Information for New Clients
How we work
We’re different than some salons in that we do a lot of client sharing. You’ll often find several stylists working on one client, and you’ll find that many of our clients move around to different stylists if their favorite isn’t available when they need an appointment. What makes this work is a company wide attitude toward customer service and a consistent training program that all of our service providers complete. It’s a flexible system that works for our clients and for us. Our approach to customer service is simple. It starts with being good at what we do and doing the best we possibly can for our customers. And on the rare occasion that a customer doesn’t like something we’ve done, we do everything we can to make it right.
Reservations, no shows and cancellations
We do hair, but what we sell are blocks of our artist’s time and time is something we can’t get back, so new (first time) client appointments must be reserved with a credit card. If you “no show” we will charge the appointment price to the card to cover the time we reserved for you. If you have a real emergency that causes you to miss your appointment of course we’ll make an exception. We make it easy to remember your appointments though multiple reminders via text and email.
Forms of payment
We accept VISA, Mastercard, American Express, Discover, Cash, Apple Pay and Android Pay. We do not accept personal checks or travelers checks. Gratuity can be added if you like, via credit card or cash left in our little tip envelopes.
You’re busy, you have things to do. We know that and we run on time so you can run on time. It’s rare for clients to wait on us more than a few minutes past their appointment time. If you are late to your appointment, we will do our best to make it work and we usually can, however, there will be times when we can’t make it work and we will need to reschedule. If you’re going to be late, please call ahead if possible and let us know so we can start juggling before you get here.
Returns & Exchanges
We provide refunds on unopened, unused products within 30 days of purchase. We will exchange opened products you don’t like for another product within 30 days of purchase. If you don’t like a product and you’re not going to be back in the salon within 30 days, just call and let us know so we can put a note in your file for the next time you’re in.
Gift Certificates and gift cards are not returnable or transferable and cannot be used to purchase another gift certificate or card
Children in the salon
This is always a hard call. We have children and we like children, but the salon isn’t a great place for them.
- We strongly discourage bringing children who are not having a service performed.
- We do childrens’ cuts for ages 8 and older, but the cost is the same as adult cuts, because it can take as long, (or longer), to cut a child’s hair as it does adult hair.
- Children cannot be left alone in the waiting area or anywhere else in the salon.
- Infants in strollers, carriers, car seats or a customer’s lap are a strict no-no. It’s rare, but hot styling tools, bowls of color and scissors do occasionally hit the floor and none of these things are compatible with baby skin.
Dogs (and other pets) in the salon
We love animals. Many of us have adopted from Pets Alive and we’ve hosted fundraisers for them in the past. We do not, however, love pets in the salon. They get bored. They wrap their leashes around the stylist’s feet and chairs. Sometimes dogs bark. Sometimes they pee. Sometimes people want to keep them in carriers that take up space around the stylists feet. Sometimes they want to hold them in their lap and then the dog doesn’t like the blow dryer. Sometimes we have to worry about spilling color on them. Sometimes people say their dog is a service dog. We have a real, bonafide service dog who comes with one of our clients and that dog is the real deal; fascinating to watch and so well trained that he sits quietly by his owner who genuinely needs that dog to function effectively in public. According to Texas law, we can ask only two questions when somebody says their dog is a service dog:
1. Is the dog a service animal required because of a disability? and 2; What work or task has the dog been trained to perform?
We respectfully ask that if your dog is not a real service dog trained to help you with a disability, please do not bring it to the salon. A comfort dog or emotional support dog is not a service dog under Texas or ADA law and there are no requirements of us to allow it inside the salon. We realize this may sound cold and harsh, but after experiencing a salon full of yapping, excited dogs in the past, we had to lay down the law to keep from driving some of our guests crazy.
It might seem strange to talk about our staff’s education on a page meant for new clients, but our people are one of the few things we’ll brag about and we want you to know how hard they work to continually improve. Education is what drives our salon and empowers our staff. All new staff members out of school complete a year long apprenticeship under Master Colorists and Cutters and participate in monthly in-house education sessions that feature International Artists several times a year. Our staff also travels to New York and Toronto to learn advanced skills, stretch their creativity and work toward different professional certifications. We only hire people that understand the value of life long education; basically we’re a bunch of hair nerds and we love it.
We have filtered drinking water, soft drinks, light and dark coffee, teas and individually packaged snacks available complimentary. Secure WIFI too. Our restrooms are single user, unisex and we’re LGBTQ friendly. The parking lot and the entire salon is wheelchair accessible. We don’t serve wine or other alcohol (it’s a long story involving people that don’t like to be told they’ve had too much to drive). If there’s something you need that we don’t provide, (other than booze), let us know and we’ll try our best to make it happen.