MENU
SEARCHEarly on Friday mornings I get together with a group of women for a little coffee, gossip and community. I thought, “These women are a good representation of the target market many SALON TODAY readers are trying to reach..."
Early on Friday mornings I get together with a group of women for a little coffee, gossip and community. These women are in their early 40s, represent middle income to affluent households, and balance their lives between work and domestic management. As I looked around the table this week, I thought, “These women are a good representation of the target market many SALON TODAY readers are trying to reach—I bet they’d make a good focus group.”
Knowing that your most dangerous client is the one who doesn’t voice her service concerns to her service provider or to you, but who quietly complains to her friends, I asked them about their recent salon experiences and what things really got under their skin. None of these women work within the professional beauty industry, and I have to say I was surprised at their knowledge and sophistication about the inner workings of a salon. In a time when customer service is the key to maintaining and growing your business, I think these comments provide some valuable insight into your too quiet customers:
“I understand my colorist double-books appointments to boost her income, but I hate it when my appointment takes way longer than it should and it inconveniences me. And once, she actually got so busy she forgot about me and my color over-processed—it was a mess.” —Robin
“I am really grossed out when I walk back to my stylist’s station and there is hair on the floor from the previous client. Usually she’s in the process of sweeping it up, but I really don’t like to think about it.” —Wendell
“I hate it when I get a stylist who is uncomfortable maintaining a conversation and there are long awkward silences.” —Kathleen
“But I hate it when they chat too much! That’s my time to relax.”—Carol
“I’ve had a stylist who’s actually dropped a brush on the floor, picked it up and continued using it on me.” —Sharon
“I love my salon, but there seems to be a double standard. Whenever I show up for my appointment, they always get me in on time. But when I book a service for my son, it always seems like he has to wait 30 minutes or more. I know they aren’t making as much money off of him, but I’m still paying $25 for his cut and I usually buy products too.”—Jessica
“Hmm, I don’t know—I really love my stylist, I don’t have any complaints. If anyone is looking for someone really good, let me know.”—Erica
“It really irks me when they use all these products on my hair during a service, but don’t tell me what they are using. Then I get home and I can’t recreate the style. I don’t want a long, lengthy sales pitch, but I do want their advice about what products would work for me and why.” —Wendell
“Speaking of products, I was a loyal Kerastase user before I moved here so I sought out the only salon in town that carried the line. I went in when I needed to replenish products and started asking questions. The girls upfront didn’t know anything about the line. I even asked them, ‘Doesn’t someone come in and train you on these?’”—Kathleen
After moving to Colorado and teaching at a cosmetology school, Allison Stock joined Zandi K as a stylist, eventually becoming part of the Leadership Team, Education Team and Master Bridal Team. Today, as Director of Operation, Stock is Owner Nicki Wenz's right hand, managing human resources and operations, education and career development, and coaching and culture.
The company's Concealed Bead Method is raising the bar for what professional extension education can deliver.
Scott maximized her micro-salon by transitioning from stylist to strategic owner, focusing on recruiting and station-sharing. By prioritizing her ownership role over behind-the-chair work, she grew her team to six stylists within the two-chair, 150-square-foot space before eventually moving to a larger facility.
The former CFO of Perdue Farms and owner of Hardy Seafood, Terry Owens delivers a wealth of wisdom and strategies for entrepreneurs in his new book, "Business is Simple."
After scaling her single-location salon business, SALON TODAY 200 Honoree Amy Pal recently sold her six-location Whip Salon for seven figures. Using the six Ps for maximizing a business's value, she's ready to help her peers do the same.
Buried inside the One Big Beautiful Bill Act are federal solar tax credit changes that deserve your attention now. Two of the credits that matter most to commercial property owners, the Investment Tax Credit and the Production Tax Credit, are still available, but only if you move fast. A third, the Commercial Building Energy Efficiency Deduction, has a hard termination date that is closer than most people realize.
Up to 40% of hair stylists ghost the salon interview stage, leaving owners trapped playing endless phone tag with uncommitted applicants. This data-driven report breaks down why traditional job boards create recruitment friction and reveals the modern messaging strategies high-growth salons use to get pre-qualified talent to actually show up. Learn how to transition from cold calling to high-conversion conversations that protect your time and fill your chairs.
Sponsored by Beautista
Spit fests, hostile threats, and even an overachieving matchmaker--SALON TODAY readers share their craziest client tales and how their team handled these tough situations with professionalism and grace.
Keeping your appointment book full when clients are in vacation mode takes more than a good Instagram post. It takes a plan. The 2026 Summer Marketing Calendar from Meevo gives salon, spa & med spa owners a month-by-month roadmap with sharp themes, key opportunity dates, and campaign ideas specifically designed for the beauty & wellness industry. Here’s to your summer season working as hard as you do!
Sponsored by Millennium Systems International
AI is transforming the beauty and wellness industry, and the future is about empowering people, not replacing them. Discover how Phorest AI helps salons, spas, and med spas across North America respond faster, personalize every visit, and keep human connection at the heart of the client experience.
Sponsored by Phorest
Owner Michaella Blissett-Williams credits her General Manager Gloria Hortua with [salon] 718's year-over-year, double-digit growth and says she's been able to scale the company to eight locations because she can rely on Hortua to manage daily operations.
Shine Time: Aluram’s High Shine Line Delivers Moisture and Shine with Clean Ingredients
Sponsored by Aluram
Elyse Rogers is an uplifting presence at The Headroom who makes the team feel heard even in stressful situations. Owner Danielle Cherewyk sings her praises in this installment of Meet the Manager.
Despite a slight and predictable decline in client traffic for Q1, resilient pricing power is driving year-over-year revenue growth in salons. The KIM Report's Alain Audet reviews the data and what it's telling us about the state of professional beauty.
Same-store revenue grew just 2% for the second straight year—and new guest visits declined across every segment of the industry. The 2026 Benchmark Report reveals where growth is actually happening, which verticals are pulling ahead, and what the data says about where your business stands right now.
Sponsored by Zenoti
Hair restoration is entering a new era driven by regenerative science. This paper explores how Exosome technology is transforming treatment outcomes by targeting hair loss at a cellular level. Discover why EXOGROW is leading this shift.
Sponsored by Dermapenworld
A salon brand is much more than a logo. In this thought-provoking blog, Leon Alexander, Ph.D., walks you through the difference. SALON TODAY suggests sharing this article with your team and leading a discussion at your next huddle, asking the team to define your business's brand.
