Information for New Clients
How we work
We’re different than some salons in that we do a lot of client sharing. Several stylists sometimes work on one client, and many of our clients move around to different stylists if their favorite isn’t available. What makes this work is a company wide attitude toward customer service and a consistent training program that all of our stylists complete. 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.
Who we serve
Everybody except the rare person that’s abusive to our staff. We have a huge range of clientele from all walks of life and ethnicities, and from all across the political spectrum. Were LGBT friendly and our services/prices are Non-Binary. We don’t judge, because lord knows we ain’t perfect.
No shows and cancellations
We require a credit card on file to schedule appointments. If you no show or cancel with less than 24 hours notice (via phone call or email), we charge the price of the missed appointment to the card. We make it easy to remember your appointments with text and email reminders 3 days before your appointment, the day before your appointment, and the day of your appointment. Charging for missed appointments is probably the most unpleasant thing we have to do, but the rate of no shows and last minute cancellations has increased dramatically over the years. With COVID, it’s become so bad that many of our stylists are having half their day cancel or no-show multiple days per week. We know that schedules are difficult now but our stylists have to eat and pay rent. If you have a serious emergency that causes you to miss your appointment, please call the front desk when you are able to.
Reserving color correction and major transformation services that require large blocks of time and multiple assistants requires a pre-paid $250 deposit that is credited toward your service when you check out. If you reserve this type of appointment and then no-show or cancel at the last minute, the deposit is non-refundable.
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. Usually we can make it work, but there will be times when we can’t and will need to reschedule. When you’re going to be late please call ahead if possible and let us know so we can start juggling before you arrive.
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. We’ll put a note in your file for the next time you’re in.
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.
- Please do not bring children who are not having a service performed.
- We do children’s 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 pets. We do not, however, love pets in the salon. They get bored and wrap their leashes around the stylist’s feet and chairs. Sometimes they bark. Sometimes they pee. Some people want to keep them in carriers that take up space around the stylists feet. Or hold them in their lap and then the dog doesn’t like the blow dryer. Colorists have to worry about spilling color on them.
A lot of people that want to bring a dog to the salon say their dog is a service dog, but that’s rarely the case. According to Texas law and the ADA, a service dog is a dog that has been trained to perform a task to assist with a physical disability. We have a real, bonafide service dog who comes with one of our clients and that dog is the real deal. It’s fascinating to watch and so well trained that it sits quietly by the owner who genuinely needs that dog to function effectively in public. We are required by law to allow service dogs in the salon. We are not required to allow comfort dogs or emotional support dogs in the salon.
We respectfully ask that if your dog is not a real service dog trained to help you with a physical disability, (including impaired vision or blindness), please do not bring it to the salon. This may sound 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 (and stylists) 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. Education is what drives our salon and empowers our staff. All new staff members out of school complete an apprenticeship under Master Colorists and Master Stylists. They also 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 usually have filtered drinking water, soft drinks, light and dark coffee, teas and individually packaged snacks available complimentary, but with COVID that’s been reduced to a minimum, set to return when life returns to something semi-normal. We have secure WIFI too. Our restrooms are single user, unisex. 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.