Many salons and spas boast VIP treatment for their customers, but few actually
lay out a specific program to ensure it. At
Ladies & Gentlemen Salon and Spa, co-owners Ed and Nancy Brown cut through
the vague promises and styled up a concrete plan to offer the best service for
their clients.
Through the VIP program, the salon’s service providers choose their top three customers for the year. Two of those clients
receive a White VIP Card, which grants
them 40 percent off of their service for an
entire year. The third client receives the
Gold VIP Card, which grants them service
free of charge.
That’s not to say clients only receive first-class care with a white or gold piece of
paper; the salon awards all guests free
complimentary services during their visits,
including mini facials, scalp treatment,
hand and arm massages, and makeup
touch-ups. For youngsters, Ladies &
Gentlemen has a kid’s room with computers for them to play games on while having
their hair cut.
If anything goes awry during a customer’s visit, the salon takes a comprehensive approach that not only addresses
the problem but turns it into a learning
experience for staff so as to avoid similar
problems in the future. Clients who are
not completely satisfied with their service fill out detailed “challenge forms”
explaining precisely what went wrong
during their visit. These forms are then
kept in the corresponding staff member’s
file to be reviewed by a salon manager.
The manager works through the issue
with the staff member and suggests further in-house training to correct consistent errors and continue to provide the
VIP service that the salon’s customers
have come to expect.
HOW TO REACH: Ladies & Gentlemen Salon and Spa, (440)
255-5572 or www.ladiesgentlemen.com
