Client Services

Booking System

The salon uses SalonBiz for all appointment scheduling. Employees must keep their SalonBiz availability and schedules up to date. Guests are encouraged to download the Pocket Salon app for online booking confirmations and access to digital promotions.

Aveda Rituals & Guest Experience

All employees must know and consistently perform the Aveda Rituals for every guest. Standard rituals include aroma breathing, hand and foot massages, scalp massages, foot soaks, comforting tea service, neck and shoulder massages during treatments, neck wraps (burgundy for hair guests, lighter colors for spa guests), and heated tables.

The Stress-Relieving Neck and Shoulders Ritual or Hand Ritual should be performed during consultation or shampoo as appropriate. When time permits, provide a complimentary enhancement to exceed guest expectations. Discuss the products being used with the guest during service delivery.

Guest Interaction Standards

• All guest conversations must remain positive, uplifting, professional, and appropriate
• Do not discuss personal hardships with guests - if experiencing a difficult time, redirect by asking guests about themselves
• Guests visit Amenities Spa to relax and feel valued; it is each employee's responsibility to create that experience
• Approach guests as a knowledgeable advisor: ask specific questions to understand needs and provide tailored recommendations
• Punctuality for appointments is a top priority - take guests as promptly as possible upon arrival
• Guests receiving a service of one hour or more should be offered one complimentary mimosa
• Do not congregate in or around the front desk area - multiple staff at the entrance may create an intimidating first impression

Client Notes

Maintain detailed client notes in the system, including:

• Lifestyle notes and personal connections
• Product and service recommendations
• Treatment outcomes and feedback
• Hair formulas (update after each visit)
• Allergies, sensitivities, and medical conditions relevant to safe service delivery

Review guest notes daily before appointments - notes may contain allergy or medical information critical to safe service delivery.

Service Flow

• All guests must complete a digital all-service waiver before service begins (included in email/text appointment reminders)
• Before beginning a service, confirm whether the guest has additional appointments scheduled before or after
• Upon completing a service, walk the guest to the front desk and communicate a specific rebooking recommendation (e.g., "4 weeks," "6 weeks")
• When performing additional services (e.g., extra toner), add the corresponding add-on to the booking for proper credit
• Ask every guest whether they would like an add-on or enhancement; if time does not permit, offer to prebook for a future visit
• Requests to the front desk during service hours (add-ons, schedule changes) should be communicated in writing rather than verbal interruption
• Clean any hair color residue on the guest's skin (forehead, cheeks, hairline) before the guest departs

Pre-Booking

Pre-booking is the highest-priority scheduling objective. Every guest must be pre-booked for their next visit before checkout.

• Walk guests to the front desk after service and communicate a specific return timeframe
• Provide precise timing recommendations (e.g., "4 weeks," "6 weeks") rather than vague suggestions
• Fill out appointment cards to communicate pre-booking recommendations to the front desk

Recommended language:

• Service Provider: "Based on what we did today, I will need to see you in [X] weeks to maintain your results."
• Front Desk: "[Provider name] would like to see you back in [X] weeks. Let me get that scheduled for you."

Mobile app booking: Use the Staff Mobile Booking feature to book guests directly - target a minimum of one guest per day booked via mobile app. Each employee has a personal SalonBiz booking link for sharing on social media and with clients directly.

Book ownership: Take full ownership of your client book through pre-booking, standing appointments, mobile booking, and client follow-up. Review your book the day before and for the upcoming two weeks to identify scheduling issues.

Weekday booking: When booking guests, offer weekday availability when appropriate - weekends fill reliably, so directing flexible clients to weekday slots ensures consistent booking across the full week.

New Guest Retention

• A star (*) next to a client's name indicates a new client acquired through paid advertising - enhanced retention effort is required
• The retention target is three visits: a new guest who returns three times is statistically likely to become a long-term client
• Authorized retention incentives include: a small discount for prebooking, complimentary extended service time, or complimentary add-on enhancements
• Write personalized return-visit offers on the back of business cards for new guests
• Ask satisfied guests for referrals with: "Which one of your friends would also enjoy this service/treatment?"
• Compile a list of 5–10 guests you have not seen recently and submit to the front desk for re-engagement outreach

