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Salon Today 200

The 2013 SALON TODAY 200: Customer Service

Stacey Soble | January 10, 2013 | 10:23 AM
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Staff of Signature Salon in Lake Charles, Louisiana
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A welcoming gesture from Samantha Willes of Pure Aveda SalonSpa in Mount Dora, Florida.
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Staff of Modern Salon and Spa in Charlotte, North Carolina
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To flourish in today's business world, salons and spas must train staff on customer-service skills as stringently as they build technical foundations. We challenged applicants this year to put together a customer-service presentation intended for the head concierge of the Ritz Carlton who is seeking a first-class operation to refer guests. Extra credit was awarded to salons and spas that proved they have systems in place for monitoring the consitency and quality of each guest's experience.

Centre Salon & Spa, Arvada
Arvada, CO
centresalonarvada.com
James F. Pacifico
SQUARE FEET: 3,600
TOTAL EMPLOYEES: 26
AVERAGE CUT & STYLE: $37
BEST-SELLING RETAIL: Aveda
COLOR: Aveda
TECH SUPPORT: SalonBiz, SpaBiz, Demandforce
“During a new client consultation, clients are presented with three suggested cut and color options that vary from a slight to a dramatic change. Then we use an iPad portfolio to help confirm that both the stylist and the client understand the desired look.”

Eric Fisher Salon
Wichita, KS
ericfishersalon.com
Eric and Mary Fisher
SQUARE FEET: 4,000/1,500/1,500
TOTAL EMPLOYEES: 87
AVERAGE CUT & STYLE: $42
BEST-SELLING RETAIL: Aquage, Biomega, Kérastase
COLOR: Goldwell, L’Oréal Professionnel
TECH SUPPORT: STX, Survey Monkey
ASSOCIATIONS: PBA
“Following a cut and color, the stylist will teach the guest how to style their hair. They will explain what products to use, how to use them and how to use the brush and styling tools. Our goal is for guests to be able to style their hair at home the way we do in the salon.”

Geno Levi Salon

McMurray, PA
genolevi.com
Geno and Cindy Levi
SQUARE FEET: 4,000
TOTAL EMPLOYEES: 43
AVERAGE CUT & STYLE: $41
BEST-SELLING RETAIL: Geno Levi, White Sands
COLOR: BES from Milan
TECH SUPPORT: Milano
ASSOCIATIONS: NCA, PBA
“Each customer-service team member has been assigned a group of stylists for whom they perform concierge services, so if a guest’s visit involves a special occasion, she requires special assistance or has a limitation, her needs are met.”

Hue Salon & Spa

Huntington Beach, CA
huesalon.com
Janice Van Mullem
SQUARE FEET: 2,500
TOTAL EMPLOYEES: 22
AVERAGE CUT & STYLE: $62
BEST-SELLING RETAIL: Aveda
COLOR: Aveda
TECH SUPPORT: Millennium, Demandforce
“The Experience Tour is a five-minute tour offered to first-time guests that orients them to the facility, highlights our various services, points out value-added services, introduces our professional products and ends at the retail area where they can browse until their appointment.”

Jenni’s Salon & Spa
Normal, IL
jennissalonandspa.com
Jenni and John Kanski
SQUARE FEET: 3,500
TOTAL EMPLOYEES: 27
AVERAGE CUT & STYLE: $45
BEST-SELLING RETAIL: JPMS, Morrocanoil
COLOR: JPMS
TECH SUPPORT: Millennium, Demandforce
ASSOCIATION: NCA
“Our Silent Sinkuary is designed to enhance a guest experience by allowing them to relax in a dark, quiet room, where they receive a 15-minute therapeutic scalp massage with every shampoo.”

Jolie Salon and Day Spa

Blue Bell, PA
joliespa.com
Peter Lee
SQUARE FEET: 6,000
TOTAL EMPLOYEES: 65
AVERAGE CUT & STYLE: $65
BEST-SELLING RETAIL: L’Oréal Professionnel, Sebastian, Brazilian Blowout
COLOR: Wella, Redken
TECH SUPPORT: Milano, Demandforce
ASSOCIATIONS: Day Spa Association, PBA
“During their services, guests are offered refreshments from our amenities cart, featuring sodas, bottled water, iced tea and wine, as well as fruits, cheeses and crackers. They enjoy listening to our updated playlist or watching the flat-screen TV.”

Modern Salon and Spa
Charlotte, NC
modernsalonandspa.com
Arsalan and Arezo Hafezi
SQUARE FEET: 6,200/6,000/5,200/5,000/3,500
TOTAL EMPLOYEES: 131
AVERAGE CUT & STYLE: $58
BEST-SELLING RETAIL: Aveda
COLOR: Aveda
TECH SUPPORT: SpaBiz, Constant Contact, Demandforce, HeavenGroup
ASSOCIATION: PBA
“We recently made a drastic change to be more accurate and personable with each guest. We eliminated our call center and added more employees to every front desk in our five locations, where they work as a close-knit team with service providers.”

Pure Aveda Salonspa
Mount Dora, FL
visitpure.com
Michele and Ric Wilson
SQUARE FEET: 3,000
TOTAL EMPLOYEES: 27
AVERAGE CUT & STYLE: $45
BEST-SELLING RETAIL: Aveda
COLOR: Aveda
TECH SUPPORT: SpaBiz, Basecamp, Demandforce, Constant Contact
ASSOCIATION: Florida Retail Federation Beauty Industry Council
“Instead of reaching for a style book or magazine during consultations, we pull out an iPad and guide clients through an online ‘Pinfolio’ of the salon’s boards on Pinterest. Even if the client is just having a cut, it gets them beginning to think about color on their next visit.”

Signatures Salon

Lake Charles, LA
signaturessalon.biz
Wendy White-McCown
SQUARE FEET: 1,500
TOTAL EMPLOYEES: 18
AVERAGE CUT & STYLE: $38
BEST-SELLING RETAIL: Bumble and bumble
COLOR: Wella
TECH SUPPORT: SalonBiz, Demandforce
“Once clients are enrolled in Demandforce, automated e-mails or texts arrive 48 hours prior to service, which enable them to receive a reminder and to indicate their intent to attend.”

Studio 700 Salon and Spa
Corona, CA
studio700corona.com
Tamra Segert and Terri Modena
SQUARE FEET: 1,800
TOTAL EMPLOYEES: 12
AVERAGE CUT & STYLE: $50
BEST-SELLING RETAIL: Eufora
COLOR: Kemon
TECH SUPPORT: Insight, Constant Contact
ASSOCIATION: PBA
“Our team is very aware of the term 5-star service and we strive to deliver this to every guest. We are delighted to say we were voted the #1 salon in the Inland Empire of California for the past four years.”

Additional Honorees
Blo, Raleigh, NC
BLU Salon Aveda, Arcadia, CA
Bob Steele Salon, Inc., Marietta, GA
The Charles Penzone Salons, Powell, OH
Clive and Co. Hairdressing, Dallas, TX
The Hair Company, Leonardtown, MD
Impressions, Mequon, WI
Mango Hair Salon, Richmond, VA
Neff Studio Salon, Cape Coral, FL
Omagi Salon & Spa, Louisville, KY
Paris Parker, Hammond, LA
Paul Kenneth Salon & Spa, Woburn, MA
Pure Salon Spa, Louisville, KY
Salon Laurie & Company, Baltimore, MD
Zanya Spa Salon, Lambertville, NJ

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