Salon Operating System©

Salon Operating System© 

Read Me First

Welcome 

Salon Operating System’s manuals can be used by salon and spa owners and their 

management teams, salon professionals and beauty school educators and their graduates. 

These manuals are most beneficial to individuals wanting to operate as peak performers and 

who recognize the client as the foundation of a successful business. These systems can be 

used as is or as a template to incorporate into your own structure. 

Salon Operating System was designed to create a positive client experience. When the client 

has a positive experience they will be back and when it happens with every service each time 

they visit the salon, they tell their friends. This is the organic process of growth and profits. 

What you will find in your Salon Operating System manual is ready to use templates, systems, 

tools and exercises. What you won’t find is get rich quick schemes, mass marketing strategies 

or facts and figures about what this industry is and what it isn’t. This system was designed by 

working salon professionals to use repeatedly and bring results; it isn’t the only system 

available, its just one that works. 

As with all things in life, it works if you work it, so use each system in its entirety, monitor its 

success and be diligent in its practice and you will see results. 

In our reference guide you will find the books, authors and resources that inspired us to create 

these automated business tools. They provide some great reading and practical solutions to all 

areas of business.

Acknowledgement 

Salon Operating System is the result of 27 years experience as a stylist in the salon industry and 

fourteen years as a salon owner. Applied research provided me with breakthrough solutions to 

the challenges I have faced in the salon as well as those of my colleagues. 

Through my growth process from technician to salon owner I attended seminars and 

incorporated valuable knowledge from some of the leaders in this industry. Through Wayne 

Grund’s “5 keys to success training”, I learned about the characteristics of peak performing 

stylists through providing superior levels of customer service. 

With a growing need to know the business end of being a salon owner I soon recognized the 

lack of information available to our industry and began my journey with reading numerous books 

on business, service and marketing. Strategies Publishing Group created a training program 

entitled “Fast Forward” which helped me build a “team” environment, consistent salon service 

and my first training manual. My biggest inspiration came from the book entitled “The E myth” by 

Michael Gerber. I learned how to replicate the level of service I was personally incorporating 

with my clients to include those of my staff. This resulted in the birth of my “Standard of 

Service©” and with it the ability to become an absent business owner. 

My desire to take my company to a new level resulted in meeting my mentor, friend and coach, 

Miranda Webb of Leading Edge Business Training. I learned how to grow a company, build 

profits and create long term sustainability. The experience of my leadership training resulted in a 

profound personal journey for which I will always be grateful to Miranda. 

The systems and strategies I have built over the last decade are the result of my passion and 

love of the salon industry. I feel so very blessed to be a person who knows they are exactly 

where they want to be and I am grateful every day for the opportunity to touch people’s lives. 

The development and production of this system is credited to every employee, situation and 

growth experience of my last 10 years as a salon owner and to every client who has shared their 

life experience and business knowledge. You have been great support.

Testimonials 

“Although I had experience in supervision and management, none of it was in the salon industry. 

Salon Operating System© provided me with the tools I needed as a team leader to effectively 

coach and support staff in reaching their individual goals as well as those of the salon” 

Myrna Frizell 

Since working with Changes Salon Group's manuals, policies, procedures, and system©, I went 

from what I thought was a successful stylist, to a leader in the salon atmosphere. In the last year 

I have become the image director of Changes Salon Group and completed three collections. 

Following all of the steps within the Salon operating system© has given me the confidence I 

needed. I whole heartedly owe my success to the tools that I have been taught through the 

Salon Operating System©.” 

Jolan Magnan 

What you will find in your system: 

The Leadership Training Manual, the Business Structure Manual, the Policy and Procedure 

Manual, the Workbook, the Sample Page Booklet and the Performance Measurement Manual. 

Getting started: 

The manuals are laid out in the order of implementation. It is suggested that the first seven 

exercises in the Leadership Training Manual be completed by the company owner or CEO to 

establish the direction and intention of the company prior to taking the team through the training 

process. The next step is to orientate and certify managers, team leaders and supervisors to 

prepare them for training the team and for an opportunity to review the material from a 

leadership standpoint. Technician training can now begin. The implementation guide for training 

can be found on page one of the Business Structure Manual. 

What to remember: 

The Standard of service is the foundation of this system. All policies, procedures and systems 

originate from here and the success of Salon Operating System depends on the monitoring and 

measurement of technicians’ implementing the system. The Sample Page Booklet contains the 

template pages from the Business Structure Manuals which can be modified to your salon’s 

structure. Should the Business Structure Manual be modified, modifications to the Policy and 

Procedure Manual will be required. This system is only a template of the topics required when 

compiling a manual which is used by employees as an answer guide for employment with a 

company. This system can be used as is or as a guide to implement your own structure. Also 

remember that the Workbook contains the calculations and template answer guide required for 

training.

Forward 

I have been told numerous times throughout my life to “lighten up that’s just the way things are, 

you’re expecting too much from people, salons are different than other businesses, you have to 

be in your business every day if you want to be successful, and nobody works like you”. Any of 

these sound familiar? Being the persistent person I am, I set out to prove every one of these 

quotes wrong. I was soon experiencing the challenges from where these quotes were derived, 

such as; staff walkouts, training technicians and watching them walk out the door with the 

clients, staff coming and going as they choose, being held hostage to high commission rates, 

low retail sales, staff room drama and lack of employee generated sales. My experiences were 

defeating my business and my faith in the salon industry. 

I realized I had three choices at this time, one being to accept my circumstances; two, leave the 

headaches and become an employee again or three to change the circumstances. 

I challenge you as you incorporate this system to be consistent, remain focused and have faith 

in systems, policies and procedures. Allow yourself to believe in people who want to do their 

best and to be part of a great team in a thriving salon. I can tell you from experience that this 

was my reality. The salon became a positive place for employees and clients to come, a place 

where the team was consistently striving to reach new levels of customer service. Because of 

the comfortable work environment it became easy for technicians to focus on their careers. This 

led the salon to new levels of confidence in the competitive arena. Soon after incorporating this 

system I was able to enjoy quality living while being certain that even when I wasn’t there my 

business ran like I was. 

So to all those people who told me it would never happen, I say thank you. 

To you I say, enjoy! 

Sincerely, 

Cheryl Roose

Reference Guide 

The E Myth 

Michael Gerber, author 

Skill Certification Guide 

Strategies, business tools 

Leading Edge Training 

Miranda Webb, business coach 

The 5 Keys to Success 

Wayne Grund 

Dealing Effectively with 

Unacceptable Employee Behavior 

Skill Path Seminars, 

key note presentations 

Precision Cutting Course 

Suki’s, academy 

The Power of Intention 

Dr. Wayne Dyer, author 

The Seven Habits of Highly 

Effective People 

Speed Wealth 

The Law of Attraction 

Steven Covey 

Harv Eker, author 

Michael J. Loseir 

Thank you for your interest in Salon Operating System. For more business tools, resources and ideas be sure to visit 

us on line at www.sossalonoperatingsystem.com. We can be reached by phone at (780) 437-3441 or by email at 

Cheryl@sossalonoperatingsystem.com

Business Structure Manual 

(Leaders) 

Information compiled by Cheryl Roose, Coaching and Consulting

Table of Contents 

Training 

Implementation Guide 2-3 

Vision and Mission 4 

Standard of Service 5-6 

Salon Marketing 7-8 

Salon Pricing 9 

Salon Functions 10-11 

Employee relations 12-13 

Salon policies 14-30 

Qualification Process 31-32 

Team Incentive Program 33-34 

Pay Structure 35-36 

Performance Monitoring 37-38 

Statement of Intention 39 

Reference Guide 40 

Copyright © 2005 at SOS Salon Operating System 

All right reserved; No part of this book shall be reproduced, stored in a retrieval system, or transmitted by any 

means, electronic, mechanical, photocopying, recording or otherwise, without permission from the author. 

Note: This publication contains the opinions, systems and ideas of the author. It is intended to provide helpful 

tools and informative material on the subject matter covered. It is sold with the understanding of the author is not 

engaged in professional services in this book. Should you require additional assistance, a competent 

professional should be consulted. 

The author disclaims responsibility for any risk, loss, liability personal or otherwise which is incurred directly or 

indirectly of the use and application of any content s of this book.

SALON OPERATING SYSTEM© 

Implementation Guide 

The goal is to produce fully qualified technicians within a specified time frame who service 

clients with confidence. 

Schedule for Training 

Servicing clients is at the discretion of the manager. However, we do suggest technicians 

begin attracting clients on their own into the salon immediately for discounted services through 

the training process listed below. Apprentice positions or new hires can assist the role for 

which they were hired. Provide all employees with the following for review: 

• Job Description (Performance Measurement Manual pages 1-15) 

• Business Structure Manual applicable to position 

• Employee Salary Contract (Performance Measurement Manual pages 16) 

• Success or Probation Success Report (Performance Measurement Manual page 18-24) 

New hires must also be aware that failure to adhere to the implementation schedule may 

reflect dismissal. 

Day 1 - An introduction and orientation to the company vision, points of difference, standard 

of service and salon marketing (Pages 3-7 of the Business Structure Manual). Team 

leaders or managers to prepare salary contracts (page 16 of the Performance 

Measurement Manual) based on the Pay Structure (page 35 of the Business Structure 

Manual). 

Day 2 - An overview of the job descriptions (pages 1-15 of the Performance Measurement 

Manual). Completion of employment (salary) contracts. 

Day 3 - An orientation to the salon pricing, salon functions and employee relations(pages 8-12 

of the Business Structure Manual ) with a review of the systems used for salon and 

technical cleaning. Team leaders or managers to prepare probation success reports 

with goal expectations for the following day. (Pages 18-24 of the Performance 

Measurement Manual) 

Day 4 - Orientation to the policies, qualification process, team incentive program, pay 

structure and the employee monitoring systems. (Pages 13-38 of the Business 

Structure Manual) Provide employees with a probation success report. All employees 

will experience the “Standard of Service” with services provided by the senior 

operators in each department. 

Day 5 - Role play of the Business Structure Manuals scripts. A review of the first week of 

orientation. Employees to prepare for the policy certification of the Business Structure 

Manual. Technicians will need to recruit a minimum of six models for the next week to 

certify the services of each procedure. 

2


Implementation Guide Continued… 

Week 2– Accountability for the salon cleaning duties begins as well as policy certification 

(Pages 2-13 of the Policy and Procedure Manual). Employees to have 90% correct 

answers to complete this level of certification. Correct the certification together. 

Procedure (technical) skill certification also begins this week. Use the Policy and 

Procedure Manual (pages 14-27) for this portion of the certification. See each 

individual certification for the guide as to how to complete the practical presentation. 

Week 3- Complete the procedure certification by the end of this week with the exception of the 

last service in each area. 

Week 4 – Team leaders or managers to receive the final services to complete the procedure 

certification. 30 day performance appraisal this week as well as the graduation of the 

skill certification!! Technicians begin servicing clients at a junior price level. 

_____________________________________________________________________________ 

! Whether implementing the Salon Operating System in a new or existing business it is 

suggested that all employees be placed in a probation status for three months. 

! Team leaders and managers begin performance measurement immediately when 

implementing the Salon Operating System. The success reports are tools used to 

monitor performance in the probation period (page 18 of the Performance Measurement 

Manual for technicians, page 19- 24 for remaining staff). Conduct performance 

appraisals every 30, 60 and 90 days. 

! When probation is complete (three months) and employees have attained permanent 

status, use the success reports monthly as the tool to graduate them into the 

Qualification Process until an A status is reached. 

! Provide all service centers with a posted “Standard of Service” as a reference guide. 

! Front desk now incorporates the front desk checkout systems with all technicians. 

! Follow up with performance appraisals every 6 months. (Pages 25-30 of the 

Performance Measurement Manual.) 

3


The Salon Vision and Mission 

The exercise to create your vision, mission and service commitment can be found in the 

Leadership Training Manual. 

Our Vision 

Goal: The goal is to clarify the client’s experience in the salon visit. 

Example: “Our Salon is a warm, inviting and relaxed atmosphere where attentive service and 

the Client Education Process are the hallmarks of the salon experience. Our Salon’s aura is 

one of focused care, confidence and trust.” 

Our Mission 

Goal: Give your team the clarity of the salon’s client experience. 

Example: “To ensure that our clients experience the value we place in their patronage.” 

The Service Commitment 

Goal: To make a commitment to the service expectation clients receive. 

Example: “Our service commitment is to ensure our clients are receiving the highest level of 

focused care and attention while performing superior services by confident skilled technicians 

in a relaxed, warm and inviting environment.” 

Standard of Service 

Goal: Create consistency and quality with each technician and every service. The Standard of 

Service is the incorporation of the points of difference (page 4- 5); the salon marketing 

strategies. (Page 6 and 7) and the salon policies (pages 13-29). 

4


The Standard of Service 

Welcome greeting 

Face shape and face map consultations 

Service related massage 

Current product analysis 

Product and technique education 

Home maintenance tips 

Tool sanitation in clients view 

Industry trend updates 

Referral coupons 

Beverage of choice 

Easy pre booking options 

Confirmation calls 

5


Points of Difference 

Goal: The points of difference listed below characterize your salon’s brand, how you are 

recognized in your industry. 

The following are examples which may be used as templates to modify for your salon’s 

requirements. See the sample page booklet for your working template. 

Hair Services 

Consultation analysis 

60-second scalp massage 

Tool sanitization 


Nail Services 


One-minute manicure 

Ring cleaning 

Hand and tool sanitization 


Massage Services 


Meet client in room with water after service 

Warming blanket 

Foot spray 

Stretches shown in room 

Esthetic Services 


Hand and tool sanitization 

Lined Pedi baths 

Numbing spray 

Glass of water in facials 


Salon Rapport 

Clients greeted with a handshake 

Walk in welcome 

10 second greeting 

Service info sheet 

Current client focus 

Confirmation calls 

Checkout packages 

Comment cards 

Call backs 

6


Salon Marketing Strategies 

Goal: Build profitability and sustainability with the salon brand by attracting new clients 

consistently and retaining the existing clientele. 

Use the following as is or as examples to incorporate into your salon structure. You can identify the 

ideal client by the exercise provided in the Leadership Manual. 

Successful marketing happens when you know the ideal clients you want to attract, implement the 

salon brand (the Standard of Service) and market your brand intentionally. Listed below are 

strategies that will bring in new clients to the salon consistently, create multi service clients and 

build referrals from the existing clients. 

Referral Program (referrals) 

Step 9 in the standard of service 

Clients are given a referral/cross promote card. For each new referral received the referring client is 

mailed a $20 gift certificate; sample and thank you card. The referral program is tracked by means 

of the referral/cross promote coupon. (See sample page booklet) 

Cross Promote Cards (cross promote) 

Step 9 in the Standard of Service 

These cards consist of discounts for services in all areas of the salon. These cards also contain the 

referral program incentive. They are to be expired and voided for the services the client has already 

received. (See sample page booklet) 

My Own Networking (attract new clients) 

Each technician’s business card has a $10 value and can be given to new clients or left at 

businesses they visit. Business cards may be used in the salon to up sell to an existing client or 

entice new services. These cards must be voided, validated and expired. These are discounts 

exclusive to each technician and cannot be used in conjunction with other salon promotions. (see 

sample page booklet) 

Valued Client Marketing (existing retention and up sell) 

This is how we market to our existing clientele. By means of e-mails, e-zines and mail outs, added 

value is passed on to existing clients in the form of retail products. 

Pre Booking Appointments (retention) 


All clients are encouraged to pre-book their next appointment prior to leaving the salon. Pre booked 

clients receive confirmation calls one week prior to their appointment. 

Follow Up Marketing (retention) 

New clients are given a call back 1 week after their visit. 

Point of difference 

7


Salon Marketing Strategies continued… 

Welcome Package (front desk system) 

Point of difference 

Welcome letters (see sample page booklet) are given to the new salon clients along with an 

information brochure; cross promote coupons, home care tips and a product sample relating to 

their service. Repeat clients are given service related packages at every visit with samples; home 

care tips and cross promote coupons. 

