NOTE THE MOST UP TO DATE VERSION OF THIS DOCUMENT CAN BE FOUND HERE
https://docs.google.com/document/d/1vJFvaykBKW66gQVQgr32WRJ9aofbXcyZcFAkPSymYhg/edit?tab=t.0
DAILY OPERATIONAL GUIDEBOOK
Policies & Procedures for Stylist Etiquette, Professionalism and Common Sense
CULTURE | MAKING THIS AN AWESOME PLACE TO WORK TAKES WORK
Inventory Maintenance <update in progress>
COMMUNICATION & COHESION | HOW WE SAY THINGS & MAKE THINGS
Understanding & Supporting Front Desk Staff <update in progress>
CUSTOMER EXPERIENCE | INVESTING IN EVERY INTERACTION
CLEANLINESS | PRIORITIZING SAFETY TO ENSURE COMFORT
CULTURE: MAKING THIS AN AWESOME PLACE TO WORK TAKES WORK
At Hair Rx, you are required to adhere to our standards, policies and procedures. We have a vision of excellence that we expect all Hair Rx team members to embrace. You must be accountable for your actions and decisions; knowing your team and your clients depend on you. WE DO NOT HAVE WEAK LINKS—we do have opportunities for continuous growth and improvement. Failure to embrace our culture in any way will be addressed. Our craft, our talents, our services, our communication and our vision are constantly evolving—and so will this Daily Operational Guide a.k.a the “DOG”.
SHARE THE LOVE. Be kind and respectful towards one other every day. Have one another’s best interest at heart, as well as our clients. Help each other succeed by providing support, encouragement and motivation. Above all, focus on achieving your fullest potential, and working towards your goals—in the salon and in life.
Dress Code, Personal Appearance and Grooming
You MUST be in the Hair Rx dress code during your regularly scheduled shift, and anytime you’re completing a service in the salon.
Business casual/professional attire. Clothing may be any color. Holed or frayed jeans are not permitted. Clothing must provide appropriate coverage—no backless shirts, tube tops, midriff baring shirts, or shorts or skirts above mid-thigh. You must cover the area between the collarbones and the knees, or the upper torso below the collar bones; and nipples as well as undergarments may not be visible.
Offensive odor is unacceptable—brush your teeth, shower, wear deodorant, and wear clean clothes.
Your hair and make-up should be done before you come to work to ensure that you’re ready to immediately begin servicing your client when you arrive.
You must groom your nails and exposed toenails. Shoes must provide secure footing and prevent hazards.
Cell Phone Use
The use of cell phones or other personal electronic devices is prohibited on the salon floor or in the reception area unless they're being used to take photos. When not in use for photos, they must be stored away and kept on silent or on vibrate at all times. Front desk staff may use their cell phone for business purposes only. Personal use of devices on the salon floor is prohibited.
Salon Contribution and Accountability
• Assist team members as needed • Keep communal areas clean
• Assist the front desk when necessary • Assist with towels and dishes
• Never leave a staff member alone at night • DO NOT leave early without informing staff
• Arrive 15 minutes early; call if you will be late • Complete assigned daily & closing duties each shift
Closing Duties
Closer One Clean dispense Get towels caught-up Sweep salon | Closer Two Empty trash cans and change bags when needed Clean break-room, including washing remaining dishes |
Turn lights off, turn music off, lock the front door, set the alarm.
Inventory Maintenance
Do not take a product off the retail shelf without taking it out of inventory in Iris or letting front desk staff know immediately.
Place all empty color boxes, perm boxes, and empty containers on the dispensary counter to be taken out of inventory. DO NOT THROW THESE ITEMS AWAY UNTIL THEY HAVE BEEN TAKEN OUT OF INVENTORY.
Inclement Weather
In cases of extreme weather that prevent safe travel to and from Hair Rx, we will reschedule appointments and either have a delayed open, early close, or close the salon for the entire day. We will make this decision based on the recommendations of C-Dot; management will communicate these changes to you as soon as a decision has been made. If safety is not compromised, we will open for regular business hours. If clients cancel or reschedule their appointments, you may adhere to our normal time-off policy.
If the roads in your area are compromised and you cannot safely travel to the salon, please let management know immediately to make the necessary accommodations.
