How should a newly opened photography studio be promoted to increase its visibility? What practical measures should be taken to get customers to spend money here?

TCS and the new competition among today’s wedding photo studios

Foreign competition is the source of social progress. It is precisely because of the competition between wedding photo studios that the wedding photo studio industry has made great progress and prosperous market. . Nowadays, there are all kinds of businesses, trying their best and using all their tricks to show their strengths in products, price, quality, gifts... But what is obvious is: "costs increase, profits decrease", the effect is still limited... because "customers" Do we really need these? We talk about three stages of customer consumption: in the first stage, customers refer to cheap and past products, in the second stage, they refer to brand-name and high-quality products, and in the third stage, customers Customers have become very picky. In addition to cheap prices and high-quality brands, they also want to be happy and satisfied with the service process. "I believe all business owners understand that "service" is far more important than anything else, when the monthly expenses are high. While paying an advertising fee, have you ever calculated whether customers who have already spent money can introduce customers to you again every month or take the initiative to bring customers to your door, and specify that they need the designated services of one of your high-quality employees to become repeat customers? I believe you know it well. In the minds of ordinary grassroots employees, "service" can only be regarded as a slogan at best. Only when "service" is implemented into actions will word of mouth be formed. The "TCS 100% Customer Satisfaction System" enables us to give full play to our charm without spending money, so that all employees can demonstrate their service instinct and win the trust of customers.

Are there more customers coming to "compare" now? What exactly is your company selling when tourists come to your door? What are customers comparing when they come to your door? Price? Giveaway? Or service?

The "humanized order-taking skills" is to sell the service first!

Good "service" will make customers place orders in a happy and happy state. Do guests want to decide to spend money here? How much does it cost? Or increase consumption in the future, etc.! These are all issues that the bosses are concerned about, but "T.C.S" can retain the hearts of customers.

1. "Competition creates talents, and talents drive competition." If we want to create good results in the short term, then the power of "T.C.S" cannot be ignored. The rate of successful orders has increased

2. The deposit received in advance has increased

3. The number of additional groups has increased

4. The actual number of photos taken in the month has increased

5. Introducing the growth of repeat customers

6. The second and third consumption increases

These are the results of the "T.C.S" function

"T.C.S" is a kind of mobile service. From the moment the guests enter the door, they begin to receive what is meant by "being honored and feeling at home". Think about it! Will customers still be picky during their subsequent consumption? "Service" is the first thing we can sell to our customers. Is your company selling it? Consumers have the right to decide everything and choose everything, so the performance of the seller will determine the market share. This is "the first battle in any industry competition."

"T.C.S" is a 100% customer satisfaction service system. It is a huge energy. Those who are good at using it will be more able to exert the characteristics of "corporate culture".

Let us understand, what exactly is "T.C.S"?

"T.C.S" is translated from the English "TOTAL CUSTOMER SATISFACTION", which means "complete customer satisfaction". The basic connotation of "T.C.S" is summarized as the following three elements:

T: TOTAL 100 means 100% customer satisfaction, that is, mobilizing all employees of the company to achieve customer satisfaction through consistent services.

C: CUSTOMER includes external customers, consumers, dealers, and also internal customers (employee satisfaction). Internal customer satisfaction is the basis and guarantee of external customer satisfaction.

S: SATISFACTION means satisfaction, exceeding customer expectations.

“T.C.

S "Retain customers' hearts

Some well-known international large companies, such as Motorola, Northern Telecom, and McDonald's, have also introduced "T". C. S" business strategy, strive to improve its service standards and quality. Try to achieve 100 satisfaction for the customers it has served, in order to retain old customers, and then win new customers through the spread of word-of-mouth, stand out in the competition, and gain a firm foothold in the market , it can be seen that some foreign companies have taken the lead and introduced "T. C. S". And replace "T. C. S", as a key business project for enterprise development, starts from the needs of customers, provides services that exceed customer expectations, truly realizes the business purpose of "customer satisfaction", and tastes the sweetness.

"T. C. S" is different from the traditional "customer first"

1. "T. C. S" is to stand in the customer's shoes, thoroughly inspect and integrate the company's operations, and form a special business model of "customer satisfaction management".

2. "T. C. S” is a set of operating systems that look for “T” on an objective basis. C. S" The key to improvement is to formulate specific measures and systems, implement them step by step, and make continuous improvements to improve customer "comprehensive satisfaction."

3. "T. C. S" puts forward the concept of internal customers. To achieve external customer satisfaction, it must be based on achieving internal customer satisfaction.

