Memberships
What percentage should you maintain at the end of each month?
20%
What's the first thing we get when booking an appointment over the phone?
Name (improves customer service; makes the customer feel good that we are taking the time to get to know them as more than a customer).
When it is not the top of the hour what are some things we can be doing?
restocking upfront, filling up waters/water wall, making extra membership packets/scrubs/sacks, dusting.
What type of Gift card can only be used at the location printed on the back?
Promotional
In order to ring out a facial, what do we need?
facial ring out form
When the client signs up for the membership what are the 2 things we need to get from them?
1. DL number
2. 2 signatures/1 initial.
Why do we ask if they have ever been to our location before/are they a member with us?
This can tell us a lot of things. 1. If they already have a profile set up. 2. If they have been in to our location before (do they need an intake? are they at nonmember pricing?).
What are 2 things the PM shift are responsible for?
1. Confirmation calls
2. Mid shift count.
When do we get the gift card number?
When booking the appointment, to ensure it will cover the service as well as making sure they can use it at our location.
What do we do with the product that the esti left for their client?
Show it to the client and see if they want us to price check it for them
If they have questions we can always get their esti to come speak with them.
Can members put packages on gift card? If yes, how many can you put on gift cards?
-yes, they can put up to 3 on gift cards. Make sure they are a member through the alliance location. They can not be terminating the account and they have to have at least 3 remaining on the account in order to do it.
If a client is cancelling same day, how much do we charge them?
How do we mark it on the books?
50% of the service (if they had enhancements we take them off before charging)
1. right click appt-> change status-> click "no show"
2. if we are charging them we go to add payment and use the card of file-> close invoice. if we are waiving the fee-> campaign-> waive 50% charge-> close invoice.
3. Block the spot where the appointment was-> put other NCNS-(clients name)-(waived or charged)
What are the 3 things we do each hour?
1.Check lobby 2. Check bathrooms 3. Check Laundry
What are the 2 types of gift cards?
1. Promotional
2. Regular Gift card.
When are the 2 times we ask if they would like to add an enhancement?
1. When booking the appointment.
2. When checking in for the appointment.
How many packages can a member transfer to the same person in a 6 month period?
2 packages. unless they are a member with us as well then they can transfer between each other as much as they want.
What are the 5 questions we should ask when booking an appointment?
1. Name/Number
2. Our you a member with us?
3.Have you ever been into Hand and Stone before?
4. Are you coming in on a gift card or using a package?
5. Would you like to add any enhancements?
What are the 2 things that need to be done every morning?
1. Flipping rooms (changing the blankets; M-T). 2. Suspension calls (M-F)
For management: need to make sure we are printing out the member at a glance report and hanging it on the door in the office as well as the whiteboard in the back.
How long do they have to use the promotional gift card?
1 year from date of purchase.
How can we customize the enhancement for each client?
1. Look what enhancements they have gotten in the past (guest history).
2. Counter cards; (headaches-heres what helps).
When a member is wanting to terminate the membership with us, what can we offer them?
What are the 2 parts of information we need to give them in order to fill out the termination form?
1. Offer them a 3 month freeze.
2. Final payment, how many packages they have left to use within 90 days.
What do we have to have in order to save the appointment to our books?
Credit or debit card
Table made correctly, attention button card on table, hot stones/table warmer/towel warmer are off, towels/face cradles/sheets restocked, and trash is taken out.
How do you redeem a gift card?
Redeem gift card for the service is purchased for.
When looking up the amount make sure you are booking the appointment correctly.
Why is it important to add enhancements to the service?
Therapist/Esti get commission on enhancement.