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Management Practices

2016 Salon Today 200: Customer Service

Stacey Soble | December 1, 2015 | 1:51 PM
The team from On the Green Salon and Day Spa in Saint Marys, Georgia, with a demonstration of their love for clients.

Customer Service influences the experience your guest has in your salon. And, while solid customer service definitely has an impact on overall sales, it’s a trait that’s hard to measure. These honorees had to prove that they build engaging programs that encourage their team to deliver top-notch, consistent customer service to each guest at every visit.

BELLA CAPELLI SANCTUARIO
Westlake, OH
bellacapelli.com
Sandra Borrelli and Serina Peck
SQUARE FEET: 4,800
TOTAL EMPLOYEES: 45
AVERAGE CUT & STYLE: $50
BEST-SELLING RETAIL: Aveda
COLOR: Aveda
TECH SUPPORT: SalonBiz, Demandforce
ASSOCIATION: PBA
We use a secret shopping system that provides great feedback from our existing guests and their experiences. We also ask staff what they have done in the past month that they feel was above and beyond—by sharing with others, making guest feel special becomes contagious.”

BEYOND THE FRINGE HAIR DESIGNS
Hillsborough, NJ
beyondthefringesalons.com
Charlie and Donna Martin
SQUARE FEET: 1,400
TOTAL EMPLOYEES: 18
AVERAGE CUT & STYLE: $48
BEST-SELLING RETAIL: Redken, Pureology
COLOR: Redken, Pravana
TECH SUPPORT: Salon Iris, Demandforce
ASSOCIATION: PBA
“Our new-client gift bag contains salon information, a discount card for future services, a personal appointment book and product samples. Clients receive an email of appreciation for choosing our salon, which also invites them to fill out a brief survey about their visit.

BROWN & DELINE
Ann Arbor, MI
brownanddeline.com
Cathy Issel
SQUARE FEET: 3,800
TOTAL EMPLOYEES: 50
AVERAGE CUT & STYLE: $40
BEST-SELLING RETAIL: TIGI, Wella, Moroccanoil
COLOR: Wella, Redken, Matrix
TECH SUPPORT: Millennium, Demandforce, Constant Contact
ASSOCIATION: PBA
“We needed to provide our team members with some no-compromise experiences as an example. We held team meetings at local restaurants that provide amazing, above-and-beyond, no-compromise service.”

CENTRE SALON & SPA, WESTMINSTER
Westminster, CO
centresalon.com
James F. Pacifico
SQUARE FEET: 3,000  
TOTAL EMPLOYEES: 27
AVERAGE CUT & STYLE: $35
BEST-SELLING RETAIL: Aveda
COLOR: Aveda
TECH SUPPORT: SalonBiz, Demandforce
“Giving each guest service team member an allowance of $25 per month to spend on our guests to be a day-maker has been a game-changer for us. One guest called to have her head shaved as she was undergoing chemo, and a team member bought her five head scarves and showed her how to tie them.”



ON THE GREEN SALON AND DAY SPA
St. Marys, GA
onthegreensalonanddayspa.com
Mary Rose Cannistraro
SQUARE FEET: 5,100
TOTAL EMPLOYEES:26
AVERAGE CUT & STYLE: $40
BEST-SELLING RETAIL: Aveda
COLOR: Aveda
TECH SUPPORT: Millennium
ASSOCIATIONS: The Day Spa Association, NCA, PBA
“Guests may place an order for lunch from our Sicilian Café, relax with a glass of wine after a hectic day at work, or let us handle dinner with delicious take-out. Our culture has spread into the café, and Chef Michael and his team love bringing tasty treats for our guests to sample.”



PROGRESSIONS SALON SPA STORE
Rockville, MD
progressions.com
Cynthia Feldman
SQUARE FEET: 9,000
TOTAL EMPLOYEES: 58
AVERAGE CUT & STYLE: $83
BEST-SELLING RETAIL: Oribe, Kérastase, Bumble and Bumble
COLOR: Goldwell, Redken, Wella
TECH SUPPORT: Millennium, Demandforce  
ASSOCIATIONS: NCA, PBA
“We have a separate children’s room, stocked with a TV, DVDs and toys, where kids can wait and play. When we’re touring mothers with babies, we show them our breastfeeding room, which was honored with a Maryland Breastfeeding Coalition Designated Breastfeeding Area award.”



SKY SALON
Strongsville, OH
skysalon.com
Damon Jaskolka
SQUARE FEET: 2,400  
TOTAL EMPLOYEES: 17
AVERAGE CUT & STYLE: $49
BEST-SELLING RETAIL: Aquage, Kevin Murphy
COLOR: Goldwell, Matrix
TECH SUPPORT: SalonBiz, Demandforce
ASSOCIATION: PBA
“We challenge team members to think of what each of them can do to make clients feel more at home. We will give them the company credit card if they want to bake cookies or buy flowers—whatever mark they want to make to help accomplish this goal.”



TONYA JONES SALONSPA
Birmingham, AL
tonyajonessalon.com
Tonya Jones
SQUARE FEET: 3,500; 6,900
TOTAL EMPLOYEES: 35
AVERAGE CUT & STYLE: $65
BEST-SELLING RETAIL: Aveda
COLOR: Aveda
TECH SUPPORT: SpaBiz, Demandforce  
ASSOCIATION: PBA  
“One way we totally surpass in customer service is by having a mini café area with a full-time chef who caters to every need of our guest throughout the day—from light and healthy spa options such as fresh-pressed juices to snacks like homemade granola bars, and even decadent cakes and pastries.”



VANITY SALON
Houston, TX
vanity-salon.com
Glennis Tolunay, Fiona Tolunay and Rory Tolunay
SQUARE FEET: 3,200
TOTAL EMPLOYEES: 32
AVERAGE CUT & STYLE: $72
BEST-SELLING RETAIL: Aveda
COLOR: Aveda
TECH SUPPORT: SalonBiz, Demandforce
ASSOCIATION: PBA
“One of the things that sets us apart from any other Houston-area salon are the measures we take to accommodate the many sports fans among our client base. We put together a Vanity Fantasy Football league comprised of staff members and guests alike, and our guests love it.”  



VON ANTHONY SALON
Frisco, TX
vonanthonysalon.com
Amy Kott-Hovland and Kerry Hovland
SQUARE FEET: 3,400  
TOTAL EMPLOYEES: 29
AVERAGE CUT & STYLE: $77
BEST-SELLING RETAIL: Oribe, Kérastase
COLOR: Goldwell, Wella
TECH SUPPORT: Millennium, Demandforce, custom app
“Our salon has a zero-tolerance policy for gossip or trash talk. Backstage actions stay backstage, no off-day allowed; our guests are here for the performance, and they do not need to know our personal information.”

Additional Honorees
Allure Designs in Beauty, Libertyville, IL
Avenue Hair Design, Venice, FL
Beyond the Fringe Hair Designs, Hillsborough, NJ
Bii Hair Salon, West Dundee, IL
Blo, Raleigh, NC
Brio SalonSpa, Lethbridge ??
Charles Penzone Salons, Powell, OH
Emerge Modern Salon, Denver, CO
Ginger Bay Salon and Day Spa, St. Louis, MO
Omagi Salon & Spa, Louisville, KY
Pascal pour Elle, Glencoe, IL
Paul Kenneth Salon & Spa, Woburn, MA
RedBloom Salon, Calgary



 

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