A warm welcome, an engaging smile and a 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 deliver it with each and every visit boost their overall sales as well as client loyalty.
An active day outside Base Salon in Chicago, Illinois.
Base Salon
BASE SALON
Chicago, IL
Krysta Rojas
SQUARE FEET: 926
TOTAL EMPLOYEES: 4
AVERAGE CUT & STYLE: $110
BEST-SELLING RETAIL: Stitched Extension Line, Kerastase, R+Co
COLOR: Redken
TECH SUPPORT: Meet, Vish
ASSOCIATIONS: CC
“We redesigned our training program/onboarding system. We found out what was important to the brand and then turned that into repeatable, trackable processes. We looked for the moment where a guest said ‘Wow, that was great!’ and then talked through more ways to enhance that part of the service.”
Owners Chenica Racine and Ricka O'Bannon welcome guests to C&R Beauty Bar in Louisville, Kentucky.
C&R Beauty Bar
C&R BEAUTY BAR
Louisville, KY
Chenica Racine & Ricka O'Bannon
SQUARE FEET: 2400
TOTAL EMPLOYEES: 5
AVERAGE CUT & STYLE: $145
BEST-SELLING RETAIL: Influance, Decca Plus, Kevin.Murphy
COLOR: Goldwell, Influence, Pulp Riot
TECH SUPPORT: Vagaro
ASSOCIATIONS: PBA
“We take tremendous pride in our level of customer care. We want our salon to be a place where clients not only receive exceptional hair services but also feel seen, heard, and genuinely cared for—a place where they can relax, step away from their routine, and let us take care of them.”
DOUGLAS J SALON + MEDSPA
Okemos, MI
Scott & TJ Weaver
SQUARE FEET: 10000, 1127, 1800, 2800
TOTAL EMPLOYEES: 87
AVERAGE CUT & STYLE: $86
BEST-SELLING RETAIL: Aveda, Oribe, Davines
COLOR: Aveda, Davines, Colorspace
SKINCARE: Aveda, PCA, Comfort Zone
NAIL CARE: OPI, Gelish
TECH SUPPORT: Zenoti,Vish
ASSOCIATIONS: ICA, PBA
“Guest feedback on all service experiences continues to be top of mind and is automated with Zenoti. If the guest visit is less than four stars, Zenoti alerts salon management to follow up with the guest to determine any issues that need correction or specific training with the stylist or technician.”
A service provider prepares a welcoming cup of tea at Drift Spa in Lancaster, Pennsylvania.
Drift Spa
DRIFT SPA
Lancaster, PA
Stacey Steffes
SQUARE FEET: 1500
TOTAL EMPLOYEES: 7
SKINCARE: Comfort Zone, Causemedic, Drift Spa Brand
TECH SUPPORT: Phorest
“We’ve thought of everything. All you need to do is rest. Our approach to customer service reaches far beyond a warm greeting; it is designed to feel like a hug for your nervous system, a spacious return to yourself, and an invitation to soften into stillness.”
Clockwise from the back left are the owners of Hair Solutions Salon & Spa, including Jessica Jones, Ashley Kiefer, Alayna Lang, Wendy Hendrix, Dawn Panfil and Kaysie Sikorski.
Hair Solutions
HAIR SOLUTIONS SALON & SPA
New Berlin, WI
Dawn Panfil , Kaysie Sikorski, Wendy Hendrix, Jessica Jones, Ashley Kiefer, Alayna Fuller
SQUARE FEET: 3000
TOTAL EMPLOYEES: 53
AVERAGE CUT & STYLE:$ 53
BEST-SELLING RETAIL: Redken, Pureology, Kerastase
COLOR: Redken, Pulp Riot
SKINCARE: Dermalogica, Glo Beauty
NAIL CARE: Hempz, DND, Artistic Aluram
TECH SUPPORT: Meevo, Tippy, Vish, SalonInteractive
ASSOCIATIONS: PBA, Green Circle
“Each of our Front Desk Experts aligns with our Company Core values, has the heart to provide excellent customer service, and has an enthusiastic and willing personality. We ensure that who we hire is a “people person’’ - that’s a non-negotiable.”
Lia Hakim, owner of Hott Salons in Armonk, New York.
HOTT SALONS INC
Armonk, NY
Lia Hakim
SQUARE FEET: 2400, 1500, 1200
TOTAL EMPLOYEES: 40
AVERAGE CUT & STYLE: $58
BEST-SELLING RETAIL: L’Anza, BOB
COLOR: L’Anza
SKINCARE: Jane Iredale
TECH SUPPORT: Phorest, Vish, Connect, Teams
ASSOCIATIONS: PBA
“Beyond service and systems, we focus on building emotional connection. We involve guests in our philanthropy and community initiatives by learning what causes matter to them and inviting them to participate in our give-back efforts. This creates loyalty that goes deeper than a typical salon visit.”