4, "T. C. S" requires the participation of all employees and the company's joint efforts to achieve the set goals.

Introduce "T. C. The key points of S"

1. Discover the current problems of the company and take timely actions to solve them.

2. Discover the opportunities that the company currently has, seize the opportunity and attack as soon as possible.

3. Improve the customer satisfaction and service quality of corporate employees.

4. Standardize the service behavior and operational level of corporate employees.

5. Communicate effectively. Coordinate the use of internal organizations to achieve internal customer satisfaction.

6. Enhance corporate image and social reputation

7. Promote the continuous improvement of corporate business performance.

Contact points

In the process of customers being served, there are:

Human contact points include: service attitude, service level, speech and behavior, and professionalism of the waiter.

The contact points of the product include: the composition of photography, the use of lighting, background, props, the beauty of makeup and hairstyle. The color, depth, cut, and art design of the photo, the selection of the photo frame, and the perfection of the packaging.

Facility exposure includes: environmental cleanliness, ventilation, lighting, music effects, store layout, etc.

Information exposure includes: advertising prices, POP promotion, company introduction, and photo display. etc.

In terms of training, education and implementation of internal customer satisfaction, from the front-line staff: front desk, image makeup artist, stylist, photographer to the second-line staff: artists, framers, drivers, housekeeping , administration, kitchen and even Qinza, from top to bottom, they all take "internal customer satisfaction" to create a good and organic circulation environment. The following points create the best cooperative atmosphere, and ultimately achieve the result of complete customer satisfaction! In terms of 100 customer satisfaction, in terms of store etiquette and clothing standards, we first emphasize standardized polite language and use sincere, warm and heartfelt standard language to make customers feel at home and have a real feeling in the service at every touch point. Based on the standard of "hand in hand, follow the guest", we insist on having a dedicated person to hand over from the previous link to the next link, and no gaps in service are allowed: such as from greeting to reception, paying the bill, entering the photo shoot and make-up area, waiting for entry, changing styling and headgear, customers removing makeup and changing clothes, and finally viewing samples, picking up items, and sending customers away. In every service link, the staff at the previous service point must hand over the work to the next one. Personnel, the successful implementation of this service standard has brought the corporate culture service standards of the wedding photo studio to a new level and avoided many errors or omissions.

The greatest advantage of the Chinese people is that they value the word "humanity". If employees in various departments of your company can practice it and fully develop the spirit of "T.C.S", they will be able to treat guests from the moment they enter the door. You can feel the harmonious atmosphere in your business hall and be greeted by friendly smiles, from the "welcome" one after another to the store staff taking the initiative to greet guests, from handshakes

etiquette, self-introduction The generous demeanor of happy methods such as handing over business cards, addressing each other, praising each other, etc. skillfully transforms the "business relationship" from stranger to customer into "friendship". As long as it can be transformed from a serious and comparative business point to a happy and joyful in-depth point, then the happy mood that we often say "feel good" will be able to actively exert the "T.C.S" spirit from all employees in your company See on:

1. "Visualization"...seeing "smiles, friendly looks, friendly eyes", etc.

2. "Auralization"...hearing "pleasant compliments, Friendly tone, kind introduction” etc.

3. "Smell"...feel the enthusiastic atmosphere and lively popularity of the scene in person

4. "Tactile"...including shaking hands and soft body movements during conversation Touch, and even lead guests to the dressing table for personal suggestions and communication, etc.

These can make any guest come to have a good impression, and soon the unfamiliar defensive mentality (guests don’t want to spend more money or even worry about too many comparison guests) will gradually break down their guard and identify with company personnel. "T.C.S" teaches store staff not only to introduce business knowledge into customers' hearts, but also to open customers' hearts with "friendly" cordial service. Think about whether people are likely to spend more money or are willing to spend money when they are happy. This is consistent with the mentality that consumers are the boss.

"Guiding consumption" is a commonly used strategy for any business. "T.C.S" is actually a more active "guiding consumption" strategy. It doesn't matter if you go sightseeing with a comparative mentality. Even if you don't make a deal, it doesn't matter. If the store staff can insist on "sincere service", they will "send customers off seven steps away". Thank you again and emphasize your title again. , once again thanked the guests and apologized, and expressed:

"I regret that I was unable to complete a wonderful event for you two today, but I hope to have the opportunity to serve you. Don't forget it!" I want to come back to XXX (myself). Oh! Thank you for coming!

