Ben Rock for TRIM Classic Barber & Legendary Beauty

Guest Care Manual

Contents I.

Essentials

TRIM Classic Barber & Legendary Beauty Mission Statement; About TRIM; Division of Management Responsibilities

Daily Duties Opening the Salon; Daily Duties

Telephones Answering Etiquette; Appointment Booking; Daily Calls; Phone Greetings; Other Phone Calls

Appointments Booking Guests; Rescheduling Guests; Wait List; Other Booking Matters

Services Haircuts; Finishing Work; Chemical Services; Keratin Complex; Makeup; Specialty Services; Extensions

Blowouts, Brides, and Special Events

Blowouts and Special Event Hair; Bridal Party Bookings

Guest Care Basics

Desk Basics; Formulas; Notes; The Guest Care Notebook; On-Location Services; Re-dos

II.

Cancellations

The Register

Checking Out a Guest The Sales Screen; Cash and Check Payments; Credit Card Payments; Retail Sales; Gift Cards; Phone Orders; Returns and Exchanges

Money-Handling

Change Orders; Checking; Paid-Ins and -Outs; Cash Counts; Transaction Codes & Meanings

Closing the Salon

Closing the Pod; Closing the Front Desk

III.

WTF?!?!

Forms and Templates

Daily Duties Checklist; Product Waiting List; Guest Information; Salon Tour; Request Off; On Account/Waiver of Charges; Cash Count

Essentials: TRIM Classic Barber & Legendary Beauty Mission Statement The TRIM family is a team of individuals whose passion is to make an honest difference in our world. We are goal-oriented, eager to teach and learn while finding and creating beauty together with one ethical mind.

About TRIM At TRIM Classic Barber & Legendary Beauty, guests get what they deserve—the finest hair, shave, and beauty comforts in a pristine-but-cozy, 1940s-vintage setting. The salon is tucked away in one of Nashville’s funkiest little neighborhoods, just minutes from downtown and a few blocks from Music Row and Belmont University. TRIM’s unique combination of retro environment, cutting-edge stylists, unmatched service, and unpretentious comfort has brought us both a devoted local following and national acclaim. TRIM provides each of its guests with an unmatched level of personal attention, giving them the look they’ve always desired and providing New York-level professional advice at every step. A CitySearch and Nashville Scene favorite, TRIM’s friendly staff, New York-quality cuts, color and makeup, and bend-over-backwards service make it the salon experience guests actually look forward to. Everyone deserves a little TRIM.

Division of Management Responsibilities Management at TRIM Classic Barber & Legendary Beauty is divided into four levels of management responsibility: the General Manager, the Assistant Manager, the Floor Manager, and the Guest Care Manager. Together these four members ensure the success of day-to-day business and upcoming endeavors for the salon.

General Manager The General Manager regulates all management teams, salon policies, guest care processes, freelance agency administration, financial planning and organization, education program oversight, human resources, and new ventures development.

Assistant Manager The Assistant Manager is responsible for the oversight of the full spectrum of task management issues in the salon. Other responsibilities include management of inventory processes and efficiency, scheduling for the apprenticeship team, vendor contact, education program supervision, and special event coordination. In the absence of the GM, the AM is also responsible for the coordination of the overall management activities of the salon and is the second “go-to” person for guest situations which require management. Initially the Guest Care Manager is the first point of contact for resolution of floor issues. The GM is the final contact. The AM is empowered to delegate various responsibilities as seen fit to ensure efficient operations and will work closely with other members of management to do likewise.

All employees can and should report to the AM in all matters relevant to the following: • ProSolutions processes (top to bottom) • Delegation of product, inventory, equipment, and supplies management • Delegation of daily banking and errand coordination • Salon point-of-contact for all vendors and manufacturers • Assistant to GM in product development, business plan evaluations, information management, education development, and general and precise salon planning and scheduling This position is not designed to be the initial floor support for the salon. It is a position designed to care for the efficiency of operations in the business. It requires an undistracted focus on each task in extreme detail at times.

However, in the absence of the GCM, a sense of priority will be given by the AM to matters of guest care, floor coordination, and apprentice management in like manner. In such cases, delegation may occur to compensate for changing floor needs.

Floor Manager The Floor Manager serves as the liaison between the stylist and apprentice teams and upper management. The FM is in charge of the planning and execution of the TRIM University Leadership Training Program as well as all other aspects of salon education, including the scheduling of guest artists and outside education events. The FM also acts as mentor to the apprentice team, providing them with guidance and direction not only in maintaining the cleanliness and functionality of the entire salon but also in each apprentice’s growth and development as a young stylist.