Monthly Specials, Coupons, Flyers and Portable Sign (attract new clients) 

These are limited offers of one per client per visit. Expiry date is non negotiable. They are not 

service or product transferable. No other incentives can be used in conjunction with these offers. 

These are the salon’s marketing tools to attract new clients and models to all technicians for 

collection preparation or skill certification. These services are discounted for the intent of purpose. 

Inform models that the service guarantee is non applicable in this one time offer and services 

rendered are determined by specific training requirements. 

Neighborhood Welcome (attract new clients) 

The salon welcomes new clients to the area with a welcome package introducing them to the salon 

and a coupon valued at $30. This coupon is to be used in one visit even if the service rendered is of 

a lesser value. (See sample page booklet) 

Gift Certificates and Gift Solutions 

Gift solutions are certificates purchased in the form of a service Gift certificates are sold by a 

dollar amount or by gift solution services. Both certificates do not expire and are transferable and 

applicable to service or product. 

Scripts and Policies 

(retention, referral, conversion, retail) 

The scripts in this manual assist in the conversations used for client building, retention, retail and 

referrals. Policies indicate the level of salon performance and service standard. 

The Standard of Service (retention, referral, retail) 

Salon Operating System is the originator of this process and it is the hallmark of the client’s visit. 

The S.O.S. is a 12-step system used to ensure client retention, referrals and retail. 

Salon Collections (salon branding) 

Collections are in-salon designs created to enter competitions and to market on the website, 

postcards and brochures. It is the branding of the salon. 

8


Salon Pricing 

Goal: Clarify how the salon prices its services to the employee. 



Staff Discounts 

Staff discounts are applicable only during unscheduled work hours. Services are discounted by 40% 

and product by 20%. 

Family and Friends 

These discounts are at the discretion of the technician with the only restriction being that the salon 

is always to make its 55% commission and with Saturday and evenings being non applicable to 

discounted services. 

Running Late 

The salon’s client policy is a 10% discount to clients waiting more than 20 minutes. If clients are 

more than 20 minutes late, their appointment is rescheduled. 

Staff Purchases of Gift Solutions 

Gift solutions are certificates purchased in the form of a service. Staff members receive a 20% 

discount on the purchases of gift solutions with services they do not render and a 45% discount on 

services they render. 

9


Salon Functions 

Goal: To create a reference guide for new hires. 

The following are examples which will need to be modified for your salon’s requirements. See the 

sample page booklet for your working template. 

Telephone Features 

The answering machine will automatically pick up every call after 3 rings. 

Hold: To place a client on hold, press hold button, receiver may be hung up. 

Retrieving messages: Pick up receiver and dial ***-**** 

° Upon hearing our message, press * 

° Enter security code # **** 

° Follow the stated instructions 

Opening and Closing 

Opening: Enter security code 

Closing: 

° Check washrooms for towels, toilet 

tissue and tidiness 

° Blow out candles 

° Brew coffee ° Turn off coffee machine 

° Get fragrances prepared ° Turn door sign 

° Check phone messages ° Shut down computer 

° Turn on lights and stereo ° Put cash away 

° Start laundry ° Line up styling chairs, dryer chairs and 

hoods 

° Tidy reception area ° Lock door 

° Turn door sign ° Set security code 

10


Salon Functions continued… 

How to make coffee: The machine is turned on by the switch at the back, and is ready to brew 

coffee when green light comes on. Brew the tea first and then the coffee. The instructions to 

make both are on the plastic jug under the counter of the coffee bar. Soak the container that 

holds the coffee filter with hot soapy water and bleach. 

How to turn on the stereo: Turn on power buttons; press “random”, “repeat” and the CD button 

on tuner. 

How to turn on computer: Turn on the big red button under the counter by the motherboard below 

the keyboard. 

How to set the security code: Stand at the panel and watch keypad until only the green light is 

on, key in code and leave. To deactivate upon arrival, key in your code, if you happen to make 

an error, wait 8 seconds and re-key your code. 

Sanitation Practices 

Impeccable cleaning is standard. Failure to follow through will result in termination. 

There are 6 stages of cleaning in the salon. Templates of the following graphs can be found in the 

Tracking Guide. 

° Visit cleaning 

° Daily technical area cleaning 

° Daily salon cleaning 

° Weekly salon cleaning 

° Weekly technical cleaning 

° White glove cleaning (monthly cleaning as instructed by the team leader) 

Salon cleaning is listed on a dry erase board in the staff room. Weekly salon cleaning is to be done 

on Saturdays or Tuesdays. Cleaning monitored by team leader. 

11


Employee Relations 

Goal: 

To create a reference guide for new hires. 

The following are examples which will need to be modified for your salon’s requirements. See the 

sample page booklet for your working template. 

Parking 

Staff parking is located on the NW corner of the parking lot beside the garbage dumpster. 

Tips 

Front desk staffs are instructed to put tips into envelopes with the staff members’ names on them 

and are located at the reception desk. 

Staff Purchases 

Team members are required to use the products retailed by the salon. Purchases are done by 

ordering in advance rather than removing stock from shelves. Products are paid for the day they 

are taken. GST applies to product purchases. 

Staff Meetings 

Staff meetings are held weekly, all staff are expected to attend. 

Technical Tools 

Technicians are required to provide the tools necessary for their trade. Respect for one another and 

each other’s tools is apparent when permission is asked for before using them. 

Personal Calls, Cell Phones 

The reception phone is for business use only. Callers asking for staff by name will be asked if this is 

for an appointment. If so, proceed to help the client. Personal callers will be informed that all calls 

are returned at the end or beginning of next shift. Messages are placed in the pigeon holder. 

Inform friends and family of company policy. Cell phones to be turned off during shifts. 

12


Employee Relations Continued… 

Work Areas 

Work areas to be kept free of clutter and personal memorabilia. 

Paychecks 

Payday is the 30 th of every month with an advance on the 15 th . Paychecks are found in manager’s 

office in envelopes with the staff members names on them. 

Shifts 

Employees are required to arrive prior to shift for setup and stay after shift for cleanup without pay. 

Shifts are negotiated in salaries and probation contracts. These are paid hours so shifts are done in 

full with no overtime. Shifts are not to be adjusted without management approval in writing. Late 

arrivals will be deducted pay; 5 or more lates will result in probation. 

Down time 

When not servicing clients employees are expected to complete all technician and salon cleaning 

weekly and monthly duties. If complete, assist team members. Inquire with the front desk staff and 

managers if they require assistance. 

Uniforms 

Company uniforms are to be worn at all times. The company provides 2 tops per year. Black 

bottoms to be worn by all staff. Estheticians are to wear lab tops. 

13


Policies 

The policies and scripts are the extended version of the S.O.S. They are not intended to be 

modified. If you do modify, you must make the necessary changes to the policy and procedure 

manual and the answer guide in the workbook to complete the certification process. 

To effectively incorporate the steps in the Standard of Service have technicians and front desk staff 

make reference to them during the clients visit. Place your Standard of Service (page 4) within 

client’s view at all service centers. 

Dress Policy 

Goal: Make the right first impression and attract the client we are choosing to be in business with. 

# Midriffs, underarms, cleavage and backs to be covered at all times. 

# No jean apparel… No corduroy pants… No sleeveless or backless shirts. 

# No running shoes or thong sandals. 

# Footwear is to be clean and polished. 

# Keep clothing clean and pressed. 

# Nails and toenails to be manicured and polished. 

# Hair to be styled at all times. 

# Full makeup to be worn. 

Teamwork Policy 

Goal: Create a salon atmosphere of trust and respect to sustain a long-term team. 

Teamwork is about speaking about each other both technically and personally with respect. Should 

clients have a grievance with another team member it is imperative to remain united in our talents 

and regard for each other. 

The following is an example of a script employees can use should a client be speaking ill of a team 

member about the service they received or the employees personal character. 

Example: 

$ Our team focuses on the client receiving a positive salon experience. I am pleased to have 

that opportunity today. 

$ Our Skill Certification Process requires that we serve clients at the highest level but we do 

differ in creativity. I am pleased to be of service today. 

14


Teamwork Policy continued… 

Triangling 

Goal: build trust, respect and security within the team. 

Definition: The technique given to team members to avoid unfair gossip. 

Technique: Implemented by speaking directly to the person you have issues with rather than 

another team member. 

Application: Keep conversations with co-workers amongst the people in the room. 

Conflict Resolution with a Team Member 

Being a team member is respecting coworkers with mature communication, support and assistance. 

Majority of conflict is the result of a lack of communication. Conflicts left unresolved can cause 

tension for all the team ultimately having a direct effect on the clients. Should conflict arise, preserve 

respect of both parties involved with the following scripts. If a resolution is not reached, schedule a 

meeting with the manager) 

Example of Conflict Resolution with a Team Member: 

$ Describe specifically what you have observed (The action not the person). 

$ Describe the reason why a resolution is needed using “I” messages. 

$ State the impact of the behavior or action (Describe how this makes you feel). 

$ Ask the other person to respond (Be willing to listen with no interruption). 

$ After clarification on the problem, move to the solution. 

15


Attitude Policy 

Goal: The desired result is to develop the skill, incorporate professional behaviors and develop a 

healthy personality. 

Remember it’s not always what you say but how you say it.15% of clientele is built on technical skill; 

85% on personality. 

Facial Expression Body Language Voice and Verbalization 

Don’t: 

Look tired or bored 

Don’t: 

Cross arms when speaking to 

clients 

Don’t 

Complain about the salon or 

coworkers 

Look angry or annoyed Slouch or drag feet Sigh, moan and groan 

Roll your eyes 

Place hands on hips in 

confrontation 

Sit on reception desk 

Chew gum 

Use slang such as yup, uh huh, 

what 

Do: Do: Do: 

Look cheerful and 

approachable 

Walk with energy and 

enthusiasm 

Speak clearly and directly 

With an “inside voice” 

Make eye contact when speaking 

with clients 

Smile and say hello to all 

salon clients 

Use good manners. Please, thank 

you and you’re welcome 

16


Policies, Technicians 

Greeting Policy 


Goal: Acknowledge clients and make them feel welcome while introducing oneself and establishing 

the first touch with confidence 

% Greet all clients walking in within the first 10 seconds of entry. 

% If the front is unattended and you are servicing a client, simply excuse yourself from the 

client you are with to say welcome to the walk- in and let them know that someone will be 

right with them. Then find someone to attend the reception. 

% Offer all salon clients a beverage, magazine or assistance if front is unattended. 

% Technicians greet the client by making eye contact, offering a smile, handshake and stating 

the service you intend to perform for the client. 

The following is an example of the welcome greeting application. 

Action: 

≈“Hello, I’m (name) your (job title), I will be doing your (service) today. Come this way” insert 

HANDSHAKE!! ≈ 

Front Desk Policy 

Goal: The front desk is the sales center of the salon and efficient client relations is the goal. 

! The front desk is for the client and receptionist. 

! Do not gather out front or sit on reception desk. 

! Conversations at the front are to be work related. 

! Position oneself facing the door to greet clients with a smile. 

! Our priority is the client currently in the salon. When you are at the front desk with a client 

and the phone should ring, do not answer it. Let the answering service get it until you are 

finished with the paying client. 

17


Service Policy 

Steps 2,8, 9 and 11 in the Standard of Service 

Goal: To incorporate the standard of service with clear, concise communication. 

Do not under estimate the power of engaging your clients in your observations; it may be the first 

time they are receiving a formal analysis. This tool makes a powerful statement as to the credibility 

you hold as the service provider. This step also dictates effective communication and secures client 

satisfaction while decreasing error. Most displeased services can be linked back to improper 

communication in the consultation. Your job as the professional is to provide the client with their 

expectations as well as your professional opinion. Make the plan, communicate the plan and 

engage the client’s agreement. 

Tip: When performing the consultation, make reference to the client’s positive attributes and make 

recommendations to maximize them. 

Action: 

The active listening method is used for effective communication with the new client. 

≈ Clarify the appointment by saying “Today you are scheduled in for (service)”. 

≈ Begin the consultation with asking for their concerns or ideas. 

≈ Repeat back their concerns with “What I’m hearing is….…let me tell you what I see”. 

≈ Implement the following consultation characteristics. 

Consult Analysis 

The following are examples of characteristics to perform consultations. 

Female (hair) Texture Face shape Body proportioning 

Esthetics Face mapping Service benefits Skin pigmentation 

Male (hair) Face shape Neck width Body proportioning 

Massage Level of pain When the pain began Stretches 

% Educate clients receiving new or corrective services by outlining all the post service 

conditions, home and salon maintenances required, prior to the service. 

% Communicate the plan in full detail and engage the client in agreement. Inform them of the 

service steps and any machinery being used to comfort the new client. 

% At this point, offer the client the option to change if applicable. Lead them into the change 

room, give them the gown, and show them how it fastens, where to hang their clothes and 

where to meet you when ready. 

18


Service Script for Repeat Clients 

These clients are the foundation of the business, and must be treated with the same attentiveness 

each and every visit. 

≈ Last time I saw you we (service). How did that work? 

≈ 

≈ 

≈ 

≈ 

Did you have any problems or challenges? 

Do a consult analysis based on trends or your observations. 

Make the plan, communicate the plan and engage the client’s agreement. 

At this point, offer the client the option to change if applicable. Lead them into the change 

room, give them the gown, and show them how it fastens, where to hang their clothes and 

where to meet you when ready. 

Cross Promote, Add on Service: 

% Every issue can be solved either with a product or service. 

% Make a plan for their next visit to address issues and industry trend. 

% Address areas of concern by consulting the appropriate technician or product. 

% Talk about the salon specials. 

Closing the Visit Script: 

≈ 

The salon’s service commitment is focused client care, lets reserve the time most preferable 

to you for your next visit. 

19


Telephone Policy 

Appointment Scheduling 


Goal: Represent the salon with efficiency in a polite and appropriate manner. 

The following is applicable with the absence of a front desk person. 

! Smile, this changes the way the words are spoken and the {in salon clients} see your 

telephone rapport. 

! All appointments to be scheduled with the urgency of today to keep book clear for future 

appointments. 

! Telephone etiquette: Use proper English. Use "Yes" vs. "O.K., Yup or uh huh." Use proper 

manners such as please, thank you and you’re welcome. “Just a moment please versus 

hang on” 

The following steps are used when scheduling appointments, with proper communication avoiding 

errors. 

≈ 

≈ 

≈ 

≈ 

≈ 

≈ 

≈ 

≈ 

Greet clients by saying; thank you for calling (salon name) this is (your name), how may I 

help you?" and incorporate the following steps 

Ask which stylist provides their service/they would prefer 

Clarify the service requested (ask for specifics, color may mean foils or root touch ups) 

Inquire if they need any other services than the one scheduled 

Ask for day and evening phone number 

Repeat back to client the day, date, time, technician, and service 

At this point incorporate the monthly sales script. Forward the monthly sales information via 

email if applicable 

End every call with “We look forward to seeing you then" 

20


Telephone Policy continued… 

The following is applicable with the absence of a front desk person. 

Inquiry 

Busy technician 

Solution 

! Clients who cannot be scheduled at the time or with the 

technician they request should be offered another time, stylist 

or day immediately. 

Rescheduling ! 

appointments 

When the technician is away from the salon or sick, reschedule 

clients by saying; (technician) is unavailable today can I offer 

you another technician or shall we reschedule your 

appointment for another day? 

Running late ! If clients are more than 20 minutes late, their appointment is 

rescheduled by saying; due to our policy of performing each 

service to its full extent, you have the option of rescheduling 

your appointment with (technician’s name) or I can offer you the 

next available technician. 

High booking ! 

times 

For clients needing Saturday or evenings, schedule them by 

saying; evenings and Saturdays are highly requested times, let 

us reserve your preferred time. 

Return calls ! Greet clients with an introduction to you and the salon before 

saying; thank you for calling (salon name) and thank you for 

leaving a message, how may I help you? 