Just imagine! If you are a customer who loves to compare, in addition to paying attention to how much you spend, you also want to compare services. What? After you look around and compare, will you go back to a company with better service? (The customer will not make a decision today: I don’t want to spend money.) It does not mean that she will not come to the door again in the future and cannot come to consume. This is the persistent and cyclical high-quality service point of "T.C.S", and it is also the "cultivation of store quality culture")

" T. C. The S" system is not just a verbal contextual expression, but includes all front-line staff, second-line staff, and even post-production and workshop staff within the scope of relationship operations. The biggest complaints from customers often come from complaints "during the shooting and creation", being indifferent, Being ignored or even ignored, think about it! If you are a guest, what do you want?

My company is in "T. C. In the establishment of S", the following "100% customer satisfaction" system has been implemented

1. Standard specifications for stores, dressmakers, makeup artists, stylists, photographers, photography assistants, and etiquette reception.

2. Assessment form for front-line staff

3. Assessment form for second-line logistics workers

4. Assessment based on 100% customer satisfaction survey statistics

“T. C. It is not difficult to promote, implement, implement and continue S" within the company, but first of all, it is necessary to correct the service concept of every basic employee and intermediate cadres in charge of each department, so that all employees in the company can have a deep understanding of "I Why do it? "What's the benefit to you if you do it?" "Only by jumping out of the personal realm of habits and moving to another pattern can we get twice the result with half the effort.

I often say: "Guests are not God", but "friends", so how can we get the recognition and acceptance of consumers from the perspective of "friends"? If we just wishfully think: "Guests are friends", but what we show is "Guests think we are also his friends?" This is the essence of "T.C.S".

"T.C.S" starts from the standardization of various etiquette reception services in the store and the professionalization of etiquette, etc., to the "hand-in-hand, service follows" process consumption (consumers turn from surprise to joy) ) The operation model between each department can set various behavioral etiquette and speaking skills. Of course, this also includes the requirements and specifications for the personal image packaging of all front-line personnel: from implementation operations, personnel expression processes and relationships, personal assessment, Department evaluation, store-level competition and responsible person implementation are all closely linked and fully exert their main functions.

T. C. S Standard terms for customer entry

(Sales Department)

1. On-site behavior:

1. When store personnel or other departments sit down in the business hall, they must No one is allowed to turn their back to the door:

2. Personnel in the same department wearing the same uniform are not allowed to have more than two people sitting at the same table during free time:

3. Personnel from any department When in the sales department, as a fellow store employee, you should comply with all etiquette in the store:

4. The "welcoming guest" or personnel should mainly stand facing the business hall, and look around, and be ready at any time Help support other store staff:

5. When the "greeter" or "cashier" sees any customer entering the door, he should immediately shout "welcome" so that other staff can say "welcome"

2. Store behavior and spoken language:

1. Welcome, hello, (single customers say: Hello!)

2. I am XX, Just call me XX, shake hands cordially, and say politely: "I'm glad to serve you!"

3. This is my business card, I'm sorry! What do you call the lady? XX (just call it out), hello! This name is really special. Are you from XX (locality)? No wonder "you have white skin and a good figure!"

4. Can XX call you XX (or sister X)?

5. Oh, by the way, what is your name, sir? Can XX call you XX brother? Wow! Brother X, you two really look like a couple, you even look like you are smiling!

6. The store begins to take out the company’s feature book, introduce the company’s features, chat with customers step by step, keep smiling, strive for favor and trust, change passivity into initiative, and treat customers as friends, only then can you gain customers’ trust. Agree.

After the customer has a full understanding, I will introduce the various prices to you.

T. C. S Standard Phrases for Customer Entry (2)

(Sales Department)

3. Welcome Behavior and Spoken Language:

1. When you see a guest coming in, face him Smile, open the door actively, and say "Welcome" loudly;

2. Take the initiative to greet the guests and say: "I am XX, may I serve you?"

3. Raise your hand politely, point to the store or where the customer wants to go, take the initiative to accompany the customer into the consumption area, and say: "Please follow me"! !

4. Pull up a chair and sit down and say: "Please sit down"! (Keep smiling at all times)

IV. Implementation principles of "standardized service and professional etiquette":

1. "Welcome" comprehensive requirements, anyone who comes to the door can feel it The privileged status of entering the store and the friendly atmosphere on site.

2. "Welcome forward", "Introduce yourself", "Hand out your business card", "Get to know each other", "Address each other" and "Praise each other". Be sure to show professionalism in the best way and open the door to customers. , strive for the other party's "sense of identity, trust and dependence." "Speech skills", for example: (show a smile)...Hello...I am XX (shake hands), I am happy to serve you.