Guest Care Manager The Guest Care Manager is responsible for the direct management of the guest care team. This includes all issues relevant to the operations of the desk, scheduling appointments, ProSalon operations, bank deposits, and daily closeout reporting as well as handling customer service issues when they first arise.

The GCM is the “go-to� person for the desk staff and the first point of contact for guest care. The GCM is responsible for maintaining the knowledge of which employees and guests are forthcoming, present, and in the phases of their appointment times. Before a guest is passed along to stylists and apprentices, the GCM must ensure the quality of experience a guest receives. Duties also include carefully managing phone verbiage and professionalism in communication. Phone inquiries are the most vital contact and can create or disable a relationship instantly. The initial guest contact and experience is the most important moment in the conduction of our business.

This position is not designed to function as the Assistant Manager or the point of contact for apprentice issues. While the AM handles some basic functions of guest care, the GCM manages the initial inflow of information and the oversight of daily operations. However, in the absence of upper management, the GCM is fully responsible for conduct and efficiency of the apprentice team and the stylist team.

Essentials: Daily Duties Opening the Salon The guest care employee scheduled to open the salon should arrive at 7:30 a.m. Monday through Saturday and at 8:30 a.m. Sunday. There are also several responsibilities that should be completed before opening each morning.

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Enter the salon through the side door and promptly turn off the alarm with your personalized alarm code provided to you by TRIM.

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Turn on the computer at the front desk and clock in.

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Switch the phone setting to DAY and IN GREET. If these settings are not put into place, the phones will not ring in any other location throughout the building and phone calls will be transferred directly to voicemail after the second ring.

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From the moment you arrive you are expected to answer the phone when it rings.

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Check the voicemail if the blue voicemail button on the phone is flashing. To retrieve messages, pick up the receiver and press the voicemail button. Listen to each message and return all calls promptly.

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Help apprentices turn on all lights (including the Beauty Bar) and open the doors to all color rooms.

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Count the cash in each register drawer in the locked cabinet, and record your totals on a new cash count sheet found in the folder beneath the drawers. Verify your totals with those from the previous night’s closing.

(More information on cash counts can be found in the Money-Handling section of this manual.)

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Lock the Pod cash back in the cabinet, and bring the cash drawer to the front desk.

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Clean and vacuum behind the front desk and pod.

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At ten minutes before the salon opens (at the very latest), unlock the front door.

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Check the appointment waiting list to see if any openings have become available. If so, please call the guest promptly to let them know.

Retrieve a copy of the Daily Duties Checklist and check off the completed tasks. (Copies of this checklist are kept in the Forms and Templates section of this manual.)

Daily Duties After opening has been successfully completed, continue through the Daily Duties Checklist.

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Begin confirmation calls by 9 a.m.

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Perform follow-up calls by 11 a.m.

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Check the appointment waiting list again to fill any cancellations that may have occurred during confirmations.

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Fill out Thank You cards.

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Thoroughly dust all counters and shelves at the front desk and the pod.

Sweep out from behind each desk as well.

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Stamp tip envelopes.

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Stock business cards if they are running low.

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Check the Product Waiting List and notify guests each time we receive shipment. (The Product Waiting List can be found in the Forms and Templates section of this manual.)

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Perform cash counts throughout the day to verify that cash amounts are correct. Midday cash counts should be performed at 10:30, 1:30, 4:30, and 7:30. (Again, information on cash counts can be found in the Money-Handling section of this manual.)

Essentials: Telephones The guest care representative provides the first impression for each guest whether this impression is given by telephone or face-to-face. Answering phones is one of the most important responsibilities of guest care. Ideally telephone calls should be answered within two rings—letting the phone ring more than four times is unacceptable.

Answering Etiquette Use this greeting: “Thank you for calling TRIM. This is [your name]; how may I help you?” Remember to smile while you’re on the phone, as a guest can actually hear the smile in your voice.

If you are with another guest, whether on the phone or in person, state to the new caller that you are “currently assisting another guest,” and ask, “Can you please hold?” If the caller responds with a “no,” say, “I understand. May I get your name and number so I can call you right back and take care of you?”

If someone has been on hold once, do not put her on hold again. Our goal is to limit the hold time to no more than two minutes and no more than once per call. We discourage letting the phone go to voicemail, but this is better than providing inadequate service during a hurried conversation.

It is important that the phones be set to IN GREET during business hours.

Should a guest be on hold longer than expected and be rolled over to voicemail, this voicemail greeting will ensure the guest knows we are experiencing higher than normal call volume and will return her call promptly.

Guest care employees will encounter a wide variety of telephone conversations that include appointment booking, employee inquiries, urgent calls, daily confirmation and follow-up calls, and incoming and outgoing messages.

Appointment Booking The most important phone calls we receive are from guests hoping to make an appointment. In this case, ask if the caller has been to TRIM before.