Servicing Friends, Family Members and Each Other
You may get your hair cut or styled during downtime. You may get your hair colored before or after your shift or on your day off. You MUST pay $10 per single process color and $20 per double process service on the same day you receive the service.
You may complete services for friends and family during any downtime, but you are not allowed to schedule an appointment for them or decline a client to service them. You may service VIP’s for $25 per single process color, and $35 per double process color; any additional for 20% off. If you schedule a VIP, they will pay full price with the family discount.
Time Off and Schedule Blocks
If you have an opening on your book 12 hours prior to your shift—as long as two staff members are present at the same time, you may schedule an “On Call Time Block” for a period not to exceed two hours. Manager approval is required if you need more time off. Schedule change requests should be submitted via Basecamp on your personal dashboard.
Moving Services and Rescheduling Appointments
Anytime you need to move clients to accommodate your own schedule, you are solely responsible for moving their appointments; this is not the responsibility of the Customer Service Manager, Assistants, or the Associate Stylists. If you need adjustments due to time constraints, you may seek assistance.
Commission Scale and Earning Potential
Retail Percentage | Service Earned | Retail Earned |
0-14% | 44% | 0 |
15-19% | 46% | 10% |
20-24% | 48% | 10% |
25-29% | 50% | 15% |
30-34% | 52% | 15% |
35-39% | 54% | 15% |
40%+ | 55% | 15% |
COMMUNICATION & COHESIONHOW WE SAY THINGS & MAKE THINGS
Anchoring our salon culture is an openness to feedback, honesty, direct and clear communication that fuels a safe and collaborative environment. We hold ourselves, each other and our work to the highest of standards, and look for opportunities to improve always. It is absolutely essential for all staff to be ambassadors of this culture in every interaction we have, both with each other, and with our guests. We invest in how we say things just as much as what we say, and we thoughtfully choose when to say them.
WE SPEAK WITH RESPECT. WE LISTEN WITH INTENT.
WE TAKE ACTION ON HOW WE CAN GET BETTER EVERY DAY.
Addressing Concerns, Conflict & Creative Differences
Should a concern or conflict arise, you are asked to address directly, off the salon floor, with the other staff member in an open, proactive and positive way. We never sit in the back room (or anywhere) to discuss concerns about other staff members with people that are not that staff member or manager. Ever. If there is a safety concern or you are unable to resolve an issue, then contact Tammy directly to discuss your concerns. If needed we will have a casual conversation with all involved employees to address any remaining concern and solve it together as a team. Anything other than clear direct and proactive conversations is in direct contrast to the environment that we aim to achieve.
Hold yourself accountable and one another accountable. Be open and grow with feedback. Rise together.
Notes, Alerts and Ongoing Updates
Currently, updates, communication, and ongoing individual information will be communicated through text and messaging. A new messaging platform will be announced soon.
Of course for immediate needs or timely matters, call Tammy directly. As an additional back-up for urgent needs, call Justin if Tammy is not available.
Tammy: 303.669.3887
Justin: 303.990.0951
Proper Hair Rx Language and Greetings
Greetings
Answering the phone: “Thank you for choosing Hair Rx, this is (your name), how may I help you?”
Greeting clients at the door: “Hi, how may I assist you today?” (Get them checked in with the correct stylist), then say, “I’ll let your stylist know you’re here. Please have a seat. Can I get you anything to drink while you wait?”
If clients are new, ALWAYS say, “Welcome to Hair Rx.”
When you come up to take a new client to your chair: Walk over to them, introduce yourself and shake their hand, and guide them back to your chair.
Calls
Confirmation calls: “Hi (client name), this is (your name) from Hair Rx, I’m calling to confirm your hair appointment this (day and date) with (stylist), at (time). If you have any questions or can’t make this appointment, please call us at
303-680-7121. Once again, that is (repeat the appointment day and time), we look forward to seeing you then.”
Satisfaction calls: “Hi (client name), this is (your name) from Hair Rx. I wanted to check in with you to see how you’re enjoying your new hair style, and if you have any questions or concerns. Please feel free to call me anytime. Thanks for coming in, and I look forward to seeing you next time.
Thank you cards
Hi (client name). I just wanted to take this opportunity to thank you for choosing Hair Rx. I enjoyed meeting and (service(s) performed.) If you have any questions, please feel free to call me anytime. I look forward to seeing you again soon. Thank you, (your name) Include your business card.
