Most owners think about the client experience as "the service" — what happens in the chair. But by the time a client sits down, six or seven other moments have already happened, and any one of them can be the reason she never rebooks, or the reason she tells three friends to come in.
Breaks the full journey into seven stages — discovery, first contact, pre-appointment, arrival & welcome, the service, checkout & rebooking, post-visit & retention — with what should actually happen at each, the real risk if it's skipped, and who on your team owns it.
A Salon Growth guide from Anya Johnson.
Instant digital download (PDF). By Anya Johnson.
Work through it at your own pace.
Ready for more than the book can give you?
Follow along on Instagram — @theanyajohnson (personal) and @freedombyanyajohnson (Freedom by Anya Johnson).
And when you want real accountability, not just a plan on paper, book your 1:1 call with Anya and take this to the next stage.
— The two-question filter for choosing what's actually worth building in it.
— Turn your windows into an actual weekly plan, with the scripts to protect them when someone tries to take them back.