If the caller is a returning guest, immediately ask for her last name. Locate her in the computer and while still engaging her in conversation, read any pop-ups on her account, confirm her telephone number, and check her history to see which stylists she has seen and which services she has received before. Some guests will tell you right away what they need, but others will wait for you to ask.

For example, you might start with, “Would you like to schedule a haircut and highlight with Jennifer?” You should, of course, ask using the stylist’s name and services that you encountered in the history file. Next, find out what times work for the guest’s schedule and go from there. Remember to thank the guest for choosing us!

If the caller is a new guest, thank her for calling and then get as much of her information as possible! This includes first and last name, two telephone numbers, a mailing address and how she heard about TRIM. Other questions to keep in mind include •

“What services would you like to book today?”

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“Would you like to come in as soon as possible?”

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“Have you been referred to a specific stylist?”

Remember to offer all guests—especially new guests—our bend-overbackwards service! Also, although all of our stylists are extremely talented and have been through our intensive training, sometimes a new guest will ask for your personal opinion. You might hear something like, “I know you’re supposed to say everyone is great, but who do you think is the best for my hair type or for this specific service?” If the guest persists, give her what she wants. Look at the schedule and pick a stylist who has an opening coming up. The guest will feel like she’s getting inside information, and we’ll be filling a sizable gap in the schedule that might have otherwise remained empty.

More specific information can be found in the Appointments section of this manual.

Daily Calls Guest care associates make two types of phone calls each day: confirmation calls and follow-up calls. Be sure to check a guest’s information before calling, because some guests do not require one or both of these calls.

Confirmation Calls Confirmation calls are given to our guests two days before their appointments, allowing them a large enough window to cancel or reschedule without being considered a no-show. Both desk employees should begin confirmations at 9 a.m. To access the Appointment Confirmation list, complete the following steps: •

From the ProSalon drop-down menus, select Appointments → Appointment Confirmations.

The Appointment Confirmation tool automatically displays the next day’s appointments. Click Cal.

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Select your name from the Confirmed by: drop-down list.

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Select the appropriate guest from the Unconfirmed Appointments window. The guest’s name will appear in the Selected Appointments window along with the services she will be receiving with each stylist and the times for each of these services. Guest-specific Pop-Up Notes and Appointment Notes will appear each time a guest is selected as well.

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Call the guest at the contact number listed at the top of the window and confirm the appointment using the following script: “Hello, [guest’s name]. This is [your name] from TRIM, calling to confirm your appointment at [appointment time] on [appointment day] with [stylist’s name] for your [services listed]. If you have any questions or need to cancel or reschedule, please call us at least 24 hours in advance at (615) 269-8029. Otherwise, we’ll see you two days from now on [date].”

Remember to remind gentlemen of our complementary shoeshine service.

If a guest has multiple appointments, make sure to mention all stylists and services that are booked.

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After hanging up with the guest, refer to the Results portion of the Confirmation tool and mark whether you confirmed, left a message for, or couldn’t reach the guest. Then move on to the next appointment to be called.

Confirmation calls should be completed by 11 a.m.

Some of our guests request to have their confirmations emailed to them. To process an emailed confirmation, complete the following steps: •

From the internet, go to www.gmail.com and sign in to the Guest Care Email Account.

Username: trimclassicbarber.beauty Password: ea$y1234

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Send the following message to the email address listed in the guest’s client information file: Subject: Appointment Confirmation with TRIM Classic Barber & Legendary Beauty Hello, [guest’s name]!

This email is to confirm your upcoming appointment on [appointment day], [appointment date}, at [appointment time] with [stylist’s name] for [service booked]. Should you have any questions or need to cancel or reschedule, we ask that call us at least 24-hours in advance at (615) 269-8029.

We look forward to seeing you then! [your name] Guest Care Team Member

If a guest calls before confirmation calls are completed and books an appointment for the day being called, make sure to mark the appointment as confirmed by right-clicking the appointment and selecting Confirm Appointment from the drop-down menu. It is not necessary to reconfirm appointments that have just been booked for the following day.

On the appoint screen, guests who have been confirmed have an asterisk beside their names. Guests who have had a messaged left for them have an exclamation point. Those who could not be reached are marked with a question mark.

When a guest cannot be reached during confirmations, an appointment note needs to be added explaining the reason: disconnected number, no voicemail, wrong number, or any other explanation.

Follow-up (or Day-After) Calls After completing the confirmation calls, begin calling the previous day’s guests to follow up on the services they receive.

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From ProSalon’s home screen, select the Calendar icon.

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Next, click the Back Arrow [<] located in the top-left corner of the screen to view yesterday’s appointments.

