Consequences Don’t Fix Missing or Broken Salon/Spa Systems

May 22, 2022 | By Neil Ducoff | 2 Comments

Of course, you want, and expect, great performance from your team. You want great customer service, inspiring teamwork, high productivity rates, impressive first and existing client retention rates, consistent prebooking, robust retail sales, and much more. You also want the right behaviors, attendance, showing up on time, and adherence to the fundamental rules that provide structure and predictability to your company. To achieve great performance, owners utilize the tools in…
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Categories: Leadership

Everyone is Accountable for Salon & Spa Customer Loyalty

May 15, 2022 | By Neil Ducoff | No Comments

Everyone is accountable for customer loyalty. Everyone. No-compromise. Yes, customer loyalty begins with leadership and that’s where the problem can begin. Leaders are notorious for going on those infamous rampages when a customer quits the salon/spa or when customer retention rates go critical. The no-compromise question to ask is, “Where is the accountability and how far down in the salon/spa does that accountability go?” Playing the blame game is a…
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Categories: Business Builders , Client Loyalty , Customer Loyalty , Leadership , Monday Morning Wake-Up , No-Compromise Leadership , Teamwork

“Happiness” Is No Discounts for Prebooking

May 6, 2022 | By Neil Ducoff | No Comments

A Strategies coaching client recently asked, “Do you recommend offering a discount to encourage clients to prebook their next appointment?” The short answer is, that you do what you have to do to retain clients. However, offering a discount to book a second visit, or any subsequent visit, should be viewed more as an occasional marketing effort than an ongoing practice. IMPORTANT: Do not get into the habit of discounting…
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Categories: Client Loyalty , Productivity

Salon/Spa Owners: Is This Your Best Work?

May 1, 2022 | By Neil Ducoff | No Comments

Henry Kissinger, the former Secretary of State under Richard Nixon, was an obsessive perfectionist. There’s a well-documented story of a speech Kissinger asked Ambassador Winston Lord to write. Lord, a seriously talented speechwriter, worked on it for days and handed it to Kissinger. After giving it to Kissinger, he got it back with the notation “Is this the best you can do?” Lord rewrote and polished and finally resubmitted it.…
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Categories: Leadership

Are You Prepared for Serious Salon/Spa Growth?

April 25, 2022 | By Neil Ducoff | No Comments

Every salon/spa owner has that special vision of the company he or she wants to build. Some envision grand multiple locations that are systemized, highly productive and wildly profitable… Others envision a single location with a highly skilled team, delivering extraordinary customer service experiences that’s busy and making money. Having those amazing visions of what can be … and making those visions a reality … are two entirely different conversations.…
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Categories: Leadership

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