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At Janet St. Paul Studio for Hair and Beauty, Director of Operations Natasha McMillen helps bring her wife Janet St. Paul's vision to life, elevating every system from education to operations.
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Salon Today 200: CUSTOMER SERVICE
A genuine smile, a light refreshment, an invigorating scalp massage--in the new economy, going above and beyond is the new customer-service, standard. These ST200 honorees...
by Salon Today Staff
January 2, 20105 min to read
Ambience Salon Spa
West Chester, OH
ambiencesalonspa.com
Sandy Reder and Sharon Thompson
SQUARE FEET: 4,600
TOTAL EMPLOYEES: 12
AVERAGE CUT & STYLE: $45
BEST-SELLING RETAIL LINE: Aveda
COLOR LINE: Aveda
SALON SOFTWARE: SalonBiz
ASSOCIATION: PBA
“One of our most important customer-service initiatives is our Experience Card. At check in, guests receive a card that entitles them to a choice of two complimentary stress-relieving experiences—a mini chair massage, mini facial, hand and arm massage, hot towel-infused conditioning treatment or makeup touch-up.”
Artistic Trends Salon
Sellersville, PA
artistictrendssalon.com
Barbara Berbench
SQUARE FEET: 1,600
TOTAL EMPLOYEES: 7
AVERAGE CUT & STYLE: $48
BEST-SELLING RETAIL LINES: Redken, Brccato, American Crew
COLOR LINE: Redken
SALON SOFTWARE: ClienTrak
“Our Mystery Shopping program provides detailed analysis of team performance-related issues. The results of mystery shoppers are shared openly at team meetings, with praise given where praise is due and retraining arranged when necessary.”
Atelier Rouge Hair and Body Retreat
Baton Rouge, LA
atelierrouge.biz
Laura Souter
SQUARE FEET: 1,702
TOTAL EMPLOYEES: 3
AVERAGE CUT & STYLE: $47
BEST-SELLING RETAIL LINE: Paul Mitchell
COLOR LINE: Paul Mitchell
SALON SOFTWARE: SalonBiz
ASSOCIATIONS: PBA. Intercoiffure
“All service providers incorporate aromatherapy into whatever service we provide because it helps to de-stress the client and change their mental space. Hot foot soaks begin every spa service, and some of our regular guests have their own robes that we’ve monogrammed for their special use.”
Avalon Salon and Day Spa
Deer Park, IL
Avalondeerpark.com
Bonnie and August Conte, Shyla and Richard Kurnick
SQUARE FEET: 5,200
TOTAL EMPLOYEES: 55
AVERAGE CUT & STYLE: $55
BEST-SELLING RETAIL LINE: Aveda
COLOR LINE: Aveda
SALON SOFTWARE: Harms/Millennium
ASSOCIATION: PBA
“We conduct three huddles per day at the beginning of each shift, which allow us to review what is occurring in each department and educate staff on special parties taking place. Clients love that our staff all seem knowledgeable and positive—they feel special when a team member wishes them a happy birthday or welcomes them on their first visit.”
Bijin Salon and Spa
Prairre Village, KS
bijinsalon.com
Mary Jane Van De Castle and Connie Suss
SQUARE FEET: 8,500
TOTAL EMPLOYEES: 73
AVERAGE CUT & STYLE: $50
BEST-SELLING RETAIL LINES: Kerastase, Bumble and bumble
COLOR LINE: Redken
SALON SOFTWARE: Mikal
ASSOCIATIONS: PBA, Helzberg Entrepreneurial Mentoring Program, The Central Exchange
“We begin every year with a customer-service theme, which enhance our ability to improve relations with internal and external customers. This year our theme was The 3 Gs: Grateful, Generous and Gracious.”
