Salon Operating System©

SALON OPERATING SYSTEM©
Telephone Policy
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.
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