Core Values
A waxer is staying late to help a teammate finish a busy shift
We care about each other
This product line is designed to target specific skin concerns like ingrown hairs bumps and discoloration.
Treat Line
In what year was EWC founded
2004
Guest has reservation for 3:00 p.m. | guest shows at 3:10 p.m. Guest Service Associate explains to the guest that we can not service her at her 3:00 p.m. time due to what policy violation?
9 Minute Grace Period
What does KPI stand for?
Key Performance Indicators
You notice a pricing mistake that benefits the center, but you correct it anyway
We Do the Right Thing
This products line is the first of it's kind and apart of our TREAT line. It includes a Polish with granulated pumice, PHAs and AHAs, A honey textured body wash that is a chemical exfoliation to treat and prevent ingrowns, and a moisturizers that also has the Narcissus Bulb Extract included as well
Get Smooth Line
Due to a slow start, the founders of EWC decided to offer this service FREE to get guest into the center to see what was offered and to get them to come back!
BROWS
This policy simply states that our focus is to always have the guest come in as soon as possible. No matter how close it is to the time in which they are calling, we always offer the first available time. This is done because the sooner we service a guest, the more time we will have available to take another guest later. Focusing on this policy benefits everyone. Guests can be seen quickly, sometimes within minutes of calling and wax specialists are able to service many more guests.
Today and Now Policy
What does this KPI mean: SPT
Services per Ticket
You celebrate a coworker's big sales day and keep the energy high during a rush!
We Have Fun While Being Awesome
Slow Line
15 minutes
This policy is in place so that the wax specialist has time to work efficiently and explain the products. If the guest is a minor, this policy states that they may have their parent in the suite to accompany them. If the guest is a parent, this policy states they may have their child with them while secured in a stroller or sitting calmly on the stool. If a guest has a disability and needs special assistance, this policy states they may have someone in the suite to accompany them.
One Guest in Wax Suite Policy
Which KPIs determine our performance?
SPT | Retail Conversion | Rebook | Wax Pass Conversion
A guest leaves saying, "I've never felt so cared for at any business!"
We Delight Our Guest
This line has products and tools that the guest can use to help maintain their brows in between waxing services
Groom Line
True or False, European Wax Center was founded by 2 sisters who struggled with finding answers for their skin concerns. They set out to find answers by researching skin and chemicals they could safely use on their skin to slow hair regrowth and visiably make their skin look smoother
FALSE: Founded by 2 brothers (Josh and David). After working in their father's shop they figured that waxing services should be it's own stand alone concept not just an add on that's available at any regular spa.
Guests can receive this service on any area serviced within 5 calendar days from the initial service date. The 5 days begin the day after the service was completed and ends on the 5th calendar day. This applies even when the center is closed for a holiday during that time frame. Only when the 5th day falls on a holiday, when the center is closed, will the policy be extended an additional 6th day for the guest to receive a this service.
Performance policy (Touch UP)
How is wax pass conversion calculated?
Number of passes sold divided by number of opportunities closed.
A waxer notices a booking error and fixes it before the guest arrives. They keep the guest laughing during the service, recommends the perfect products and also stays afterward to help a teammate finish cleaning. Which core values are demostrated?
We Do the Right Thing
We Have Fun While Being Awesome
We Delight Our Guests
We Care About Each Other
A guest comes in for services and wants to treat her ingrowns and dry skin issues. She also wants to be regular, but can't consistently commit to 3/4 weeks. She's also wanting to grow her brows out for her upcoming wedding! What product lines could be recommended to Delight this guest?
Treat Line (Ingrown Serum) | Get Smooth Line (Polish/Wash) | Slow Line (Wash/Moisturizer) | Groom Line (Brow Build Serum/ Liner/ Gel)
False: Laser hair removal was added as a service at some EWC locations
All of our guests should be treated consistently. Guests with a 7:45pm reservation may arrive at 7:54pm. and still be serviced, according to our policy. Wax specialists do not have the right to select whether or not they will take the last guest. Excuses such as, “I have no wax,” “my wax if already filled,” “my room is already cleaned,” or “I have already punched out” are simply unacceptable. Associates cannot treat the last guest with poor customer service simply because they’re tired and want to go home. This does not mean, however, that we will take a walk-in guest at 7:55pm. We close at 8:00pm. We are not open until 8:00pm. Therefore, we will not take a guest (without a reservation) after 7:45pm.
Last Guest Policy
What is the goal for each KPI that measures our performance: SPT | Retail Conversion | Wax Pass Conversion | Rebook
SPT: 1.55
Retail Conversion: 20%
Wax Pass Conversion: 15% out of promo | 20% in promo
Rebook: 75%+