Exceptional Customer Care.

By Samantha Jones, 2X AHIA Business Best Customer Care

Winning the Australian Hair Industry Awards Best Customer Care Award for two consecutive years is a dream come true and an incredible honour - one that reflects not only my dedication to outstanding service but also the deep-rooted passion I have for creating exceptional client experiences. Customer care is the foundation of my salon’s success, and my journey in perfecting it started long before I stepped into the world of luxury hairdressing.

From the Skies to the Salon: My Customer Service Journey

Before opening my salon, I worked as a flight attendant for a British airline where I was trained to provide world-class customer service. (Back in the early 2000’s when customer service really counted) In aviation, delivering impeccable service is non-negotiable. Every passenger, whether in economy or first class, deserved a seamless, comfortable, and memorable experience. I quickly learned that exceptional customer care wasn’t just about meeting basic needs—it was about anticipating them, going above and beyond, and creating a lasting impression.

That experience shaped my approach to salon service. In the air, I had to remain calm under pressure, handle a variety of personalities, and ensure that every passenger felt valued. That same philosophy carries over to my salon today. Clients aren’t just coming in for a haircut or colour, they’re trusting us with their appearance, their confidence, and often, their only time of relaxation. Just like in the airline industry, I believe that a great experience starts before the service begins and extends well beyond the appointment itself.

What Customer Care Means to Me

doors. From an easy booking process to follow-up care, we ensure consistency, efficiency and convenience at every touchpoint.

Empowering Our Clients

Customer care is more than a smile at the front desk or offering a cup of tea (although those things matter, too). For me, true customer care is about:

Personalised Service

Every client is unique, and their experience should be tailored to them. We take the time to understand their hair goals, lifestyle, and personal preferences. From remembering their favourite coffee order to knowing exactly how they like their blow-dry finished, we make sure every detail is just right.

Active Listening and Genuine Connections

Great service isn’t just about talking; it’s about listening. Clients often share personal stories, upcoming events, and even their struggles. Being present and genuinely engaged in these conversations fosters trust and makes clients feel seen and heard.

Luxury Through Thoughtful Details

Luxury isn’t just about expensive products—it’s about how an experience feels. From the moment a client walks in, we create an atmosphere of calm, comfort and exclusivity. Whether it’s through relaxing scalp massages, high-end hair treatments, or a flawless finish, we ensure every visit feels indulgent.

Seamless Customer Journey

Just like in aviation, where passengers’ journeys start long before they board, a salon experience begins before a client steps through our

Customer care doesn’t end when a client leaves the salon. We equip them with the knowledge and tools to maintain their look at home, offering expert advice, product recommendations, and styling tips. This level of care fosters long-term relationships and trust.

Why Exceptional Customer Care Is Imperative

In an industry as competitive as hairdressing, skill alone isn’t enough to build a thriving salon. Clients remember how you made them feel and that’s what keeps them coming back. Exceptional customer care builds loyalty, trust and reputation. Winning this award two years in a row is proof that going the extra mile matters—it sets us apart in an industry where true connection and attention to detail are rare.

Beyond business success, great customer care is personally fulfilling. Seeing a client walk out not only loving their hair but also feeling valued, confident and uplifted, is the ultimate reward.

Winning this award has reinforced my belief that customer care isn’t a skill—it’s a lifestyle. It’s about consistently showing up with the intention to make someone’s day better, whether that’s through a flawless balayage, a comforting conversation, or simply remembering their name.

As we continue to grow and evolve, my commitment to exceptional service remains unchanged, dedicating another year to elevating customer care, exceeding expectations, and making every salon visit a truly memorable experience.

@msmonacohairsociety