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The impact of culture on customer service

As a salon owner, have you ever wondered how customer service in South Africa is affected by culture, diversity and systemic racism?

The July 2023 issue of Professional Beauty includes an interview with founder of the Sorbet Group, Ian Fuhr, which delves deeply into this topic.

“I’ve always been fascinated by culture and the people side of the business. Half of my time at Sorbet was spent focusing on the company’s culture and the employees, so that over that time I built up a solid culture framework,” says Fuhr, who will present the keynote address at the World Spa & Wellness Convention on 3 September at Gallagher Convention Centre*.

During all his years at Sorbet (from 2005 to 2017), Fuhr did the staff induction training himself, so that everyone would fully understand his culture framework. He believes the group managed to grow so exponentially because of the culture and attitude of the Sorbet staff.

“The issue of consistency across salons in a chain is difficult to achieve as you’re dealing with staff offering very personal services. Another challenge is staff retention. That’s why I thought it was so important to get our ‘Sorbet Citizens’ to understand why they were doing what they were doing. The biggest question to ask in connection with staff retention is not why people are leaving their jobs, but why they are not staying.” Click here to read the rest of the article on pages 14, 15 and 16.

Fuhr will expand on this topic and how it relates to the spa industry in his presentation at the World Spa & Wellness Convention on Sunday, 3 September at Gallagher Convention Centre.

*EARLY BIRD SPECIALbook your 2-day pass for the World Spa & Wellness Convention for just R650 by clicking here

To see the convention programme click here

The World Spa & Wellness Convention runs alongside the Professional Beauty Johannesburg Expo. To pre-register for Professional Beauty click here