Salon international 2012: toby and amanda dicker
Setting up The Chapel salons together in 2001, husband and wife team Toby and Amanda Dicker soon realised that each of them had a passion to make the customer experience exceptional.
Using their individual skills to put in place systems to make sure their 'guests' loved the salon and kept wanting to come back has been key to The Chapel's success.
Amanda's salon background meant she had a natural empathy for what people wanted; she also took her inspiration from top hotels to offer her customers a five-star experience.
Toby, a commercial pilot when he started the salon, used the valuable experience he gained to put in place proper systems, using the latest technology, to make sure that each client was made to feel special.
The company's ethos is based on the belief that it should be made easy for customers to complain. "If a customer feels comfortable making a complaint then we have every opportunity to put things right and turn them into a lifetime customer," says Toby.
This presentation will open the door to The Chapel's customer journey and show you how they keep their customers coming back.
Sunday 14 October, 14:00 - 15:00
