Pricing
How much is our 60 and 90-min sessions at the member and non-member rate?
Member rate: $80 + tax / $105 + tax
Non-Member: $130 + tax / $195 + tax
What is our cell phone policy?
No phones are allowed at the front desk with FDAs. Phones must be used in the office and must not interfere with checking in/checking out clients / clinic phone calls. If phones are observed or interfere with your ability to work at the front desk, you will be written up.
What is our dress code policy?
Work shirt / Black shirt
Cardigan (no hoods)
Black or khaki dress pants or leggings
Are you allowed to look up client information for other clients/guests?
No.
What can you be written up for? What happens after a written warning?
Written up for: Dress code, being late, food at front desk, phone at front desk, not completing checklist.
After a written warning: Probation - loss of hours; Re-training.
What is our 3 and 5 pack-series priced at?
3-pack: $300 ($100 / pack)
5-pack: $450 ($90 / pack)
What is the correct way to answer a phone call during the holiday season? Off-holiday season?
(Non-Holiday) Thank you for calling Massage Envy in Wayne, this is (FDA Name). How may I help you?
(Holiday/Promo Season) Thank you for calling Massage Envy in Wayne, this is FDA Name). Have you heard about our current holiday promotion? [If yes: Share details of promotion; If no: state, “Okay, thank you. How may I help you today?”]
At close of conversation: If a client says thank you, respond with “of course” or “my pleasure”.
What is our policy for weekend bookings? What should we do if an offsite member books a weekend appointment?
Only Wayne/Clifton member OR true guests are allowed. If an offsite member books a weekend appointment, we must call and rebook them for another day.
What is our cancellation policy? How do we charge / note a cancellation? Is there a difference for advanced facial treatments?
No Charge: If 24-hour notice is given
50% Charge: If less than 24-hour notice is given, there will be a charge for 50% of the scheduled service price (60m will be charged 30; 90m will be charged 60; 120m will be charge 60)
100% Charge: No call, no show will result in a charge for 100% of the scheduled service price
Mark booking as “Do Not Confirm”
Move booking to 30m below SPs last appointment option.
Create a “Charged 50/100” block and note the reason why the client is cancelling. Include their name, their phone number, and your initials in this block.
Charge the client, but leave the booking on the schedule page: Go to register in Meevo, pull up client’s info, and charge accordingly.
Note: Advanced facial treatments get charged differently.
How much hands-on time does a client get in a 60m session? 90m? Why?
50m / 80m
(5m before for dressing and consultation; 5m after for dressing)
If a client wants to do a non-commitment membership, how much is their enrollment fee?
$40
What is our mail handling policy?
When mail arrives, no one is authorized to open packages or envelopes unless they have explicit permission from a Manager.
When a client is excused from a session, what steps should the FDA take? (Bonus: When is a session excused?)
1) Mark booking as "Do Not Confirm"
2) Move booking to 15m below last time block
3) Create a block with block type "Excused" and denote the client name, number, and write "See notes in Meevo Profile"
4) Write note in Meevo "Notes" in client profile stating why they were excused and who approved it. Initial your name.
Bonus: A session can only be excused when approved by a manager.
What two things must FDAs do when booking a facial for a client? What if the client booked online?
Review facial restrictions and note in the booking notes. If they booked online, we must review restrictions with the client during confirms.
What do you have to do if a suspended client wants to book an appointment?
When a suspended client calls to book and their acct is suspended, they must update their C.C. on file and complete their missing monthly payments before we can book the appt.
How much would an extra 30m at the member and non-member rate cost?
Member rate: $35 + tax
Non-member rate: $65 + tax
What is our FDA late-arrival policy?
You must text the chat when you are running late. If more than 5m, that will be a write-up.
When do we use "Notes" in Meevo?
When do we use "Visit Notes" in Meevo?
Notes: Utilize when client is not in the clinic and we need to document information.
Visit Notes: Utilize when client is in the clinic and we need to document information. Be sure to categorize appropriately.
What do you do if a client wants a product that we do not currently have in stock?
We MUST have them purchase the item(s) in order to put it “on hold” for them. FDA must leave a note for a manager to order the item.
Steps after purchase:
Get a retail bag and staple
(both) receipts to the bag with the paying client's name on it.
Leave note in clients account
Hang bag on FDA board in office until product arrives.
What is our policy for minors?
-Children 8-15 must be accompanied by a parent/guardian at all times in location.
-Minors 16-17 years of age must have written permission prior to the minor receiving any services.
-Minors under 12 years old may not receive skin care services, unless the parent or guardian provides a physician’s note documenting the need for service.
If a client signs up for a 12-month membership, how much is their enrollment fee?
$0 (trick question)
What is our transfer policy?
Transferring is a MEMBER BENEFIT, meaning that only active members can transfer sessions from their account.
Transferring from a Wayne Member to a non-member/ non-Wayne member:
One every month.
To the same person every six months.
$10 transfer fee per package transferred.
Wayne member must have an ACTIVE membership.
Any other requests/ accommodations must be approved by management.
Transferring from Wayne Member to Wayne Member:
Unlimited.
No transfer charge.
Must be done while both are active members.
Important to note:
If a member is canceling their account, any sessions that they want to transfer need to be transferred BEFORE the cancellation is processed. And the sessions that they transfer still have the 60 day expiration date on it— meaning that ALL sessions (including transferred) will expire after the 60 day cancellation effective date.
We cannot split sessions and transfer half– the only way to transfer a 30 min session is if the member already has a 30 min session in their account. This is still a $10 transfer fee. If a client wants to cover a 90 min session for a friend/family member, we can only transfer one session per policy, please refer to management to see if any more is possible.
Members cannot transfer while on a freeze.
When else do you use the notes section in a customer profile?
Every time you write a note for management, ensure that you put it in their notes.
If a client is frustrated or concerned, note the details of that conversation and (if over the phone, the time the call occurred).
If a client does not want to book with a particular service provider, please denote this info and select that it pops up when booking an appointment.
Always initial after any note you include.
What is an MRT? When and how is it applied?
Market-rate transfer. Applied when an offsite member has a lower monthly rate than Wayne ME.
What situations would prevent a client from entering their scheduled session?
- Account is in suspension due to a missed monthly.
- Account is frozen (not on a freeze plus).
- No credit card is on file.
- Client did an action that is in a restricted time window before their facial.