How should the newly-opened photography studio publicize and improve its popularity? What practical measures should be taken to make customers spend here?

New competition between TCS and wedding photo studio

Order competition is the source of social progress, and it is precisely because of the competition between wedding photo studios that the wedding photo studio industry has made great progress and a prosperous market. Now all kinds of families do their best in products, prices, quality and gifts, but it is obvious that "costs increase and profits decrease" and the effect is still limited … because "do guests really just need these?" We talk about three periods of customer consumption: in the first period, customers refer to cheap and neglected products; In the second stage, they refer to branded and high-quality products; In the third stage, customers become very picky, not only referring to cheap and high-quality brands, but also to the process of happiness and service, and their hearts are satisfied. "I believe that the industry knows that' service' is far more important than anything else. While spending a lot of money on advertising every month, have you calculated that customers who have already spent money can introduce customers again or take the initiative to lead them to their homes every month, and say that they need a high-quality employee of yours to specify services and become repeat customers? I believe you know very well. " "Service" can only be regarded as a slogan in the minds of ordinary grass-roots employees, and word-of-mouth will be formed when "service" is implemented in action. "TCS customer satisfaction system is 100% 100%", which means to give full play to its charm without spending money, so that all employees can show their service instinct and win the trust of customers.

Are there many customers who come to "compare" now What is your company selling when tourists come to your home? What are the guests comparing at home? Price? A gift? Or service?

"Humanized order-taking skills" means selling services first!

Good "service" will allow guests to place orders in a pleasant and pleasant situation. Have the guests decided to spend money here? How much will it cost? Or increase consumption later! It is a concern of bosses, but "T.C." can keep the hearts of guests.

1, "Competition makes talents, and talents drive competition". If you want to create good results in a short time, you can't ignore "T". The power of C.S. The order success rate has improved.

2. Increase of down payment

3. The number of new groups has increased.

4. The actual shooting volume increased in that month.

5. Introduce the growth of repeat customers

6. The second and third growth of consumption amount

These are all playing "T". C. the effect of "s" function

"T.C.," S "is a kind of mobile service, which is received from the moment guests enter the door. What is the value of "having a sense of honor and feeling at home"? Think about it! Will guests "look for bones in the egg" in the future consumption process? "Service" is the first thing we sell to our customers. Is your company selling it? Consumers have the right to decide everything and choose everything, so whether the seller's performance is good or not will determine the market share, which is "the first battle of any industry competition." "

"T.C.S" is a customer 100% satisfied service system, which is a huge energy. Being good at users can give full play to the characteristics of "corporate culture".

Let's understand, "T.C. What is" S "?

"t.c.s" is translated from English "TOTAL CUSTOMER SATISFACTION", that is, "customer satisfaction", and the basic connotation of "t.c.s" is summarized as the following three elements:

T: Total 100% to satisfy customers 100% is to mobilize all employees of the company to achieve the purpose of satisfying customers through the same service.

C: Customers include external customers, consumers and distributors, as well as internal customers (employee satisfaction). Internal customer satisfaction is the basis and guarantee of external customer satisfaction.

S: Satisfaction means S: Satisfaction, exceeding customers' expectations.

"T.C." Keep the customer's heart "

Some well-known international enterprises, such as Motorola, Nortel and McDonald's, also introduced "T" respectively. C.s "business strategy, and strive to improve its service level and quality. Strive to make the customers it has served reach 100% satisfaction, so as to retain old customers, and then win new customers through the spread of word of mouth, so as to be unique in the competition and gain a foothold in the market. It can be seen that some foreign enterprises have taken the lead and introduced "T". C.s. and can "t" C. "S", as the key business project of enterprise development, starts from customer demand, 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 a special business model of "customer satisfaction management", which is based on customers' feet and thoroughly checks and integrates the operation of enterprises.

2. "T.C.S" is an operable system, which searches for "T" on an objective basis. C. The key to improvement is to formulate specific measures and systems, implement them step by step, and make continuous improvement to improve customers' comprehensive satisfaction.

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

4. "T.C.S" needs the participation of all employees and the joint efforts of the company to achieve the established goals.

The focus of importing "t" C. "s"

1. Find the problems existing in the enterprise and take timely measures to solve them.

2. Discover the opportunities that enterprises have at present, seize the opportunities and attack as soon as possible.

3. Improve the customer satisfaction opinions and service quality of enterprise employees.

4, standardize the service behavior and operation level of enterprise employees.

