The perfect salon experience: how to craft your customer journey

In the fifth of our experiential design series in partnership with Takara Belmont, we look at how offering the perfect customer journey at Hiro Miyoshi has helped to retain clients.

Hiro Miyoshi is no stranger to offering clients exemplary care, with two London salons in Green Park and The Ritz. Its Green Park outpost, housed on the luxury location of Berkeley Street, opened in September 2021 after three months of refurbishment that has resulted in a Hiro Miyoshi stamp on the space and a salon with zen-like style. This style was carefully curated with the aim of creating a minimalistic, calm interior: think brilliant white mixed with the paler, more neutral tones of Romney Wool, combined with natural wood for a more muted approach in line with the brand’s mission statement of ‘uplifting and nurturing every client who walks through the door'. “We are in the business of feelings,” says owner, Hiro Miyoshi. When it comes to the elements that create a good salon design, Hiro believes it’s about striking a balance between convenience, practicality and ambience. “I always think about pleasing two groups of people when I’m designing a salon: the customer and the stylist,” he continues. “Having customer comfort and experience in mind is the most important aspect, and this needs to merge with our stylists’ ability to perform an efficient, high-quality service every time.” When it comes to perfecting the client journey, Hiro believes it’s salon design that plays the starring role. “At Hiro Miyoshi, we have in-house training on the three points crucial to the perfect customer journey: reception, backwash and the styling chair. Optimising the experience within any of those three points is not the challenge, it’s the connection between the three. This is where you need to put in thought; the journey has to be as smooth as possible.” So why Takara Belmont? “Their quality, philosophy and understanding of salon design are unparalleled and in line with my philosophy for the Hiro Miyoshi brand,” he says. Hiro believes the perfect salon journey is about creating a fluid, frictionless experience from start to finish. “The journey starts the moment a client books an appointment and ends with someone leaving through the front door. Think about the three main areas the customer spends time in.” This is where thoughtful salon design, perfect salon furniture and fantastic customer service combine to create a customer journey that will be remembered – for all the right reasons.

Recreate the Look

If ever there was proof that great style never goes out of fashion, the Adria II styling chair is it. First introduced in the 1970s, it now features 360˚ lockable rotation, a backrest shell in white or black gloss and an optional protective backrest cover, the Adria II promises decades of stylish service. Price: £1,200-£1,220.

If you’re looking to achieve seamless design and service continuity, why not consider co-ordinating your backwash area with the RS Adria II? Featuring a ceramic basin with gel-filled neck cushions, a 16˚ tilting-mechanism and thermostatic control, you’ll be able to deliver a supreme service. Price: £3,000. Available from www.takarahairdressing.co.uk with Lease Purchase options available.

See the full article in our July issue of HJ, this is a sponsored post in collaboration with Takara Belmont.