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Management Practices

Eric Fisher's Hospitality Vocabulary

Stacey Soble | April 29, 2014 | 2:21 PM

As the owner of Eric Fisher Salons in Wichita, Kansas, and the leader of the Eric Fisher Academy, Eric Fisher has put quite a bit of thought into the language he wants his staff and students to use with guests at his salons. In fact, his book Enlightened Hospitality outlines experience-focused words he expects his staff to use instead of the stand salon jargon.

Here’s a list of Fisher’s banned words and words to live by:

OLD                     NEW

Front desk            Guest Services

No                       Yes

Drink                   Beverage

Problem               Challenge

Blow Dry               Style with Knowledge

4:30                    Client’s Name

Call me                Re-book

Retail                   Home care

Can’t                    Let me see what we can do

Uh huh                 Thank you


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