5. Effectively communicate and coordinate the use of internal organizations to achieve internal customer satisfaction.

6. Enhance corporate image and social reputation.

7. Promote the continuous improvement of business performance.

Customer contact point

In the process of serving customers, there are:

The contact points of people include: the service attitude, service level, manners and professionalism of waiters.

The contact points of the product include: the composition light of photography, the background, the use of props, the beauty of makeup modeling and hairstyle. Color, depth, cutting, artistic design, selection of photo frames and albums, and improvement of packaging.

The connection of facilities includes: environmental cleanliness, ventilation, lighting, music effect, store layout, etc.

Information contact includes: advertising price, POP publicity, company introduction, photo display, etc.

In the training, education and implementation of internal customer satisfaction, from front-line employees: front desk, image makeup artist, stylist and photographer to second-line employees: artists, mounters, drivers, butlers, administrators, kitchens and even handyman, the best cooperation atmosphere is created by creating a good organic environment from top to bottom, and finally the result of completely satisfying customers is achieved! In terms of customer satisfaction 1 0,000%, in the dress code of store etiquette reception, we first emphasize standard polite language, and make customers feel at home with sincere, enthusiastic and sincere standard language. In the non-contact service, adhere to the standard of "hand in hand, follow the guests", and insist on the hand-over from the previous link to the next link. The service is seamless: for example, from greeting to reception, paying money to enter the photo and makeup area after checking out, waiting for admission, changing the styling headdress, removing makeup and changing clothes, and finally looking at the samples, taking the pieces and sending the customers away. They must be handed over from the staff at the previous service point to the next staff. The successful implementation of this service standard has made the corporate culture service standard of wedding photo studio reach a new height and avoided many mistakes or omissions.

The greatest advantage of China people is that they attach importance to the word "human feelings". If all employees in your company can do their best, give full play to "T". C. The spirit of "S", from the moment the guests enter the door, you can feel the harmonious atmosphere in your business hall, greet them with a friendly smile, from "welcome" to the active welcome of the clerk, and from shaking hands.

Politeness, self-introduction, handing in business cards, calling each other names, praising each other and other generous happiness methods skillfully turn the "business situation" between a stranger and a customer into "friendship". As long as we can change from a serious and psychological business point to a happy and enjoyable one, then the happy mood that we often say is "feeling good" can give full play to the "friendship" from all employees of your company. C.s. "mentally see:

1, "visualization" ... see "smiling face and friendly eyes" and so on.

2, "hearing" ... hearing "sweet praise, kind tone, kind introduction" and so on.

3, "smell" ... personally feel the warm atmosphere and lively popularity of the scene.

4. "Touch" ... includes shaking hands with each other, soft physical contact when talking, and even leading guests to the dressing table to personally suggest communication.

All these can make any guest who comes to the door have a good impression, and soon he can gradually disintegrate his guard from the unfamiliar alert mentality (guests don't want to spend more money or even have too many melancholy guests) and identify with the company personnel. "T.C.S" teaches store staff not only to introduce simple business to customers' hearts, but also to completely open customers' hearts from "friendly" cordial service. Think about whether it is possible to spend more money or be willing to spend money when people are happy, which is consistent with the mentality that consumers are uncles.

"Guiding consumption" is the usual strategy of any enterprise. S "is actually a more active" guiding consumption "strategy, which is completely transformed into initiative. It doesn't matter if the guests come to visit with the mentality of comparing first, even if there is no deal. If the store can insist on "sincere service", it will "send the guests seven steps away" Thank you again, emphasize self-address, thank the guests again and apologize, and say:

"Today, I'm sorry I couldn't finish this beautiful event for you, but I really hope I can have the opportunity to serve you. Don't forget! Be sure to come back and find XXX (yourself). Oh! Thank you both for coming!

Imagine! If you are a comparative customer, besides paying attention to how much you spend and how much you get, will you compare the service? When you look around and compare, will you go back to a company with better service? I believe the answer is yes. The guests won't leave today.

