Holiday GC!
What are the dates for the Black Friday Week Promotion?
November 23, 2025-November 29, 2025
What is the appointment cancellation policy?
- 24 hours to change or cxl the appt
- same day cxl (within the 24 hours) is 50% charge
- no call/no show is 100% charge
What is Nicole's hidden talent?
Nicole...
If a client asks you, "I want to cancel my membership" what is the correct response?
"I'm so sorry, why are you looking to cancel?"
If you are going to be late, what should you do?
Call the clinic asap & ask for a manager!
Name all of the advanced skincare treatments all 4 clinics offer.
- Chemical Peels
- Microderm Infusion
- Zero Downtime Peel
- Nourishing Light
- Oxygenating Facial
- Dermaplaning
What are the 3 promos we will offer during the Black Friday Week Promotion?
- Buy $200 & get 1 FREE 60 Min Service Voucher
- Buy $150 & get a $40 promo card
- Buy $100 & get a $20 promo card
What is the ME Membership Transfer policy?
The client must have less than 3 accrued sessions, and they must fill out a form, which includes proof of address (ID, DL, bill, etc).
What is Eric's hidden Talent?
Eric...
A client comes out of their session and when you ask them, "how was your session today?" they simply say, "it was ok..." what should you do?
- ask them what could have been better or different?
- ask them what they typically like about their massage?
-ask them if you can rebook them with someone else asap with a comped enhancement (if needed!)
Name 3 things you can wear to work per the dress code policy.
- ME Polo
- black or khaki business pants
- black knee-length skirt
- black open front cardigan
- closed toes or open toed with back strap/ any color
What are 2 selling points of Marini Skin's Neurosmooth?
- glass-like skin
- refines the appearance of pores & texture
- supports collagen & elastin
- reduces the appearance of redness, puffiness, and bruising
- complements injectables and enhances recovery
What dates are the ME Promo cards & the MESOC Promo Cards valid from and when do they expire?
ME: 1/2/2026-4/1/2026
MESOC: ASAP (not day of purchase) - 5/31/2025
During signing the wellness agreement, if a client asks you, "What's the process of cancelling my membership?" what is the correct response?
"After the 12 month (or 6 month) term, you can cancel with a 10 day notice, and you'll have 60 days to use any accrued and unused sessions. If you move outside of a 25 mile radius of a ME or medically can't receive our services, you can cxl within term."
ie: Should there be a payment due to come out within the 10 day period, it will process as their last payment.
What is Mo's hidden talent?
Mo...
A service provider is reviewing their MR200 and asks you who checked out their last client because that client didn't leave a tip. What are you responding with?
"I'm sorry, can we talk about this away from the front desk"
"I'm sorry, can you go talk to a manager about this?"
*It doesn't matter who checked the client out. Assume your team member did things correctly, and have the manager look into it.
If you see a manager has left their work email up at the front desk/a computer you are using, what do you do?
Log out of it and notify Alyssa
Name all of the Toners we carry
- PCA Hydrating Toner
- PCA Nutrient Toner
Does the company make more money when a member uses their gift card/promo card or a guest comes in using a gift card/promo card?
A guest! - $85 cash (if purchased form another ME or we keep the cash if it was purchased at our MEs so the gc breaks even) plus Membership potential ($510-$1020)
Members using a gift card/promo card is discounting an already discounted rate.
When a prenatal client books any appointment, what questions must be asked?
1. What trimester are you in?
2. When are you due?
3. Is this a "high risk"* pregnancy?
*if so, we need a dr. note prior to the service
What is Izzy's hidden talent?
Izzy...
A client comes out of their session and says something inappropriate happened during their session. What is the protocol?
- show empathy, but don't admit fault
- let them know you are there to hear them out, but not the one who will be handling this situation
-offer them a private room and a phone to use if needed
- give them a For Your Safety brochure
- Call Alyssa immediately
If you are calling out for your shift, what should you do?
- call the clinic and ask to speak to the manager
- if the manager isn't in, call their cell phone OR call the clinic with a manager on to notify that manager
- Look at Humanity for coverage options & call them
- communicate to the manager who you have called and what they have said
How much is a Chemical peel at the intro, member, member upgrade, and non-member rates & which is the most cost effective rate for the member if their dues are $85 a month?
- intro: $150
- member: $150
- member upgrade: 1 package + $75
- non-member: $220
In what cases do you have to check the customer's ID when they're purchasing a gift card?
- Every time a client hands you a physical credit/debit card
If a client asks you to use the cc on file, have them verify the last 4 digits
What is the current minor policy?
Minors 8-11: Can receive massage (AT, EMT, Stretch) & parent must be in the room
Minors 12-15: Can receive all services but RTR & parent must be in the room
Minors 16-17: Can receive all services & parent doesn't have to be in the room w/ permission
* minors can never do CBD
What is Zuri's hidden talent?
Zuri...
Pitch the membership to Audrey and overcome 2 objections!
YOU GOT THE MEMBERSHIP!
What is the RDO policy & process for fdas?
- 2 weeks notice for 1-3 days (long weekend)
- 1 month notice for 1 week+
- Fill out a RDO form
- Communicate with your manager re: days off and pick up days (if applicable)
-Manager will enter into Humanity if approved
How much is the Marini System & what are the products in the "Normal/Combo" system?
$350
Bioglycolic Face Cleanser
C-Esta Face Serum
Bioclear Face Lotion
Transformation Face Cream
SPF