Price checks 

! Describe the highlights of each service prior to pricing by 

saying; our haircuts include a face shaping, 60 second scalp 

massage, and product education. When can I schedule your 

appointment for you? 

Tiered price ! 

levels 

Should your salon have a tiered price system let clients know 

that pricing reflects your company policy by saying; Technician 

prices vary according to the level of certification and time 

employed with the company. 

Model Inquiries 

! Inform clients of the intent of purpose when models are 

advertised for by saying; discounted services are for collection 

preparation (or skill certification). These are one time offers 

which are void of our service guarantee and applicable to the 

techniques required for training. 

21


Selling Policy 

Steps 4, 5 & 6 in the standard of service 

Goal: Empower clients to make well-educated buying decisions. 

Use the Client Education Process. Every challenge a client has can be solved with either a product 

or a service. 

• Describe what it is. 

• Describe what it does and what it will do for them. 

• Describe how it’s used. 

• Describe when it’s used. 

• Describe the benefits and results as you are finishing the service. 

• (Stylists) have the clients apply the product to their hair to observe and correct the 

application. 

• Place the product in the clients view. 

22


Client Complaint and Refund Policy 

Goal: Rectify the situation with correcting the service or product. Complaints are to be handled 

within 24 hours. 

Product Return policy: 

Listed below are examples of salon returns and service guarantees. 

The salon will exchange products if less than ¼ used and returned within 2 weeks of purchase. 

Products must be exchanged for another product or in store credit. 

Service Guarantee: 

Complaints must be made within 2 weeks of the service for corrections to apply 

Technician Complaint Script 

The goal is to honor the integrity and respect of both the client and the technician by focusing on the 

solution. Do not place blame, but take responsibility if applicable. Keep the language neutral using 

words like situation instead of problem, regret instead of sorry, miscommunication instead of, you 

said. 

% Address client concerns with getting specific on what is working and what is not working. 

Begin the conversation with the following: 

≈ 

Help me to understand how I can assist you, tell me what you like about this, what you 

don’t like about it and what you would like to see. 

% Validate with repeating back to the client your understanding of the service request. 

% Confirm the solution and complete the service. If a solution is agreed upon, continue with no 

charge to the client. If at this point there is no agreement, pass this on to management by 

saying, 

≈ 

I’m only authorized to offer a service solution, so at this time I will pass this on to the 

salon coordinator. You will be contacted within 48 hours. 

% Inform the salon coordinator or manager immediately; we must keep our word! 

Salon Complaint Policy 

Goal: Ensure the proper attention to all employee concerns. 

Any complaints or ideas you have should be put in writing and presented to your team leader. 

Follow the conflict resolution process for complaints and schedule a meeting. 

23


Policies Leaders 

Telephone 

The following scripts are used when a contact is required for the following: 

Script for Non Return Clients 

$ Ask for a moment of their time and begin by saying, we are surveying clients to gain 

valuable insight into our service standards and would greatly appreciate your input as we 

noticed that you have not returned to the salon, could we ask you a few questions? 

$ Would you have recommended Changes to your friends? If no, ask why not. 

$ Did the salon meet your expectations? If not, ask why not. 

$ Can I ask the reason for not returning? 

$ What suggestions would you make that would have guaranteed your return? 

Script for Client performance appraisal recruiting 

$ Ask for a moment of their time and begin by saying, we are surveying clients for the 

intent of conducting performance appraisals and would greatly appreciate your input. 

$ What we are asking is that you fill out a survey following your upcoming service. In 

gratitude we will send you a gift certificate for a complimentary facial. 

$ Remind them that this is to remain anonymous. 

$ Thank them for their time. 

24



Policies Front Desk 

Goal: Acknowledge clients and make them feel welcome while introducing oneself and establishing 

the first touch with confidence 

Opening the Visit: 

! Greet all clients walking in within the first 10 seconds of entry. 

! If you are with a client, simply excuse yourself from the client you are with to say welcome to 

the walk- in and let them know that you will be right with them. 

! Offer all salon clients a beverage, magazine or assistance if front is unattended. 

The following is an example of the welcome greeting application. 

Action: 

≈Stand and greet incoming clients with “Welcome to (salon name), How may I help you?” ≈ 

Closing the Visit: 

Goal: Close the salon visit with efficiency and accuracy. Have their information ready when they 

come to the front and follow the steps listed below. 

% Confirm their address and telephone numbers and email address by asking if they have 

been receiving the salon incentives via email and mail. 

% Repeat back to them the services they are being charged for and the product they are 

purchasing. Complete the sale. 

% Give them their checkout envelope. 

% Ask if they are interested in hearing about the monthly specials. Some clients may be in a 

hurry and want a speedy check out. Be sure to let them know they can find the information at 

a more convenient time on your website etc. 

% Have client complete a comment card if applicable. Choose clients who have not 

participated in the past. This will keep the perspective fresh and makes clients aware that 

the salon monitors employee performance. 

% Record their information on the new client tracking system if applicable (See template in the 

Tracking System). 

25



Goal: The front desk is the sales center of the salon and efficient client relations is the goal. 

! The front desk is for the client and receptionist. 

! Do not gather out front or sit on reception desk. 

! Conversations at the front are to be work related. 

! Our priority is the client currently in the salon. When you are at the front desk with a client 

and the phone should ring, do not answer it. Let the answering service get it until you are 

finished with the paying client. 

! Position oneself facing the door to greet clients with a smile. 

26



Goal: Represent the salon with a polite and appropriate manner and to sell the hours for sale with 

efficiency, increasing salon productivity while creating availability for future callers. 

Call 

Script 

New client ! 

call back 

Begin your call with; hello (client) this is (your name) calling 

from (salon name) with a courtesy follow up call from your salon 

visit on (date). I have a couple of questions; can I have a 

moment of your time? If they don’t, thank them for their time. If 

they do, follow with these questions: 

& Do you have any questions or concerns with the service 

you received? 

& Would you like to add anything as to how we could improve 

on customer service? 

Thank them for their time. Document this on the new client 

tracking system. 

Concerns with ! 

new clients 

If they have any concerns, ask them if they would like you to 

pass it on to their technician. If there is a complaint, follow the 

client complaint and refund policy on page 29. 

Referrals 

! Prepare thank you notes and send to clients according to the 

salon’s referral system. 

Confirmation ! 

calls 

This is an example of a confirmation call; hello (client), this is 

(your name) from (salon name) I'm calling to confirm your 

appointment with (technician), for (day), (date), (time), and 

(service). End call with saying; thank you and we look forward 

to seeing you then. 

Service ! 

complaints 

Thank the client for bringing this issue to your attention and 

schedule a consultation with the technician who performed the 

service. If this is not an option follow the company policy for 

refunds or store credit. 

27


Telephone Policy continued… 

Inquiry 

Busy technician 

Solution 

! Clients who cannot be scheduled at the time or with the 

technician they request should be offered another time, stylist 

or day immediately. 

Rescheduling ! 

appointments 

When the technician is away from the salon or sick, reschedule 

clients by saying; (technician) is unavailable today can I offer 

you another technician or shall we reschedule your 

appointment for another day? 

Running late ! If clients are more than 20 minutes late, their appointment is 

rescheduled by saying; due to our policy of performing each 

service to its full extent, you have the option of rescheduling 

your appointment with (technician’s name) or I can offer you the 

next available technician. 

High booking ! 

times 

For clients needing Saturday or evenings, schedule them by 

saying; evenings and Saturdays are highly requested times, let 

us reserve your preferred time. 

Return calls ! Greet clients with an introduction to you and the salon before 

saying; thank you for calling (salon name) and thank you for 

leaving a message, how may I help you? 

Price checks 

! Describe the highlights of each service prior to pricing by 

saying; our haircuts include a face shaping, 60 second scalp 

massage, and product education. When can I schedule your 

appointment for you? 

Tiered price ! 

levels 

Should your salon have a tiered price system let clients know 

that pricing reflects your company policy by saying; Technician 

prices vary according to the level of certification and time 

employed with the company. 

Model Inquiries 

! Inform clients of the intent of purpose when models are 

advertised for by saying Discounted services are for collection 

preparation (or skill certification). These are one time offers 

which are void of our service guarantee and applicable to the 

techniques required for training. 

28



Goal: Create opportunities to increase salon sales. 

Sales Strategies Telephone: 

There are two types of strategies used in this position. The first one happens when the client 

contacts the salon by phone or email and the second happens in the salon. Listed below are 

strategies to increase salon sales, productivity and time. 

Telephone Strategies: 

• Ask all callers if they are requiring any other service than the one they have 

scheduled. It is a good idea to mention a new service to compliment the one 

scheduled or one appropriate for the season. 

• Book appointments with the urgency of the day keeping the rest of the week open to new 

callers. 

• Inform the incoming calls that day of any specials created to fill up appointment book. 

• Advertise special offers by means of the telephone answering service and signage 

strategies in order to fill up your appointment book. (A step in the Standard of Service) 

Sales Strategies Front Desk: 

• Inform clients of the contents of their welcome packages as well as the check out 

packages. This may be the first time they are hearing of the salons incentives. 

• Make clients aware at check out of the salon’s monthly specials. 

• Create monthly specials for services and products according to the salon budget. These 

are specials specifically for those clients visiting the salon and should be advertised 

accordingly. 

• Encourage clients to schedule their next appointment prior to leaving the salon. This 

enables the prediction of future revenue as well as plan the appointment scheduler. 

• Learn to see the appointment book as an opportunity for sales. Review the schedule daily 

to see where there are hours for sale and create add on incentives for scheduled clients or 

specials to bring in new clients. These again are specifically for the salon client base. 

• Contact clients by email or telephone to inform them of the specials reminding them that 

these are exclusive to the salons client base not the general public. 

29


Client Complaint and Refund Policy 

Goal: Inform the front desk staff of what the company policies are, what they are qualified to handle 

and when to involve management. Listed below are examples of a salon product return and service 

guarantee. 

Example of Product Return Policy: 

$ The salon will exchange products if less than ¼ used and returned within 2 weeks of 

purchase. 

$ Products must be exchanged for another product or in store credit. 

Example of Service Guarantee: 

$ Complaints must be made within 2 weeks of the service for corrections to apply. 

$ In the first step technicians correct the service. 

$ If correction is not the solution, the salon coordinator will offer a complimentary service 

valued at 30% of the initial service cost. 

$ The final step the salon coordinator may choose is a service refund if circumstances 

dictate this as a positive solution for both parties. 

$ Refunds are given in the same form as payment. 

Example of Service Complaint Procedure: 

When the solution is to have the technician correct the service, the goal is to honor the integrity and 

respect of both the client and the technician by focusing on the solution. Do not place blame. Keep 

the language neutral using words like situation instead of problem, regret instead of sorry, 

miscommunication instead of, you said. The following is an example of the procedure for addressing 

client service corrections. 

Address client concerns with getting specific on what is working and what is not working. Begin the 

conversation with the following; 

$ Help me to understand how I can assist you; tell me what you like about this, what you 

don’t like about it and what you would like to see. 

$ Validate with repeating back to the client your understanding of the service request. 

$ Confirm the solution and schedule the service with no charge to the client. 

$ If at this point there is no agreement, the next step is to offer a complimentary service. If 

this is not an option the final step is to give the client a full refund. 

30


Qualification Process 

Note: The following is based on salary or hourly employees. The qualification process may also be 

used for commission paid employees. This is the process used to set parameters needed to secure 

employment and employment advancement opportunities. 

Goal: Define the qualities of peak performers and encourage superior service. (See SOS workbook 

for percentile calculations.) 

Skill Certification Education 

Skill certification education begins immediately upon employment. This education involves 

technical skills, product knowledge and the incorporation of the S.O.S. This prepares technicians 

for the qualification process. 

Qualification Process 

This is the process that qualifies technicians for the team incentive program. Apprentices and new 

hires are to reach a “B” status within the first year of employment and level “A” status six months 

thereafter. Technicians whose starting pay recognizes previous years of experience are required to 

reach level “B” after six months of employment and level “A” six months thereafter. The goal of 

employees is to achieve an “A” status. Status is to be reached for three consecutive months in order 

to advance. 

Qualification Process for Probation Employees 

Must have completed the written certification with a score of 90% 

Must have completed skill certification with their own models and a score of 100% 

Must be getting referrals from salon clientele 

Must be converting clients into new services 

Must be pre scheduling clients 

Must be gaining productivity by 10% a month 

Must be retaining 40% of new clients monthly 

Must be retailing to a minimum of 10% of clients 

31


Qualification Process continued… 

Employee status “C” 

Standard of Service to be at 85%. 

New client retention is at 50%. 

Existing client retention is at 70%. 

To be recruiting 6 new clients by “My Own Networking” and referrals monthly. 

Making $30/ hr in salon. 

Minimum of 20% of clients buying retail consistently. 

Employee status “B” 

Standard of Service to be at 100%. 



To be recruiting 3 new clients by “My Own Networking” and referrals monthly. 

Making $50/hr in salon. 


Employee status “A” 

Standard of Service is at 100%. 



Making $60/hr in salon. 


Calculations for the above can be found in the workbook. Templates for monitoring can be found in 

the Performance Measurement Manual 

. 

32


Team Incentive Program 

The following are examples which can be modified for your salon’s requirements. See the sample 

page booklet for your working template. 

Incentives are in place to honor and reward team members for milestone accomplishments while 

inspiring and promoting in career growth and development. The education monies can be used at 

any point during the employment; the yearly retreat money stays in trust to the retreat date. These 

incentives have no cash value and cannot be redeemed should a team member leave the salon. 

CBF: Career Building Fund. This can be used for individual collections or education. 

YRR: Yearly Rejuvenation Retreat. This retreat consists of a hotel for 2 nights, spa services valued 

at $175 and a meal fund of $90. The goal of the retreat is for team relaxation, rejuvenation and 

inspiration. 

Team Incentive Chart 

The following applicable to A status employees 

All goals met within the month 

. 

The following applicable to A and B status employees 

4 or more goals met within the month 

. 

$50 for CBF 

$35 for YRR 

The following applicable to A,B and C status employees 

3 or more goals met within the month 1 item from milestone catalog 

The following applicable to front desk staff and assistant status employees 

All employees reaching 4 or more goals within the month. 

80% of employees reached A status while previous A status sustained within the 

month. 

$25 CBF 

$35YRR 

The following applicable to front desk staff 

1 goal met within the month 1 item from milestone catalog 

The following applicable to front desk staff and assistant status employees: 

Client survey at 100% in the month 

5% of initiated sales for the month. $25CBF 

$35YRR 

33


Team Incentive Program continued… 

Milestone Catalog 

The following are the milestones listed in the team incentive chart from the previous page. 

Movie Ticket Starbucks Certificate Booster Juice Certificate 

Yoga Class Lunch Certificate HMV Certificate 

Chapters Certificate Pier One Certificate Manager’s Grab Bag 

Incentive Disqualifiers: 

• Cleaning not completed 

• Lack of follow through within a time frame of tasks assigned 

• Team conflicts not addressed within month’s time frame 

Team Bonuses 

Team bonuses are applicable when the salon has reached its retail goals. The salon reaches its 

goals when the team as a whole has reached theirs. When this happens, bonus money is available 

as described: 

Bonus money is 20% of the salon’s retail profits (after the cost of purchasing the product). Each 

team member receives the percentage of bonus money that reflects the percentage of retail sales 

incurred by that team member. 

For example: 

$ If the employee sold 20% of the salons total retail sales, they are entitled to 20% of the 

bonus money. 

34


Pay Structure 



Goal: Communicate consistent boundaries and guidelines set forth by labour relation laws. 

This pay structure is based on salary or hourly employees and follows the regulations set by the 

labor standard board in Alberta, Canada. Consult your province or state’s labor board and modify 

this structure to their requirements. This guide may also be used for the commission paid employee. 

The salary is governed by the following guidelines: 

! Starting salary is determined by the number of years in the trade as a qualified technician 

(see chart below). Apprentice positions receive the base salary. 

