Protocols
What should you do if a guest comes in with a child unattended during the guest's services?
Inform the guest politely of our children's policy. If the child is well-behaved and has a distraction (e.g. iPad), we can make a one-time exception and fill out a waiver/write notes. If the child is an infant or rowdy, we must unfortunately turn guest away.
Can we offer $99 hydrafacial/divine bliss to guests who have never had a facial before?
Yes! Cross-promote! Only valid once, will pay $150/$135+ pricing in the future.
All new hair guests, guests who have never seen that stylist before, or haven't seen the stylist in 3+ months need a _____
consult
Which reservations do not require cards?
Consults, eyebrow waxes/threads, male HC - ONLY IF GUEST GIVES YOU TROUBLE. DO ATTEMPT TO COLLECT IT. MAKE SURE TO EDUCATE GUEST ON CC POLICY FOR FUTURE APPTS IF GUEST DECLINES CC.
Any reservation booked 1-2 hrs before the actual appt time (yes, includes packages or groups).
Can a guest redeem WP if their first visit was a consultation?
No. Must be first PAID visit.
When do we collect 100% deposit?
For surprises (3rd parties, even if single service), any online promotions guests have trouble booking, groups of 4+, premium periods.
What are the terms and conditions of the $69/$89/$99 hair special?
For a limited time, experience the exceptional talent of our New Talent Stylists from $79*, a savings of up to 50% from our menu pricing for color service. This is a prepaid and non-refundable service once booked and is valid for initial first-time guests or guests that haven't received salon services from us in the previous 12 months only. Pricing varies based on length and includes any single process using up to 4 oz of color with an additional $20 charge for each additional ounce or partial ounce of color used
What services require a consultation before receiving services?
Microblading, eyelash extensions, hair extensions, balayage, ombre, keratin, fantasy colors.
While we highly prefer an in person consultation, a phone consultation will suffice so do not turn guests away if they can't come in twice.
We should always confirm _____ and ____ when speaking to guests on phone.
Phone number and email address.
Can WP coupons/online specials be combined with other coupons?
No! No double discounts.
Name all premium periods.
Christmas/New Years, Valentine's, Mother's Day, Father's Day
What are the terms and conditions of the SPA20 promotion? Give an example of a valid package from our site.
USE CODE SPAP20 to take 20% off spa packages regularly priced at $100 or more. This offer is valid for applicable spa packages booked for Mondays through Thursdays and completed by 03/31/2019 online bookings only, prepaid and non-refundable once scheduled, subject to availability and cannot be combined with any other offers or promotional credits, discounted gift cards or already discounted packages and scheduled services cannot be discounted past March 31, 2019. Examples include R&R, Mind Body & Sole, "Man"icure Time, etc
What services must we call for to review contraindications with guest?
Hydrafacials, peels, first time nail guests to inform of natural nails, first time hair removal, first time hair guests to inquire on texture of hair (not everyone does ethnic hair), ionithermie/wave 4
For late guests, we call ____ for nails, ____ for haircut, ____ for hair color and ____ for spa.
at appt time for nails; 5 mins into appt for haircut; 15 mins into appt for hair color; 5 mins BEFORE appt for spa.
I would recommend calling a bit earlier than this during Saturdays or busy days to ensure schedule runs smoothly though.
Explain all WP coupons!
“Look Fabulous”
20% off of any regular priced retail product on their FIRST PAID VISIT
“Pre-Book Your Next Visit”
15% off of their second visit when booked at checkout or via phone or online by midnight
“Relax & Rejuvenate”
25% off of any spa service priced at $75 or more that they have NEVER RECEIVED before
“Something New”
$20 off of any service $50 or more that they have not received before
Explain what services are applicable to the 24HR/48HR/7 days cancellation policy.
24HRS - single services (e.g. massage OR facial OR hair).
48HR - packages, custom packages, groups (excluding eyebrow thread/wax groups), specialty services, any reservation with a deposit.
7 days - during premium periods, any packages/groups/third parties.
What series promotions are we running right now and when do they expire?
Hydrafacial buy 3 get 1 free
4 blow outs for $100
Ionithermie/wave 4 buy 3 get 1 free (cannot be purchased online, purchased internally)
ALL SERIES EXPIRE NOV 30 OF EACH YEAR!
Who specializes in bob cuts?
MEI, all L4/L3 should be 100% on them too. Mei also does precision cuts.
Are we running the $20 VIP Email list?
NO! Easy way to know - if it doesn't "pop up" on our website when you enter, it is not currently valid. Check every so often to keep yourself informed.
Explain parking for all 7 days of the week.
Mon: can park in front of building
Tues/Wed: in employee parking (near the big tree)
Thur-Sat: on the side of the road
Sunday: in employee parking (near the big tree)
What information do you collect when putting a guest's own CC on their file to hold reservations?
Name on card as it appears, card number, expiration and (VERY IMPORTANT) zip code.
Explain our new resident's promotion.
Comp HC + condition for guests that have never previously used us for services or guests that are returning to us after six months. Is valid for use on any Mon-Thur with participating providers only. This offer must be booked online, does not include gratuity or retail product purchases, is only valid for the person to whom it is addressed.
Also includes $59 massage/nails and $69 facial for first time guest's new in the neighborhood.
What is the order of services in spa?
Massage, thermal-m (if booked), facial, nails, then hair. Try to give breaks if possible, but remember that MAXIMIZING THE BOOKS TAKES PRIORITY OVER BREAKS. Make sure to review itinerary over the phone/check-in.
If guests initially decline couples room during a busy day, offer _____
DIVIDER. but do not turn away guests if they still don't want same room. write notes that you offered it
How long in advance must you ask for vacation days/days off?
1-2 days: 1 month in advance
2+ days: 2 months in advance
And find coverage!