Policy
True or False: A client can book without saving a card on file.
What is false?
Your guest is booked for a manicure. What script would you use to introduce our current 15% off Mani + Pedi promotion
What is “Since you’re already booked for a manicure today, I wanted to let you know we’re running a special — if you add a pedicure, you’ll get 15% off both services! It’s a great way to treat yourself to a full refresh. Would you like me to add it on today?”
This tool is required during all massages to ensure guest are receiving the full experience without going over the service time.
What is a timer?
What’s important to remember when loading the washer with soiled linens?
What is to only fill the washer halfway and to open and shake out the towels searching for items that don’t belong?
What do you do if the hard gel pot is empty?
What is refill it?
You notice a flaw in your work right before the guest leaves. Do you:
A) Wait to see if they say something, or
B) Take initiative and fix it immediately to protect their experience and your reputation?
What is B) Take initiative and fix it immediately?
What makes our sanitation standards different from other salons?
What is our use of medical grade sanitation?
What is the on call policy?
What is you must be able to arrive at the salon within 15 minutes?
What script should you use at checkout to encourage a guest to pre-book their next appointment?
What is “This service requires 2 week maintenance to keep your nails healthy and looking their best. I have [insert day and time] available — let’s get you scheduled so you stay on track! Plus, you’ll earn 250 loyalty points for rebooking today.
This is essential for us to uphold our cancellation policy.
What is the guest consultation form filled out and signed by the guest?
Who is responsible for the cleanliness of the salon?
What is we are all bound by our professional licensing to hold up sanitation practices required by the state of Utah?
What do you do with an empty Madacide spray bottle?
What is refill it?
This is the best way to ensure the guest feels valued seen and heard.
What is active, listening and personalized conversations focused on the guest during the service?
What is the protocol if you notice a team member not following a policy of protocol?
What is offer guidance and education or speak to leadership privately?
Where can you find details on all salon policies?
What is the team portal?
If a guest requests a service that you cannot safely perform due to nail or skin health, what script should you use?
What is “Due to the condition of your nails, I’m not able to perform that service today. I recommend having your doctor take a look at it.”
Your guest is booked for a Signature Service. Recite the scripts to introduce the custom mask options so they can make an informed choice?
What is “The service comes with a custom mask. Our Earl grade detoxifying mask deeply, nourish his conditions, and hydrates the skin while detoxing. This mask contains zeolite, clay and activate a coconut charcoal. Or we have the vital nourishment mask: this mask, tightens, brightens, and moisturize the skin with dried plum powder, rice peptides in Amazonia, white clay, the nutrients, promote collagen, production firmness, and elasticity.”
If a product bottle is sticky, dirty, or unlabeled, what policy does that break?
What is the clean product bottles policy?
This product nourishes repairs and slows the signs of aging with ingredients, including pumpkin fruit extract, licorice root, and scientifically advanced Swiss stem cells.
What is hand serum?
This should be completed before you begin any service, even if the guest” just wants the same thing as last time”.
What is a consultation?
Who is responsible for the comfort of your guest in the salon?
What is everyone is responsible for every guest in the building regardless of who they’re scheduled to see?
If you’re unsure about a policy or a situation arises that needs immediate attention while you’re in the salon what do you do?
What is call Jessica!
A guest is hostile and does not stop after de-escalation efforts, what script should you use to address the behavior and protect the salon environment?
What is “I understand you’re upset, but we need to maintain a calm and respectful environment. If this behavior continues, we will need to ask you to leave.”
Double Jeopardy!
List the steps to the stone Relief pedi massage
What is:
Set a timer for 15 minutes,
Rub legs for 30 seconds with hot stones to warm up,
Move onto the massage gun to a 30sec warm-up,
Turn the foot out to massage the inside of the calf for one minute,
Then turn the foot in to massage the outside of the calf for one minute.
Rub the legs for 30 seconds with cold stones
Turn the foot out to rub the inside of the calf for one minute
Turn the foot in to rub the outside of the calf for one minute.
Remove the Earl gray mud mask from both feet and massage the foot and toes for one minute.
Implements are not to be left in the Madacide bath for longer then 6 min because why?
What is the Madacide will dull and corrode the implements?
The foot balm is called a pedi in a bottle because why?
What is it contains papaya extract that allows for continuous gentle exfoliation while the aloe and Shea butter, nourish and hydrate the skin?
What form do you fill out to communicate nail art, upgrades, and changes to the front desk?
What is the consultation card?
This is the reason Topcoat Nail Bar has clear, written policies for guests and the team.
What is to create consistent expectations and support an excellent guest experience?
What scenarios would void the nail mend policy?
What is if the guest is requesting something (length, shape, product) that the nail tech has described as being against their professional recommendation for the health of their nails?
A guest has requested a length, shape, or product you don’t recommend based on the health of their nails.
What is the script you should use to explain that you can continue with the service, but it will void the complimentary mend policy?
What is “Based on the current health of your nails, this length/shape/product may cause breakage or lifting. I am happy to continue if you’d like, but I do want you to know it would void our complimentary mend policy because it’s not the option I would professionally recommend for you.”
When are kids under 12 allowed at Topcoat Nail Bar?
What is if they’re getting a nail service?
After you have completed your sanis at the end of the day you are required to do what before leaving?
What is get the sanis and kit checked off with the Salon Coordinator?
What are the benefits of Builder Gel?
What is a vitamin infused formula that strengthens nails?
How do we handle service issues when a guest is unhappy?
What is we offer a complimentary refinement with approval, usually by the same artist or an apprentice?
What is the importance of contributing to your teammates when they are in need?
What is because when we help others, they will help us in return when we are in need?