A warm welcome, a refreshing beverage and a close personal connection with a client can be as important in retaining her business as the precision of the cut or the dimension of the color. Customer service impacts the overall experience, and salons and spas that deliever it with each and every visit boost their overall sales as well as client loyalty.

The team from Bella Lago Salon and Skincare in Cornelius, North Carolina during their Candyland-themed retail promotion.  
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The team from Bella Lago Salon and Skincare in Cornelius, North Carolina during their Candyland-themed retail promotion. 

BELLA LAGO SALON AND SKINCARE
Cornelius, NC
bellalagosalon.com
Gabe and Merrisa Barnhardt
SQUARE FEET: 7000, 1200    
TOTAL EMPLOYEES: 30
BEST-SELLING RETAIL: Aveda, Oribe 
COLOR: Aveda  
SKINCARE: SkinCeuticals, Eminence 
TECH SUPPORT: Phorest  
“We recently began offering complimentary mini-facials to our salon guests to introduce them to our new spa area. Guests are thrilled, and our spa is getting busier. Last month, 54 received a complimentary mini-facial and 10 prebooked for the 60-minute service.” 

Kayli Abney and Jen Baudier, owners of Bella Style Salon in Slidell, Louisiana.  
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Kayli Abney and Jen Baudier, owners of Bella Style Salon in Slidell, Louisiana. 

BELLA STYLE SALON
Slidell, LA
mybellastyle.com
Kayli Abney & Jen Baudier
SQUARE FEET: 3800     
TOTAL EMPLOYEES: 11
BEST-SELLING RETAIL: Oribe, B.O.B., Skin Medica
COLOR: ColorSpace  
SKINCARE: SkinMedica  
TECH SUPPORT: Phorest   
ASSOCIATIONS:  ICA  
“All new team members learn our customer journey within 30 days of their training, including the proper way to greet clients by name, how to make a proper drink from our beverage bar, how to show them where the restroom is and how to do consultations face-to-face.”
    

CENTRE SALONS AND SPAS
Arvada, CO
centresalons.com
Jim Pacifico/Keli Kenyon
SQUARE FEET: 3048, 3320, 2100   
TOTAL EMPLOYEES: 60
BEST-SELLING RETAIL: Aveda  
COLOR: Aveda  
SKINCARE: Aveda, Cosmedical 
NAIL CARE: Jessica Cosmetics, OPI 
TECH SUPPORT: SalonBiz, Google Forms  
“Each front-line team member gets $25 every month to use to surprise and delight a guest. Recently, a guest told us he adopted a puppy and we got him a gift card to a pet store. These small gestures go a long way, and our team loves to surprise and delight guests.”

The team from Frank Anthony Salon in Chester, New Jersey.  
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The team from Frank Anthony Salon in Chester, New Jersey. 

FRANK ANTHONY SALON
Chester, NJ
frankanthony.com
Brianna Rademacher
SQUARE FEET: 5000     
TOTAL EMPLOYEES: 40
BEST-SELLING RETAIL: Frank Anthony Elite, Moroccanoil, Redken
COLOR: Redken, Matrix 
SKINCARE: Guinot, Vivant 
NAIL CARE: OPI  
TECH SUPPORT: Meevo, Emma, SalonClouds+   
ASSOCIATIONS:  ICA     
“Our social awareness program teaches new employees (who are typically just graduating) how to notice clients and be aware of their surroundings. They learn how to notice if a client is waiting too long, are unhappy or when they need a little extra love and pampering.”

The team from Jessica's Color Room in Cromwell, Connecticut.  
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The team from Jessica's Color Room in Cromwell, Connecticut. 

JESSICA'S COLOR ROOM SALON
Cromwell, CT
jessicascolorroom.com
Jessica L Dudley
SQUARE FEET: 2700     
TOTAL EMPLOYEES: 12
BEST-SELLING RETAIL: Olaplex, DevaCurl, Morocanoil
COLOR: Redken, Pulp Riot 
TECH SUPPORT: Phorest, Vish, Tippy
“Clients are offered a tour of our facility where we explain the purpose of each room, with a special emphasis on the our silent appointment room, which allows them a peaceful and uninterrrupted experience if they choose.”