Beginning with the uppermost guest in the left-hand column, perform the following steps: •

Right-click the appointment and select Guest Information from the drop-down menu. Read the pop-up message to see if the guest requests that we do not follow up on their appointments.

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Click Keep on the Pop-Up Message window, and dial the appropriate contact number from the Guest Information screen. Click Accept to return to the Schedule screen.

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Use the script below to follow-up on the previous day’s appointment: “Hello, [guest’s name]. This is [your name] from TRIM calling to follow-up on your services with [stylist’s name] yesterday. If you have any questions or would like to book your next appointment, please give us a call at (615) 269-8029. Thanks again, and we look forward to seeing you soon!”

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After completing the day-after call, right-click on the appointment and select Appointment Info from the drop-down menu. In the space allotted, make a note (typically, “ddac” – short for “did day-after call”) to signify that the call has been completed and follow it with your initials.

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If the guest requests that there be no follow-up calls or the guest’s history notes long-term presence in the salon, set a pop-up denoting “No DAC”. From the appointment screen, right click on the guests appointment and select Set Attribute from the drop-down menu. Using the Attribute Tool, place a checkmark in the box next to “No Day After Calls” and click Set. This places an “N” next to the guest’s name, showing that no follow-up call was made.

Follow-up calls must be completed by noon.

Also, if a guest calls regarding a service they received earlier in the day or the day before, put a note on the original appointment stating this. It is not necessary to perform a follow-up call if the guest has already informed us of their level of satisfaction.

Phone Greetings There are four outgoing message that are tied to TRIM’s voicemail; these are what a guest hears when the salon is closed or, in the rarest of circumstances, when we are unable to answer their call. These messages are indicated on the information screen on the phone at the front desk by DAY, NIGHT, NIGHT2, and HOLIDAY.

DAY “Thank you for calling TRIM Classic Barber & Legendary Beauty. We are currently experiencing a high volume of calls. If you would like to leave a general message or a message regarding appointments, please press 1 now. If you would like to leave a message for our salon director or if you are calling regarding freelance, please press 2 now. If you are a guest calling about special ordering a product, or if you are a distributor, vendor or manufacturer, please press 3 now. Once again, thanks for calling, and as always, you deserve a little TRIM.”

NIGHT “Thank you for calling TRIM Classic Barber & Legendary Beauty, located in the heart of the 12South District at 2315 12th Ave South between Linden and Elmwood Avenues. Our business hours are Monday, 8 a.m. to 6 p.m.; Tuesday

through Thursday, 8 a.m. to 9 p.m.; Friday, 8 a.m. to 8 p.m.; and Saturday, 8 a.m. to 5 p.m.; we are currently resting on Sundays. If you would like to leave a general message or a message regarding appointments, please press 1 now. If you would like to leave a message for our salon director or if you are calling regarding freelance, please press 2 now. If you are a guest calling about special ordering a product, or if you are a distributor, vendor or manufacturer, please press 3 now. Once again, thanks for calling, and as always, you deserve a little TRIM.”

NIGHT2 (used for meeting and education closings) “Thank you for calling TRIM Classic Barber & Legendary Beauty. We are currently closed for staff meetings and advanced education training. If you would like to leave a general message or a message regarding appointments, please press 1 now, and we will promptly return your call when we resume our regular hours tomorrow. If you would like to leave a message for our salon director or if you are calling regarding freelance, please press 2 now. If you are a guest calling about special ordering a product, or if you are a distributor, vendor or manufacturer, please press 3 now. Once again, thanks for calling, and as always, you deserve a little TRIM.”

HOLIDAY “Thank you for calling TRIM Classic Barber & Legendary Beauty. We are closed today, [specific dates closed], in observance of the holiday. If you would like to leave a general message or a message regarding appointments, please press 1 now, and we will return you call when we resume our regular hours on [date of return]. If you would like to leave a message for our salon director or if you are calling regarding freelance, please press 2 now. If you are a guest calling about special ordering product, or if you are a vendor, distributor, or manufacturer, please press 3 now. Once again, thanks for calling, and happy [name of holiday] from your friends at TRIM.” Occasionally, the holiday greeting will need to be used for closures due to inclement weather. When this occurs, use the general holiday script, explaining the reason for the closure and substituting the dates and times of closings and re-openings.

To change the DAY and NIGHT greetings, complete the following steps: •

On any telephone, press PROGRAM, then immediately press HOLD.

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Enter the password “456#”, and quickly press “611#”.

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To record the DAY greeting, press 1. To keep the current DAY greeting, bypass it by pressing #.

At this point you may record the NIGHT greeting or bypass it by pressing # to record the DAY2 or NIGHT2 greetings.

To change the HOLIDAY greeting, complete the following steps: •

On any telephone, press PROGRAM, then immediately press HOLD.

