Client Services - Manager Reference

Client Complaint Resolution

Investigation Process

When a client complaint is received - whether in person, by phone, or online:

1. Listen fully without interrupting or becoming defensive
2. Acknowledge the client's frustration - "I understand this isn't what you expected"
3. Gather facts - speak with the service provider privately to understand what happened
4. Document the complaint (date, client name, service provider, service performed, nature of the complaint, resolution offered)
5. Resolve within the manager's authority level (see below)
6. Follow up with the client within 48 hours to confirm satisfaction

Authority Levels

Tracking Complaints

Maintain a complaint log (digital or paper) with:

• Date and client name
• Service provider involved
• Nature of the complaint
• Resolution provided
• Cost to the salon (if any)

Review the log monthly. If the same employee appears three or more times in a 90-day period, initiate a performance conversation. If the same client files repeated complaints across different providers, consider whether the client's expectations are unrealistic (see "Problem Clients" below).

Problem Clients

Occasionally a client is abusive, repeatedly no-shows, harasses staff, or is impossible to satisfy regardless of service quality. The salon has the right to decline service.

When to Consider Ending the Relationship

• Verbal abuse, threats, or harassment directed at any employee
• Repeated dishonesty (disputing legitimate charges, claiming services were not received)
• Three or more complaints in six months where investigation shows the service met standards
• Behavior that makes employees uncomfortable or unsafe

How to End the Relationship

1. Discuss the situation with the salon owner before taking action
2. Contact the client by phone (not text or email) - keep the tone professional and brief
3. State that the salon is no longer able to meet their needs and wish them well
4. Do not explain in detail or argue - "We've decided this isn't the right fit" is sufficient
5. Remove their future appointments from SalonBiz
6. Document the conversation and reason in the complaint log
7. Inform all front desk staff so they do not rebook the client

Walk-In Assignment

Walk-in clients are assigned based on current availability. To keep assignments fair:

• Use a rotation list - the next available provider on the list gets the walk-in
• Skip providers who are mid-service or on break
• If a walk-in requests a specific provider and that provider is available, honor the request
• If disputes arise about rotation fairness, review the SalonBiz appointment log for the week and adjust

Do not allow providers to "claim" walk-ins or lobby the front desk for assignments.

Outside Services Enforcement

The employee handbook prohibits performing salon services outside the salon while employed here. This protects the salon's client base and ensures services are performed with proper insurance coverage.

How to Detect

• Clients mentioning the employee did their hair/nails/skin "at home" or "on the side"
• Social media posts showing services performed outside the salon
• Employee's client count dropping while they remain busy
• Tips from other employees (handle discreetly - verify before acting)

How to Address

1. Gather evidence - do not act on rumor alone
2. Have a private conversation with the employee, presenting the specific concern
3. If confirmed, issue a written warning for a first offense - this is a serious policy violation
4. A second offense warrants a final written warning or termination depending on the circumstances
5. Follow the Progressive Discipline - Manager Reference process

Tip Disputes and Credit Card Tip Processing

Tip Ownership

Each employee keeps 100% of their own tips. The salon does not pool tips or take a share. No deductions of any kind - including credit card processing fees - may be taken from tips (Labor Code § 351).

Cash Tips

Cash tips are kept by the employee immediately at the end of their shift. No reporting to the salon is required (employees are still responsible for their own tax reporting obligations).

Credit Card Tips - Schedule

Credit card tips are processed through SalonBiz at checkout and paid on the employee's 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 the next regular payday - keeping the salon compliant with California Labor Code § 351.

Compliance Notes

• Labor Code § 351 - tips belong entirely to the employee; the employer may not take any portion or deduct processing fees
• SB 648 (effective January 1, 2026) - strengthens enforcement with penalties up to $250 per violation for late or withheld tips. Ensure charged tips are always paid by the next regular payday

Tip Disputes

If a dispute arises (e.g., a client claims they left a cash tip that the employee says they did not receive):

1. Review the checkout record in SalonBiz
2. If available, review any relevant camera footage (front desk area only)
3. If the tip was on a credit card, the record is definitive
4. For cash tip disputes that cannot be resolved, document the situation but do not accuse either party without evidence

Cancellation Fee and Credit Card Hold Enforcement

Policy Recap

• All appointments require a credit card hold
• 24-hour cancellation notice required
• Cancellation fee: 50% of the scheduled service
• Services 2+ hours: 50% non-refundable deposit

Enforcement

• The front desk charges the cancellation fee through SalonBiz - this is not discretionary
• If a client disputes the fee, the manager may waive it once as a courtesy for a first-time occurrence with a long-standing client
• Repeated late cancellations or no-shows: require the client to prepay for future appointments
• Document all fee waivers in the client's SalonBiz notes with the reason

Do not waive fees simply to avoid a difficult conversation. Consistent enforcement protects provider income and schedule integrity.

If a complaint involves allegations of discrimination, harassment, or safety concerns, do not handle it as a routine service complaint. Escalate immediately to the salon owner and consult the Harassment Prevention - Manager Reference or Workplace Safety - Manager Reference as appropriate.

Last reviewed: March 2026