Salon: Bella Vita Salon and Day Spa
North Andover, Massachusetts
Owners: John and Cheryl Currao
Makeover: Winning over VIPs. Club Bella Vita is our free VIP club that guests can join online. Upon joining, guests receive monthly wellness tips, promotions, coupons and birthday surprises. After-hours makeup classes, wine tastings and cooking classes are also regularly offered, and they are held in our Tranquility Lounge that overlooks a lake
Why we did it: We wanted clients to sit, relax and explore what Bella Vita is all about!
Impact on the business: It has been wildly successful, and utilized by people all over the United States.
Salon: Imagine Salon
Grand Blanc, Michigan
Owners: Shelly and Edmund Kovach, Shannon Thomas, Shannon Kelly
Makeover: Fixing front-desk training. When I recruit a stylist, my manager trains them on the front desk and they work there until we have an opening for an associate stylist. This way they see day-to-day operations and learn to use their voice, body language, upselling services, closing the sale, retailing and top customer service. They learn how to rebook and do confirmation calls as well.
Why we did it: We developed this after reading “The Front Desk Doctor” by Crystal Focus. Trainees listen to one of the program’s CD and write down what they learn.
Impact on the business: It takes extra time to coach and grow your own stylists, but in the end, they are dedicated, loyal, and business-minded, as well as being artists. And we’re never short-staffed at the front desk!