Curating the Five-Star Guest Experience: What Every Service-Based Business Can Learn from Retreat Beauty Studio
- Kari Sorensen
- Jun 19
- 5 min read
Some businesses say they care about their clients. Others show it — in every detail, every touchpoint, every sip of a perfectly crafted latte.
That’s the difference at Retreat Beauty Studio, and it’s why I’m beyond excited to feature Jaclyn, its founder, as Kinship Creative’s July Business Bestie.
Jaclyn isn’t just running a luxury hair salon in Camarillo — she’s redefining what it means to create an exceptional client experience. With over 100 glowing five-star reviews and a waitlist that speaks for itself, she’s built her reputation not just on skill, but on intention.
“I actually go and sit in five-star resorts- the best of the best and receive a service,” Jaclyn shared. “I don’t just want to guess what people like — I use my senses to notice what feels good. What the towels smell like, how the music plays, the way staff speak to guests, the decor, the details, everything. Then I bring that feeling into my salon and curate it to my brand & guests.”
Let’s talk about why that matters — and how any service-based business can borrow a page from Jaclyn’s five-star playbook.
1. Anticipate, Don’t Just Respond
Luxury isn’t always about being flashy. Sometimes, it’s about feeling seen before you even say a word.
Whether you’re a hairstylist, esthetician, photographer, coach, or creative — how well do you predict what your client might need before they ask?
Jaclyn does this masterfully. A warm eye mask during a long scalp massage. A towel that’s already heated before it touches wet hair. A non-dairy latte brewed before you even ask for almond milk.
It’s not extra. It’s expected when you’re building a premium experience.
“There’s no attitude, drama or judgement here and I make that known on my website and with my team. I identified that as one of the biggest pain points my audience faced when looking for a salon. We offer amenities with love — not ego,” says Jaclyn.
2. Your Website Is the First Impression
Before a guest ever sips a latte or sinks into a head massage, they’re Googling you. Jaclyn knows this — which is why we worked together to create a digital presence that mirrors her in-salon vibe: intentional, beautiful, and high-end without being unapproachable.
🗣 Jaclyn: “Before someone ever books with me, they’re online. They’re looking at photos, reading reviews, scanning how I present myself. That first digital impression is everything.”
💻 Kari: “Exactly. When we designed the Retreat website, we wanted to create the feeling of being in your space — warm, high-touch, and a little indulgent. The site had to be easy to navigate and focused on your amenities without overwhelming people.” 🗣 Jaclyn: “People don’t want to dig. They want to feel what it’s like to be here — and then call or book. And I’ve had so many people say, ‘Your site is why I reached out.’ That matters.”
Your digital presence isn’t optional — it’s your most important sales tool. TikTok, Instagram, and Yelp can support you, but you don’t own those platforms. And with one algorithm change or a couple bad reviews, your visibility can disappear.
Your website, on the other hand, is where you have full control of the story, visuals, and experience.
🔗 If You Don’t Have a Website, You Don’t Have a Five-Star Experience→ Understand why in this supplemental blog
3. Add Thoughtful Touches That Leave a Lasting Impression
Small details are what people remember — and what they write glowing reviews about.
Jaclyn’s clients rave not only about her talent, but about how they feel when they’re in her chair: relaxed, cared for, and pampered without pretense.
“The little things — hot towels, long massages, good smells, quiet appointments — those are the moments that make someone say, ‘Wow.’ And they’re usually the same things that get mentioned in our reviews,” she says.
She’s also deeply in tune with who her clients are: busy, hard-working women who often crave a moment of stillness. That’s why Retreat offers the option to book quiet, stimulus-free appointments — no loud music, no phones ringing, no forced small talk. Jaclyn even provides lap desks for clients that want to work, journal or quietly read during their appointment.
And if someone does want to talk? She’s present, never distracted, and always listening with genuine care. When visiting Retreat, you will not hear phones ringing or people talking on speaker. She intentionally schedules "admin time" to handles those tasks so they do not interrupt her client's relaxation. It’s not just about the service — it’s about creating space for her clients to exhale.
The Bottom Line:
Creating a high-end experience isn’t just about charging more. It’s about curating every part of your brand and service with care, confidence, and a client-first lens. Jaclyn models that beautifully — and I’m so lucky to spotlight her brilliance this month.'
Whether you're a fellow stylist, a service-based entrepreneur, or a brand builder like me, let this be your sign: the smallest shifts can create the biggest glow-ups.
Retreat Beauty Studio
✨ Visit Retreat Beauty Studio to soak up the full experience, and don’t forget to follow @retreatbeautystudio for more behind-the-scenes magic.
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💛 Bestie Resource: The Client Experience Glow-Up Quiz
Take 10 minutes and ask yourself these five questions about your client experience:
(Journal it, voice note it, or talk it out with your business bestie.)
What does your client feel the moment they first interact with your brand — online or off?
What are 1–2 needs your client has that you could anticipate before they ask?
What’s one small, thoughtful “extra” you can add that would create a five-star moment?
Does your website reflect the quality of service you actually deliver?
What’s your version of the warm towel or handcrafted drink — that one unforgettable touch?
✨ The little things are never little. They’re what get remembered, raved about, and repeated.
Want help turning your thoughtful service into a premium digital experience? Let’s chat about your next website glow-up →
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At Kinship Creative, we believe that running your business shouldn’t feel like doing it all alone. That’s why each month we spotlight a business owner who’s not only crushing it in their field but generously sharing their wisdom with the rest of us.
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