Booking & Accuracy
Always double-check appointments to ensure accuracy. Couples must be booked for the same ___.
What is service duration?
What card information must always be kept on file, even if a client is paying with a gift card?
What is a credit/debit card?
What is the most important signature during a join?
What is a billing agreement?
Why is it important to consistently add account notes?
What is client history and smooth team communication?
Why is it important to understand modalities & add-ons?
What is to properly sell them to clients?
What’s the best way to manage MT schedules to reduce downtime?
What is book on the hour or on the half-hour slots, whatever fits best.
What is the two-hour policy clients should always be reminded of?
What is cancel before two hours to avoid being charged?
When saving a member what is your first step?
What is asking them why they are canceling?
What should you avoid saying to a client when resolving a complaint?
What is non approved solutions?
When should you pitch membership, even if a client is leaving quickly?
What is after their session?
How should pricing always be communicated for couples services (two parts)?
What is as total EACH and then combined cost?
What list must you update if a client couldn’t be booked but wants to be contacted later?
What is call back list?
When joining up a gift card membership what is the perk?
What is $10 down?
What’s the priority order if check-in and check-out overlap during a rush?
What is check ins and then check outs?
Before guaranteeing a client a add on what is important to do first?
What is make sure therapist performs it?
What tool should be used to manage booking accuracy quickly (hint: copy & paste/edit screen)?
What is edit screen to check available appointments vs looking at the Calendar?
What should you track if clients are turned away due to no availability?
What is turn away?
Where should freeze, downgrade, or cancel a membership be tracked?
What is what is cancel tracker?
What is the recommended way to de-escalate an angry client (two options)?
What is sympathy and solution? (solution can be resolved by you first or for management if required)
What items should always be handed out to members at checkout?
What is referral card?
When booking a gifted 1-hour massage + upgrade to 90 minutes, how should you enter it in the system (Two part)?
What is Book as 1-hour + 30-minute service separate. Check out the gifted hour, then charge $60 for the extra 30 minutes?
What should you do if a client arrives 15 minutes late (two first steps)?
What is check voicemails and contact client?
What must you do every single time you adjust a membership, no exceptions?
What is update the billing agreement?
What is the best way to answer a client question you don’t know?
What is never assume and hold appropriately to find the answer?
What’s the benefit of selling enhancements at cash value?
What is new revenue?