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Management Practices

2015 Salon Today 200: Customer Service

Stacey Soble | December 10, 2014 | 9:44 PM

What does it take for a guest to truly feel welcome in your salon or spa? Today’s most customer-service savvy salons continue to go beyond a warm smile, a cool beverage and a trendy read in creating an experience that is personal, unique, and engaging. To gauge a salon’s commitment to customer service, we asked about specific service staff training, mystery shopping and guest surveys. We also challenged applicants to put together a customer service presentation intended for the head concierge of the Ritz Carlton who is seeking a first-class experience for her guests.

 

BROWN AND DELINE WEST
Ann Arbor, MI
brownanddeline.com
Cathy Issel
SQUARE FEET: 3800     
TOTAL EMPLOYEES: 55
AVERAGE CUT & STYLE: $40
BEST-SELLING RETAIL: Moroccanoil, TIGI, Aveda
COLOR: Wella, Redken, TIGI
TECH SUPPORT: Millennium, Demandforce, Constant Contact
ASSOCIATIONS: PBA  
“Guests are offered a hand and arm massage by one of our estheticians, who offer these free services between their own appointments. A member of management also stops over to greet new clients and introduce themselves.”

CHRISTINA & COMPANY SALON AND DAY SPA
Lafayette, IN
christinaspa.com
Christina Blumling
SQUARE FEET: 6000, 6500    
TOTAL EMPLOYEES: 60
AVERAGE CUT & STYLE: $36
BEST-SELLING RETAIL: L’Oreal Professionnel, Aveda, Moroccanoil
COLOR: L’Oreal Professionnel
TECH SUPPORT: Spa Salon Manager, Stylenet  
ASSOCIATIONS:     
“When booking a package at our salon, guests receive a phone call from the salon coordinator confirming the day and time of the appointment. The coordinator also sends out a customized itinerary of the day.”

CLIVE AND CO.
Dallas, TX
cliveandco.com
Clive Lamb
SQUARE FEET: 2650     
TOTAL EMPLOYEES: 22
AVERAGE CUT & STYLE: $80
BEST-SELLING RETAIL: Kerastase, Bumble and Bumble
COLOR: Wella, L’Oreal Professionnel, Sebastian
TECH SUPPORT: Millennium, Demandforce 
“To keep our receptionists’ time free to attend our clients’ needs, we use Demandforce to automatically manage e-mails and texts for our appointment confirmations. This is convenient for our clients and keeps our phone lines open.”

ERIC FISHER SALONS
Wichita, KS
ericfishersalon.com
Eric and Mary Fisher
SQUARE FEET: 4000, 1500, 1500   
TOTAL EMPLOYEES: 100
AVERAGE CUT & STYLE: $50
BEST-SELLING RETAIL: Aquage, Biomega, Kerastase
COLOR: Goldwell, L'Oreal Professionnel
TECH SUPPORT: STX, Survey Monkey
ASSOCIATIONS: PBA  
“We manage every point of contact the client has with us and craft the experience. We listen to our guests, we pamper them and we provide follow-up support.”

EvelineCharles
Edmonton, Alberta, Canada
evelinecharles.com
Eveline Charles
SQUARE FEET: 4500, 7500, 4500, 5300, 6300, 6400
TOTAL EMPLOYEES: 300
AVERAGE CUT & STYLE: $50
BEST-SELLING RETAIL: EvelineCharles
COLOR: EvelineCharles  
TECH SUPPORT: Korvue, Vertical Response  
ASSOCIATIONS: Intercoiffure
“We always go the extra mile. For example, a guest receiving a pedicure will leave with their perfectly polished toe nails as well as the bottle of polish freshly opened for the service, a nail file and sandals.”

