Misc.
This policy prohibits personal phone usage at the front desk to ensure guests receive undivided attention and tasks are completed efficiently.
What is the phone usage policy?
This should always be done in advance to ensure proper use and communication with clients about the specifics of their gift card.
What is price checking gift cards?
If a client says they can't afford the service, you can remind them that our Lifestyle program helps save money and gives them rewards for spending. These are the three top benefits of this program.
What is allowing clients to save $60 on each service, offers month-to-month flexibility, and provides reward points that convert into free enhancements and services?
If you have an unexcused absence, it is this person's responsibility to find coverage for your shift.
What is your responsibility to attempt or find coverage for any unexcused absence?
When you are working with in-person and OTP clients, this is your first priority to ensure effective service.
What is pitching and being present and available for in-person and OTP clients?
When booking appointments for duals and couples, you should always make sure to book these appointments in these rooms, depending on the type.
What are Rooms 1 and 7 for duals, and Rooms 14 or 8 for couples?
Gift cards can never be applied towards these services due to the uniqueness of the offers.
What are intro services?
To address a schedule objection, you can remind clients that these can be used for massages, facials, and upgrades, and that they roll over, so they never lose anything.
What are packages?
This will happen if an employee accumulates three unexcused absences in a six-month period.
What is a write-up?
When greeting a client at check-in, you should stand and say this, along with checking their points and packages.
What is "Welcome in _________. You have _______ pts and/or ______ pkgs. What would you like to get today?"
If you fail to leave notes when handling opportunity blocks, it could lead to confusion regarding client numbers and deletion times. What should you include?
What are notes on presumed clients and when to delete the block?
When booking appointments where a gift card will be used, it’s important to avoid booking them all under this category.
What is "GC Nonmember"?
If a client mentions they're using a gift card, you can explain that once they become a member, they can purchase gift cards at this price.
What is the member price?
What is a doctor's note or verified document being the only acceptable excuse for an absence?
During your shift, if a client is bringing in a gift card, you need to do this to confirm it's valid for use.
What is send a text reminder to ensure they bring in the physical gift card?
To maximize efficiency, the product commission for clients seen within the last six months is given to this role.
What is the LE (Lead Esthetician)?
If you're unsure about how to apply or book gift cards for a client, you should seek help from this person first.
What is a lead?
When a client says they're using someone else's package, you can explain that as a member, they will be able to do this with their own packages.
What is the ability to share and transfer packages?
The amount of time and notification required to swap shifts.
What is three days in advance and with management approval?
As part of closing duties, you should reach out to members with excess packages on their books and offer this.
What is dual or enhanced services?
When asking clients to tip, it's important to do this to ensure all amounts are added at full retail and to explain why.
What is asking every client and informing them of the reasoning?
Service-based gift cards will always cover this, unless they were incorrectly used previously.
What is the full service?
To overcome a financial objection, you can offer this deal: pay half the cost today and get this bonus service.
What is a free facial certificate?
This can count against you as an unexcused absence aside from missing a shift.
What is leaving early also counting against you as an unexcused absence?
When there’s downtime, you should prioritize this task to avoid mistakes and optimize future scheduling.
What is SMART BOOKING (looking ahead and scanning books for mistakes)? What is wipe down computers (mouse/keyboard) and chair?