LOVELY SALON AND SPA
St. Francis, WI
lovelysalonandspa.com
Joan D Kelly
SQUARE FEET: 1875     
TOTAL EMPLOYEES: 21
BEST-SELLING RETAIL: Aveda  
COLOR: Aveda  
SKINCARE: Aveda  
NAIL CARE: Zoya  
TECH SUPPORT: Phorest, Vish  
ASSOCIATIONS: PBA   
“Our salon and spa is an oasis in the middle of an urban area, and to give that relaxing experience we built a Zen garden where cients can sip their tea, enjoy outside or simply meditate—it has a water feature, fire pit, rose garden and lavender and eucalyptus growing with seating in different areas.”

Eneth and Mitch Eubanks, founders of MW Salon in Oviedo, Florida.  
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Eneth and Mitch Eubanks, founders of MW Salon in Oviedo, Florida. 

MW SALON 
Oviedo, FL
yourmwsalon.com
Mitch Eubanks
SQUARE FEET: 1440     
TOTAL EMPLOYEES: 16
BEST-SELLING RETAIL: Bumble and Bumble, Color Wow, Moroccanoil
COLOR: Wella, Joico, American Crew
TECH SUPPORT: Phorest, Tippy, Mya 
ASSOCIATIONS: ISBN  
“We are a salon that celebrates diversity and inclusivity. Services are tailored based on hair length rather than gender, and the pricing and timing reflect this inclusive approach. We also have a private room with a shampoo bowl for a client who prefers a discreet service.”   

The team from My Father's Mustache in Cookeville, Tennessee.  
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The team from My Father's Mustache in Cookeville, Tennessee. 

MY FATHER'S MUSTACHE SALON COMPANY
Cookeville, TN
myfathersmustachetn.com
Brittany Fletcher Elmore and Debbie Fletcher Dalton
SQUARE FEET: 1100     
TOTAL EMPLOYEES: 20
BEST-SELLING RETAIL: Redken, Pureology, Paul Mitchell
COLOR: Redken, Pulp Riot, Pravana
SKINCARE: Control Corrective, Bioelements, Hempz
NAIL CARE: OPI, CND, Footlogix
TECH SUPPORT: Envision, Text Request, Jotform 
ASSOCIATIONS: PBA, TCAT Advisory Board Members, Aspire Advisory Board
“While mom and dad relax during their services, their kiddos are treated to finger nail painting and mustache tattoos. When kids get their first haircut they become members of the ‘Mustache Kid’s Club’ and can choose mustache goodies from our treasure jar.”

The team from Randolph's Salon in Clarkston, Michigan.  
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The team from Randolph's Salon in Clarkston, Michigan. 

RANDOLPH'S SALON CO.
Clarkston, MI
Randolphssalon.com
Scott & Mary Randolph, Austin Randolph
SQUARE FEET: 3000, 3000, 3000   
TOTAL EMPLOYEES: 80
BEST-SELLING RETAIL: Pureology, Redken, Mizani
COLOR: Redken  
TECH SUPPORT: Envision     
ASSOCIATIONS:  ICA, 2 to 10  
“A high quality, energetic, kind and stable front desk team is one of the best approaches to customer service. People value nice people and no matter what trends come and go I don’t think that concept is going away.”

The team from Varuna Salon in Annapolis, Maryland.  
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The team from Varuna Salon in Annapolis, Maryland. 

VARUNA AVEDA SALON SPA
Annapolis, MD
varunasalonspa.com
Rebecca & Riccardo Santoro
SQUARE FEET: 4000     
TOTAL EMPLOYEES: 28
BEST-SELLING RETAIL: Aveda  
COLOR: Aveda, ColorSpace 
SKINCARE: Aveda, Jan Marini 
TECH SUPPORT: SalonBiz, Demandforce  
ASSOCIATIONS:  ISPA, PBA, Qnity
“Each guest is assigned a concierge team members responsible for their Varuna experience alongside the service provider from beginning to end. Our guest’s next appointment is scheduled in the chair, which keeps the interaction intimate and allows for an 85% rebook rate.”

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