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Enter the password “456#”, and quickly press “61540#”.

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To record the HOLIDAY greeting, press 1. Follow any other prompts given by the voicemail system.

Other Phone Calls Employee Inquiries If a caller asks to speak to a stylist or apprentice, first find out who is calling and what it is regarding. If the stylist is with another guest, take a note on the message pad. Use your better judgment.

If the caller asks to speak to a member of management, find out the same information before contacting the office. If no one unavailable, politely offer the caller the appropriate voicemail box or take a message.

Refer to the section below on proper messaging procedures.

Urgent Calls If the matter is an urgent guest issue, including problems with recent appointments, notify the stylist and a manager as soon as possible. If you are unable to deliver a message yourself, have an apprentice or another desk person deliver it for you.

An urgent call may also include calls from a fellow employee’s child care. If a school or babysitter calls, find out immediately if there is an emergency and if so, have an apprentice or a manager locate the employee immediately.

Messages All messages are to be recorded onto the message pads located at each guest care work station.

When taking a message, be as thorough as possible with the information you obtain. A full name and telephone number (even if we have it on file in the computer) is required. Also find out what the call is regarding specifically. Be sure to record the date and time of the call along with initialing the message in case the recipient has any questions.

Again, all messages are to be written in the message pad, not on scratch paper.

Messages must be delivered in three ways: • Hand-delivered from the message pad • Sent electronically through ProSalon • Sent in duplicate to the General Manager through ProSalon If the message has a sense of urgency, hand-deliver a copy of the message to the GM immediately. These include redo appointments or if the guest needs to be taken care of before leaving town. Be sure to follow-up!

If the recipient of the message is working, deliver the message immediately or have an apprentice deliver it for you. If he or she is not working, put it in the black tip/message box located at the front desk. At closing, attach any nonretrieved messages to their stylist’s travelers to ensure that they are read as soon as possible.

To send a message via ProSalon, complete the following steps: • From the ProSalon drop-down menus, select

Other → Messages → Send Message.

The Send Message tool will appear on the screen.

• Type your name in the From: box, and select the recipient from the Send To: drop-down list. The date is automatically filled in with today’s date.

• Complete the Message: portion of the window with as many details as possible, including all the same information listed in the message pad.

• Place a checkmark in the appropriate box next to Returned your call, Please call back, or Will call again. Review the message for correctness, and click Send.

Again, all messages are relayed three times: hand-delivered to the stylist, electronically to the stylist, and electronically (in duplicate) to the GM. This ensures that messages are consistently followed-up on at all times.

Also, be sure to write down messages in your personal Guest Care Notebook. This will ensure that you follow-up with the stylists and your fellow teammates that messages were delivered and that our guests were taken care of. More information on Guest Care Notebooks can be found in the “Guest Care Basics” section of this manual.

To retrieve a message via ProSalon, complete the following steps: • From the ProSalon drop-down menus, select

Other → Messages → Get Message.

• In the Messages window, select your name from the Messages waiting for: drop-down list.

You can only view your own messages.

Essentials: Appointments As stated earlier, the most important phone calls TRIM receives are to book appointments, and it is in this area that the guest care team must be spot on.

Booking Guests When scheduling an appointment for a guest, it is crucial to provide the bendover-backwards service for which TRIM is known. The following steps will ensure that happens.

Ask if the guest has been here before.

If the guest has been here before, search for her in the ProSalon database.

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From ProSalon’s home screen, select the Calendar.

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In the purple bar at the top of the schedule, enter the guest’s last name and press Enter. Don’t be afraid to ask for the spelling to ensure the proper booking!

Select the guest from the list of names that appears in the window.

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Read the pop-up window that appears!

A blue number will also appear beside the Client box; this is the Client Number. ProSalon books appointments by client number rather than name, so it is essential to verify that the correct client number is displayed before booking.

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From the schedule drop-down menus, select: Guests → Guest Information File.

Key in the Client Number, and press Enter.

Read the pop-up window that appears!

It is very important to check a guest’s information before continuing the booking process as often an appointment- or a stylist-specific pop-up will appear that can help in the booking process.

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While in the Client Information window, verify the guest’s telephone number and check the guest’s history to see what services she has received in the past.

If the guest has not visited TRIM before, she needs to be added to our database.

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From the ProSalon schedule screen, right click on Client located in the purple bar at the top of the screen.

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Enter the guest’s first and last name, phone number, gender, and how she heard about us. Click More.

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Complete the Client Information screen with the name, address, and two phone numbers if possible. Also, ask her how she heard about us and select the best response from the Referred By drop-down menu. Be sure to mark the guest as male or female and thank them for choosing TRIM!