Decision: I don't want to spend money: that doesn't mean she won't come to the door again and can't spend money. This is t. C.S. "Persistence and circulation of high-quality service points is also" cultivation of store quality culture ")

"T.C.S" system is not only a verbal context, but also includes front-line personnel, second-line personnel and even post-production and workshop personnel, all of which are included in the scope of relational operation. The biggest complaints of guests often come from the complaints during the filming and creation, indifference, neglect or even neglect. Think about it! If you are a guest, what do you want? !

Our company is in the "T". After C.S., the following "100% customer satisfaction" system was implemented.

First, the store, dress designer, makeup artist, stylist, photographer, photography assistant, etiquette reception standard specification.

Second, the front-line staff appraisal form

Third, the logistics workers second-line personnel evaluation form

Four, customer satisfaction survey statistical evaluation content

It is not difficult to promote, implement, carry out and continue "T.C." in the company, but first of all, it must be corrected from the service concept of every grass-roots employee and responsible cadre of each department, so that all employees in the company can deeply understand "Why should I do it?" "What good will it do you?" From the personal root: habit field, jumping out of another model can get twice the result with half the effort. I often say that "the guest is not God", but a "friend". So how can we get the recognition and acceptance of consumers from the perspective of "friends"? If we just think "the guest is a friend", but we say "the guest thinks we are his friends?" This is the essence of "T" C.S.

"T.C.S" is based on the standardization of various etiquette reception services in stores and the specialization of etiquette. From the process of "hand in hand, service will follow" (consumers turn from surprise to joy), all kinds of action etiquette and speaking skills can be set. Of course, this also includes the requirements and norms for the personal image packaging of all front-line personnel: from the implementation of operations, personnel expression processes and relationships, personal assessment, departmental evaluation, store-level competitions, and the person responsible for implementation.

T. customer introduction standard language

(Retail Department)

First, the scene behavior:

1, store employees or personnel from other departments are not allowed to turn their backs on the door when seated in the business hall:

2, the same department personnel wear the same uniform in their spare time, no more than two people, deskmate:

3. Employees of any department in the salesroom, whether as employees in the mall, should cooperate with all the etiquette in the mall:

4. The "welcome" or the standing position of the personnel should mainly face the business hall, and look around at any time to help and support other store personnel:

When the "welcome guest" or "cashier" sees any customer entering the door, they should immediately shout "welcome" so that other people can say "welcome".

Second, the store behavior and oral:

1, welcome, hello, (single customers say: hello! )

2. I'm XX. Just call me XX. Shake hands and say, "I'm glad to serve you!" "

This is my business card. I'm sorry! What's the name of this lady? Hello, XX (call out casually)! This name is really special. Is it our XX (local) people? Strange "white skin, good figure!"

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

Oh, by the way, what's your name, sir? Can XX call you Brother XX? Wow! Brother x, you two are really like husband and wife. Lian Xiao sounds like it!

6. Shops began to take out the company's featured books, introduce the company's features, chat with customers step by step, keep smiling, strive for goodwill and trust, turn passivity into initiative, and treat customers as friends, thus gaining customers' recognition.

I'll introduce you to various prices after the customers fully understand them.

T. Standard terms of customer introduction (2)

(Retail Department)

Third, welcome behavior and spoken language:

1. When you see a guest coming in, smile, open the door and say "Welcome" loudly;

2. Take the initiative to greet the guests and say, "This is XX. Can I help you? "

Raise your hand politely and take the initiative to accompany the customer into the consumption area instead of going to the store or the place where the customer wants to go, and say "please follow me"! !

4. Pull up a chair and sit down and say, "Please sit down"! (Always smiling)

Fourth, the implementation principle of "service standardization and etiquette specialization":

1, "welcome" comprehensive requirements, anyone who comes to the door can feel the noble status of entering the store and the infection of the cordial atmosphere at the scene.

2. "Welcome to forward", "introduce yourself", "hand out business cards", "know each other", "address each other" and "praise each other", show professional demeanor in the best way, open customers' hearts and strive for each other's "recognition, trust and dependence". For example, "speaking skills": (smiling) ... hello ... I'm XX (shaking hands), and I'm glad to serve you. This is my business card. Just call me XX ... What's your name, please? When you know the other person's address or surname, you can call him or her by name according to his or her age and appearance, and continue to call him or her and praise him or her.

3. Keep calling yourself XX, so that the other party can clearly understand what you mean. At the same time of your excellent service and excellent personal service, you can make customers remember you firmly, introduce them back, and justify your service. You are the best professional.