Eric Fisher Salons
Wichita, KS
ericfisheraalon.com
Eric and Mary Fisher
SQUARE FEET: 1,500/4,000/1,500 (three locations) plus 15,000 for Eric Fishier Academy
TOTAL EMPLOYEES: 90
AVERAGE CUT & STYLE. $50
BEST-SELLING RETAIL LINE: Aquage
COLOR UNES: L’Oréal, Goldwell
SALON SOFTWARE: STX
“Our goal is and has always been to manage customer experience with systems scripts and behavioral training we don’t call it customer service but enlightened hospitality coined by Restaurateur Danny Meyers. We live, teach and measure it."
A genuine smile, a light refreshment, an invigorating scalp massage—in the new economy, going above and beyond is the new customer-service standard. These ST200 honorees consistently rate high marks in customer service, because they develop strict standards, train on their initiatives and constantly measure client perception.
Hue, An Aveda Lifestyle Salon and Spa
Huntington Beach, CA
huehb.com
Janice Van Mullen
SQUARE FEET: 2,600
TOTAL EMPLOYEES: 31
AVERAGE CUT &STYLE: $65
BEST-SELLING RETAIL LINE: Aveda
COLOR LINE: Aveda
SALON SOFTWARE: Harms/ Millennium
“To help track new guest satisfaction. Hue has a guest call-back program. Our frontline manager calls each new guest a day or two after their service. Each call is scripted and documented on a form. All feedback from the guest is provided directly to the staff. If there are challenges, the frontline manager is empowered to address the challenge in the appropriate manner.”
Indra Salon and City Spa
Andover, MA
indrasalon.com
April Lyn Grafteo and Jose Babstirie
SQUARE FEET: 2,000
TOTAL EMPLOYEES: 39
AVERAGE CUT & STYLE: $65
BEST-SELLING RETAIL LINE: Aveda
COLOR LINES: Aveda, Goldwell, Redken
SALON SOFTWARE: Harms/Millennium
ASSOCIATION: PBA
“One of our most talked about experiences, is the lather lounge menu. This menu consists of questions to ensure the best experience possible, such as water temperature, aromatherapy, steam towel wrap, pressure for scalp, hand and neck massage and the length of the shampoo.”
Mane Attraction Salon
Phoenix, AZ
maneattractionsalon.com
Kendall Ong and Beate Assmuth-Ong
SQUARE FEET: 2.400
TOTAL EMPLOYEES: 24
AVERAGE CUT & STYLE: $71
BEST-SELLING RETAIL LINES: Bumble and bumble, Aveda
COLOR LINES: Wella, Aveda
SALON SOFTWARE: Harms/ Millennium
ASSOCIATION: PBA
“We serve as a concierge for our clients—making reservations at restaurants, sending and receiving taxes, checking or, flights or theater times, ordering flowers, recommending preferred merchants, even making appointments at other salons. We are developing a main Attraction directory that will recommend staff referrals and list our clients businesses.”
Navii Salon Spa
Schererville, IN
navii.com
Tracey Stokes
SQUARE FEET: 3,400
TOTAL EMPLOYEES: 12
AVERAGE CUT & STYLE: $50
BEST-SELLING RETAIL LINES: Bumble and bumble, Davines
COLOR LINES: Davines
SALON SOFTWARE: Harms/ Millennium
ASSOCIATIONS: CC, NCA, YBN
“We offer several relaxation areas where guests can sit and enjoy a beverage, read, work and. of course, relax. There is tree Wi-Fi throughout the salon, as well as a natural habitat garden with a large private sun deck for those who wish to meditate and enjoy the outdoors.”
Additional Honorees
Appearances Hair Color and Design Studio, Westminster, CO
Beau Monde Spalon, St. Johns, FL
Bell Tower Salon, Medi Spa and Store, Wyomissing, PA
The Charles Penzone Family of Salons, Columbus, OH
Ginger Bay Salon and Spa, St. Louis, MO
HQ Salon and Spa, Portage, MI
Jolie Salon and Day Spa, Blue Bell, PA
Jon Alan Salon, Nashville, TN
Mauricio Fregoso Salon, Tucson, AZ
Maximum FX Salons Spas, Austin, TX
Red 7 Salon, Chicago and Evanston, IL
Square One Salon and Spa, Dayton, OH
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