Case study
Launch Premium Services
- Client type
- Luxury men's grooming chain
- Region
- South Asia
- Services
- 5
- Outlets
- 40
- Staff trained
- 400
01 · The brief
What the client needed
A 100-year-old British luxury men's grooming chain with a growing business in South Asia required a high-quality mix of luxury face treatments for club members and a quick, biology-forward skin treatment for VIP clients.
02 · Design
A luxury experience within tight cost constraints
B.LAB started the design process by understanding the client's technical, quality and cost requirements and business needs. The key challenge was to deliver a luxury experience within tight cost constraints.
B.LAB tested several formulations and supplier options to arrive at an ideal product mix that could be translated into high-quality services meeting the client's needs.
03 · Validation
Efficacy and service quality, validated with three groups
- 01
Technical staff
A detailed review of the protocols and SOPs. The technical staff also tried the services on themselves.
- 02
Professional staff
Detailed demonstrations at multiple locations, to address different weather conditions.
- 03
Key clients
Services performed in real-life conditions to show results.
04 · Training
400 staff trained on-premise, and trainers who continue year-round
Level 1 · Outlet staff · 8 weeks
On-premise training at multiple locations
The B.LAB team travelled to multiple locations over an 8-week period, training staff on-premise in detailed application techniques, product knowledge and claims control. Staff members were given hands-on application experience.
Level 2 · Client trainers
Train-the-trainer programme
The client's trainers were trained under the train-the-trainer programme, so that outlet staff receive ongoing training year-round.
05 · Results
Launched in 3–6 months, reordered 12 times in the first year
3–6
Months to launch
From first brief to premium services live in the chain's South Asia outlets.
12
Reorders in the first 12 months
Repeat offtake after launch.
+1
VIP service added
Added to the menu after the first 5 services launched.
+5
Outlets added
Added over time. The 40 outlets include these 5.
- Premium services taken to market across the chain's South Asia outlets.
- 5 services developed, validated and added to the menu.
- 400 staff trained on-premise across 40 outlets, with the client's own trainers continuing training year-round.
Planning premium services for your locations?
B.LAB develops the products, writes the protocols and trains your staff and trainers.