At Topps Salon Day Spa, owner Suzanne Van Houten is going for a look that is “very seamless.”
Clients are greeted by name and offered something to drink before their hair, skin or nails get a tune-up. A list of values — “creativity, commitment, integrity, loyalty, trust, fun” — is displayed throughout the small Oakland salon.
It wasn’t always this way.
Just a couple of years ago, stylists routinely would arrive for work late and unprepared, Van Houten said.
With clients waiting, they would rush to the bathroom to style their own hair or apply makeup. Employees set their own schedules and made other business decisions without informing her.
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