Salon Client Care: How to Maximize Your Potential for Success

160 Pages·1999·1.69 MB·English

by  J. Elaine Spear

SSaalloonn
Client Care
How to
Maximize
Your Potential
for Success

SSaalloonn
Client Care
How to
Maximize
Your Potential
for Success
J. Elaine Spear
NOTICE TO THE READER
Publisher does not warrant or guarantee any of the products described herein or perform any independent analysis in
connection with any of the product information contained herein. Publisher does not assume, and expressly disclaims, any
obligation to obtain and include information other than that provided to it by the manufacturer.
The reader is expressly warned to consider and adopt all safety precautions that might be indicated by the activities herein and
to avoid all potential hazards. By following the instructions contained herein, the reader willingly assumes all risks in con-
nections with such instructions.
The publisher makes no representation or warranties of any kind,including but not limited to,the warranties of fitness for par-
ticular purpose or merchantability,nor are any such representations implied with respect to the material set forth herein,and
the publisher takes no responsibility with respect to such material. The publisher shall not be liable for any special,
consequential,or exemplary damages resulting,in whole or part,from the readers’use of,or reliance upon,this material.
Cover Design: J Squared Designs,Troy, NY
Milady Staff
Acquisitions Editor: Pamela Lappies
Project Editor: NancyJean Downey
Marketing Manager: Donna Lewis
Production and Art/Design Coordinator: Suzanne Nelson
COPYRIGHT © 1999
Milady Publishing
(a division of Delmar Publishers)
®
I T P
an International Thomson Publishing company
Printed in Canada
Distributed simultaneously in the United States of America and Canada
For more information, contact:
Milady/SalonOvations Publishing
3 Columbia Circle , Box 12519
Albany, New York 12212-2519
All rights reserved. No part of this work covered by the copyright hereon may be reproduced or used in
any form or by any means—graphic, electronic, or mechanical, including photocopying, recording,
taping,or information storage and retrieval systems—without the written permission of the publisher.
1 2 3 4 5 6 7 8 9 10 XXX 05 04 03 02 01 00 99
Library of Congress Cataloging-in-Publication Data
Spear,J. Elaine.
Salon client care:how to maximize your potential for success / J. Elaine Spear.
p. cm.
ISBN:1-56253-349-5
1. Beauty shops—Management. I. Title.
TT965.S64 1998 98-19016
646.7’2—dc21 CIP
Dedication
This book is dedicated to my young
son, Robert Cody, who has taught
me that true success in life can
only be achieved through
balance. There is a
time for work,
play, and
love.
How to Maximize Your Potential for Success v

Table of Contents
Dedication v
Preface xi
About the Auuthor xiii
Acknowledgments xiv
Chapter 1 Modernizing Your Approach 1
Creating Permanent Growth 1
A Look at Salon History 2
Caring for Today’s Consumer 4
The Customer Service Plan 7
Chapter 2 Creating a Baseline for Care 9
Evaluating the State
of Your Business 9
Evaluating Your Salon Records 15
Implementing the First Changes 21
Chapter 3 Computerization 23
Gathering Information 23
Software for Service 24
Computerized Client
Information 27
Salon Analysis 31
Creating a Complete Database 36
Finding the Right System 40
How to Maximize Your Potential for Success vii
Chapter 4 The Groundwork 41
Perfecting Your Records 41
Maintaining a Top-Notch Salon 45
Client Surveys 47
Funding Your Program 51
Chapter 5 Outlining a Plan 55
Creating a Plan with Flexibility 55
The Circle of Care 55
By-products of Service 58
A Sincere Welcome 59
Pleasurable Care 63
Prebooking 66
A Tentative Outline 70
Chapter 6 Enactment of Change 75
Conferring with Your Staff 75
Staff Meetings 77
8 Points of the Circle of Care 80
Staff Surveys 94
Chapter 7 Creating a Contemporary Front Desk 97
Redefining the Front Desk 97
Organization of Training 97
viii SalonClient Care
Chapter 8 Rewarding Your Clientele 109
System of Appreciation 109
Goodwill Gifting Programs 113
New Client Incentives 117
Seasonal Gift Packs 122
Embracing the Programs 123
Chapter 9 Acts of Pleasure 125
More than Pampering 125
Acts of Wellness 125
Finishing Touches 130
Chapter 10 The Art of Retrieval 131
Second Chances at Success 131
The Retrieval Process 132
Achieving Retention 136
Index 139
How to Maximize Your Potential for Success ix