Profiles

On the Road: The Loft

This hair and nail salon is nestled in a quaint, pedestrian-friendly strip of Old Town Camarillo, Calif. The Loft might draw you in with its spa services and bohemian decor, but clients say it’s the customer service that keeps them coming back.

Industrial meets modern Rococo in the well-dressed lobby of The Loft.
<p>Industrial meets modern Rococo in the well-dressed lobby of The Loft.</p>


When I was in Camarillo this summer for my friend Blythe’s wedding, we stopped by The Loft to get our nails primped for her big day. Nail techs Jane Tack and Heidi Hinz, who have worked together for 10 years, know a thing or two about customer service. Not only did they take our party of six after salon hours so we’d have the place to ourselves, but they let us order in Thai and crack open a bottle of complimentary champagne to celebrate. All of our Pinterest-inspired art requests were met too — Blythe got a delicate red heart on the accent nail to complement her French mani. (Make note of this for bridal clients!)

The Old Town building that houses the salon is over 100 years old.
<p>The Old Town building that houses the salon is over 100 years old.</p>


Tack and Hinz say their willingness to accommodate is what keeps their business thriving amid a changing economy. “We become friends with our clients,” explained Tack, who also offers discounted toenail trims for the elderly and home visits for disabled clients. “We’re 10% nail techs and 90% therapists.”

Cheers! Bride-to-be Blythe awaits her mani/pedi.
<p>Cheers! Bride-to-be Blythe awaits her mani/pedi.</p>


The Loft is focused on health as Tack has a medical background, working for many years as an ophthalmologist technician. Tack and Hinz rarely use e-files and don’t perform any service inside the salon they haven’t tried on themselves first.

Tack (left) and Hinz (right) work the manicuring station built for two.
<p>Tack (left) and Hinz (right) work the manicuring station built for two.</p>


While The Loft stays far away from acrylics, gel-polish, and fiberglass, wraps are available in addition to regular polish. Its highlighted service is an hour-long spa pedicure featuring a soak, exfoliating scrub, moisturizing mask, and a deep tissue foot and calf massage. Every few months, Tack and Hinz change the scents of their CND, Cuccio, and Gena pedicure products to match the season.

Keywords:   customer service     On the Road     salon profiles  

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