Caruh's 'We Love People Like You' Campaign
In designing a client recruitment campaign, Cyndi DeSoto, owner of Caruh Salon Spa in Seattle, Washington, started paying attention to the people with whom her team associated.“In building a relationship business, I wanted our new guests ...
by Stacey Soble
2015 Salon Today 200: Customer Service
What does it take for a guest to truly feel welcome in your salon or spa? Today’s most customer-service savvy salons continue to go beyond a warm smile, a cool beverage and a trendy read in creating an experience that is personal, unique, ...
by Stacey Soble
Customer Retention 101 for the Hairdresser
Did you know that it costs six times more to acquire a new client than it does to retain one you already have? Or that a repeat customer spends 67 percent more on a given purchase than a new customer does?” Clearly it’s well worth ...
Front Desk Case Study: Salon Naman in Rock Hill, South Carolina
Hiring Crystal Focus four years ago was a way for Amy and Chris Naoum, co-owners of Salon Naman in Rock Hill, South Carolina, to take their business to the next level.“We were doing some amazing things,” says Amy. “We had ...
by Stacey Soble
6 Front Desk Strategies for Success
Strategies for SuccessNo matter how great your front desk staff is, you still have to have a system of accountability in place. Kristi Valenzuela, head of the Front Desk Division for Summit Salon Business Center, gives owners six ...
by Stacey Soble
Front Desk Focus
When Kristi Valenzuela founded her consulting company, Crystal Focus, 15 years ago, she coached salon owners on all aspects of profitability in the salon, including marketing, retail and team training. In fact, she still teaches a popular class ...
by Stacey Soble
STAMP 2014: Truu Salon's Client Loyalty Marketing
Truu Salon in Hollywood, Florida, collects a STAMP award for its client loyalty marketing program.
by Stacey Soble
How to Fill Your Chairs
STX's Jeff Mason gives owners advice on how to coach new stylists to recruit new clients.
Take Ownership for How Busy You Are
If you have stylists on staff who complain about how quiet they are, pass them this blog from Antony Whitaker, author of the Grow Series. It motivates your team to ask for referrals.
The Age of the Guest Experience
Today’s savviest beauty customers are shopping for experiences, and will pledge their loyalty to salons and spas that deliver. The industry’s hospitality masters share how to create and maintain a competitive edge through the guest experience.
by Stacey Soble
Eric Fisher's Hospitality Vocabulary
As one of the industry's thought leaders in the area of creating an unforgettable guest experience, Eric Fisher is shaping the vocabulary he expects staff to use with guests.
by Stacey Soble
Front Desk, Front Line
Crystal Focus Coaching's Kristi Valenzuela helps your salon make a great first impression by instilling customer service standards into your front desk team.
by Stacey Soble
Friendlier Skies
A canceled international flight forced me to experience a new airline and opened my eyes to a new adventure in hospitality.
by Stacey Soble
Surprise and Delight: Red 7 Salon's Customer Service Strategy
Red 7 Salon's David Kafer and Jason Hall keep their clients coming back with constant little customer service delights.
by Stacey Soble
Van Michael's 21 Guest Service Standards
Salon Owner Van Council says the secret to consistency in customer service across locations is the constant drilling of his company's 21 guest service standards.
by Stacey Soble
Handshake, Hug, Hello? What Is the Proper Business Greeting?
What is the proper protocol when you meet a client?
The Business of Hair Color: Under Promise, Over Deliver
Great colorists master the art of managing client expectations.
by Stacey Soble