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SEARCHAs one of the industry's thought leaders in the area of creating an unforgettable guest experience, Eric Fisher is shaping the vocabulary he expects staff to use with guests.
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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