This is my business card. Just call me XX... How do you address me? When you know the other person's title or surname, you can call him or her by name, depending on his or her age and appearance, and continue to call him or her by name and continue to praise him or her.

3. Keep calling yourself XX to let the other party know you clearly. While your high-quality service and outstanding personal service can make the customer remember you firmly, and you can introduce the customer back and name you. If you need your services, you are the best professional.

T． C. S Standard phrases for customer entry (3)

(Sales Department)

5. Sayings to departing customers: (Send them off seven steps away)

"Send guests off seven steps away." Regardless of whether the guest has placed an order or not, taken photos and left, or finished viewing samples or picked up items, he must accompany the guest out of the door and say a few words, reflecting a cordial corporate culture.

1. "Speech Skills" Example: To a customer who has not placed an order: "Sorry! XX cannot meet your expectations today, but XX (himself) sincerely looks forward to serving you both. opportunity (shake hands and say hello), don’t forget to come back and see XX! Goodbye! ”

2. Customers who have placed orders: “Thank you (Brother X for your support and care for XX)” , XX will definitely serve you two well. Don’t forget to introduce them to XX if you have any relatives or friends who want to take pictures. Okay! XX will call you again before taking pictures. Goodbye! Walk"! ! (Looking off and bowing or waving)

3. Saying when leaving the photo: "Thank you for your hard work!! Wasn't it fun to take photos today? Go home and rest early!! Don't forget to come back in X days to take a look. OK! Goodbye! Walk slowly! ”

4. After viewing the sample, I still think you are more beautiful in person than in the photo, XX (the other party), don’t forget Introduce friends and relatives to come back to me for XX service! Thank you! Goodbye! ”

5. Say it when picking up the items: Thank you for your hard work! Don’t ask XX to help you get into the car. Congratulations! OK! If you have time, please come back and introduce me!

T ．C．S Hands-on service and follow along

Hand-in-hand introduction

(Take the customer to the next process and introduce it to colleagues first), this is our XX XX from the department, they will arrange it for you later. (Hold the customer and introduce the customer.) This is my friend, Mr. XX, Ms. XX. (When company personnel are introduced, they should be polite and extend their hands to shake hands and say: "Hello! I'm XX. I'm glad to serve you two."), XX (self) will go to work first. If there is anything you need service for, please tell me and I will come right away.

One. . Speech given by the store to the dress department:

1. (Take the customer to the next process and introduce it to your colleagues with a polite finger), this is our dressmaker XX, wait a minute He will change the clothes for the two of you, (holding hands to introduce customers) These are my friends, Mr. XX, Ms. XX. (When company personnel are introduced, they should be polite and extend their hands to shake hands and say:) Hello, I am XX, Just call me XX. The friends of XX (store) are my friends. Don’t worry, XX will serve you well. Come on! Let’s put your belongings first. Here is the key. Please follow me. (Accompany the guest to the closet.) )

2. Later, you can ask both of you to clean your face first so that you can put on makeup (come! Please follow me). After washing your face, come back here and XX will choose the right one for them. Dress, OK!

3. Now XX will help you with the clothing reference. Based on your face shape, body shape, etc., I suggest you wear this dress to better show your beauty. Wow! Looks good in anything!

4. OK! This outfit is pretty good! How do you feel? Okay, please come to the makeup department and take a break.

2. Speech to the makeup department:

1. (Take the customer to the next process and politely point to your colleagues to introduce), this is our makeup department XX, she will put on makeup for the two of you in a moment. (Hold the customer and then introduce the guest) These are my friends, Mr. XX and Ms. XX. (When company personnel are introduced, they should be generous and polite, reach out to shake hands and say:) Hello ! I’m XX who doesn’t wear makeup, so just call me XX. XX’s friends are my friends. Don’t worry, XX will serve you well!

2. During the process, if you have any special requirements or suggestions, please feel free to put them forward and XX will try its best to satisfy you!

3. OK! It's done. Let's take a look. It's so beautiful. Do you like it? You can be as expressive as possible when taking photos, and don't worry about your makeup falling off. XX will help you touch up your makeup at any time.

4. Come and let XX take you to the styling department, where our stylists will help you design your look. (I need to personally guide the guest to the next process)

3. The makeup department gives the styling department a speech:

1. Follow the above introduction.

2. Handshake, smile, be warm and polite, have physical contact, and gently support the other person. Hello! Please take a seat! I am XX, just call me XX. Now XX will do the styling design for you to make you more beautiful, OK! (The stylist should stand behind the client, and both of them face the mirror to communicate. When communicating, the stylist should lightly touch the other party's hairline, roots or ends to represent professionalism and cordiality.)