Phone Consultations
Ask a range of appropriate questions that the client will understand to properly schedule the correct service(s):
“What type of color are you interested in?”
“Do you just want the color applied to your roots or brought through your ends?”
“Would you like to see multi-dimensional color throughout your hair?”
“Do you want highlights on the crown of your head or all-over?”
“Would you like a haircut in addition to your color service?”
Do not give prices or a quote during phone consultations.
Even though we provide "an idea of starting prices" and indicate that it's "not a quote", people take it as such.
When people inquire about our pricing, please tell them to refer to our website for starting prices and let them know their stylist will discuss the price before they begin the service so they know exactly what it will cost before agreeing to the service.
Please explain that each service is tailored for the individual client, which makes it too difficult to determine cost over the phone, without knowing the exact service that will be performed.
This also means that it is imperative for you, as their stylist, to go over pricing with them during consultation, especially when making a drastic change or doing a more expensive service
Understanding Support Staff
Customer Service Manager
Primary—Guest Services
1. Check guests in and out
2. Prebook in-salon guests
3. Sanitize reception between guests
4. Answer phones and check messages—schedule appointments
5. Check salon email and online requests—schedule appointments
6. Maintain log for canceled and rescheduled guests
7. Restock front desk supplies: goody bags, biz cards, coffee bar, etc
8. Manage customer interactions
9. Fulfill online orders
Secondary—Stylist Services
1. Sanitize for stylists
2. Sweep
3. Help keep communal areas clean
4. Do laundry
5. Pull foils and restock backbar
Associate Stylist
Primary—Guest Services
1. Shampoo
2. Blowouts
3. Assist in applying color
4. Mix color
5. Complete training modules
Secondary—Stylist Services
1. Sweep
2. Sanitize
3. Wash brushes and bowls
4. Do laundry
5. Pull foils and restock backbar
Additional Responsibilities:
1. Prebook guests
2. Check guests in and out
3. Ensure guests leave with their recommended products
Retail and Gratuity Protocol for Assistants:
Currently being modified.
All retail recommendations need to be made to the client by the Master Stylist performing the service to ensure the assistant is using the correct products. This information MUST be entered into the client’s appointment notes. The Master Stylist must indicate the shampoo and conditioner, as well as the styling products they want the assistant to use, and the client to purchase at checkout.
Booking Appointments
When clients call or come in to schedule an appointment with their stylist, work diligently to find a day and time to accommodate them.
If you’re having difficulty finding a day and time that works, tell the client you will have their stylist call them back directly or let them speak with their stylist directly.
Do not initially lead the client to book with someone else by saying his or her stylist is unavailable.
IF the client says they absolutely need to get in on a specific day and time that their stylist is unavailable, accommodate them and schedule the appointment with someone else. But if this happens, you MUST call their regular stylist to give them the option of coming in to complete the service for their client. If their stylist declines, then the client can see a different stylist.
You must get their correct name and phone number. Try diligently to avoid booking an incorrect service.
Servicing Transient Clients
When clients must get serviced by a different stylist for one of various reasons; the following protocol is mandatory:
Complete the service to the best of your ability
If you make changes to their formulation, make sure you tell them you have noted it in their file so that their regular stylist can continue to perform the same service
Make sure they have the products they need (If you resell a product(s) that their regular stylist sells them, the credit goes to their regular stylist.)
Ask them to pre-book with their regular stylist. NEVER lead the client to pre-book with you. However, IF THE CLIENT SAYS they would like to see you again, you should accommodate them. When this occurs, it is mandatory for you to let their regular stylist know the client asked to pre-book with you instead.
Retailing to Clients
Anytime a client purchases a product, the sale goes directly to the stylist who does their hair—there is absolutely no exception. There will be times when you need to sell products to co-workers' clients, or help make recommendations, which you must simply view as teamwork. We work hard to foster a team environment, and when you assist your team members, they will help you. Most of you have three days off, and you should feel confident on your days off that if your clients come in to purchase a product, your co-workers will assist them with their purchase and credit you with the sale. I realize that this is not perfect, and there will be occasions that you feel you deserve the sale, but take comfort in knowing it will be reciprocated and you will win the admiration and appreciation of your co-workers.