If the guest is scheduling for a friend or family member, make sure to schedule the appointment under the name of the person actually receiving the service.

Get as much information about the correct guest as possible, and if the person booking gives you his or her telephone number as a contact, make sure to set a pop-up clarifying with whom the appointment should be confirmed.

Ask what service(s) the guests would like to schedule.

If she knows what she wants, move on to the next step.

If she isn’t sure of the service, ask questions!

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Does she need a chemical service?

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Would she prefer to set up a complimentary 15-minute consultation first?

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Consult the Chemical Services section for further information on booking colors, highlights, perms, or relaxers.

Find out if the guest prefers a particular stylist.

This is where the guest’s history comes in handy. After seeing what stylist and services the guest received last time, you might say, “Would you prefer to see [previous stylist] for your next cut and color?”

If the guest is looking for a first available, find out what that may be and go from there.

If the guest prefers a recommendation—some guests really want you to give them a name—consult the book to see who has an opening. Mention this stylist by name and comment on how rare it is that they have an opening so soon.

Ask if the guest has a specific date in mind.

If so, find out who is available and proceed.

If no, ask if she prefers a first available. If she is scheduling multiple services, make sure the stylist has a sufficient amount of time to complete the services before offering that time to the guest.

To view a particular stylist’s week on the schedule, do the following: •

From the schedule screen, right-click the stylist’s name.

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Select Go to Week View from the drop-down menu. The stylist’s week will appear.

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Select Calendar from the schedule menus, and click on the date the guest would like to come in.

Book the appointment.

The schedule is set up as a grid with each row representing a 15-minute increment of time and each column a stylist.

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Select the desired service from the Service drop-down menu located in the purple bar at the top of the screen.

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Left-click on the Schedule where the desired time and stylist meet to temporarily block out the appointment; a blue rectangle will appear. This

is your placeholder, and it shows the exact amount of time each stylist books for each service when you click throughout the appointment screen.

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Right-click within the placeholder and select the appropriate guest type from the drop-down menu that appears.

Request – the guest asked for this stylist by name New Request – the guest is new and asked for this stylist by name Non Request – the guest did not ask for a stylist by name New Non Request – the guest is new and did not ask for a stylist by name Referred - the guest was referred from one TRIM stylist to another Bumpable - the guest is a TRIM employee or family member and can be unbooked for a guest who will pay in full Never mark a guest as No Type because this affects a stylist’s productivity numbers that are reviewed by the General Manager.

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Continue booking any services the guest would like to receive. Be sure to verify the appointment with the guest by repeating back to them the date, time, stylist, and services they require.

If the guest books for the next two days, be sure to mark them as confirmed.

Finally, thank the guest for calling and say good-bye!

Rescheduling Guests If a guest can’t make it to the salon for their appointment and needs to reschedule, there are several steps that must be followed.

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When the guest calls to reschedule, if it is within 24-hours of their appointment, be sure to first mark her as a No-Show by right-clicking on the appointment and selecting Mark as No-Show from the drop-down menu. If the guest is a no-show, refer to the Cancellations section of this manual to see how to proceed. If the guest reschedules and it is not within 24 hours of the appointment, do not mark her as a no-show.

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After marking the guest as a no-show or not, right-click on the appointment and select Reschedule from the drop-down menu.

If the guest is a no-show, the Cancellation Charge window will appear.

Select Charge 50.0% of Service Price and click OK. If the guest has cancelled or rescheduled due to a true emergency or illness, select No Charge and click OK. The appointment will disappear and the cursor will become an arrow with a question mark.

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Search for the desired appointment time just as you would in scheduling an appointment and left-click the schedule on the appropriate time and stylist. The appointment will reappear on the screen.

If, for any reason, a stylist is unable to perform a service at the originally scheduled date and/or time, there are several steps that must be followed to properly rebook them.

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Block out the time in which the stylist is unavailable. Select Blockout from the Service drop-down menu and the length of time from the Time drop-down menu. Book the blockout as an appointment.

The Select Blockout window will appear. Select the blockout type from the list, and it will be booked appropriately.

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Right-click the appointment and explain the blockout in the appointment note. Be detailed, whether it is a sick day, freelance, or vacation.

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Find out from a manager or a stylist where you should attempt to move the guests.

In the case of sick days, the stylist may have to open another day to make up for the time missed. If the stylist says it is all right to move the guests to his off time, remember to make a note of it in the blockout information window.

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Call each guest to reschedule.

If you reach the guest, apologize to her for the inconvenience. Try to find the next available appointment that fits into her schedule. Reschedule the guest and mark her as moved.

o Right-click on the appointment and select Set Attribute from the drop-down menu. o Mark the guest as either “Moved Once” or “Moved Twice.”

