Consistency: The Quiet Power Behind Award Winning Customer Care

By Samantha Jones

When people ask how I’ve won back-to-back awards for customer care, they often expect a secret hack or a flashy strategy. But the truth is simpler—and far more powerful. Consistency is the heartbeat of world-class service.

In a luxury salon, clients don’t just expect excellence—they expect it every single time. It’s not enough to impress them once. We need to meet (and exceed) their expectations at every appointment, with every team member, and across every touchpoint. That’s where consistency becomes your greatest asset.

Consistency Builds Trust

Trust isn’t built in a single moment—it’s earned through repetition. When clients know what to expect, and they experience the same high standard every visit, it creates a sense of safety. They relax. They return. They tell their friends.

Inconsistent service, on the other hand, causes doubt. If one visit is fabulous and the next is just okay, you’re rolling the dice with your brand reputation.

How to Create Consistent Excellence

1. Define Your Standard of Care

At Ms Monaco, we have a clearly documented client journey. From the way we greet clients, to the type of refreshments offered, to how we consult and follow up—every step is intentional. If your team doesn’t know exactly what “great” looks like, how can they deliver it?

2. Train Relentlessly

Even the most talented stylists need to be aligned on service standards. We invest in both technical and customer experience training, because client care is everyone’s responsibility. We role-play, we coach, we give feedback. It’s not a one-off—it’s ongoing. The best thing I ever did was to empower my team to create the system! We identify a gap or something that isn’t working and as a group we create a new way. This way the whole team is connected and commits to ensuring the follow the system.

3. Use Systems to Support Service

Automated booking confirmations, personalized appointment notes, and CRM tools help us maintain the little details that make a big impact. Technology should enhance—not replace—the human touch.

4. Empower Your Team to Deliver

Give your team the tools and confidence to handle service issues or client needs without always asking for permission. When they’re empowered to act, consistency becomes a collective mission.

5. Lead By Example

If you want your team to deliver exceptional care every day, you have to model it. Be present. Show appreciation. Handle challenges with grace. Culture starts at the top—and your leadership sets the tone. We have a saying - no repercussions just lessons. We all know things go wrong daily, as a salon wonder we are always putting out another fire but when you commit to using every fail to create new way you will grow as a team faster than you could imagine!

Consistency Creates Magic

When consistency is baked into your culture, your salon becomes more than a place for a hair service —it becomes a sanctuary. Clients feel seen, valued, and cared for. That’s what keeps them coming back. That’s what turns them into raving fans.

Awards are a lovely recognition—but they’re simply the result of what we do, day in and day out. And at the core of it all? Consistency.

@msmonacohairsociety