Service-Specific Standards

• AfterGlow Treatment (Estheticians): The standard post-treatment add-on following any esthetic service - applied before the guest leaves the treatment bed, requires less than three minutes, and introduces guests to the Jane Iredale product line
• Apply-and-Go Services: Processing caps for all guests; disposable capes only when requested or needed for clothing protection
• Haircuts: All haircut services include a blowdry in the service price - no price reduction if a guest declines
• SPF Protocol: Powder Me SPF must be applied before gel curing in all nail services
• Esthetician Services: Offer complimentary 15-minute skin analyses to guests not receiving skin services as a client acquisition method; provide personalized prescription cards with at-home routine recommendations, product suggestions, and next appointment guidance
• Brazilian Blowout: May only be performed by employees who have completed the required online training and submitted their certificate to management

Google Reviews

• Ask satisfied guests to leave a Google review using the tap/scan sign at the front desk or via text automation
• Encourage guests to include the service provider's name in their review
• Guests may also be invited to add photos
• Suggested phrasing: "What are the chances you could leave me a Google review?"

Retail & Product Recommendations

All employees are expected to assess guests' retail and home-care needs and provide professional product recommendations during every service. Retail performance is a tracked KPI - each employee should sell a minimum of one retail product per week.

Recommendation script: "Because you said [guest's concern], I recommend [product], which will [benefit]." After recommending, place products at the front desk or hand them to the guest for checkout.

SalonBiz product recommendations: After each service, add recommendations via the Stylist App (select appointment → View Info → Recommendations → tap "+"). Inform guests to mention products discussed during service at checkout so the provider receives proper credit.

Sales tracking: Employee initials must be recorded on the client ticket for all product sales. Monitor your retail statistics in the Stylist App before pay period end dates.

Weekly featured product: Each week a featured product is highlighted with three key talking points for guest conversations.

Cross-promotion: Actively promote services and other providers' availability. Discuss additional service categories with clients and assist in booking across departments.

Service menu knowledge: Maintain a current copy of the service menu, review it regularly, and be able to describe all service offerings. The menu is available digitally on the Google Chrome browser tab marked "Amenities Menu" and on the website.

Programs & Memberships

• Series Pre-Pay: Guests who prepay for a series of services (e.g., six-packs of waxes, massages, facials, mani/pedis) receive up to a 20% discount. Series packages can be purchased online as gift cards or added at checkout under the "Series" tab. The discount is locked to the specific service purchased.
• Facial Membership: Provides a $25 discount on any facial. Members may redeem multiple discounted facials per month. The discount is non-transferable to non-members.

Appointments and Cancellations

• A credit card hold is required on all service appointments
• 24-hour cancellation notice is required from clients
• Cancellation fee: 50% of the scheduled service
• More than one no-show or late cancellation: the client must prepay or guarantee with a credit card
• Services lasting 2 or more hours require a 50% deposit, which is non-refundable if missed or canceled with less than 24 hours' notice
• Late arrivals: The appointment ends as originally scheduled - we do not extend past the booked time
• Clients are encouraged to arrive 15 minutes early
• Appointment confirmations are sent via email/text 2 days prior

Walk-In Clients

The front desk assigns walk-in clients based on:

• Availability - which stylists have openings at that time
• Type of service - matching the client's request with stylists qualified to perform it
• Priority booking - SalonBiz assigns priority from left to right based on stylist level, attendance, availability, productivity, and client retention

Client Complaints

If a client expresses dissatisfaction with their service:

1. Listen and stay calm - let the client explain their concern fully without interrupting or becoming defensive
2. Acknowledge the issue - show the client you understand and take their concern seriously
3. Try to resolve it on the spot - offer to fix the service if possible (a correction, adjustment, or redo)
4. Involve a manager if needed - if the client is still unhappy or the situation escalates, ask a manager to step in
5. Report all complaints to management - even if you resolved it yourself, let your manager know so the salon can track patterns and improve

Never argue with a client or take a complaint personally. A professional response can turn an unhappy client into a loyal one.

Tips

Each employee keeps 100% of their own tips - no tip pooling, no deductions of any kind. This is your money (California Labor Code § 351).

Cash Tips

Cash tips are yours immediately. You keep them at the end of your shift.

Charged (Credit Card) Tips

Credit card tips are processed through SalonBiz at checkout and paid on your regular paycheck. The charged-tips pay period is a 14-day window that runs 3 days after the payroll period.

Example:

Why the 3-day shift? It ensures tips are captured up to the day before payroll is processed, so they can be included on your next regular payday - keeping the salon compliant with California Labor Code § 351, which requires tips to be paid by the next regular payday.

Outside Services

Employees may not perform salon services outside the salon while employed here.

Last reviewed: March 2026