If it's a salon client, this rule does not apply. If you happen to provide a hair service to one of your co-workers' clients, and you recommend a new product to them, you would get the sale because you completed the service. If they're replenishing their previous purchase, it needs to go to their regular stylist. Please take a moment to check their retail history.
Assistants and Associate Stylists will only retain the sale when providing a service to their own clients.
Walk-in retail sales with NO CLIENT SERVICE HISTORY goes to the staff member that provides assistance to them with their purchase.
Re-dos and Adjustments
When a client calls in with a complaint about a service they received, they MUST speak with their stylist to arrange a time for them to come in and have it adjusted. If their stylist is not here, tell the client you will have their stylist call them to discuss the matter.
If the client insists on coming in at a time when their stylist is not here, tell them you have to call their stylist before scheduling a time. Then you MUST call their stylist and ask if they would like to come in and do the adjustment. If their stylist does not want to come in on their day off to fix it, the stylist that does adjust it for them will be compensated for the original price of the service.
Therefore, the original stylist must be given an opportunity to adjust the service for their client before another stylist does it for them. If they choose to let another stylist fix it, they agree to relinquish the service.
If a client does not want to return to their stylist, and/or we feel there was a potential error made with their service, another Master Stylist will complete the redo service and will receive full compensation.
You all know when your client leaves with undesirable results. First, we shouldn’t let a client leave if we know it doesn’t look good. If their departure is unavoidable due to time constraints, at the very least, we should discuss their options and set up a time for them to return. You can’t just cross your fingers and hope they’re okay with it. That’s not the kind of work or service we provide.
Correspondingly, if you service a client that is continuously unhappy, please direct them to Mary. She will assess the situation and determine the best course of action.
Corrective Services
Anytime you are completing a chemical service that may further compromise the integrity of your guests’ hair and/or you cannot guarantee the results, they MUST complete a chemical liability waiver prior to the start of their service. The waivers are available at the front desk.
CUSTOMER EXPERIENCE
INVESTING IN EVERY INTERACTION
Check-in and Consultation
Wait at the front desk for your client to arrive and greet them by name
Instantly welcome them and introduce yourself if they are new, and guide them to your station
Consult thoroughly, making sure you have asked what they do and do not like about their hair, what problems they encounter during styling, what products they currently use, and the results they would like to achieve during their visit
For regular clients, always offer the opportunity to change—don’t assume they want the same thing as last time
Discuss the price before you get started
Before beginning the service, offer them a drink
During the Service
Guide through the process and explain the amount of time they will be required to process
During processing time, complete their client file—including formulas with your name and date, visit notes, and their contact info. (If you are double booked, please complete their files as soon as they leave the salon.)
Clean your station and wash your bowls
Check on your client periodically
As soon as they are finished processing, immediately guide them to the shampoo bowl
Conduct a thorough shampoo—include a towel for their neck, perform at least a five- minute scalp massage and turban wrap their hair
NEVER discuss your personal life or personal matters unless they ask you.
Make their experience about them, not you.
Refrain from discussing topics that may be offensive or uncomfortable to the other people in the salon, including but not limited to politics and religion.
Finishing
Discuss the products you are using and educate them on how to re-create their style at home
When the service is complete, guide them to the front desk
Give them a new client goody bag, give them five referral cards and explain the referral program
Provide them with the opportunity to purchase any product that you discussed
Explain the pre-booking program if they are unaware of it, and pre-book them for their future appt. (Do not ask if they would like to re-book, ask them when they would like to pre-book. Do not give them an opportunity to say “no”.)
Thank them for choosing Hair Rx and thank them for the gratuity
If they purchased product, walk it around the front desk and open the door for them
Post Appointment
Call your clients two days after their appointment to ask how their hair is doing and if they’re having any issues.
Send all new and salon clients you service a thank you card within two days of their visit.
The above process is MANDATORY with every client that comes to Hair Rx.
In addition to their formula, visit notes must include at least three personal facts that will help you remember who they are. You should also include their favorite beverage and any likes and dislikes while they’re in the salon (ie: talking too much, loud music, high heat, etc.) Note all the information they provided on their new client information sheet when they arrived.
CLEANLINESS & ILLNESS
PRIORITIZING SAFETY TO ENSURE COMFORT
WE ADHERE TO A NEW SENSE OF CLEANLINESS AND SANITARY STANDARDS AS PART OF OUR MISSION TO PROVIDE THE HIGHEST CUSTOMER SERVICE, AND SUBSEQUENTLY BUILD INTO OUR IDENTITY.