J.CON SALON AND SPA
St. Petersburg, FL
Joseph Connell
SQUARE FEET: 9000
TOTAL EMPLOYEES: 66
AVERAGE CUT & STYLE: $64
BEST-SELLING RETAIL: Aveda
COLOR: Aveda
SKINCARE: Aveda
NAIL CARE: OPI, Essie, CND
TECH SUPPORT: Meevo, Mya, Salonclouds+
ASSOCIATIONS: 2 to 10 Network
“Every week, we assemble gift bags complete with product samples, J.Con merchandise, and other small gifts. We call these ‘Day Maker Bags’…We want to be there for life’s highs and lows—whether it’s your birthday or anniversary, or you’re just having a rough day, these small gifts create a moment of care.”
Owner Janet St. Paul and the team from Janet St. Paul Studio for Hair and Beauty have a bit of fun in Austin, Texas.
Janet St. Paul Studio for Hair and Beauty
JANET ST. PAUL STUDIO FOR HAIR AND BEAUTY
Austin, TX
Janet St. Paul
SQUARE FEET: 2600
TOTAL EMPLOYEES: 10
AVERAGE CUT & STYLE: 120
BEST-SELLING RETAIL: Phyto, L'Oreal, Milbon
COLOR: L'Oreal, Redken
SKINCARE: PCA, Biopelle
TECH SUPPORT: Rosy, Salon Ninja, Vish, Tippy
ASSOCIATIONS: ICA, ISBN, PBA
“The goal is not only to offer beautiful hair and relaxing spa services, but to create a place where people feel emotionally supported. When someone walks out of our doors, we want them to feel uplifted, seen, and connected. This is the result of the love and care behind the passion that runs through our entire salon.”
The team from Legato Salon & Spa in Berkley, Michigan.
Legato Salon and Spa
LEGATO SALON & SPA
Berkley, MI
Karlyn Cassidy, Sheridan Cassidy & Diane Cassidy
SQUARE FEET: 1800, 3300
TOTAL EMPLOYEES: 20
AVERAGE CUT & STYLE: 65
BEST-SELLING RETAIL: Aveda
COLOR: Aveda
SKINCARE: Aveda, PCA Skin
TECH SUPPORT: Phorest, Green Circle
“A happy and educated team means an engaged and successful one, which translates to guests that crave their time with us. We want to build lifelong relationships with our community, and we do that through superb customer service and giving back to the guests who have given us so much.”
MERMAID HAIR EXTENSIONS
Kirkland, WA
Cindy Reynolds
SQUARE FEET: 3000, 1200
TOTAL EMPLOYEES: 15
AVERAGE CUT & STYLE: $150
BEST-SELLING RETAIL: Mermaid Extension Care, Olaplex, ColorWow
COLOR: Farouk Chi, Redken, Oligo
TECH SUPPORT: Phorest, Salon Agent.ai
ASSOCIATIONS: ICA, PBA, Green Circle
“We regularly bring the team together and role-play different scenarios such as greeting a new client, introducing each other, and making small-talk, even rehearsing conversation starters and practicing how to maintain steady communication.”
The team from Salon Raybon with their salon therapy dog Dolce in Baton Rouge, Louisiana.
Salon Raybon
SALON RAYBON
Baton Rouge, LA
Tonya Raybon
SQUARE FEET: 2300
TOTAL EMPLOYEES: 5
AVERAGE CUT & STYLE: $72
BEST-SELLING RETAIL: Eufora, Virtue, Shibui
COLOR: Leyton House, Redken
TECH SUPPORT: Phorest, Vish
ASSOCIATIONS: PBA, Green Circle
“The guests love the warm towel placed around the neck for the luxury shampoo and conditioning massage that takes place while you're in our serene wash house. It's quiet, the spa smells are going, and the spa music is rolling in the background.”
Bettina Howard, the owner of Sanctuary Salon & Spa.
Sanctuary Salon & Spa
SANCTUARY SALON & SPA
Cornelius NC
Bettina Howard
SQUARE FEET: 1600
TOTAL EMPLOYEES: 13
AVERAGE CUT & STYLE: 65
BEST-SELLING RETAIL: L’Anza, Davines
COLOR: L’Anza
TECH SUPPORT: Phorest, Mya, TrueLark, SalonScale
ASSOCIATIONS: PBA
“Throughout the service, stylists focus on education through a hands-on approach. Stylists place recommended products directly into the guest’s hands while they are being used. This allows the guest to understand how each product works and why it is being chosen.”
