Bob the Barber
Happy day, amazing people!!!
Today it’s all about services
According to Simplygrasp, “Services are intangible benefits which people avail for some price and whose effects can’t be felt beforehand”.
Bob, the barber is the famous barber in the town. He is known for cutting and shaving quickly with perfection.
Now we shall see the characteristics of his service
Have you guys wondered how Bob became the talk of the town.
Well, we have done some research and would like to spill some tea.
So basically, he only recruits’ people who aligns with his goal that is to be able to cut and shave quickly with perfection.
Next, he made his barber shop look neat and tidy with beautiful walls, comfortable chairs sterilized tools and frequent vacuuming. This physical environment gave physical evidence for clients of quality service.
Last but definitely not the least, Bob made the service process very simple. Since he has become famous for his service, to reduce the waiting time of clients, he would ask his clients to book an appointment beforehand. So that they need not have to wait for availing the services.
Marketing in service industries is quite different
One is the usual way where companies market their services to customers through pricing, promotion and distribution, which is otherwise called as external marketing.
Other is where the marketing happens to the employees and not the customers because they are the ones who serve the customer. So, companies decide to train and motivate them. This type of marketing is called internal marketing.
Final and the most interesting type of marketing in service industry is interactive marketing. Interactive marketing happens between service provider (employees) and clients. For e.g., If clients like the attitude of service providers, then they would visit the place again and again.
Bonus Brownie:
Service quality gap model
Service quality gap are experienced when there is a difference between expectation and reality.
- Gap between consumer expectation and management perception:
Example: Barber shop may assume that youth clients want funky hairstyles, but they may actually want classy hairstyles.
- Gap between management perception and service quality specification:
Example: Barber shop may insist their employees to cut and shave quickly but without specifying it quantitatively.
- Gap between service quality specification and service delivery:
Example: Employees might be poorly trained or incapable of meeting the standards set by the shop.
- Gap between service delivery and external communication:
Example: Barber shop would have advertised of quick service, but clients might have experienced delayed service.
- Gap between perceived service and expected service:
Example: Barber might cut and shave quickly due to their experience but clients may perceive it as “in a hurry”.
We hope you guys have understood about services and service marketing.
Ok then, before signing off
Love what you do, do what you love…. Bye
From,
Simply grasp