1 post tagged “service design”

Decided to get my long due haircut today after my workout this morning. It was about 7:40 in the morning and I was doubtful whether the barber would be open. But as soon as I entered the gate I was received by a young guy who welcomed me inside the salon and directed me to where I should sit, etc. There was no other customer around as yet...

While I sat down and waited for him to make preparations to cut my hair, I experienced my first *service delight*... "Sir... would you like some tea or coffee?". Since I did not expect it and I was very tired and just wanted to get home after the haircut, I was not up for a tea or coffee.. so I replied "No.. thanks.". He immediately replied... "Sir.. little sir."... As soon as he said that, I realized how much this was a part of Indian behaviour!! ...the fact that we like to make our 'guests' feel comfortable and go out of our way to make sure all their needs are met. This same behaviour might not be translated completely in business but iot definitely does show its traces. The above behaviour from the barber demonstrated, in my opinion how important 'hospitality' is in a human-human service. (hospitality = the friendly reception and treatment of guests or strangers)

Another ingredient of service design that I noticed in this place was 'knowledge transparency'. Allowing the users of the service make informed decisions by giving them enough information about your service. Since I went to this place pretty early, I was curious to know when they officially open.. so I asked the barber the time when they open. He instantly replied "7 'o' clock sir" and after a short pause.. "but on Tuesdays we open at 7:30.". Although I hadn't asked for this information, it was most valuable to me for two reasons. Firstly, I now knew that they were open on Tuesday (most barbers aren't in India) and secondly that if I decided to come for a haircut on a Tuesday, then I should go only after 7:30 or else I'll have to wait for sometime.

Lastly, it was nice to see that his service wasn't isolated but was part of an 'ecosystem'. As a barber, his primary job is to cut and style hair. He could be happy doing that and earning money, but there was more to his shop than just the service of cutting hair. He also sold products that he was using to style his customers hair. Hair, atleast from the mens perspective is something that we have on the top of your head and if it needs maintenance then we use shampoo and oil in regular cycles. But when we go to the salon you find that the barber using so many cool products (Loreal hair-care products and other brands) but we have no idea where to get them. This salon, bridged the gap by selling all the products he used. Now if a customer liked what he used then he could buy it right there! (See the trend Tryvertising)

So those were my learnings for the morning ! :)