Dermatology

Parlour Like services

Weight Loss

Owners Perspective:
5 owners (1 VLCC, 1 naturals and 3 small parlours)
Outcome: Level of Impact in small and branded centers. Cost of one employee leaving.
How many customers have they lost?
How frequently they leave. Why?
And what are the major reasons why they leave
Avg earning per customer
Amount spent on training and salary
Why do customers come to them? (Correlation find out)
Does Location have an impact?

Customers Perspective: (20 per person: total 100)

Age
Gender
Type of City you live in: Tier 1, Tier 2, Tier 3
Average Annual Income: 1. <3 lakh, 3-7 lakh, 7-10 lakh, >10
Do you visit
What are the reasons to visit branded centers (eg. VLCC, Enrich, kaya)? 1. Ambience (dcor, Hygiene) 2.
Employee Expertise 3. Variety of Services 4. Loyalty Programs 5. Value for Money 6. Familiarity with
staff(for repeat visits) 7. Better equipment and products 8. Personalized Service 9. Standardised Services
across centers 10. Feeling Pampered
How do following aspects of Employee service affect your experience?
1.
2.
3.
4.

Employee Familiarity with your past history

Comfort level with one particular employee
Expertise at Job
Pleasant Behaviour

Do you ask for a specific employee or any employee is preferable

Whether new employee affects the quality of service.

Yes, No, Yes for some services
If your usual stylist/dietician/Skin consultant leaves the organization, will you also switch your preffered
center
Yes No
If yes then it is true for which of the services
Salon Services
Slimming
Dermatology
Do the high prices you pay affect your switch?

Employees
Why did you pick this organization?
Why this job? Enough opportunities
Did you receive proper training?
What do you like about this place?
What more do you want from your current job?
Will you be willing to move to a better organization?
Do customers prefer certain employees over others?

Other things to do
Show that attrition rate is high
Opportunity cost of one employee leaving
No. of customers willing to change the organization