Unparalleled customer service has alway been one of our core pillars, and customer expectations will be redefined following COVID-19. Our Enhanced Health Standards will not only continue as mandatory policy, but also further built into our presentation for every client, celebrated and showcased with every service.
ALL ILLNESS STANDARDS & PROCEDURES ARE MANDATORY.
ANY VIOLATION MAY RESULT IN IMMEDIATE SUSPENSION AND YOU WILL BE ASKED TO GO HOME.
Mandatory Staff Directives
Staff may not work if experiencing a fever of 100.4 or more, and/or have vomiting and diarrhea
We do not require any form of testing or isolation. However, if you work with a mild sore throat or cough, you need to wear a mask until symptoms resolve.
Mandatory Sanitation
Stations, chairs and tools MUST be sanitized between each guest.
Full wipe down of chair and shelf with Cleansing Alcohol, disinfecting wipes or disinfectant spray.
Shampoo chairs and bowls MUST be sanitized immediately after use, using the aforementioned products.
You MUST wash your hands thoroughly with soap and water between each guest.
All communal spaces must be sanitized after each use, including the break-room, dispensary and back bar counters.
This should be done by each staff member after each use, utilizing the aforementioned products.
Waiting area chairs must be sanitized after occupant moves, using the aforementioned products.
Front desk and credit card terminal must be sanitized after each use, utilizing the aforementioned products.
Employee Sick Directives and Compensation
Hair Rx Sick PTO: Effective January 1, 2022
• Maximum of 48 hours of sick pay per year
• Accumulated at 1 hour per 30 hours worked
• Accrue paid sick leave when employment begins, and may use paid sick leave as it is accrued
• Paid at a rate of $16.50 per hour
Employees may use accrued paid sick leave to be absent from work for the following purposes:
The employee has a mental or physical illness, injury, or health condition; needs a medical diagnosis, care, or treatment related to such illness, injury, or condition; or needs to obtain preventive medical care;
The employee needs to care for a family member who has a mental or physical illness, injury, or health condition; needs a medical diagnosis, care, or treatment related to such illness, injury, or condition; or needs to obtain preventive medical care;
The employee or family member has been the victim of domestic abuse, sexual assault, or harassment and needs to be absent from work for purposes related to such crime
If you or a family member has an illness that requires more than 48 hours of sick PTO, we will require documentation from your physician explaining the amount of time off needed, and we will provide a medical leave of absence for that period of time. We encourage you to apply for FAMLI leave through the State of Colorado.
*If you miss more than 14 days of work in a calendar year without an excused absence from your physician, you may receive disciplinary action, up to and including termination.
Please request to use your PTO when using sick days with as much advance notice as possible. The use of sick days will be tracked by ADP, and can be provided to you upon request.
Manage Your Schedule
Please check your schedules in advance and make changes as you deem necessary. It is essential for you to modify appointments that don't have enough or have too much time. You must be proactive and manage your books.
Answering Phones
The receptionists will answer the phones and sanitize them throughout the day. If you do answer the phone, please direct clients to fill out a reservation request on our website if you do not have time to schedule an appointment for them. We are answering requests in the order they are received. Please ask if they are returning a call from a reservation request, and if they are, we can schedule them. Wipe down the phone immediately after use.
The Pillars of a Hair Rx Stylist
We are in the business of Beautiful
Hair Rx inspires beauty of the body, mind and spirit. Through immaculate service, empowerment of professional products and the application of remarkable technique, every client will leave the salon feeling beautiful inside and out.
Be a Beautiful person
Project the beauty you want your work to reflect. Be contagious with passion for beauty. Be beautiful to each other, be beautiful to yourself, and your work will always be beautiful.
Invest in Beauty
From the moment they arrive to long after they leave, your client will feel beautiful because you are there for them, and only them. Your mission, your motivation, your drive centers on discovering what makes them beautiful. You can’t sell anybody anything unless you see the beauty in everyone. We listen, we advise and we love the people in our chair. We champion the knowledge of beauty and bestow it to those that trust us with theirs.
"Love of beauty is taste. The creation of beauty is art." -Ralph Waldo Emerson