3 , A. Your face shape belongs to (melon seed type, high forehead type, wide-sided type, long clip type face), and belongs to (classical beauty, modern beauty, refreshing type, fashionable beauty, Xiaojiabiyu type beauty). B. XX will design it for you based on your characteristics and face shape, OK!

4. OK! It’s done, it feels good! Quite beautiful! Don’t worry about changing your look when taking photos later, just show off as much as you can! When you change your dress later, XX will serve you again. Let XX take you to the photography department, OK! Please come with me.

4. The image designer hands over to the photography department or the photographer to say the words:

1. Start with the above introduction in spoken language.

2. Show general style through the above etiquette methods (smile, handshake, etc.)

3. Hello! I am your main photographer XX, just call me XX. This is my assistant XX. Our team will serve you later. This style and makeup are quite three-dimensional and very suitable for your characteristics. The photo effect will definitely be beautiful. During the shooting process, there is no need to be nervous, just treat it as if you are playing. Relax and be taken. Taking pictures is not as hard as you think, don’t feel pressured, just laugh when you want, OK! During the photo-taking process, if you have special requirements regarding composition, color, size, etc., you can always put them forward. XX will definitely produce the works you two want. OK! (Be sure to praise the customer’s makeup, style, clothing, etc., and show appreciation and language, so as to hope that the customer will have more confidence in themselves and create more beautiful works together)

5. Assistant’s reception mode and words:

Welcome, hello you two! I am XX (handshake gesture), and I am your photography assistant. Today we and my teacher, Mr. XX, are here to serve you. Later, my teacher will communicate with you two before taking pictures. I will help you first. Get ready.

(When praising the other person, you should say: The lady is really a beautiful bride, and the husband is a handsome guy) Please sit down for a while, we will start right away!

6. Scheduling reception mode and discourse:

1. Hello! I am dispatching XX (handshake), smile, now XX will make arrangements for you two, please sit down for a moment, we will start right away.

2. This is a customer satisfaction survey. In order to confirm that our company's professional creative team can meet the two requirements and satisfaction, we have launched the "five-star service standard" and now it is up to you. After the two selections are made, don’t forget to exercise your rights.

3. Each job is a single operation: so you should carry this information with you at all times to see if the service staff who helps you can achieve your satisfaction, OK!

4. XX, XX, if you have any special preferences or requirements, what kind of style you like, etc., you are welcome to communicate with our work group or teachers at any time.

5. Handover words and patterns, compare with hand-to-hand introduction words.

“Develop speaking terms and let habits become natural!!

Only the generous and friendly professional qualities can reflect the talents of a general”

Newcomer’s plan Specific operational methods

1. Every cadre must take this table seriously and truly understand this table.

2. When ordering, store staff should emphasize that our company is different from others in a way that "because our company has introduced a 100-satisfaction service system" and emphasize our company's service concept. , attracting guests’ attention to this table.

3. After placing the order, this form will be used to send a thank you letter to the customer in the name of the company's customer service department within three days, and the store will send a thank you text message in the name of the individual.

4. On the day of shooting, find the plan and go through the procedures. The guests will get the plan and walk through the process.

5. After each process worker has served, he must carefully write down his job number and name. After the next department receives the service card, ask the customer to rate the service staff of the previous department (this process, first of all, every person must understand the purpose and benefits of the company's operation, and convey it to the guests during the conversation, "We are a company that attaches great importance to service, and you are exercising your power.")

6 , dispatch or the next department, during the service process, check the satisfaction score sheet at any time. If any guest is found to be dissatisfied, immediately report it to the supervisor for prompt correction.

7. After everything is completed, the dispatcher will collect them together and send them to the customer service department (pickup department). The customer service department reads the survey form with 100% satisfaction based on the statistics of the plan. Fill out the "Shape Design Department Rating Form" and "Photography Department Rating Form".

8. After the customer picks up the package, the customer will fill in the customer opinion survey form.

9. The customer service staff will prepare a summary table based on the customer opinion survey form every week and hand it to the manager before the weekly meeting. Based on this table, we will understand the customer satisfaction and track and understand the dissatisfied customers. Customer opinions are submitted to the general manager.

10. The customer must have a telephone interview within three days after picking up the package, and submit the satisfaction of the conversation to the general manager in writing (note the content: *** XX, XX satisfied , the XX people who are dissatisfied are all dissatisfied with XX, how to solve it now).