Moved Once marks the guest with a “>” symbol, while Moved Twice marks a guest with a “~”. Typically, TRIM will do everything in its power not to reschedule a guest three times. If either of these attributes is already present next to the guest’s name, consult a manager before rebooking.

If rescheduling proves difficult, take down the guest’s name and number as you would a phone message and assure her that we will consult with her stylist to see when he might be able to work the guest in. Deliver the paper copies of the message appropriately, send the electronic message via ProSalon, and write down the event in your Guest Care Notebook.

Remember to follow up!

If you are unable to reach the guest, leave a message stating that unfortunately the stylist is unable to see her at the guest’s originally scheduled time and ask her to please call us back as soon as possible.

Mark the guest as confirmed to prevent her from accidentally receiving a confirmation call.

If the guest has other appointments that day with another stylist, find out whether the guest wishes to reschedule both appointments or just the one we are asking her to move.

More information on blockouts can be found below.

Wait List If a guest cannot get in with her preferred stylist, offer the guest a place on the stylist’s cancellation list.

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From the Schedule drop-down menus, select Wait List → Place on Appt Wait List.

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Type the guest’s last name in the box next to Guest in the Place on Appointment Waiting List window. Press Enter.

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Select the guest name from the drop-down list.

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Select the stylist and service from the respective drop-down lists.

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Enter the date range the guest would like to come in.

Click Cal and select the first date from the calendar that appears. Click in the box under From.

Click Cal again and select the second date from the calendar. Click in the box under To.

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Below the Effective Date Range, choose the earliest time the guest will be available and the latest they will be available.

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Add any special notes. If the guest has an appointment booked, note the date, so we are sure to delete it should the guest get in earlier. Click Save.

Check the Waiting List at least twice daily or anytime a stylist has a cancellation.

Other Booking Matters Puzzle-Piecing As aways, we want to maximize our stylists’ time in the salon!

When booking appointments for a guest, always first ask if she prefers a certain day or time of day. If the stylist already has an existing appointment scheduled that day, offer the first available appointment immediately before or immediately after the existing appointment, according to the guest’s preference of approximate time of day.

Think of the schedule as a Tetris board; always avoid leaving white space on the schedule by stacking appointments as though they were the pieces in the game.

Another way to “smart-book” is to think of a preexisting break as an appointment and offer the times directly before or after.

Breaks and Blockouts Each stylist is permitted a 30-minute Break each day. A break is booked as a thirty-minute blockout, typically in the middle of a stylist’s day, that can be moved up or down thirty minutes to allow for the most effective puzzlepiecing. Breaks can sometimes be removed to accommodate a color or highlight booking.

Any other blockout on a stylist’s daily schedule must be approved by a manager, no exceptions. This includes guests on the waiting list that we might have called about an opening; we do not reserve the appointments without actually speaking to the guest.

If you are given permission by a manager to place a blockout, always put a note with a detailed explanation, today’s date, and your initials. If a blockout is entered because of a stylist’s time-off, you must indicate the date the stylist is making up that day. The other types of blockouts and their meanings are listed below.

1-on-1 - a meeting between a stylist and a member of management Event - a special in-salon event, such as ‘Stache Bash or Freestyle Hair Jam, or an out-of-salon event, such as a salon trip or hair show Education - TRIM University Stylist Training classes, in-salon education events with guest artists, or blockouts for educational travel Stylist Request - used for everything from an hour to run an errand, to come in late, or to take vacation Meeting - salon meetings, guest care meetings, apprentice meetings, managers meetings Appointment Hold - used to hold space on the book when we have called a guest to reschedule to a certain spot due to a stylist running behind or having to leave Sick Day - when a stylist is out sick Note-STYLIST - a note to the stylist whose book it appears on Note-GUEST CARE - a note to guest care from the stylist whose book it appears on Makeup Day - day opened to makeup for time missed due to sickness or requested time off Freelance - used any time a stylist is performing services outside of the salon; freelance bookings are handled by the General Manager

Chemical Services One of the challenging parts of scheduling for a stylist involves correctly booking chemical services.

When booking chemical services alongside haircuts, always book the chemical service before the haircut in ProSalon.

If a guest has never received color before, determine what color service they require. Instead of booking for a standard chemical service, most stylists require you to book the service as “Color – NEW” or “Highlight – NEW” to allow for extra consultation time and processing time so the stylist can perform the service satisfactorily. If the guest wishes, we can also set them up for a complimentary 15-minute consultation before booking a full color service.

Relaxers and Perms cannot be booked without a consultation beforehand! This is to ensure that the guest’s hair is able to withstand the chemical process and that the appointment is booked for the proper duration; in some cases, the guest might simply need help styling his or her hair in lieu of a chemical wave or straightening.

