POLICIES AND PROCEDURESOPERATIONAL

POLICY NO:

DAILY SUMMARY POLICY

Policy Purpose: To ensure that all team members are aware of what is expected and what they are achieving.

Policy: All team members must fill in their Daily Summary Sheet at the end of each day.

All formulas/calculations are to be completed as per the Daily Summary KPI calculation Policy.

Daily Summary Sheets will be used as a base of discussion for KPI performance at weekly coaching sessions.

Actual results will be compared to expected results.

Authorised by:

Date:

06

POLICY NO:

APPOINTMENT CONFIRMATION POLICY AND PROCEDURE

Policy Purpose: To ensure that we are eliminating “No Shows” with the ability to fill the empty space.

Policy: All team members are to manage their time efficiently.

Appointment reminder is to be sent to all clients.

When a team member is away, it will be the responsibility of the

Salon Manager to confirm their appointments for the following

day.

Each team member is responsible for his or her own column.

PROCEDURE:

1. When a booking is made please ask if they have been to (Salon Name) before. With all new clients please obtain the following information - Client’s first and last name, Telephone numbers, e-mail address, and how they heard about your salon.

2. All clients will receive a call, text, email as per client preference using (Salon Name) set format.

3. If the client has not confirmed by the end of the day the team member seeing them is to ring their client to confirm or leave a phone message for them and use Appointment Confirmation Procedure.

4. If a phone call is required you will need to use the following script “Ask for client. Hi (Clients Name) it’s (your name) from (Salon Name). How are you? I am just phoning to confirm your appointment tomorrow at (appointment time and service). Fantastic I look forward to seeing you.”

5. Make a note on the client’s file and change appointment icon.

6. If a client is having more than one service with different team members it will be the responsibility of the team member that is seeing them first to confirm appointment.

Authorised by:

Date:

07

POLICY NO:

CLIENT GREETING POLICY AND PROCEDURE

Policy Purpose: To ensure that all clients feel welcomed and we are providing a higher standard of service.

Policy: All visitors to the salon will be greeted in a consistently professional manner.

All visitors are to be greeted within 6 seconds.

All visitors to the salon are to be made to feel important and valued.

PROCEDURE:

1. Introduce yourself to client (Hi my name is Sally, and I am (Salon Name) receptionist), it’s lovely to meet you /or/ it’s nice to see you again (if a regular client).

2. Ask if you can take their jacket (if appropriate) and hang on coat rack.

3. If the client is a new client and you require them to fill in a new client form ask them politely if they would mind filling in the form and escort them to the waiting area.

4. Offer the client a beverage from the list available.

5. Be aware of when the client has completed form and go and thank them for taking the time to fill in the form.Take the form back with you ready to give to the stylist/ therapist/ technician.

6. Let them know how long (person doing treatment/service) will be.

7. Let team member that will be doing treatment/service DISCREETLY know client is here.

8. Team member providing service/treatment should acknowledge client through eye contact, smile or using clients name say... I won’t be long.

9. Team members providing service will go over to client and introduce themselves.

10. Team member will then take clients drink and escort client to appropriate area and proceed with consultation/ service.

Authorised by:

Date:

08

POLICY NO:

NEW CLIENT CONSULTATION POLICY AND PROCEDURE

Policy Purpose: To ensure all team members know and understand how to do a successful consultation.

Policy: All clients will have a consultation.

A consultation will be an exchange of ideas and advice given within a timely manner.

All clients must feel they have been listened to.

Before a treatment or service is to take place the client must have agreed to the process.

Client consultation forms must be completed, legible, and completed in a timely manner. Another team member must be able to follow form.

PROCEDURE:

1. Greet client and introduce yourself Hi ...................., I’m .................... . So I can give you the best possible service, I need to know a few things about you.

2. Ask client questions from new client form.

3. Write down all relevant information.

4. Start Analysis whether it is Hair, Beauty or Nails.

5. Tell client your findings.

6. Gather up products client needs to take home.

7. Pop products down in front of client and explain all the benefits for each item.

8. Reassure client that she will walk out looking a million dollars.

9. Start treatment/service.

10. Tell client everything you are doing throughout treatment/service. Explain each step.

11. Reassure client throughout treatment/service.

12. Ask client to fill out survey when service/treatment is finished.

13. Take your client to front counter armed with recommendation of products.

14. Go through benefits again quickly of each product.

15. Close the sale.

16. Rebook client.

17. Reassure client.

18. Thank client.

Authorised by:

Date:

09

POLICY NO:

MANAGING YOUR COLUMN POLICY AND PROCEDURE

Policy Purpose: To ensure that you manage your time effectively and are a productive team member.

Policy: Managing your column is the responsibility of each team member to ensure they are doing everything to be a productive team member.

Ensure that all appointments are booked in one after the other to maximise productivity.