! Base salary employees receive salary increases based on the probation goals. 

! Starting salaries that are determined by the years of experience are reviewed after the 

probation period. Salary increases are dictated by the probation goal. 

! Commission employees who want to convert to a salary can do so by calculating the 

average of the last six months pay. This figure dictates the starting salary. 

! Pay increases are based on a 45% commission and put into a salary. 

! Salaries are put into a weekly time schedule. 

! Salaries are reviewed every six months with increases as applicable. 

! Commissions must be sustained for four consecutive months for salary increases. 

! Leadership, mentorship and management determine isolated salary increases. 

0-2 years = $9.00/h 

(base salary) 

3-5 years = $10.00/hr 6-8 years = $11.00/hr 

9-11 years = $12.00/hr 12-14 years = $13.00/hr 15-17 years = $14.00/hr 

18+ years = $15.00/hr Mentors & Team Leaders = $2.00/hr Management = $2.00/hr 

35


Pay Structure continued… 

Holidays 

(Applicable after the first year of employment; probation period N/A) 

# Time off is not an option within the probation period. 

# From November 1 st to December 24 th , this is prime salon business time and holidays will not 

be granted in this time frame. 

# Vacation days will be booked on a seniority level in the salon. 

# You are entitled to 2 weeks paid holidays after the first year of employment; 3 weeks for 

years 5 through 9; 6 weeks in year 10 and beyond. 

# After the first year of employment, pay will be issued for the days the salon chooses to close. 

# Holidays are taken in time off versus holiday pay. All above is applicable within each year - 

no banked time. 

# All requested time off to be done in writing and given to management for approval. 

Paid Time and Absences 

# You are entitled to a 30-minute lunch break in an 8-hour shift. 

# Telephone calls to the salon coordinator at 10:00 a.m. are required for all absences. 

# Approved time, sick days and days off within the first year of employment will be deducted 

pay. Pre approved time not to exceed one workweek in year one. 

# You are entitled to 3 sick days per year with pay after the first year of employment and 3 sick 

days within the first year of employment without pay. Sick time over 3 consecutive days will 

require a doctor’s note. 

# 3 paid scheduled workdays bereavement for FAMILY funerals. Optional 3-day bereavement 

without pay for non-family members. 

36


Performance Monitoring 



Goal: Outline how the salon measures employee accountability. 

Probation 

Probation period is three months. At this time employees are offered a permanent employee 

contract if applicable. 

Probation Goals Technicians 

Initially, the first goal is meeting the starting salary in a 45% commission with a retail goal of 20% of 

clients purchasing product. 

Salon Retail and Service Goals Technicians 

These are goals to assist technicians in reaching new levels of pay. Retail goal increases reflect the 

ABC status requirements. Service goal increases are set at 10% increments unless surpassed by 

commission rate increases. Goals are then put into a daily target. 

Success Reports Technicians 

These are monthly reports used to monitor the ABC status and SOS. Salon goals and status 

advancement are recorded and accounted for by this system. Technicians are held responsible for 

follow through with goals and objectives within a determined time frame. 

Probation Goals Front Desk 

These are as outlined when employment commences. 

Salon Retail and Service Goals Front Desk 

These consist of initiating sales each month. Goals are put into a daily target. 

Success Reports Front Desk 

These are monthly reports used to monitor the goals and objectives within a determined time frame. 

37


Performance Monitoring Continued… 

Performance Appraisals 

Performance appraisals are done every 30 days within the probation period and every 6 months 

thereafter to measure the application of the Business Structure Manual. 

Permanent Employee Probation 

Permanent employee probation is for salaried contract employees. Performance improvement must 

be reached within a 30-day time period to graduate out of probation. Failure to meet performance 

improvement standards may result in a permanent employee’s termination if the required 

improvements are not made. 

Probation 

Probation is for employees working within a probation contract. Employees are given a 30-day 

period to correct the issue. 

Listed below are the factors, which constitute employee probations: 

# Failure to comply with company policies 

# Failure to meet service and retail goals 

# 3 absences (not illness) within 30 days 

# 3 late arrivals within 30 days 

# 3 sick days in probation period 

# 3 sick periods (of more than 3 days in length) in 90 days 

# Failure to meet performance appraisal requirements 

# Failure to implement job criteria according to job description 

# Actions or behaviors needing correction 

Maximum Allowance 

Permanent employees are allowed a maximum of 2 probation periods per year; otherwise 

employees risk termination from their position. Probation periods are erased after one year. 

Employee Termination 

Termination follows 2 probations. The first action for a termination will be a written notice. The 

second action will be termination. All terminations meet the criteria of the Alberta Labor Board. 

38


Performance Monitoring Continued… 

Immediate Termination Policies 

Listed below are examples of gross misconduct. These circumstances warrant an immediate 

termination in which the employee will leave without delay. 

# Theft of money, product or service. 

# Emotional or physical abuse in the workplace. 

# Repeated use of abusive language. 

# Being under the use of illegal drugs, alcohol or misused prescription drugs in the workplace. 

# Sexual harassment. 

# Failure to implement sanitary and safety rules. 

# Dishonesty or falsification of documents. 

# Insubordination. 

# Unauthorized expenditures. 

# Wilful destruction of company property. 

_____________________________________________________________________________ 

Statement of Intention 

I state that it is my intention to operate within the guidelines set before me in this manual avoiding 

measurements of correction and probations. 

Employee Signature _____________________________________ 

Employer Signature 

______________________________________ 

(One signed copy for employee and one for employer) 

Date signed: 

______________________________________ 

_____________________________________________________________________________ 

39


Reference Guide 

The E Myth 

Michael Gerber, author 

Skill Certification Guide 

Strategies, business tools 

Leading Edge Training 

Miranda Webb, business coach 

The 5 Keys to Success 

Wayne Grund 

Dealing Effectively with 

Unacceptable Employee Behavior 

Skill Path Seminars, 

key note presentations 

Precision Cutting Course 

Suki’s, academy 

The Power of Intention 

Dr. Wayne Dyer, author 

The Seven Habits of Highly 

Effective People 

Speed Wealth 

The Law of Attraction 

Steven Covey, author 

Harv Eker, author 

Michael J. Loseir 

Thank you for your interest in Salon Operating System. For more business tools, resources and ideas be sure to visit us 

on line at www.sossalonoperatingsystem.com. We can be reached by phone at (780) 437-3441 or by email at 

Cheryl@sossalonoperatingsystem.com 

40

Policy and Procedure Manual 

(Skill Certification Leaders) 



Salon Certification 1-4 

Policies, Technicians 5-13 

Policies, Leaders 14 

Policies, Front Desk 15-22 

Procedures, Esthetics 23-30 

Procedures, Hair 31-36 

______________________________________________________________________________


Salon Certification 

The sample page booklet contains the working templates used to modify for your salon 

certification process. Just a reminder that any changes made to the Business Structure Manual 

will need to be certified accordingly. 

Salon Marketing 

Answer the following questions. 

Describe the referral program. ____________________________________________________ 

Gift Solution certificates are service transferable. □ True □ False 

The value of a Gift Certificate can be used to purchase product. □ True □ False 

What is used as a MY OWN NETWORKING tool off salon premises? _____________________ 

What is the system used to secure client retention, referrals and retail? 

____________________________________________________________________________ 

What is an example of salon brand marketing? 

_____________________________________________________________________________ 

Describe the contents of the new client welcome package. 

_____________________________________________________________________________ 

Certification complete________ 

1



Computer is certified according to the salon software system. 


Telephone features 

Calls can be placed on hold. □ True □ False 

The telephone has an answering service. □ True □ False 


What discount does staff receive on Gift Certificate purchases? 

___________________ 

What does the salon get paid when servicing friends and family? 

_____________________________________________________________________________ 

Shifts 

I am required to arrive early to prepare for my shift □ True □ False 

Describe the duties required when the shift is completed. 

_____________________________________________________________________________ 

What are the expectations for completing the shift for which I am scheduled? 

_____________________________________________________________________________________ 

Certification Complete______ 

2


Sanitation Standards (Job descriptions) 

Sanitation demands a certification all on its own. Salon cleanliness is a standard of service. 


Define the daily cleaning of your specific area. _______________________________________ 

_____________________________________________________________________________ 

List the weekly cleaning specified to your area. _______________________________________ 

_____________________________________________________________________________ 

In your area, how do you clean up to prepare for your next client visit? ____________________ 

_____________________________________________________________________________ 

Where are salon cleaning duties recorded? □ True □ False 

There are weekly Salon duties and daily Salon duties. □ True □ False 


3



Answer the following questions: 

Staff meetings and Education 

What day and time do staff meeting take place?______________________________________ 

Staff purchases 

Describe how staff purchases product.______________________________________________ 

Personal Calls 

Where are employee messages placed?____________________________________________ 

Personal calls can be received at work by a cell phone □ True □ False 


4


Policies, Technicians 

Dress Policy 

Answer true or false. 

Wearing colored denim pants is acceptable attire for work. □ True □ False 

Sleeveless shirts are acceptable work attire. □ True □ False 

How I dress attracts the clientele I choose to be in business with. □ True □ False 

Team leaders evaluated by CEO 

PRACTICAL PRESENTATION week 1: 




_____ 

_____ 

_____ 

_____ 

Certification Complete________ 

5




Write one of the phrases we use in the teamwork script. 

____________________________________________________________________________ 

In the triangling script it says that it’s o.k. to talk about another 

team member if they aren’t in the room. □ True □ False 

If I’m not getting along with someone at work, it doesn’t need to be 

addressed because it doesn’t affect anyone else. □ True □ False 

We use “I” messages when resolving conflict. □ True □ False 

Unresolved conflicts can cause tension work environment. □ True □ False 

Teamwork is about assisting team members. □ True □ False 


PRACTICAL PRESENTATION 1: Resolving conflict script 



____ 

____ 

____ 


6




Describe the body language that would lead a client to believe the technician is tired and not 

interested. ___________________________________________________________________ 

What percent of clientele is built on attitude?_________________________________________ 






____ 

____ 

____ 

____ 

Certification completed______ 

7




How long should a client wait before being greeted? __________________________________ 

Write out the greeting script applicable to you. 

____________________________________________________________________________ 

When you are servicing a client while the front is unattended and someone walks in, what 

greeting do you use? 

____________________________________________________________________________ 

What physical action is in the greeting policy? _______________________________ 


8




We answer all calls; our main priority is to the telephone clients. □ True □ False 

Which staff members should be at the front desk when checking out a client? ______________ 

It is ok to gather out front and visit with co-workers when there are clients in the salon. 

□ True 

□ False 


9




We practice “active listening” in the consultation script. □ True □ False 

During the visit I make reference to our Standard of Service 

while following the steps. □ True □ False 

List the consult analysis of your service. ____________________________________________ 

Why must the repeat client be treated with attentiveness in each visit? 

____________________________________________________________________________ 

What is the goal of the Service Policy? _____________________________________________ 

I ask for problems or challenges with repeat clients. □ True □ False 

List the process of having a client change. __________________________________________ 

PRACTICAL PRESENTATION (perform consultation) 1: 

____ 

Certification completed________ 

10



Answer the following questions: 

When booking appointments list the 5 things you repeat to the client. 

1.____________________________ 

2.____________________________ 

3.____________________________ 

4.____________________________ 

5._____________________________ 

If a technician is not in on the requested day, what do you say? __________________________ 

With what words do you end every appointment scheduling? ____________________________ 

Clients are offered another technician if theirs is busy. □ True □ False 

Write out the proper English to the following phrases. 

Yup;______ Just hang on; ___________________________ Hey, no problem;____________ 


11




Where are these products placed? _______________________________________________ 

List the Client Education Process. 

1._________________________ 

2._________________________ 

3._________________________ 

4._________________________ 

5._________________________ 

6._________________________ 

7._________________________ 

Certification complete______ 

12


Complaint and Refund Policy 


What is the salons service guarantee? 

_____________________________________________________________________________ 

What is the product return policy? 

_____________________________________________________________________________ 

If I think I know the client would like her money back I am qualified to offer this. 

□ True 

□ False 

PRACTICAL PRESENTATION: (role play a client complaint) 

_____ 


13


Policies, Leaders 


In the script for non return clients we ask the reason for not returning. □ True □ False 

In the script for non return clients we ask for suggestions that would □ True □ False 

have guaranteed a return. 

In the script for performance appraisal recruiting we send a Gift □ True □ False 

Certificate to the participant for assisting us. 


14


Dress Policy 

Answer true or false. 

Policies, Front Desk 

Wearing colored denim pants is acceptable attire for work. □ True □ False 

Sleeveless shirts are acceptable work attire. □ True □ False 

How I dress attracts the clientele I choose to be in business with. □ True □ False 






_____ 

_____ 

_____ 

_____ 


15





____________________________________________________________________________ 

In the triangling script it says that it’s o.k. to talk about another 

team member if they aren’t in the room. □ True □ False 

If I’m not getting along with someone at work, it doesn’t need to be 

addressed because it doesn’t affect anyone else. □ True □ False 

We use “I” messages when resolving conflict. □ True □ False 

Unresolved conflicts can cause tension work environment. □ True □ False 

Teamwork is about assisting team members. □ True □ False 





____ 

____ 

____ 


16




Describe the body language that would lead a client to believe the technician is tired and not 

interested. ___________________________________________________________________ 

What percent of clientele is built on attitude?_________________________________________ 






____ 

____ 

____ 

____ 

Certification completed______ 

17




How long should a client wait before being greeted? __________________________________ 


____________________________________________________________________________ 

When you are servicing a client while the front is unattended and someone walks in, what 


____________________________________________________________________________ 


18




We answer all calls; our main priority is to the telephone clients. □ True □ False 

Which staff members should be at the front desk when checking out a client? ______________ 

It is ok to gather out front and visit with co-workers when there are clients in the salon. 

□ True 

□ False 


19




When booking appointments list the 5 things you repeat to the client. 

1.____________________________ 

2.____________________________ 

3.____________________________ 

4.____________________________ 

5.____________________________ 

Write the script used when clients request a high booking time. 

_____________________________________________________________________________ 

If a technician is not in on the requested day, what do you say? __________________________ 

With what words do you end every appointment scheduling? ____________________________ 

Clients are offered another technician if theirs is busy. □ True □ False 

When doing a new client call back we first ask for a moment of 

their time. □ True □ False 

Models are required for technician skill certification. □ True □ False 

Write the script used when clients will be more than 20 minutes late. 

_____________________________________________________________________________ 

Write the script used to describe tiered price levels. 

_____________________________________________________________________________ 


PRACTICAL PRESENTATION: New client call back 

PRACTICAL PRESENTATION: Tiered price level 

____ 

____ 


20




What are the 2 types of sales strategies used? 

1.__________________________________ 

2.__________________________________ 

We schedule clients with the urgency of today. □ True □ False 

How are specials exclusive to the salon client base advertised? 

_____________________________________________________________________________ 

What is the goal of the front desk selling policy? 

_____________________________________________________________________________ 


21




What is the time line in which the service guarantee is honored? _________________ 

What is the solution the salon coordinator offers when a technical correction is not an option? 

_____________________________________________________________________________ 

What is the opening script used in the service complaint policy? 

_____________________________________________________________________________ 

Products can be returned for store credit if ¾ used. □ True □ False 

You are authorized to do monetary refunds. □ True □ False 

When do you offer a complimentary service? ________________________________________ 

What is the final step in the service complaint policy? 

_____________________________________________________________________________ 


22


Procedures, Esthetics 

The sample page booklet contains the working templates used to modify for your salon 

certification process. Just a reminder that any changes made to the Business Structure Manual 

will need to be certified accordingly. 

Pedicures 

Bring client into room, have them sit on the bed and remove their footwear. 

Cleanse your hands in front of client. (Step 7 of the SOS) 

Spray feet with disinfectant, remove polish and perform the consult analysis. (Step 3 of the 

SOS) 

Apply cuticle crème and move them over to the chair to soak. Pedi bath is lined with a plastic 

bag. 