HAIR M|W
Portland, OR
hairm-w.com
Celeste Trapp
SQUARE FEET: 3700, 2400, 2500, 4600  
TOTAL EMPLOYEES: 60
AVERAGE CUT & STYLE: $70
BEST-SELLING RETAIL: Oribe, Label M, Men's Dept
COLOR: L'Oreal Professionnel, MiN NYC, Redken
TECH SUPPORT: Millennium, Demandforce, Constant Contact
ASSOCIATIONS: Entrepreneurs Organization
“Clients will always be asked if they would like a complimentary microbrew on tap, glass of wine or a selection of non-alcoholic drinks. Locally roasted coffee is served in porcelain cups and saucers.”

JOHN ROBERT'S SPA
Mayfield Heights, OH
johnrobertsspa.com
John R. DiJulius III
SQUARE FEET: 7000, 2600, 2000, 1800  
TOTAL EMPLOYEES: 141
AVERAGE CUT & STYLE: $60
BEST-SELLING RETAIL: Aveda  
COLOR: Aveda  
TECH SUPPORT: SalonBiz, Demandforce, Hootsuite
ASSOCIATIONS:  CC       
“Our clients can expect personalized surprises like their favorite Starbucks drink waiting for them, or a ‘happy birthday’ sign in addition to extra treats like complimentary make-up touch ups post service, warm neck wraps, or a paraffin dip.”

LAVISH SALON AND SPA
Webster, TX
getlavish.com
Kristi Brehm
SQUARE FEET: 3700     
TOTAL EMPLOYEES: 36
AVERAGE CUT & STYLE: $68
BEST-SELLING RETAIL: Aveda
COLOR: Aveda  
TECH SUPPORT: Mindbody,  Demandforce         
“We offer our guests warm blankets at each shampoo bowl. A scalp massage is included in the shampoo treatment because we try to integrate spa-like experiences into our hair services as much as possible.”

PROGRESSIONS SALON SPA STORE
Rockville, MD
progressions.com
Cynthia Feldman
SQUARE FEET: 9000     
TOTAL EMPLOYEES: 57
AVERAGE CUT & STYLE: 77.5
BEST-SELLING RETAIL: Kerastase, Bumble and Bumble, Oribe
COLOR: Goldwell, Redken, L’Anza
TECH SUPPORT: Millennium, Demandforce  
ASSOCIATIONS: The Day Spa Association, NCA  
“We take new guests on a tour of the salon and spa. We show them our kids’ room, coat/changing room, guest blow dry station, restrooms, ATM, beverage/snack area, retail/make-up area, and the body and nail spas.”

PYARA SPA & SALON
Cambridge, MA
pyaraaveda.com
Christine Perkins
SQUARE FEET: 3200, 12600    
TOTAL EMPLOYEES: 70
AVERAGE CUT & STYLE: $67
BEST-SELLING RETAIL: Aveda  
COLOR: Aveda  
TECH SUPPORT: Millennium, Demandforce
“We look to strike a balance between educating our guests and selling to our guests, offering an opportunity to pre-book versus being pushy, letting them know they are the core of our business and the reason why we are in this industry.”

ADDITIONAL HONOREES*
Alexander’s Hair + Skin, Los Angeles, CA
Bella Bethesda Salon, Bethesda, Maryland
Blo, Raleigh, NC
The Charles Penzone Salons, Powell, OH
CoCo Cheveux, South Portland, ME
Five Senses Spa and Salon, Peoria, IL
Free Spirit Salon, Alpharetta, GA
Hollywood Hair Salon and Spa, Centralia, IL
La Tierra Salon & Day Spa, Highlands Ranch, CO
Leading Edge Salon, Santa Rosa, CA
Maggie The Salon, Pembroke Pines, FL
Mane Attraction Salon, Phoenix, AZ
N Style Salon, Saugus, CA
Nurtur the Salon, Columbus, OH
Omagi Salon & Spa, Louisville, KY
On the Green Salon and Day Spa, St. Mary’s, GA
Paul Kenneth Salon & Spa, Woburn, MA
The Root Salon, Phoenix, AZ
Salon Rootz, Inc., Medina, OH
Studio Wish Salon, Twinsburg, OH

*Additional honorees have accrued more than one honor in the the 2015 Salon Today 200 and their salon is profiled in another category.

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