All team members will rebook clients to maintain minimum salon benchmark.

PROCEDURE:

1. If there is a gap ring clients to see if they are able come in earlier (within reason to ensure productivity is being meet).

2. Rebook client -Regular client rebooking benchmark 75%-New client rebooking benchmark

50% (Maybe include a rebooking script for you team to follow)

3. Phone clients that are due who did not rebook. Must be recorded in your diaries provided by the company.

4. Use client retention report to follow up on clients who haven’t been back in 6 - 12 weeks.

5. Up sell other services however only do this if time allows you or book in their next appointment, also up sell other services the salon provides.

6. Ensure you are exceeding company client standards.

7. When you have cancellations/ no shows adhere to cancellation/No Show Policy.

8. To ensure productivity is kept to a maximum, ring all clients who have not confirmed their appointment the day before.

9. Ensure all clients’ new consultations forms are filled out and client details put into the computer.

10. Ensure that you are offering and using cancellation list to increase productivity.

11. Offer referral system to clients to build your clientele (use your discretion).

12. Ensure all clients are told about and offered VIP loyalty program.

13. Ensure you are telling all clients of (Salon Name) current promotions.

Authorised by:

Date:

10

POLICY NO:

FOLLOW UP CALL POLICY AND PROCEDURE FOR CLIENTS PURCHASING PRODUCT

Policy Purpose:Every team member follows up his or her clients as per procedure.To ensure clients purchasing a new product feel important and to ensure their product is meeting their expectations.

Policy: All clients purchasing a new product are to have a follow up call to ensure they know how to use the product and it is doing what they expected.All clients should receive a follow up call within 48 hours.

PROCEDURE:

1. Before client is phoned ensure that you are aware of the services the client had and products purchased.

2. Greeting (“Hi it’s (your name) from (Salon Name), how are you?”).

3. Establish reason for call (“The reason for my call is to see how you are still enjoying your (name of service/treatment”).

4. Reconfirm the client is happy (“That’s fantastic I am really pleased to hear you still love your (again name of treatment/ service). You looked great when you left”).

5. Establish product happiness (“How are you finding your product? That’s great I’m glad you’re finding it really easy to use”).

6. Attempt to sell product (if they did not purchase product at time of service) (“That’s no good this is where it is really important to achieve the result you are wanting to use .................... not only will it give you (explain benefits to client)”).

7. Attempt to rebook (if required) (“I am really glad you are enjoying .................... . Now we didn’t book your next visit when you were here, is now a good time for you to do this?”.)

8. Reconfirm appointment (“That’s great I am really glad you’re enjoying your and I look forward to seeing you on....................”).

9. End Conversation (“Well (name), it has been great talking to you, if you have any questions before I see you next please feel free to give me a call. Have a great afternoon/day etc. Thank you. Bye.”)

Authorised by:

Date:

11

POLICY NO:

FOLLOW UP CALL POLICY AND PROCEDURE FOR CLIENTS WHO HAVE A NEW SERVICE

Policy Purpose: To ensure clients who have a new service feel important and to ensure the service is meeting their expectations.

Policy: All clients who have a new service are to have a follow up call to ensure the new service has met their expectations.

All clients should receive a follow up call within 48 hours.

Every team member follows up his or her clients as per procedure.

PROCEDURE:

1. Before client is phoned ensure that you are aware of the services the client had.

2. Greeting (“Hi it’s (your name) from (Salon Name), how are you?”).

3. Establish reason for call (“The reason for my call is to see how you are still enjoying your (name of service/treatment”).

4. Reconfirm the client is happy (“That’s fantastic I am really pleased to hear you still love your (again name of treatment/ service). You looked great when you left”).

5. Establish happiness (“That’s great I’m glad you’re enjoying...”).

6. Attempt to sell product (if they did not purchase product at time of service) (“That’s no good, this is where it is really important to achieve the result you are wanting to use, not only will it give you (explain benefits to client)”).

7. Attempt to rebook (if required) (“I am really glad you are enjoying ..................... Now we didn’t book your next visit when you were here, is now a good time for you to do this?”)

8. Reconfirm appointment (“That’s great I am really glad you’re enjoying your and I look forward to seeing you on....................”).

9. End Conversation (“Well (name), it has been great talking to you, if you have any questions before I see you next please feel free to give me a call. Have a great afternoon/day etc. Thank you. Bye.”)

Authorised by:

Date:

12

POLICY NO:

STAFF DOWN TIME POLICY AND PROCEDURE

Policy Purpose:To ensure productivity is kept to a high standard.

Policy: At all times team members must be using their time productively.

Downtime is to be used as per procedure.