While client is soaking, have them cleanse their hands with the Isagel, give client some One 

Minute Manicure and explain how to use. Have them rinse in a bowl. Proceed with a 90 second 

hand massage (Step 3 of the SOS). 

Remove feet from soaking and wrap them. 

Disinfect tools in front of client (Step 7 of the SOS). 

Do cuticle work and shape toe nails. 

Exfoliate feet and do 2 minute massage. 

Perform mask or paraffin if applicable. 

Clean off nail bed and apply polish. Educate client on the home maintenance tips (Step 8 of the 

SOS.) 

Educate clients on the future service maintenance (Step 8 of the SOS). 

Close the visit (Step 11 of the SOS). 

Give client slippers to wear and bring them to a dryer chair to dry. Bring them a magazine and 

beverage. Let them know where to leave slippers and how long to wait before putting shoes on. 

PRACTICAL TEST 1: 



___ 

___ 

___ 


23


Waxing 

Bring client into the room and have them change if applicable. Explain how robes go on, where 

they can put their clothing, where and how they should be on the bed and that you will return 

shortly. Announce your arrival by knocking. If client is not changing (brow wax) let them choose 

which position to lie on the bed. 

Cleanse hands in front of client. (Step 7 of the SOS) 

Implement the consult analysis. (Step 2 of the SOS) 

Take new wax stick. (Step 7 of the SOS) 

Cleanse skin and use numbing spray if applicable. 

Position client according to their service (See waxing positions on the following page). Protect 

clothing and hair (brow, bikini and underarm wax) with a tissue. Let client know you are 

beginning. Apply wax. Ask if temperature is O.K. 

Use soothing crème and educate clients on the home maintenance tips found on the following 

page (Step 8 of the SOS). 


Let them know you will meet them out front and where to leave the robe. 


PRACTICAL TEST 1: (Brow) 

PRACTICAL TEST 2: (Underarm) 

PRACTICAL TEST 3: (Legs) 

PRACTICAL TEST 4: (Bikini) 

PRACTICAL TEST 5: (Face) 

PRACTICAL TEST 6: (Chest) 

___ 

___ 

___ 

___ 

___ 

___ 


24


Waxing Tips 

Have client pull their skin tight whenever possible. 

Use baby powder after service to absorb moisture. 

Trim hair if more than ½ inch long. 

Use baby oil to remove excess wax or dripped wax. 

Apply soothing crème if bleeding (wear gloves). 

Do not wax over cuts or irritations. 

Do not wax over thin skin or hyper pigmentation. 

Waxing Positions 

For underarms, have client turn head and pull breast out of the way. 

For bikini, have the client bend the knee placing the heel on opposite knee while pulling the 

skin tight towards the knee. 

For leg waxing, have clients flex or turn for comfort. 

At Home Maintenance 

Avoid showering for 12 hours post service. 

Seeing red bumps and rash-like irritation is normal. Treat with appropriate crème. 

Allergic reactions such as red bumps and itchiness to wax can appear. Simply take an 

antihistamine. 

25


Facials 

Have client fill out Dermalogica client profile while seated in the reception area, have them use 

the washroom when they are done and let them know you will be back to get them. 

Lead client to room; show them how to change, where to put their clothes and how to get into 

the bed. 

Let them know that you will close the door when leaving and knock prior to entering. 

Wash your hands and sanitize the tools in front of the client (Step 7 of the SOS). 

Start with the consultation (Step 2 of the SOS) and perform the facial according to the steps 

outlined in the Dermalogica manual. Be sure to explain each step and the results they may 

experience from this service (Step 5 and 6 of the SOS). 

When facial is complete, suggest they get up slowly and on their side. Let them know that when 

they are dressed, they can open the door and proceed to the front where you will meet them. 

At this point give the client some water while going over the home care tips (Step 8 of the SOS). 


Continue with closing the visit (Step 11 of the SOS). 




___ 

___ 

___ 


26


Full Sets 

When client is seated at the table, clean your hands and give them some Isagel to clean their 

hands (Step 7 of the SOS). 

Ask client if they’ve had a full set in this Salon before removing polish if applicable. Explain 

general steps to the service. 

Sanitize Cuticle pusher in front of client; proceed to push back cuticles. Remove rings for 

cleaning (Step 7 of the SOS). 

Sanitize file in front of client; continue to shape nails (Step 7 of the SOS). Perform your consult 

analysis (Step 2 of the SOS). 

Proceed with service steps. Sanitize all files or drill bits. Educate *what the product is and how 

many nails you will do with the product at a time before entering the light *show clients how to 

place hands to cure product efficiently, how far in to place hands *how long each gel cures for 

*what to do if gel gets warm. 

When full set is complete, lead them to the washroom apply the One Minute Manicure, have 

them rub it for one minute, turn on the taps for them and have them rinse. Hand them a towel 

and have them pat dry. 

Apply cuticle oil with Q-tip and massage in fingertips. If polishing, clean off nail bed. Have 

clients pay at this point, get keys out and put on coats. Make next appointment (Step 11 of the 

SOS). 

Educate clients on the future service maintenance. (Step 8 of the SOS) 

Dry rings and give back to client. Apply polish. 

While they are drying, get them a beverage, magazine and let them know how long the drying 

will be. 




___ 

___ 

___ 


27


Fills 



Ask client if they’ve had a fill in this Salon before removing polish if applicable. Explain general 

steps to the fill. Perform your consult analysis (Step 2 of the SOS). 

Sanitize Cuticle pusher and files in front of client; proceed to push back cuticles. Remove rings 

for cleaning (Step 7 of the SOS). 

Shape the nails and proceed with fill steps. Sanitize all files or drill bits. Educate *what the 

product is and how many nails you will do with the product at a time before entering the light 

*show clients how to place hands to cure product efficiently, how far in to place hands *how long 

each gel cures for *what to do if gel gets warm (Step 5 and 6 of the SOS). 

When fill is complete, lead them to the washroom, apply the one minute manicure, have them 

rub it for one minute, turn on the taps for them and have them rinse. Hand them a towel and 

have them pat dry 

Apply cuticle oil with Q-tip and massage in fingertips, if polishing clean off nail bed. Have clients 

pay at this point, get keys out and put on coats. Make next appointment (Step 11 of the SOS.) 



While they are drying, get them a beverage, magazine, let them know how long the drying will 

be. 




___ 

___ 

___ 


28


Manicures 



Ask client if they’ve had a manicure before while removing polish. Explain general steps to the 

manicure (Step 5 and 6 of the SOS.) 

Have client remove rings and place them in cleaner 

Sanitize file in front of client; continue to shape nails. Perform your consult analysis (Step 3 of 

the SOS). 

Apply cuticle softener. While client is soaking in warm water sanitize your cuticle nippers in front 

of client (Step 7 of the SOS). Push back cuticles and nip if necessary. 

At this point lead them to the washroom, apply the One Minute Manicure, have them rub it for 

one minute, turn on the taps for them and have them rinse. Hand them a towel and have them 

pat dry. Paraffin wax treatment may be done at this point if applicable. 

Do hand massage back at table (Step 3 of the SOS). 


Apply cuticle oil with Q-tip and massage in fingertips, if polishing clean off nail bed. Have clients 

pay at this point, get keys out and put on coats. Make next appointment (Step 11 of the SOS). 


While they are drying, get them a beverage, magazine, let them know how long the drying will 

be. 




___ 

___ 

___ 


29


Relaxation Massage 

Have client fill out release form in massage room if available. If not, they can sit in reception 

area. 

Lead client to room; have them sit in the chair. Ask if they’ve had this service before and 

discuss what to expect from a relaxation massage. Such as, *the client should feel pressure but 

not so much that they stop breathing *how breathing is important in massage to help release 

toxins trapped in the body (Step 5 and 6 of the SOS). 

Tell them to undress to their level of comfort (underwear can be left on), where to put their 

clothes, how to lie on the bed and where to have their arms. 

Let them know that you will close the door when leaving and knock prior to entering. 

Before you touch them announce that you are ready to begin. 

When turning clients over let them know you will hold the sheet up for privacy and how they 

should proceed. 

When massage is complete, suggest they get up slowly and on their side. Offer them a moist 

towel to wipe off, show them the combs, brushes and mirror. Let them know that when they are 

dressed, they can open the door and you will come back in with water and some home care tips. 


At this point give client the water while going over the massage care info sheet. Continue with 

closing the visit (Step 11 of the SOS). 




___ 

___ 

___ 

Certification Complete___ 

30


Hair 

Procedures, Hair 

Greet client with a handshake and introduction. Lead client to chair (Step 1 of the SOS). 

Do a consult analysis (Step 2 of the SOS). 

Shampooing: 

Place a towel around their neck. 

Tell the client to lie back as you guide their head into the sink by holding your right hand beneath 

the occipital bone. 

Wet hair with nozzle pointed towards back of the sink; keep fingers under water to monitor 

temperature. 

Ask client if temperature is o.k. 

Shampoo firmly with both hands making contact; repeat if necessary. Explain the reason for 

choice of shampoo and benefits of this shampoo for them (Step 5 and 6 of the SOS). 

Rinse thoroughly. 

Apply conditioner and explain reasoning for conditioner choice and benefits for client (Step 5 

and 6 of the SOS). Perform a 2-handed scalp massage for a minimum of 60 seconds (Step 3 of 

the SOS). Do not speak at this time. 

Rinse. 

Wipe any water from ears and face. Direct clients up as you guide their head up from the sink 

holding your right hand beneath the occipital bone. 

Tell clients where to be seated. 

31


Finishing: 

Make sure that the hair is damp and not wet before applying the product. 

Use the Client Education Process while applying product (Step 5 and 6 of the SOS). 

Educate clients along the way about styling techniques (Step 5 and 6 of the SOS). 


Practical testing for the above can be completed in the color and cut certification 

Colors: 

If extensive color changes or corrections are being performed, detailed consults are crucial so 

that the client receives the expected results. Be disciplined in the following steps. 

Describe the time it will take to perform the service. 

Give clients an approximate price for the service. 

Educate the clients on the condition of the hair after the service and the maintenance to 

restructure the hair (Step 5 and 6 of the SOS). 


Be specific on the tonal value using color descriptions (copper and gold) versus warm. 

Provide pictures so the client can see the overall look rather than a color swatch. 

Be specific on the makeup and brow changes applicable to compliment the look. 

PRACTICAL COLOR 1: 

___ 



___ 

___ 


32


Haircut, Straight Line 

Have client cape behind the chair. 

Have client sit with hands on their lap, butt pushed to the back of the chair and shoulders back. 

Clean comb in front of client (Step 7 of the SOS). 

Client’s head should be tilted forward for beveled, level with floor for flipped. 

For this cut your shoulders and clients shoulders should always be in the same position. Your 

body does not travel with this cut. 

Each section should be in the same line as the fingers. 

Section hair with a middle part to top of skull to behind ears making 2 side sections with back 

being one section. 

Take a section from occipital bone down and cut a straight line. 

Continue to bring down sections till there is no hair left. 

Bring sides combed down to extend the line in the back. 

PRACTICAL CUT 1: 



___ 

___ 

___ 


33


Haircut, Square 

Have client cape behind the chair 



Client’s head should be tilted forward for beveled, level with floor for flipped. 

For this cut your shoulders and client’s shoulders should be in the same position for the back. 

Your body positions itself to the cutting line at the sides. 

Sections and fingers should always be the same line. 



Take a section from occipital bone down and cut a straight line. 

Continue to bring down sections till there is no hair left. 

Move to the sides and section 2 inches of hair down. 

You can use the end of the hairline as a guide or the top of the head for a more graduated look. 

Hold the section and your body in a straight line to the side of the head. 

Continue to section and cut till you run out of hair, repeat on other side. 




___ 

___ 

___ 


34


Haircut, Layered 




Each section should be in the same line as the fingers. 

Section hair from between the fontal bones from the front of head to the back top of head. 

Cut this section in a straight line or round. 

Take the next 2 inches of hair below this section and either bring it to the top to form a straight 

line to create roundness or hold it out at a 90 degree angle to diminish roundness. 

Continue to follow your round or straight line with the rest of the layers paying special attention 

to your body position and fingers aligning with the section. 




___ 

___ 

___ 


35


Haircut, Round 




Clients head should be tilted forward for beveled, level with floor for flipped. 

For this cut your body should travel with each section to ensure your hands and body are in front 

of the section at all times. 



Take a section from occipital bone down, taking 1 inch parts, cut and move to ensure your body 

and fingers are right on the section. 

Continue to bring down all sections till there is no hair left. 




___ 

___ 

___ 


_____________________________________________________________________________ 

36

Performance Measurement Manual 



Job descriptions 1-15 

Salary Contract 16 

Weekly Action Plan 17 

Success Report 18-24 

Performance 

Appraisal 25-30 

Client Comment 

Card 31 

Client Performance 

Appraisal 32 

Hair Targets 33 

Esthetic Targets 34 

Reception Targets 35 

Mystery Shopper 

Letters 36-43


Technician 

Job Descriptions 

Objective: 

To perform technical skills within the skill certification program. 

Goal: 

To be active in building and retaining the salon clientele while being part of a team. 

Personality Traits: 

Confident and creative with strong communication skills. Is a good listener. Must be 

willing to grow and take direction. Must be motivated toward self-improvement. Strong 

work ethics and a passion for the industry. 

Duties 

Technical Work: 

Performing skills congruent with the level of skill certification. Meeting service goals. 

Retail: 

Retailing for the clients needs. Meeting retail goals. Gaining the appropriate knowledge 

in Salon retail lines. 

Presentation: 

Presenting yourself with a clean and tidy image and impeccable personal hygiene. 

Sporting an energetic and enthusiastic attitude with co-workers and salon clients. 

Clients: 

Incorporate the Standard of Service. 

Salon Marketing: 

Incorporating the salon marketing strategies consistently and effectively. 

Team Work: 

Becoming a valuable and respected employee and teammate. Presenting the salon 

image with unity and respect. 

Accountability: 

The role of the technician is to become a peak performing employee of “A” status. 

1


Technician Checklists 

Shift Checklist Arrival Checklist Departure Checklist 

Laundry and coffee cups. 

Weekly technician 

cleaning. 

Weekly salon cleaning if 

Saturday or Tuesday. 

Assist team members. 

Arrive 10-15 minutes prior 

and set up for the day. 

Check your appearance, 

attitude and hygiene. 

Check to see how you will 

fill your appointment book. 

Return messages. 

Daily technician cleaning. 

Daily salon cleaning. 

Client Checklist 

Greeting. 

Consultation analysis applicable to the service for new clients or the repeat clients. 

Lead client to a change room if applicable and instruct client with the procedure and 

where to meet you when they’re ready. 

Service related massage. 

Current product analysis. 

Explanation of service steps and procedures. 

Product recommendation. 

Home maintenance tips 

Industry trend educating. 

Lead the clients to the front while informing of the check out procedure with receptionist. 

2


Salon Assistant 

Objective: 

To graduate the assistant to the role of technician. 

Goal: 

Develop technical skills and personality traits to assist in building a clientele. To gain 

product knowledge to retail for clients needs. To learn salon standards, policies and 

procedures. 


Friendly positive attitude; energetic and ambitious. Takes direction well. Must have a 

passion for the industry. 

Duties 

Assist Stylists/Esthetician: 

Preparation for client visits and performing supervised skills. 

Clients: 

Assist team members with client service. 

Assist Salon Coordinator: 

Assist with the client check in and check out process. 

Salon Maintenance: 

Perform salon daily and weekly cleaning. 


This role is defined by the attainment of an apprentice technician status. 

3


Assistant Checklist 

Hourly Half Hourly Nightly 

Tidy front desk; replenish 

fragrance oils 

Tidy client washroom; wash 

mirror, replenish towels and 

toiletries, empty hamper; 

light candle if needed. 

Wash coffee cups (even 

one) and replenish 

beverages; wipe 

countertops and change 

towel under rack if needed. 