T. Standard Terms for Customer Entry (3)

(Retail Department)

5. Statement to the departing customer: (Seven steps to see the guest off)

The "Seven Steps of seeing a guest off", whether the guest places an order, takes a photo or leaves, sees the sample finished or picks it up, must accompany the guest to go out and say a few words, which embodies the cordial corporate culture.

1, "words" for example: What a pity to say something to customers who have not placed an order! Today XX can't meet your expectations, but XX (I) really look forward to the opportunity to serve you (shake hands). Don't forget to come back for XX. Goodbye! Walk slowly! ! "

2. The customer statement has been ordered: "Thank you (Brother X's support and concern for XX). XX will certainly serve them both well. If any relatives and friends want to take pictures, don't forget to introduce XX to them. Please help me more. All right! I'll call you before the photo shoot, okay? Goodbye! Walk slowly! " ! (Watch and bow or wave)

3. Take a photo and leave: "Hard work! ! Did you have fun taking pictures today? Go home early and rest! ! Don't forget to come back in x days, ok! Goodbye! Walk slowly! ! "

4. After seeing the demo, I said, "(Ms. Hand in Hand) I still think you look better in person than in the photo. Don't forget XX (the other party), you should introduce your relatives and friends back to my XX service! Thank you! ! Goodbye! Walk slowly! "

5, when receiving the film: "(try to help the guests work) walking and talking, hard work! Do you want XX to help you get on the bus? Wow! Come home with a full load, congratulations! Don't forget! All right! You are welcome to come back and play with me when you are free. Some friends must introduce me to XX! Goodbye! !

T. Join hands with C.S., serve in hand and follow.

With the prologue

(Take the customer to the next process and introduce it to colleagues first), this is XX of our XX department. They will arrange it for you later. This is my friend, Mr. XX and Ms. XX. When introducing company personnel, be generous and polite, reach out and shake hands and say, "Hello! I am XX, and I am very happy to serve you both. " ), XX (I) will go to work first. If you need any service, just let me know and I'll come right away.

First, the clothing department of the shopping mall:

1, (politely introduces his colleagues to customers with his fingers in the next process), this is our tuxedo master XX, who will change the dresses for you two later. (introducing customers by hand) These are my friends, Mr. XX and Ms. XX. (When introducing company personnel, be generous and polite, reach out and shake hands and say:) Hello! I'm XX, just call me XX, and all friends of XX (Outlets) are my friends. Please rest assured that XX will provide good service. Come on! Put your things away first. Here's the key. Please follow me. (accompany the guests to the wardrobe)

Please wash your face later so that you can put on makeup (come on! Please come with me), come back here after washing your face, and XX will choose suitable dresses for them, OK!

3. Now XX will help you refer to the clothes. According to your face and figure, I suggest you wear this dress to show your beauty. Wow! Your figure looks good in anything! Smells like a model.

4. ok! This set is quite good! How do you feel? Ok, please come with me to the makeup department to have a rest, and then you can put on your makeup.

Second, to the makeup department:

1, (politely introduce customers to his colleagues with your fingers in the next process), this is XX from our makeup department, and she will make up for them both later. (introducing customers hand in hand) This is my friend, Mr. XX and Ms. XX. (When introducing company personnel, be generous and polite, reach out and shake hands and say:) Hello! I don't wear makeup. Just call me XX. My friend is my friend. Please rest assured that XX will serve you well!

2. In the later stage, if you have any special requirements or suggestions, please feel free to ask, and XX will try its best to satisfy you!

3. ok! You're finished. Come and have a look. It's beautiful. Do you like it? Try to show off your makeup when taking pictures. Don't worry about losing makeup. XX will help you make up your makeup at any time.

Let XX take you to the styling department, and our stylist will help you design the styling. (I need to personally guide the guests to the next process)

Third, the makeup department gave a speech to the styling department:

1, starting from the above mode.

2, shake hands, smile, warm and polite, physical contact, gently help each other, hello! Please sit down! I'm XX. Just call me XX. Now XX will do styling design for you to make you more beautiful, OK! A stylist should stand behind the customer and communicate with the mirror. When stylists communicate, they should touch each other's hairline, hair root or hair tail to represent professionalism and kindness. )

3.a Your face type belongs to (melon seed type, high price type, wide edge type and long clip type) and belongs to (classical beauty, modern beauty, refreshing beauty, fashionable beauty and small jasper type). B, XX will be designed for you according to your characteristics and face shape, OK!