PROCEDURE:

1. Make follow up contact with clients through phone or email.

2. During any down time please refer to daily or weekly cleaning jobs (located on wall in staff room).

3. See management for any jobs that may require assistance.

4. Ensure reception is tidy and organised.

5. Ensure retail presentation is clean and appropriate.

6. Input all client information and histories.

7. Check any washing that may need to be done etc.

8. Ensure back rooms (toilet, laundry, and staff room) are clean and tidy.

Authorised by:

Date:

13

POLICY NO:

SALON SAFETY OPENING POLICY AND PROCEDURE

Policy Purpose: To ensure all team members safety is paramount and never compromised.

Policy: All team members’ safety is paramount and is never to be compromised while also ensuring the protection of the salon and its merchandise.

PROCEDURE:

1. At all times every precaution must be taken to protect team members, the Salon and merchandise.

2. You must not enter the premises alone. There must be two or more team members when unlocking the salon for the day.

3. Be aware of any unusual or suspicious people or behaviors.

4. If you see anyone suspicious DO NOT approach the salon.

5. Call the Police immediately.

6. Once in the salon lock the door immediately behind you then proceed to turn alarm off (if applicable).

7. The door should remain locked and only unlocked when a team member has arrived for work.

8. Only current team members will be allowed to enter the premises.

9. If there is a delivery before the salon opens the delivery person is to be treated like a team member when entering and leaving the salon i.e. door unlocked locked unlocked locked?

10. Door will be unlocked at the start of business.

Authorised by:

Date:

14

POLICY NO:

SALON SAFETY CLOSING POLICY AND PROCEDURE

Policy Purpose:To ensure all team members feel safe while on (Salon Name) premises.

Policy: All team members’ safety is paramount and is never to be compromised while also ensuring the protection of the salon and its merchandise.

PROCEDURE:

1. At all times every precaution must be taken to protect team members, the salon and merchandise.

2. You must not leave the premises alone. There must be two or more team members when locking up at the end of the business day.

3. Be aware of any unusual or suspicious behavior or activity.

4. If you see suspicious behavior or activity call the police immediately.

5. As soon as the last client as left the salon immediately lock the salon doors.

6. The door should remain locked at all times until you are ready to leave the premises.

7. When you are ready to leave premises ensure that all closing policy and procedures have been adhered to, set alarm and lock premises.

Authorised by:

Date:

15

POLICY NO:

SALON OPENING POLICY AND PROCEDURE

Policy Purpose: To ensure that the salon is opened on time and always presented to a consistently high standard.

Policy: All team members have an obligation to understand and take an active role in making sure that salon-opening procedures are being adhered to and the salon is opened successfully on a daily basis.

PROCEDURE:

Below are some suggested procedures. Please customise to your salon needs.

1. Enter salon turn lights on.

2. Turn computer screen on.

3. Log on eftpos.

4. Turn all appliances on that are required for the day-to-day running of the salon.

5. Put all personal belongings in the allocated cupboard for staff.

6. Put straighteners on retail shelves.

7. Remove money from safe (Manager or designated person in charge that day only).

8. Recount float and banking (Manager or designated person in charge that day only).

9. Put float in till.

10. Put banking in designated place.

11. Turn open/close sign to open.

12. Turn stereo on.

13. Complete morning jobs as on Daily checklist. Must be signed off when completed.

14. Put load of washing on and washing in dryer if applicable.

15. Put all capes and towels on workstations.

16. Print out all client histories for the day.

17. Print new client forms required for the day.

Authorised by:

Date:

16

POLICY NO:

SALON CLOSING POLICY AND PROCEDURE

Policy Purpose: To ensure that the salon is closed and left clean and tidy.

Policy: All team members have an obligation to understand and take an active role in making sure that all procedures are being adhered to and the salon is closed successfully on a daily basis.

The salon must not be closed before advertised closing time without prior approval.

PROCEDURE:

1. Do all end of day cleaning jobs on Daily Cleaning Checklist.

2. Put straighteners away. (Retail)

3. Turn all appliances off where applicable.

4. Count float (Manager or designated person in charge that day only).

5. Count banking (Manager or designated person in charge that day only).

6. Put float and banking into safe (Manager or designated person in charge that day only).

7. Print business summary.

8. Print cash draw reconciliation.

9. Fill out cash draw reconciliation and sign off.

10. File business summary, bank reconciliation, vouchers, flyers, eftpos receipts etc.

11. Turn open/close sign to Closed.

12. Put new client information into computer.

13. Turn computer screen off.

14. Vacuum when all clients have left the salon.

15. Must mop on Saturday or when required.

16. Turn stereo off.

17. Turn lights off.

18. Lock both locks on door and double check Alarm On.

Authorised by:

Date:

17

POLICY NO:

SALON DAILY CHECKLIST POLICY AND PROCEDURE

Policy Purpose: To ensure the salon is consistently of a high standard.

Policy: All team members will participate in ensuring the daily checklist is completed.

PROCEDURE:

1. Please see the following page for suggested daily checklists.

2. Insert your salons procedures.

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