Pull all retails forward. 

Do laundry. 

Check that the floors are 

swept. 

Refill servicing clients 

coffees and teas. 

Shampoo waiting clients. 

Assist the team and the 

manager in the daily and 

weekly salon cleaning 

Tidy staff room table. 

Organize waiting area, 

magazines and furniture. 

Client Checklist 

After the manager has greeted and checked the client in, greet client and assist them in 

hanging up their coat. 

Offer the client the beverage of choice. 

Lead client to change room and instruct on how to wear the gown, where to hang their 

clothes and where to meet their technician. 

After the manager has checked the client out, assist them with their coat. 

4


Research and Development 

Objective: 

To keep the salon current in industry trend. 

Goal: 

To keep the salon updated on changes to current products, education and tools as well 

as the new products being introduced. 


Focused; committed to industry growth. Good communication skills. 

Duties 

Office Projects: 

Schedule (or train if training unavailable) education days for new team members with 

regard to the products the salon retails. Organize education dates for existing team on 

new products and tools with industry trainers or oneself. 

Marketing: 

Meet with salon reps to inquire about NEW product, tools and technical training 

opportunities. 

Staff Meetings: 

Inform the team of product changes, new products on the market, tools and education 

opportunities. Create demonstrations of product and tools. 

Meetings: 

Set aside time to meet with the COO and technical trainers for the education 

opportunities. 


This role is responsible for training and updating the salons team in retail product 

knowledge, industry growth and changes in both the technical and retail areas. 

5


Technical Trainer 

Objective: 

To brand the salon image. 

Goal: 

To produce technicians within the skill certifications technical training and upgrade 

existing technicians skills. 


Patience, focus, eager and passionate; good communication skills. 

Duties 


Compile skill certifications for technical services when applicable. Schedule and prepare 

education day complete with models and implementation of service requirement data. 

Education: 

Educate oneself to improve the quality of service techniques. Educate the salon staff. 

Give input of learned techniques for salon collections. 


This role is responsible for training and updating the salons technical services. 

6


Salon Coordinator 

Objective: 

Build a valuable link between the clients and technicians. 

Goal: 

Create sales and positive client relations. 


Honest, Responsible and trustworthy individual with a friendly cheerful disposition. Good 

people skills and mature communication skills. This individual is to be task orientated, 

organized, neat, tidy and efficient. Must have a clean and professional image. 

Duties 

Front Desk: 

Develop and maintain positive client relations and implement front desk policies and 

procedures. 

Marketing: 

Implement the salon marketing strategies for the front desk and telephone. 

Inventory: 

Order and track inventory. Display and stock retail area. Implement monthly specials 

and promote within the salon. 


Maintain the cleanliness of the client waiting area and front desk. Assist in salon cleanup. 

Meetings: 

Meet with team leader and CEO weekly to report marketing and client concerns. Report 

all data pertaining to technicians in staff meetings. 


This position is held accountable for balanced cash out reports and inventory control 

within a budget. Completed and organized client relation data and technician monitoring 

systems are reported to the CEO at every months end. This position is also accountable 

for providing a fabulous first and last impression of the salon. 

7


Salon Coordinator Checklists 

Hourly Checklist 

Tidy front desk; replenish fragrance oils. 

Organize waiting area, magazines and 

furniture. 

Tidy client washroom, wash mirror, 

replenish towels and toiletries, empty 

hamper; light new candle if needed. 

Wash coffee cups (even one) and 

replenish beverages, wipe countertops and 

change towel under rack if needed. 


Do laundry, prepare gowns. 

Client Check In List 

Stand and greet all clients. 

Call client by name and use their name to 

offer a beverage. 

Use client’s name and let them know 

approximately when the technician will be 

with them. 

Let the technician know their client is here, 

and use client’s name. 

Check off their name in the appointment 

book. 

Client Checkout Checklist 

Ask if their technician made them aware of the salon specials and the S.O.S. 

Confirm their address and telephone numbers and email address. 

Take the sale. 

Give them their checkout envelope. 

Incorporate the monthly sales script. 

Have client complete a comment card. 

Record their name if the S.O.S was done. 

Record them on new client sheet if applicable. 

Nightly Checklist 

Wipe reception desk off and clear away clutter. 

Pull retail forward. 

Straighten magazines and wipe waiting area tables. 

Clean client washroom sink, empty hampers; refill towels and feminine products, toilet 

and facial tissues and soap dispenser if needed. 

8


Daily Checklist 

Call the new clients from one week prior each day. 

Highlight the telephone number of name called on the new client sheet 

Weekly Checklist 

Call all PB’s and appointments over 1 hour. Highlight the PB’s or highlight a circled “C” 

for confirmed calls to all new clients from the previous week. 

Send out thank yous and referrals (even1), highlight the referrers name on the new client 

sheet. 

Inventory: 

Order and track inventory. Keep shelves clean and products displayed aesthetically. 

Implement monthly special strategies and promote within the salon using displays and 

posters. Ordering and receiving process: Compare the back bar and retail inventory 

numbers to the minimum order list on the computer. Use the order form system to 

replenish the required numbers of products to be kept in stock. When the products arrive 

check the accompanying invoice for accuracy to the order form. Check off all products 

on invoice. Update the inventory in the computer. Price and stock the products received. 

Mark off the inventory on the order form and record any back orders to the next order 

sheet. Watch for increase in retail prices and adjust in computer. Lower prices may 

mean a sale from the supplier; confirm this as well. Be sure to notify the suppliers not to 

send the back orders to avoid being over stocked. Watch to keep stock within the salon 

budget. 

Monthly Checklist 

Create a monthly special with product and service based on special priced products. 

Implement the advertising in the salon, on the website and on the phone message. 

9


Receptionist 

Objective: 

To present the salon’s image to the client. 

Goal: 

Create positive client experiences. 


Honest, responsible, trustworthy individual with a friendly cheerful disposition. Good 

people skills and mature communication skills. This individual is to be task orientated, 

organized, neat, tidy and efficient. Must have a clean and professional image. 

Duties 

Front Desk: 

Develop and maintain positive client relations and implement front desk policies and 

procedures. 


Maintain the cleanliness of the client waiting area and front desk. Assist in salon cleanup. 


This position is accountable for providing a fabulous first and last impression of the 

salon. 

10


Checklists 

Hourly Checklist 

Tidy front desk; replenish fragrance oils. 

Tidy client washroom, wash mirror, 

replenishes towels and toiletries, empty 

hamper; light new candle if needed. 

Wash coffee cups (even one) and 

replenish beverages, wipe countertops and 

change towel under rack if needed. 


Do laundry, prepare gowns. 

Organize waiting area, magazines and 

furniture. 

Client Check In List 

Stand and greet all clients. 

Call client by name and use their name to 

offer a beverage. 

Use client’s name and let them know 

approximately when the technician will be 

with them. 

Let the technician know their client is here, 

and use client’s name. 

Check off their name in the appointment 

book. 

Client Checklist Checkout 

Ask if their technician made them aware of the salon specials and the S.O.S. 

Confirm their address and telephone numbers and email address. 

Take the sale. 

Give them their checkout envelope. 

Have client complete a comment card. 

Incorporate the monthly sales script. 

Record their name if the S.O.S was done. 

Record them on new client sheet if applicable. 

Nightly Checklist 

Wipe reception desk off and clear away clutter. 

Pull retail forward. 

Straighten magazines and wipe waiting area tables. 

Clean client washroom sink, empty hampers; refill towels and feminine products, toilet 

and facial tissues and soap dispenser if needed. 

11


Image Director 

Objective: 

To brand the salons image by means of photography. 

Goal: 

To produce fashion photographs within the ideal client profile in the salon, for the salon 

portfolio and salon competitions. 


Organized, fashion conscious, current in industry trends, able to complete tasks, 

focused, must be a level A status. 

Duties 

Advertising: 

Create photographs used marketing projects. 

Marketing: 

Research seasonal trends and create a collection based on these trends and the ideal 

client profile. 

Projects: 

Organize photographers, models, technicians and salon time during and preceding 

photo shoots and viewing sessions. Seek and enter competitions as well as publishing 

opportunities with the artwork. 

Technical: 

Seek out the new techniques from the technical trainers to incorporate to collection. 

Meetings: 

Meet with COO to update and inform. Track progress at staff meetings. 


This position is responsible for producing competition collections for the technicians and 

salon. 

12


Collection Budget 

Item 

$ Amount 

6 poster mounted 600.00 

6 11x14 framed pictures 900.00 

Pictures for competitions 100.00 

5 models colors 100.00 

Food and drinks for staff 100.00 

Food and drinks for models 60.00 

Total 1,860.00 

Checklist 

1. Collect full names addresses and telephone numbers of models and photographers. 

2. Confirm with the COO the finances involved and time line. 

3. Have all involved parties sign contracts and deliver a job description. 

4. Have a schedule and agenda for all shoots and meetings and deliver these to all 

parties involved for clear communication. 

5. Supply beverages and food if necessary on photo shoot days. 

6. Respect photo shoot destinations by cleaning and tidying when project is complete. 

13


Team Leader 

Objective: 

Lead team members within salon systems, policies and procedures. 

Goal: 

Have team members trained within the skill certification program while reaching their 

goals and employee status. 


Focused, patient, confident and even-tempered. Must know company policies and 

procedures and lead in a positive and encouraging manner. Clear effective 

communication skills are required. 

Duties 

Systems and Policies: 

Implement the Business Structure Manual. Certify employees in company policies and 

procedures. Conduct performance measurements. Monitor and assist in any changes 

that need to be made. 


Calculate and implement daily salon goals. Document and prepare success reports for 

technicians. Document and approve holidays, sick days and requested time off as 

according to manual. Complete the qualification, ABC status tracking graph for the COO. 

Manager Meetings: 

Meet with the salon manager and CEO weekly. Report any concerns with employees 

that need addressing. Organize meetings with team members to implement changes. 


This position is responsible for hiring as well as dismissing employees. This position is 

held accountable for the technicians reaching and sustaining their goals and skill 

certifications within a specified time line. The systems and policies are to be trained and 

implemented by this position as well as performance appraisals and correction 

procedures. 

14


Daily Checklist 

Hold 15-minute huddle in the mornings to 

set agendas for the day or prepare daily 

notes for the week to be handed out by the 

salon coordinator. 

Record goal numbers on goal sheet. 

Weekly Checklist 

Record topics for discussion and the 

minutes of meetings as well as staff 

reviews. 

Record cleaning and performance 

measurement data. 

Monthly Checklist 

See the SOS workbook for the calculations required below. 

This is a step by step guide for the process of the employee tracking and monitoring. 

The following is to be completed in the first week of the month. 

1. Complete the success report tracking. 

2. Complete the qualification status in the ABC employee program. 

3. Schedule and conduct meetings to review success reports and qualification status. 

4. If specific steps of the Standard of Service need improvement, use the “targets” to 

monitor. Make an action plan and set a date for improvement. 

5. Enforce probation and any disciplinary measures if applicable. 

6. Hold the monthly staff meeting. Give out rewards at the staff meeting if applicable 

according to the team incentive program. 

7. Conduct performance appraisals every six months. 

This system is to set up next month’s data for employee monitoring and tracking. 

1. In the first week of the month designate two salon clients for each technician from the 

appointment book to complete the client comment cards. Use the script provided in 

the Business Structure Manual for requesting client participation. 

2. Also in the first week seek out a first time client for each technician to be a mystery 

shopper. 

3. In the first week of the month do an observation of one client per technician to see 

the SOS and reception in action. 

4. Interview a minimum of one non returning client from four months prior to obtain 

valuable insight for improvement measures. 

**Client performance appraisals (page 26) are accompanied with a service gift certificate 

(date and expire) and a postage paid envelope addressed to the salon. 

** Mystery shopper letters (page 31-37 are accompanied with a service gift certificate 

(date and expire) and a postage paid envelope addressed to the salon. 

15


Salary Contract 

Name: 

Date: 

Salary of: 

Renewal Date: 

_____________________________________ 

_____________________________________ 

_____________________________________ 

_____________________________________ 

Service Goal to be met for contract renewal: ___________________ 

Retail Goal to be met for contract renewal: ___________________ 

Please check off the following: 

I have received a copy of the Business Structure Manual applicable to my 

position. 

I Have received a complete overview of employment structure with (company 

name) 

I understand and accept employment with this company as presented in the 

Business Structure Manual. 

! 

! 

! 

Employee: ________________________________ 

Employer:_________________________________ 

16


Weekly Action Plan 

Name: _________________________________ 

Week of: _______________________________ 

Goal: __________________________________ 

Action Steps: 

Step1: ________________________________________________________________ 

________________________________________________________________ 

Step 2: _______________________________________________________________ 

_______________________________________________________________ 

Step 3: _______________________________________________________________ 

_______________________________________________________________ 

Step 4: _______________________________________________________________ 

_______________________________________________________________ 

Complete_________ 

17


Probation Success Reports 

Use the following when a technician is in the probation period of employment 

Technician Success Report for: ____________________ 

For the month of: 

____________________ 

Salary Goals: 

Service/day ______ Goal______ 

Retail/day ______ Goal______ 

# of clients seen ______ Goal______ 

Employee Status Report: 

Referrals from salon clients ______ Goal______ 

Client add on sales ______ Goal______ 

Pre booking clients ______ Goal______ 

Increase productivity by 

10% monthly ______ Goal______ 

Minimum of 10% of clients buying retail ______ Goal______ 

Supply certification models ______ Goal______ 

Action Steps: 

1._____________________________________________________________________ 

2._____________________________________________________________________ 

3._____________________________________________________________________ 

4._____________________________________________________________________ 

Time Frame: ___________________ 

Completed: ____________________ 

18


Probation Success Reports 

Use the following when an A status employee is in the probation period of employment 

advancement into the role of image director, technical trainer or research and 

development.. 

Probation Report for: 


____________________ 

____________________ 

Job Description: 

Objective 

Goal 

Duties 

Cleaning 

______ 

______ 

______ 

______ 

Action Steps: 

1._____________________________________________________________________ 

2._____________________________________________________________________ 

3._____________________________________________________________________ 

4._____________________________________________________________________ 

Time Frame: __________________ 

Completed: ____________________ 

19


Success Reports 

Use the following when reviewing the month’s performance. These can be used at staff 

meetings. 

Technician Success Report for: ____________________ 


____________________ 

Salary Goals: 

Service/day ______ Goal______ 

Retail/day ______ Goal______ 

# of clients seen ______ Goal______ 

Employee Status Report: 

Current status ______ Goal______ 

Standard of service ______ Goal 100% 

New client retention ______ Goal______ 

Existing retention ______ Goal______ 

Productivity level ______ Goal______ 

Hourly salon rate ______ Goal______ 

% of clients buying retail ______ Goal______ 

Referrals & MON ______ Goal______ 

Add on sales ______ Goal______ 

Action Steps: 

1._____________________________________________________________________ 

2._____________________________________________________________________ 

3._____________________________________________________________________ 

4._____________________________________________________________________ 

Time Frame: _________________ 

Completed: __________________ 

20



Use the following when reviewing the month’s performance. These can be used at staff 

meetings. 

Assistant Success Report for: ____________________ 


____________________ 

Training Report: 

Visit preparation ______ Goal______ 

Standard of service ______ Goal______ 

Client check in ______ Goal______ 

Client Check out ______ Goal______ 

Technical assisting ______ Goal______ 

Action Steps: 

1._____________________________________________________________________ 

2._____________________________________________________________________ 

3._____________________________________________________________________ 

4._____________________________________________________________________ 

Time Frame: _________________ 

Completed: __________________ 

21



Salon Coordinator Success Report for: ____________________ 


____________________ 

The suggestion to compile client relation data is to perform a visual observation of 3 

clients weekly. 

