How to Use Information Flow to Maximize Customer Loyalty

August 14, 2022 | By Neil Ducoff | No Comments

The challenge of delivering consistently high levels of customer loyalty and retention is the subjective nature of exactly what customer loyalty is and looks like. What one customer regards as quality service may be completely different to another. At salons and spas, that same subjectivity exists with employees. Owners and managers must define, communicate and train all employees to deliver customer experiences to maximize the loyalty factor as the salon/spa envisions…
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Categories: Information Flow , Monday Morning Wake-Up

The Dirty Truth About Salon & Spa Service Payroll Costs

August 5, 2022 | By Neil Ducoff | 4 Comments

Warning: The following may be a tough pill for many salon and spa owners to swallow… but it’s one that needs to be swallowed nonetheless. Ready? Let’s talk salon and spa service payroll costs. The Strategies benchmark for service payroll (not commission rate) is 30 to 35 percent of total revenue (Service Sales + Retail Sales = Total Revenue) … as it appears on a Profit and Loss Statement. Every…
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Categories: Compensation , Leadership , Team-Based Pay

Salon & Spa Performance Reviews: Addressing the tough stuff

July 29, 2022 | By Neil Ducoff | No Comments

You’re getting ready to do a performance evaluation with a key service provider. There have been behavior and performance issues that you had hoped would just fade away. But… As they often do, the issues continued and now they are beginning to impact other members of your team. You know this employee is highly sensitive to constructive feedback. Almost always, it spins off all kinds of drama, emotions and funk.…
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Categories: Leadership

Is Your Salon or Spa FIVE STAR or Something Less?

July 23, 2022 | By Neil Ducoff | No Comments

Go to a Five Star hotel or restaurant and you expect the very best in every way. A Five Star rating is all about no compromise. A Five Star rating is beyond a status symbol. It is a commitment by an entire organization to flawlessly execute the highest levels of customer service and expertise every time … all the time. No salon/spa owner sets out to be less than the…
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Categories: Customer Loyalty , Leadership , Teamwork

How to Successfully Navigate High Inflation — and Possible Recession

July 17, 2022 | By Neil Ducoff | No Comments

As a salon/spa owner, you had to navigate your way through the Covid shutdown and reopening. Today, continuing supply chain shortages, insanely high gas prices, and high consumer spending, are driving the highest inflation rates in decades. Add in the fallout from the war in Ukraine, record-breaking summer heat, and worsening drought conditions from climate change, and you have a smorgasbord of stuff to stress over. The good news is…
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Categories: Financial Literacy , Leadership

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