The ambience of the salon is something to focus on because the venue's downfall is a big deal. “Mood refers to the atmosphere of a person's environment” (168). It is very important to make your customers feel like they are “important and valued people”(170). Every time you have contact with your guest, it's called a point of contact. Successful professionals are those who realize that no opportunity should be wasted and who make the most of every situation. Staff synergy is where everyone in the salon works together and will keep clients coming back because of the way everyone works together and the time spent with you.