Client Relation Goals: 

Welcomed greeting ______ Goal______ 

SOS circles ______ Goal______ 

Comment card or target ______ 

Goal______ 

Thank you and mail outs ______ 

Goal______ 

Call backs and PB’s ______ Goal______ 

Client data entries ______ Goal______ 

Marketing Report: 

Cross promote cards ______ Goal______ 

Add on sales script ______ Goal 100% 

Monthly sales script ______ Goal______ 

Administration Report: 

Inventory orders ______ Goal______ 

Inventory budget ______ Goal______ 

Salon retention reports ______ Goal______ 

Action Steps: 

1._____________________________________________________________________ 

2._____________________________________________________________________ 

3._____________________________________________________________________ 

4._____________________________________________________________________ 

Time Frame: _____________ 

Completed: ______________ 

22



Front Desk Success Report for: ____________________ 


____________________ 

The suggestion to compile client relation data is to perform a visual observation of 3 

clients weekly. 

Client Relation Goals: 

Welcomed greeting ______ Goal______ 

SOS circles ______ Goal______ 

Comment card or target ______ 

Goal______ 

Check out package ______ Goal______ 

Client data entries ______ Goal______ 

Front Desk Systems: 

Appointment scheduling ______ 

Goal______ 

Telephone scripts ______ Goal______ 

Action Steps: 

1._____________________________________________________________________ 

2._____________________________________________________________________ 

3._____________________________________________________________________ 

4._____________________________________________________________________ 

Time Frame: _____________ 

Completed: ______________ 

23



Team Leader, Management Success Report for: ____________________ 


____________________ 

Technician Tracking: 

Cleaning sheets ______ Goal______ 

Target sheets ______ Goal______ 

Mystery shopper ______ Goal______ 

Comment cards ______ Goal______ 

Daily reminders ______ Goal______ 

Employee Relations Report: 

Meetings with techs ______ Goal______ 

Action steps completed ______ Goal 100% 

Non return client calls ______ Goal______ 

New hire training ______ Goal______ 

Leadership Report: 

Tracking sheets ______ Goal______ 

Retention & productivity ______ 

Goal______ 

CEO updates ______ Goal______ 

Action Steps: 

1._____________________________________________________________________ 

2._____________________________________________________________________ 

3._____________________________________________________________________ 

4._____________________________________________________________________ 

Time Frame: ____________________ 

Completed: ______________________ 

24


Performance Appraisal (Technicians) 

For: ___________________________Date: ______________Rate: ____ out of 38 

Sales: _____ out of 4 

Retail goals 

Referrals 

Service goals 

Retention 

Standard of Service: _____ out of 10 

Greeting Tool sanitization Industry trend Options 

Analysis Consults Current Product Analysis Informing clients of SOS 

Massage Home maintenance tips Product Recommendation 

Pre booking 

Marketing: _____ out of 4 


Distribution of Business Cards 

Cross Promote with team 

Up Selling to fill Appointment Book 

Attendance: ____ out of 4 

Arrive Prior to Shift 

No Sick Days 

Mentally and Emotionally Present 

No Late Arrivals 

Policies and Procedures: ____ out of 9 

Front Desk Dress Client Complaint 

Clean Work Area Weekly Salon Daily Duties Greeting 

Clean Work Area Daily Salon Weekly Duties Telephone 

Technical Abilities: _____ out of 2 

Advancement of Skill Sets or 

Advancement of Technical Skill 

ABC status 

Corporate Culture: _____ out of 3 

Teamwork Policy Attitude Policy Staff Meeting Attendance 

Growth and Development: _____ out of 2 

Service Commitment,Vision 

Salon Mission 

Employee________________________ 

Employer________________________ 

25


Performance Appraisal (Assistants) 


Standard of Service: _____ out of 2 

Greeting 

Massage 

Attendance: ____ out of 4 

Arrive Prior to Shift 

No Sick Days 

Mentally and Emotionally Present 

No Late Arrivals 

Policies and Procedures: ____ out of 9 

Front Desk Dress Telephone 

Client Check Out Salon Daily Duties Greeting 

Visit Preparation Salon Weekly Duties Client Check In 

Technical Abilities: _____ out of 2 

Assisting skills 

Advancement of Technical Skill 



Growth and Development: _____ out of 2 

Service Commitment, ,Vision 


Employee________________________ 

Employer________________________ 

26


Performance Appraisal (Salon Coordinator) 



Let Clients know how long 

their Technician will be 

Offered Clients a Beverage 

Checked Clients off in 

Appointment Book 

Used Client’s Name 3 times in 

the Check In 


Explain and Distribute 

envelopes to existing Clients 

Ask if their Technician made 

Reference to the SOS 

Record the SOS Clients 

Send Thank You Cards 

Weekly 

Make New Client Call Backs 

Organize Salon Retention and 

Productivity 

Attendance: _____ out of 3 

Let the Technician know of the 

Client’s Arrival 

Update Client Files 

Hand Out New Client 

Packages 

Incorporate Monthly Sales 

Script 

Do the PB’s, Highlight Names 

Send Referral Cards 

No Sick Days No Late Arrivals Mentally and Emotionally Present 

Policies and Procedures: _____ out of 9 

Greeting Weekly Cleaning Implementation of 

Confirmation Script 

Front Desk Client Complaint Client Callback Script 

Telephone Daily Cleaning Implementation of Returning 

Call Script 



27


Growth and Development: _____ out of 2 oral presentations 


Service Commitment and Vision 

Representation: ____ out of 3 

Presenting the Salon 

Professionally with Sales Reps 

Communicating Salon 

Vision and Mission 

Professional Image 

Inventory: ______ out of 8 

Purchasing with a Monthly Budget 

Creating Salon Savings 

Posting Monthly Specials 

Updating Purchases into Computer 

Keeping Display Shelves Stocked 

Monitoring Client Special Orders 

Pricing Products 

Backbar Control 

Employee________________________ 

Employer________________________ 

28


Performance Appraisal (Reception) 



Let Clients know how long 

their Technician will be 

Checked Clients off in 

Appointment Book 

Offered Clients a 

Beverage 

Used Client’s Name 3 

times in the Check In 

Let the Technician know of the 

Client’s Arrival 

Update Client Files 


Explain and Distribute 

Envelopes to Existing Clients 

Record the SOS Clients 

Ask if their Technician 

made Reference to the 

SOS 

Record New Clients on 

Clipboard 

Hand Out New Client Packages 

Incorporate Monthly sales script 

Attendance: 

_____ out of 

No Sick Days No Late Arrivals Mentally and Emotionally 

Present 


Greeting Weekly Cleaning Implementation of Returning 

Call Script 

Front Desk Daily Cleaning Telephone 



Employee:___________________________Employer:___________________________ 

29


Performance Appraisal (Leaders) 


Sales: 

Retail Goals 

_____ out of 2 (Employees to be within 20% of goals) 

Service Goals 

Marketing: 

ABC Qualifications 

_____out of 3 (Employees to be within 20% of goals) 

Cleaning Sheets 

Attendance: _____out of 3 

No Late Arrivals Sick Days Mentally and Emotionally Present 


Monthly Success Report 

Completion 

Implementation of Staff 

Correction 

Completion of Cleaning 

Sheets 

Completion of Comment 

Sheets 

Complete Team Leader 

Tracking Sheet 

Growth and Development: _____ out of 2 oral presentations 


Salon Service Commitment 

Leadership: ____ out of 8 

Correspondence with CEO Lead with Integrity and Respect 

Effective and Appropriate 

Approachability 

Communication with Team 

Implementation of Accountability Available to Staff 

Strategies with Employees 

Employee________________________ 

Employer________________________ 

30


Client Comment Card 

Use this tool in the repeat client checkout for the purpose of monthly success reports. 

Please check all that apply. 

! Did the receptionist stand and say “welcome to Our Salon” when you entered the salon? 

! Did your technician make reference to your facial features when choosing your style 

today? (hair clients only) 

! Did your service provider educate you on the benefits your service will provide for you 

today? 

! Were you asked about the products you are currently using at home? 

! Did your technician explain the benefits of the products being used in your service 

today? 

! Did you see your technician cleaning or taking new tools for your service? 

! Were you given tips on how to maintain your service at home? 

! Were you informed of new trends, new products or a new service idea today? 

! Did your technician recommend a time frame in which you should reschedule your next 

appointment to maintain your service? 

! Was the salon clean and tidy? 

! Did the receptionist give you coupon cards and a sample at checkout? 

! Was the telephone reception efficient and courteous? 

! You would definitely recommend Our Salon to your friends. 

Your Name________________________ 

Technician Name___________________ 

E-mail Address_____________________ 

Thank you for your time!! 

31


Client Performance Appraisal 

Use this tool with the repeat client to collect data used in the performance appraisal. 

Thank you for participating in our business’ effort to consistently ensure our clients receive the 

“standard of service” unique to Our Salon within each salon visit. This appraisal is our way of 

gauging our team member’s performance. 

Below you will find information on the mandatory characteristics of the salon service you are to 

receive. Please review these prior to your service to accurately perform your appraisal at the 

closure of your salon visit. It is imperative to keep this appraisal confidential for the intent of 

purpose. When you return home, take a moment to fill out the appraisal and return it in the 

envelope provided. 

Please check all that apply. 

! Did the receptionist stand and say “welcome to Our Salon” when you entered the salon? 

! Did your stylist make reference to your facial features when choosing your style today? 

(hair clients only) 

! Did your esthetician educate you on the benefits your service will provide for you today? 

(esthetic clients only) 

! Were you asked about the products you are currently using at home? 

! Did your technician explain the benefits of the products being used in your service 

today? 

! Did you see your technician cleaning or taking new tools for your service? 

! Were you given tips on how to maintain your service at home? 

! Were you informed of new trends, new products or a new service idea today? 

! Did your technician recommend a time frame in which you should reschedule your next 

appointment to maintain your service? 

! Was the salon clean and tidy? 

! Did the receptionist give you coupon cards and a sample at checkout? 

! Was the telephone reception efficient and courteous? 

! You would definitely recommend Our Salon to your friends. 

Your Name________________________ 

Technician Name___________________ 

E-mail Address_____________________ 

Thank you for your time!! 

32


Hair Targets 

The following are “target” questions used when individual performance monitoring is required in 

a specific area of service. 

It is performance appraisal time in the salon, and we would be grateful if you could assist us in 

our technicians’ implementation of the “Standard of Service”. 

Please check the one that applies. 

Did your technician do a face shaping today? 

! Yes 

! No 

Did your technician inform you of new trends or new service options? 

! Yes 

! No 

Did your technician sanitize their implements in front of you today? 

! Yes 

! No 

Did your technician recommend pre-scheduling your next appointment to maintain your service? 

! Yes 

! No 

Did your technician ask what products you are currently using at home? 

! Yes 

! No 

Did your technician make reference to your facial features today? 

! Yes 

! No 

Date: 

Technician: 

________________________ 

________________________ 

33


Esthetic Targets 






Did your esthetician do a face mapping today? (facials only) 

! Yes 

! No 

Did your esthetician wash her hands in front of you today? 

! Yes 

! No 

Did your esthetician recommend pre-scheduling your next appointment to maintain your 

service? 

! Yes 

! No 

Did your esthetician educate you on products used in the service? 

! Yes 

! No 

Did your technician ask what products you are currently using at home? 

! Yes 

! No 

Did your technician inform you of new service options? 

! Yes 

! No 

Date: 

Technician: 

________________________ 

________________________ 

34


Reception Targets 






Did the receptionist stand and say, “Welcome to Our Salon” upon your arrival? 

! Yes 

! No 

Was your check in and checkout easy and effortless today? 

! Yes 

! No 

Were you given a checkout package today? 

! Yes 

! No 

Was the receptionist efficient in the telephone service? 

! Yes 

! No 

Were you informed of the salon specials? 

! Yes 

! No 

Date: ________________________ 

35


Mystery Shopper Letter (Waxing) 

This tool is used with clients who have never visited the salon. 

_____________________________________________________________________________ 

Dear Mystery Shopper: 


“standard of service” unique to Our Salon within each salon visit. Being a mystery shopper is 

our way of gauging our existing and newest team member’s performance. 



closure of your salon visit. It is imperative to keep your identity as a mystery shopper confidential 

for the intent of purpose. Following your service, use your gift certificate as payment. When you 

return home, take a moment to fill out the appraisal and return it in the envelope provided. 

Thank you in advance for your cooperation. 

Were you educated in the products used on you? □ Yes □ No 

Were you given tips for “at home” maintenance? □ Yes □ No 

Were you given product recommendations? □ Yes □ No 

Was there a clean wax stick for your service? □ Yes □ No 

Did the esthetician sanitize her hands prior to your service? □ Yes □ No 

Was the esthetic room clean and tidy? □ Yes □ No 

Was there a reference made to the standard of service? □ Yes □ No 

Were you easily accommodated within the hours of operation? □ Yes □ No 

Were you greeted with a handshake? (New clients only) □ Yes □ No 

Did the receptionist stand & greet you with a “Welcome to Our Salon”? □ Yes □ No 

Was the Salon atmosphere warm and inviting? □ Yes □ No 

Was it recommended to pre schedule your next 

appointment to maintain your service? □ Yes □ No 

Were you given the waxing home care sheet? □ Yes □ No 

With gratitude, 

The Management of Our Salon 

The name of your technician was________________________ 

36


Mystery Shopper Letter (Facial) 


_____________________________________________________________________________ 











Were you given a face mapping and skin analysis? □ Yes □ No 

Were you given “at home” maintenance tips? □ Yes □ No 


Did the esthetician wash her hands? □ Yes □ No 


Were you given a glass of water post facial? □ Yes □ No 





Was it recommended to pre schedule your 

next appointment to maintain your service? □ Yes □ No 

Were you given a facial home care sheet? □ Yes □ No 



The name of your technician was________________________________ 

37


Mystery Shopper Letter (Hair) 


_____________________________________________________________________________ 












Did you receive a face shaping & consultation prior to your service? □ Yes □ No 


Did you receive a scalp massage? □ Yes □ No 

Were the stylist’s implements cleaned in your view? □ Yes □ No 


Did your stylist educate you on the trends in the industry? □ Yes □ No 







Were you given our salon referral coupons? □ Yes □ No 




38


Mystery Shopper Letter (Makeup artist) 


___________________________________________________________________________ 













Did you receive a face shaping analysis in your service? □ Yes □ No 


Were the make-up artist’s implements cleaned in y our view? □ Yes □ No 

Did the make-up artist sanitize her hands prior to your service? □ Yes □ No 






Was it recommend to pre schedule your next 


Were you given our salon coupons? □ Yes □ No 




39


Mystery Shopper Letter (Massage) 


_____________________________________________________________________________ 











Were you given the option of a comfortable pressure? □ Yes □ No 

Were you given tips for “at home” maintenance stretches? □ Yes □ No 

Did you receive a consultation prior to your service? □ Yes □ No 

Did you receive a foot spray? □ Yes □ No 

Were you given a warm moist towel after your massage? □ Yes □ No 

Were you given a glass of water post massage? □ Yes □ No 








Were you given the massage home care sheet? □ Yes □ No 




40


Mystery Shopper Letter (Manicures) 








closure of your salon visit provided. . It is imperative to keep your identity as a mystery shopper 

confidential for the intent of purpose. Following your service, use your gift certificate as payment. 

When you return home, take a moment to fill out the appraisal and return it in the envelope. 



Were you given tips for “at home” maintenance? □ Yes □ No 


Were you given nail color recommendations based on skin tones? □ Yes □ No 

Did you receive a hand massage? □ Yes □ No 

Did you receive a “one minute manicure” treatment? □ Yes □ No 

Were the nail technician’s implements cleaned in your view? □ Yes □ No 

Were your rings cleaned during this service? □ Yes □ No 












41


Mystery Shopper Letter (Pedicures) 


_____________________________________________________________________________ 














Were you given a nail color recommendation based on skin tone? □ Yes □ No 

Was the footbath lined with a plastic bag? □ Yes □ No 

Were the esthetician’s implements cleaned in your view? □ Yes □ No 

Did your esthetician wash her hands? □ Yes □ No 



Did the receptionist stand & greet you with a “Welcome to Our Salon” ? □ Yes □ No 


Was it recommend to pre schedule your next 






42


Mystery Shopper Letter (Front Desk) 


_____________________________________________________________________________ 












Were you told how long your technician would be? □ Yes □ No 


Was it recommend to pre schedule your appointment □ Yes □ No 

Were you given an envelope at check out? □ Yes □ No 

Was the telephone reception efficient and courteous? □ Yes □ No 

Were you told about the salon’s specials? □ Yes □ No 

Were you asked if your technician made reference to □ Yes □ No 

the Standard of Service? 

