Client Retention Guidebook
Everything you need to know about client retention as a salon owner.
2014 SALON TODAY 200: Customer Service
Introducing the 2014 SALON TODAY 200 Customer Service honorees.
November 26, 2013
5 min to read
Of all the management areas, customer service is the one where salons and spas must continually up the ante. Gestures like a welcoming smile, a refreshing beverage and the latest magazine are standard, and owners are finding new ways to push the experience envelope. We challenged applicants this year to put together a customer service presentation intended for the head concierge of the Ritz Carlton who is seeking a first-class operation to refer guests. Extra points were awarded to salons and spas that proved they have systems in place for monitoring the consistency and quality of each guest’s experience.
Bell Tower Salon, Medi-Spa and Store
Wyomissing, PA
belltowersalonspa.com
Carolyn Helms
SQUARE FEET: 8,000
TOTAL EMPLOYEES: 52
AVERAGE CUT & STYLE: $45
BEST SELLING RETAIL: Oribe, Bumble and bumble
COLOR: Wella
TECH SUPPORT: Millennium, Demandforce
ASSOCIATIONS: I/SPA, Intercoiffure
“Our front desk staff give new guests to tours of our apothecary, highlighting commonly looked for areas, such as the coat closet, beverage bar and restrooms. Guests are also handed a copy of our newest newsletter with at least one item pointed out to them to consider.”
Bella Bethesda Salon
Bethesda, MD
bellabethesda.com
Stacy Dabney Ramirez and Lindsey Dabney Cabrera
SQUARE FEET: 3000
TOTAL EMPLOYEES: 28
AVERAGE CUT & STYLE: $62
BEST SELLING RETAIL: Redken, Phyto, Pureology
COLOR: Redken and Wella
TECH SUPPORT: Millennium, Constant Contact, Demandforce
“Our website contains information on each stylist, including their experience level, specialties and interests. We feel this puts new guests at ease, and lessens the stress about choosing a new stylist.”
BLU Salon Aveda
Arcadia, CA
blusalonaveda.com
Kim Hansen
SQUARE FEET: 1700
TOTAL EMPLOYEES: 15
AVERAGE CUT & STYLE: $65
BEST SELLING RETAIL: Aveda
COLOR: Aveda
TECH SUPPORT: Booker, HeavenGroup
ASSOCIATIONS: PBA
“Upon arriving at BLU, you’ll smell our signature aroma, hear our Pink Martini music, be greeted with a smile and a hot scented towel and be offered a cup of comforting tea. Or if it’s cocktail hour, you’ll be tempted by BLU’s cocktail of the month.”
Clive and Co.
Dallas, TX
www.cliveandco.com
Clive Lamb
SQUARE FEET: 2,650
TOTAL EMPLOYEES: 20
AVERAGE CUT & STYLE: $80
BEST SELLING RETAIL: Kerastase, Bumble and bumble
COLOR: Wella, L’Oreal
TECH SUPPORT: Millennium, Demandforce
ASSOCIATIONS: PBA
“All beverages are served restaurant-style with a Clive and Co. logo-printed beverage napkin. If we don’t have a guest’s favorite beverage, we take note of it and have it available on their next visit.”
Jolie Salon & Day Spa
Blue Bell, PA
joliespa.com
Peter Lee
SQUARE FEET: 6,000
TOTAL EMPLOYEES: 65
AVERAGE CUT & STYLE: $65
BEST SELLING RETAIL: Kerastase, Living Proof, private label
COLOR: Wella, Shades, Natrique
TECH SUPPORT: Milano, Demandforce
ASSOCIATIONS: The Day Spa Assocation, PBA
“Clients wishing to book group, corporate, bridal or offsite services are referred to our Special Events Coordinator who is availalble seven days a week, including outside normal business hours by cell phone.”
Nuovo Salon Group
Sarasota, FL
nuovosalongroup.com
Terrence McKee and James Amato
SQUARE FEET: 3300, 2000, 3000
TOTAL EMPLOYEES: 75
AVERAGE CUT & STYLE: $57
BEST SELLING RETAIL: Aveda
COLOR: Aveda
TECH SUPPORT: SalonBiz, Demandforce
ASSOCIATIONS: Intercoiffure, PBA
“Our front desk is trained through our Guest Care systems, including Inspiring Champion’s Top Gun Front Desk training. We only assign experienced reservationists to man our call center creating an instant comfort level for guests.”
Omagi Salon & Spa
Louisville, KY
omagisalonspa.com
Marian Maruca Sang
SQUARE FEET: 2500
TOTAL EMPLOYEES: 31
AVERAGE CUT & STYLE: $48
BEST SELLING RETAIL: Aveda
COLOR: Aveda
TECH SUPPORT: SalonBiz, Go Loyal
ASSOCIATIONS: NCA
“We have two employees who serve as guest personal assistants—their sole purpose is to ensure guests’ total comfort, including walking them to their car with an umbrella in the rain or copying recipes or articles from magazines they’ve enjoyed.”
Rose Colored Glasses Salon and Spa
Manitowoc, WI
rcgsalon.com
John and Nicole Stelzer
SQUARE FEET: 1700
TOTAL EMPLOYEES: 9
AVERAGE CUT & STYLE: $35
BEST SELLING RETAIL: Aveda
COLOR: Aveda
TECH SUPPORT: SalonBiz, Demandforce
ASSOCIATIONS: PBA
“New guests are often surprised to be greeted by name and welcomed by every team member. This happens because we provide a list of new guests to the team at each daily huddle, then our staff find a courteous way to welcome each without interrupting the service.”
Westside Hair Care
Hackettstown, NJ
westsidehair.com
Maureen Kimble
SQUARE FEET: 1,700
TOTAL EMPLOYEES: 6
AVERAGE CUT & STYLE: $37
BEST SELLING RETAIL: Redken
COLOR: Redken
TECH SUPPORT: Leprechaun, iContact
ASSOCIATIONS: Professional Beauty Assocation (PBA)
“Our customer service training includes mandatory reading of John DiJulius’ Secret Service and taking the Employee Service Aptitutde Test, which is a series of questions and scenarios regarding a guest’s experience.”
William Edge Hair.Makeup
new braunfels, TX
williamedge.com
william edge
SQUARE FEET: 4500
TOTAL EMPLOYEES: 29
AVERAGE CUT & STYLE: $89
BEST SELLING RETAIL: Aveda
COLOR: Aveda
TECH SUPPORT: SalonBiz, Demandforce
ASSOCIATIONS: ISBN
“We incorporate iPad into the styling regimen of the visit, video styling lessons for guests and email to them for at-home reference. Guests also invited for complimentary fringe trims and blow-dry lessons if they need additional help.”
Additional Honorees
Bijou Salon, Skaneateles, NY
Centre Salon & Spa, Westminster, Westminster, CO
Eric Fisher Salons, Wichita, KS
Garbo A Salon & Spa, Austin, TX
Headlines The Salon, Enicnitas, CA
Hue Salon & Spa, Huntington Beach, CA
Ihloff Salon and Day Spa, Tulsa, OK
Maggie the Salon, Pembroke Pines, FL
Mango Salon, Richmond, VA
Maxime, Hingham, MA
Nurtur the Salon and Spa, Columbus, OH
Paris Parker Salons & Spas, Hammond, LA
Paul Kenneth Salon & Spa, Woburn, MA
Spa Mizan, Lafayette, LA
Studio Be Salon, Fort Collins, CO
The Hair Company, Leonardtown, MD
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