Honorable Mention 1
Honorable Mention: Best Nail Salon, 2009
VIP Salon & Spa
15580 King Road, Riverview, MI
313-418-1142
Owner: Renee’ Marie Borowy
Year Founded: 1986
Mission Statement
“To create an environment that is an escape from the outside world for a short period of time in their day while they are booked into our salon.”
Employees: 55
Stations: 28
Describe the culture of your business—how do you want clients to feel when they walk through the door?
We want a client to feel a positive force of energy with a “wow” factor. A very impressive environment with a comfortable feel that they are EXCITED to be in.
What makes you different than other salons/spas?
We “SPECIALIZE” in nails. Nails is a “main” service in our salon/spa. We are constantly adding and updating services and education. We were voted by ALLURE Magazine as one of the ‘BEST & BRIGHTEST” to visit in the U.S. in October, 2008.
List courses and other learning opportunities that you and your employees have participated in over the past year:
Our employees have taken classes through TheAcademy and S.P.A. at The Pavilion as well as travel to shows in Chicago, Las Vegas and Los Angeles. We have had “in-house” classes through our vendors. We also read and learn about the latest trends in The Industry Source, Nails, and Nailpro magazines.
What three words best describe your business as a whole?
Professional, up-to-date, exciting
What is your customer service philosophy?
The Customer is Our REASON for being.... Without our customer we couldn’t be in business. There should ALWAYS be a happy ending to any problem that occurs if you LISTEN to your clients....
What promotions do you conduct?
Our Rewards Program rewards clients for many different things they may do such as: purchasing retail, trying a New service, Pre-booking, Booking more than one service at a time, referring a client and monthly specials get extra reward points. We also have two very large parties a year: Spring Fling (which is where we perform over 400 services complimentary, give free samples, have wine, cheese and hors’deuvres as well as door prizes from vendors. We give back 10% of proceeds to a local charity. Next we do Holiday Open House where we pick our top 100 clients for “pre-book” complimentary services and leave other services open for them to bring friends. We give away a gift pack to each client. Usually this event draws over 400 people each year and yes, again, proceeds go to a local charity.
What’s exciting, new, unique and enticing about your menu?
They have MANY options at different price structures. They are also excited about our hours and the fact that they can book double services together in rooms that connect. Our treatments are very special because we are always “thinking out of the box” and bringing in new ADD-ON services to current services. For an example, we offer Therma-Soft Manicures & Pedicures. If you bring in a new client with you this month, the cost is 1/2 (so the two of you could split the service) and the salon and employee may have a new dedicated client for that service or other services that you may offer.
How does your salon/spa look, feel, smell, and sound?
Our salon looks very inviting and upscale; the feel is a feeling of positive energy when entering. We always have a hum of people enjoying services and everyone comments on the pleasantness of the staff when spending time with us.
How does your décor and mood shape your brand image?
Our NAME is VIP SALON & SPA; the decor is VIP. Our brand image is that VIP is for a select group to enjoy. We treat each and every client like they are a VIP (very important person - which they are to us!). That is similar to our image; however it is open to all with the feel that is reserved for the select client without feeling stuffy.
Has your business undergone a recent expansion? If so, please explain why you chose this new look.
We have expanded our retail area to include more boutique items as well as shampoo, conditioners, nail products, makeup, etc. We feel that many clients these days are not in the mall able to shop like they use to so we have incorporated less expensive items for these clients to “indulge” in without maxing themselves out and feeling guilty!
What do you do to stay involved in your community?
We have two major events a year and donate 10% of all proceeds from retail sales to CHRISTNET (a homeless shelter for local less fortunate people) as well as sell raffle tickets at both events for vendor donated baskets with ALL proceeds going to CHRISTNET. We also sponsor and support Penrickton Center for Blind Children at a Golf Outing EVERY year which we also sell “hands” for at the salon to collect money.
How often do you meet with your staff for goal-setting, personnel reviews or progress discussions?
Daily. There isn’t a day that goes by that we have not spent time with at least one or two of our employees. We have monthly meetings and we also believe in one on one with specific goal setting. We also rate our employees based on their retention as well as their seniority. This keeps them on their toes and helps the business to be the best it can be.
Describe your business goals.
Our goal in one year is to have a complete 75% + client retention for each and every nail tech and stylist. Some have already maintained that goal but we have work to do with others reach their highest potential;
In 5 years we would like to see our retail actually be 50% of our income. We would like to create a ‘WOW” factor with items that we sell that are hard to find and keep the excitement always growing.