Did the receptionist call you by name? □ Yes □ No 




43

Workbook 

______________________________________________________________________ 



Calculation for Salary 

Converting a commission pay into a salary 

A 

B 

C 

Add together the last 6 months commission pays prior to deductions. 

Take off product costs. 

This is the figure used to calculate salary pay 

DIVIDE C BY 6 FOR THE MONTHLY SALARY 

Calculating a Team Bonus 

When calculating the money available for team bonus you will need to 

determine the salon’s cost of retail goods sold in the month. 

A 

B 

C 

Take the after cost total of retail sold in the month 

Multiply this figure by .20 for the percentile 

Calculate the technicians after cost retail sales 

MULTIPLY A BY B FOR THE TEAM BONUS MONEY 

DIVIDE C INTO B FOR THE PERCENTILE OF BONUS MONEY REWARDED TO THE TECHNICIAN 

2


Calculations for the ABC Status 

You will need the number of clients each technician has seen in the month 

to calculate the following. 

Standard of Service: 

A Calculate the number of comments available to be checked off. 

B Calculate the number of comments that are checked off. 

DIVIDE B INTO A FOR THE PERCENTAGE. 

New Client Retention: 

It is suggested you go back to 12 weeks (3 months) prior to the current month for an accurate rate. 

A Calculate the total new clients seen in that month. 

B Calculate the number of these clients who returned. 

DIVIDE B INTO A FOR THE PERCENTAGE OF RETAINED CLIENTS. 

Existing Retention: 


A Calculate the total number of returned clients from the new client list. 

B Calculate the number of those clients that are still clients. (have returned more than two times) 

DIVIDE B INTO A FOR THE EXISTING RETENTION. 

Hourly Salon Rate: 

A Calculate the number of hours available to work in the month. 

B Calculate the hours spent servicing clients for the month. 

DIVIDE B INTO A FOR THE HOURLY RATE. 

Number of Clients Buying Retail: 

A Calculate the number of clients seen in the month. 

B Calculate the number of products sold in the month. 

DIVIDE B INTO A FOR THE PERCENTAGE OF CLIENTS BUYING RETAIL. 

3


Calculation for Technician Success Report 

Setting Service Goals: 

A Take the rate of monthly pay for the technician and multiply by 2. 

B Calculate the days to be worked in the month. 

DIVIDE A INTO B FOR A DAILY SERVICE GOAL. 

Setting Daily Retail Goals: 

A Take the figure from A above. 

B Decide what percentage retail is expected according to the applicable employee status. 

C Multiply A by B for the dollar amount. 

D Calculate the days to be worked in the month. 

DIVIDE C INTO D FOR THE DAILY RETAIL GOAL. 

Upsells: 

Use the guideline in the ABC status qualification to set the goals applicable to the status to achieve. 

Obtain this figure from your computer or the tracking system the salon is using. 

You will need the number of clients each technician has seen in the month to calculate the following. 

Service Per Day: 

A Take the gross service sales for the month. 

B Calculate the number of days actually worked. 

DIVIDE A INTO B FOR THE SERVICE SOLD PER DAY. 

Retail Per Day: 

A Take the gross retail sales for the month. 

B Calculate the number of days worked. 

DIVIDE B INTO A FOR THE RETAIL SOLD PER DAY. 


A Calculate the number of comments checked off. 

B Calculate the number of comments available. 

DIVIDE A INTO B FOR THE PERCENTAGE. 

4


New Client Retention: 


A Calculate the total new clients seen in that month. 

B Calculate the number of clients who returned. 

DIVIDE B INTO A FOR THE PERCENTAGE OF RETAINED CLIENTS. 

Existing client Retention: 


A Calculate the total number of returned clients from the new client list. 

B Calculate the number of those clients that are still clients. (have returned more than two times) 

DIVIDE B INTO A FOR THE EXISTING RETENTION 

Productivity Level: 

A Take the number of total hours the technician is available in the month. 

B Calculate the hours spent servicing clients. 

DIVIDE B INTO A FOR THE TIME THE TECHNICIAN WAS BUSY IN THE SALON. 

Hourly Salon Rate: 

A Calculate the number of hours available to work in the month 

B Calculate the service hours sold for the month. 

DIVIDE B INTO A FOR THE HOURLY RATE. 

Number of Clients Buying Retail: 

A Calculate the number of clients seen in the month. 

B Calculate the number of products sold in the month. 

DIVIDE B INTO A FOR THE PERCENTAGE OF CLIENTS BUYING RETAIL. 

Referrals and My Own Networking: 

Obtain this figure from the new client tracking sheet. (found in the SOS Tracking System) 

Upsells: 

Obtain this figure from your computer or the tracking system the salon is using. 

5


Guide for Technician Performance Appraisals 

Begin the process by having a team member perform their portion of the appraisal followed by the salon 

coordinator and completed with the team leader. Check off of the points if they are achieved. 

Sales: 

Team leaders can compile data from the SOS tracking systems applicable graphs and success reports. 


Team leaders can compile necessary data from the comment cards, mystery shoppers and targets. 

Marketing: 

Team leaders compile this information by means of the comment cards and the salon’s system for 

tracking service information such as the appointment book or computer software. 

Attendance: 

Team leaders track and provide this information. 

Policies and Procedures: 

Team leaders use the Business Structure Manual as the guide to each employee’s goals according to 

their status in the qualification process. The tracking system also provides additional data required. 

Technical Abilities: 

The master technicians provide the performance in this area. 

Corporate Culture: 

Choose a team member to appraise the technician with using a standard of the qualities being present 90 

percent of the time. 

Growth and Development: 

The salons mission and vision is the focus each employee. It is our suggestion that this be an oral 

appraisal in which the employee defines the purpose and intention of the salon vision and mission and 

their role in carrying this out. 

6


Guide for Front Desk Performance Appraisal 

Begin the process by having a team member perform their portion of the appraisal followed by the salon 

coordinator and completed with the team leader. Check off of the points if they are achieved. 

Sales: 

The team leader compiles information by means of the appointment book and success reports. 

Marketing: 

The information required for the team leader can be found in the appointment book, your salon software or 

from the SOS tracking system, new client sheets. 

Attendance: 

Team leaders track and provide this information. 

Policies and Procedures: 

Team leaders will find the required information in the SOS tracking systems applicable graphs, success 

reports, comment cards, mystery shoppers and targets. 

Corporate Culture: 

Choose a team member to appraise the staff member with using a standard of the qualities being present 

90 percent of the time. 

Growth and Development: 

The salons mission and vision is the focus each employee. It is our suggestion that this be an oral 

appraisal in which the employee defines the purpose and intention of the salon vision and mission and 

their role in carrying this out. 

Representation: 

It is recommended that a visual appraisal be the tool for measurement here. 

Inventory: 

The team leader can compile the necessary data from the order forms and the computer software if 

applicable. 

Guide for Team leader Performance Appraisal 

The team leader will be appraised by the CEO. Each section is explained on the appraisal document. 

7


Answer Guide, Policy and Procedure Manuals 

Salon Marketing 

Describe the referral program. 

Answers 

Clients send in a friend and they get sent a $20 gift 

certificate 

Gift Certificates are transferable. 

The value of a gift certificate can be used to 

purchase product. 

□ True 

□ True 

What is used as a my own networking 

tool off salon premises? 

My business card 

What is the system used to secure client retention, 

referrals and retail? 

What is an example of salon brand marketing? 

Describe the contents of the new client welcome 

package. 



Welcome letters are given to the new salon clients 

along with an information brochure; cross promote 

coupons, home care tips and a product sample 

relating to their service. 

8



Implement your salons modification in the answer portion for the following 

Telephone features 

Answers 

Calls can be placed on hold. 

The telephone has an answering service. 


What discount does staff receive on Gift Certificate purchases? 

What does the salon get paid when servicing friends and family? 

Shifts 

I am required to arrive early to prepare for my shift. 

Describe the duties required when the shift is completed. 

What are the expectations for completing the shift for which I am scheduled? 

Sanitation Standards (Job descriptions) 

Implement your salons modification in the answer portion for the 

following. 

Answers 

Define the daily cleaning of your specific area. 

List the weekly cleaning specified to your area. 

In your area, how do you clean up to prepare for your next client visit? 

Where are salon cleaning duties recorded? 

There are weekly Salon duties and daily Salon duties. 

9



Implement your salons modification in the answer portion for the following 

Staff meetings and Education 

Answers 

What day and time do staff meeting take place. 

Staff purchases 

Describe how staff purchases product. 

Personal Calls 

Where are employee messages placed. 

Personal calls can be received at work by a cell phone. 

□ False 

10


Policies Technicians 

Dress Policy 

Wearing colored denim pants is acceptable attire for 

work. 

Sleeveless shirts are acceptable work attire. 

How I dress attracts the clientele I choose to be in 

business with. 

Answers 

□ False 

□ False 

□ True 

Teamwork 

Answers 


Our team focuses on the client receiving a 

positive salon experience. I am pleased to 

have that opportunity today. 

In the triangling script it says that it’s o.k. to talk about 

another team member if they aren’t in the room. 

We use “I” messages when resolving conflict. 

If I’m not getting along with someone at work, 

it doesn’t need to be addressed because it doesn’t 

affect anyone else. 

Unresolved conflicts can cause tension at work. 

Teamwork is about assisting team members. 

□ False 

□ True 

□ False 

□ True 

□ True 

11



Describe the body language that would lead a client 

to believe the technician is tired and not interested. 

Answers 

Slouching, dragging the feet, sighing 

What percent of clientele is built on personality? 85% 


Answers 

How long should a client wait before being greeted? 


When you are servicing a client while the 

front is unattended and someone walks in, what 


What physical action is in the technicians 

greeting policy? 

10 seconds 

Hi, I’m (name) I will be doing your hair today 

Excuse yourself from your current client, say 

welcome to the walk in client and let them 

know that someone will be right with them 

Handshake 


We answer all calls; our main priority is to the 

telephone clients. 

Which staff members should be at the front desk 

when checking out a client? 

It is ok to gather out front and visit with co-workers 

when there are clients in the salon. 

Answers 

□ False 

The technician and receptionist 

□ False 

12



Answers 

We practice “active listening” in the consultation 

Script. 

During the visit I make reference to our service 

standards while following the steps. 

List the consult analysis of your service. 

Why must the repeat client be treated with 

attentiveness in each visit? 

What is the goal of the service policy? 

□ True 

□ True 

Face shaping, skull shaping, body 

proportioning (view specifics for each 

technician in Business Structure Manual) 

They are the foundation of our business 

To incorporate the Standard of Service and 

give clear concise communication 

I ask for problems or challenges with repeat clients. 

List the process of having a client change. 

□ True 

Lead client to change room, hand them the 

gown, tell them how it goes on, where to 

hang their clothing and where you will meet 

them when they are ready 


When booking appointments list the 5 things you 

repeat to the client. 

If a technician is not in on the requested day, what 

Script would you use? 

With what words do you end every appointment 

scheduling? 

Clients are offered another technician if theirs is 

Busy. 

Answers 

Day Date Time Technician Service 

(Name) is unavailable that day, may I schedule 

you with (Name)? 

We look forward to seeing you then. 

□ True 

Write out the proper English to the following 

Yup; Just hang on; Hey, no problem; Yes; Just a moment please; You’re 

welcome 

13



Where are these products placed? 

Answers 

In the client view 

List the Client Education Process. 

What it is, What it does, When its used, How 

its used, The benefits, Have them apply it to 

their hair, Place product in client’s view 

Complaint and refund Policy 

Answers 

What is the salon’s service guarantee? 

Complaints must be made within 2 weeks 

of the service for corrections to apply 

What is the product return policy?. 

If I think I know the client would like their money back I am 

authorized to offer this. 

The salon will exchange products if less 

than ¼ used and returned within 2 weeks of 

purchase. Products must be exchanged for 

another product or in store credit. 

□ False 

14


Policies Leaders 


Answers 

In the script for non return clients we ask the 

reason for not returning. 

In the script for non return clients we ask for 

suggestions that would have guaranteed a return. 

In the script for performance appraisal recruiting we 

send a Gift Certificate to the assisting participant. 

□ True 

□ True 

□ True 

15


Policies Front Desk 

Dress Policy 

Wearing colored denim pants is acceptable attire for 

work. 

Sleeveless shirts are acceptable work attire. 

How I dress attracts the clientele I choose to be in 

business with. 

Answers 

□ False 

□ False 

□ True 

Teamwork 

Answers 


Our team focuses on the client receiving a 

positive salon experience. I am pleased to 

have that opportunity today. 

In the triangling script it says that it’s o.k. to talk about 

another team member if they aren’t in the room. 

We use “I” messages when resolving conflict. 

If I’m not getting along with someone at work, 

it doesn’t need to be addressed because it doesn’t 

affect anyone else. 

Unresolved conflicts can cause tension at work. 

Teamwork is about assisting team members. 

□ False 

□ True 

□ False 

□ True 

□ True 

16



Describe the body language that would lead a client 

to believe the technician is tired and not interested. 

Answers 

Slouching, dragging the feet, sighing 

What percent of clientele is built on personality? 85% 


Answers 

How long should a client wait before being greeted? 


When you are servicing a client while the 

front is unattended and someone walks in, what 


10 seconds 

Welcome to our salon 

Excuse yourself from your current client, say 

welcome to the walk in client and let them 

know that you will be right with them 


We answer all calls; our main priority is to the 

telephone clients. 

Which staff members should be at the front desk 

when checking out a client? 

It is ok to gather out front and visit with co-workers 

when there are clients in the salon. 

Answers 

□ False 

The technician and receptionist 

□ False 

17



When booking appointments list the 5 things you 

repeat to the client. 

Write the script used when clients request a high 

booking time. 

If a technician is not in on the requested day, what 

script would you use? 

With what words do you end every appointment 

scheduling? 

Clients are offered another technician if theirs is 

busy. 

When doing a new client call back we first ask for a 

moment of their time. 

Models are required for technician skill certification. 

Write the script used when clients will be more than 20 

minutes late. 

Answers 

Day Date Time Technician Service 

Evenings and Saturdays are highly requested 

times, let us reserve your preferred time. 

(Name) is unavailable that day; may I schedule 

you with (name)?” 

“We look forward to seeing you then” 

□ True 

□ True 

□ True 

Due to our policy of performing each service to 

its full extent, you have the option of 

rescheduling your appointment with 

(technician’s name) or I can offer you the next 

available technician. 

Write the script used to describe tiered price levels. 

Technician prices vary according to the level of 

certification and time employed with the 

company. 


What are the 2 types of sales strategies used? 

Answers 

By telephone or email and in the salon 

We schedule clients with the urgency of today. 

□ True 

How are specials exclusive to the salon client base 

advertised? 

What is the goal of the front desk selling policy? 

By email or telephone 

Create opportunities to increase salon sales 

18



What is the time line in which the Service 

Guarantee Is honored? 

What is the opening script used in the service 

complaint policy? 

Answers 

2 weeks 

Help me to understand how I can assist you; tell 

me what you like about this, what you don’t like 

about it and what you would like to see. 

Products can be returned if ¾ used. 

What is the solution the salon coordinator offers to 

clients who have left the salon when technical 

correction is not an option? 

You are authorized to do monetary refunds. 

When do you offer a complimentary service? 

What is the final step in the service complaint policy? 

□ False 

They send them a gift certificate 

□ False 

If service correction is not an option 

It is passed on to management 

19

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