4. ok! You're finished. It feels so good! It's pretty! Don't worry about the change of shape when taking pictures in the future, try to show it! XX will serve you when you change clothes later. Let XX take you to the photography department, OK? Please follow me.

Four, the image designer handed over to the photography department scheduling or photographer:

1, an introduction to spoken English from above.

2. Show general manners (smile, shake hands, etc.). ) from the above etiquette.

3. Hello! I am your main photographer XX. Just call me XX. This is my assistant XX. Our team will be at your service later. This shape and makeup are quite three-dimensional, which suits your characteristics very well. The photo effect will be beautiful. Wait a minute, don't be nervous during the filming, just consider it.

Just like playing, relax. Being photographed is not as hard as I thought. Don't be stressed, just smile happily, ok! In the process of taking pictures, if there are special requirements for composition, color system, size ratio, etc. You can ask them at any time. XX will definitely shoot the works you want. All right! Be sure to praise the makeup, modeling and clothing of the guests, and show appreciation and language, in order to expect the guests to have more confidence in themselves and create more beautiful works together. )

Verb (abbreviation of verb) Assistant's Reception Mode and Discourse;

Welcome, hello! I'm XX (shaking hands), and I'm two photography assistants. Today, it is us and my teacher, Mr. XX, who serve you both. Later, my teacher will communicate with you before taking pictures. Let me get you two ready first.

(Praise each other and say: Miss is really a beautiful bride, and Mr. is a handsome guy) Well, please sit down for a while, and we'll start right away!

Acceptance mode of intransitive verbs and dispatching discourse;

1, hello! I am XX (shaking hands), smiling. Now XX will arrange it for you. Please sit down first, and we'll start right away.

2. This is a 100% customer satisfaction questionnaire. In order to confirm that the professional creative team of our company can meet the requirements and satisfaction of both of you, we have specially launched the "five-star service standard", which is now selected by both of you. Don't forget to exercise your power.

3. Every assignment is a single operation: so, you should always take these materials with you and see if the service staff can satisfy you, OK!

4, XX, XX If you have any special hobbies or requirements and what style you like, please feel free to communicate with our work group or teachers.

5. Compared with introducing words with one hand, the transfer of words and patterns.

"Develop the language of speech, and let the habit become natural! !

Generous and cordial professional quality can better reflect the talent of the general. "

Specific measures for the operation of the new plan

1, every cadre should take it seriously and really understand this form.

2. When placing an order, the store should emphasize that our company is different from other companies "because our family has introduced a 100% satisfactory service system" and emphasize our service concept to attract customers' attention.

3. After placing an order, we will send a thank-you letter to the guest in the name of the company's customer service department within three days with this form, and the store will send a thank-you letter in the name of the individual.

4. On the day of shooting, find out the plan, go through the formalities, and the guests will take the plan and leave.

5. After each process worker provides services, he/she must carefully write down his/her job number and name. After the next department receives the service card, the guest will grade the service personnel of the previous department. (In this process, first of all, everyone should know the purpose and benefits of the company's operation, and convey to the guests in the conversation, "We are a service-oriented company, and you are exercising your power." )

6, scheduling or the next department in the process of service, check the satisfaction rating table at any time, if you find a guest is not satisfied, immediately report to the supervisor, timely solve and correct.

7. After the completion, it will be collected by the dispatcher and sent to the customer service department (goods collection department). According to the statistics of the scheme, the customer service department was satisfied with the questionnaire 100%. Fill in the design department score sheet and the photography department score sheet.

8. The customer will fill in the customer opinion questionnaire after picking up the piece.

9. The customer service staff will make a summary table according to the customer opinion questionnaire every week and hand it over to the manager before the weekly meeting. According to this table, understand customer satisfaction, follow up dissatisfied customers, understand customer opinions and submit them to the general manager.

10, the guest should conduct a telephone interview within three days after picking up the piece, and submit the satisfaction of the conversation to the general manager in writing (the content indicates: * * * * called XX, satisfied with XX, dissatisfied with XX, all dissatisfied with XX, how to solve it now).