Do not schedule a chemical service any later than 2 hours before the salon’s closing time. With stylists that require Open-Booking (see below for more information), a color service cannot be scheduled any less than 3 hours before the salon’s closing time. This is to ensure that the desk staff and apprentices are not here until 11 p.m. on weeknights!

Open-Booking Open-booking is a method of scheduling in which some stylists perform combined chemical and haircut appointments more efficiently.

Single open-booking essentially books a combination haircut and color service or haircut and highlight service for a shorter amount of time than if they were booked separately. Whereas booking a separate color appointment and a separate haircut appointment for a guest offers blowout time for each service, single open-booking eliminates the time for this additional blowout. This creates the potential of booking another guest.

True, or double, open-booking allows a stylist to essentially perform a color and cut service on one guest and then perform another service on another

guest while the first is processing. An apprentice usually assists with shampoos and scalp massages.

Unless a guest’s pop-up specifies otherwise, those seeing an open-booked stylist MUST be open-booked when chemical and haircut services are booked together—the desk cannot “squeeze in” an appointment without the stylist’s permission.

Please note: Only haircuts can be booked in the middle of a true open-booked appointment, unless you get permission to do otherwise.

Refer to the Open-Booked group on ProSalon’s appointment screen for the list stylist who open-book.

Essentials: Services Stylists provide a wide array of services, and the charge varies for each stylist depending upon his or her level of experience and expertise. Consult ProSalon or the price list at the back of this manual for more detailed information.

Haircuts Haircut A haircut includes shampoo, scalp massage, and a supermodel blowout.

Gentlemen also receive a hot towel treatment and complimentary shoeshine.

Children’s Children’s haircuts are provided for those age 7 and under. This is a half-hour service that includes a light shampoo, haircut and light blow-dry.

Bang/Neck Trim TRIM offers complimentary fifteen-minute appointments to cut bangs or neck re-growth. We offer only one between each haircut unless a stylist approves more. Bang trims are only scheduled 45 minutes into a men’s cut or 45 minutes into an un-booked hour—NOT at the beginning or end of a stylist’s day and always with the guest’s regular stylist.

Do not book bang trims into a NEW men’s haircut, as that extra 15 minutes is often needed for a thorough consultation and the full guest experience.

Also, no more than 2 bang trims should be booked in four-hour period.

Bang Trim - NEW TRIM offers a $15 bang trim to NEW guests who are not quite ready for a haircut. These appointments also book out at fifteen minutes and are scheduled the same as a regular bang trim. However, Bang Trim – NEW can only be booked one time per guest. The guest is told by the stylist during the bang trim that

the next service they will receive is a haircut. New bang trims can be booked with any stylist.

Finishing Work Blowout Blowouts are styling services with the use of round brush and blowdryer only; see the Brides, Blowouts, and Special Events section for further details.

Special Event Hair Special event hair is a styling service with use of hot tools; consult the Brides, Blowouts, and Special Events section for further details.

Styling Lesson TRIM also provides a two-hour, detailed styling instructional that shows the guest how to properly use hair product and tools to achieve the same blowouts at home. This lesson includes hands-on instruction on her own head with the stylist present to observe and correct.

Chemical Services Color A color is the application of all-over hair color without foils. The starting color price is the same whether the stylist balances ends or simply retouches the new growth. There is no distinction in price. It is the stylistâ&#x20AC;&#x2122;s discretion to either add or omit color to part or all of the hair.

Highlight A highlight is the application of lightener and/or color using foils. This is a fullhighlight service, i.e., more than 12 foils on anyoneâ&#x20AC;&#x2122;s head. It can be highlights via lightener, high-lift color, or lowlights.

Color and Highlight A color and highlight is the combination of a color application and a full highlight.

Color and Per Foil This is the combination of a color service plus 12 or fewer foils of any color or highlight variation. Per foils cannot be booked by the desk; this service is booked as a Color and Highlight. This must be discussed and charged on the ticket by the stylist.

Camo Color Camo Color is a ten-minute color service for men who only want to blend their grey away. The appointment books for 30 minutes to include a consultation, shampoo and quick blowout. This service is $60 for all stylists.

Toner A toner is charged usually only with another color service, rarely independently.

It is not priced or timed to include a blowout. It always involves â&#x20AC;&#x153;controllingâ&#x20AC;? an underlying pigment (usually as part of another color service). Toners cannot be booked separately. They can only be added by the stylist during an existing service, and then charged upon checkout.

Colorshine A colorshine is considered to be a toner plus a blowout. They are booked when a guest just needs a quick refresher on the overall tonality of her hair between her regular color or highlight appointments.

Basebuster A basebuster is a highlight-blending chemical service: color lifting applied strictly to re-growth. Basebusters are only scheduled if the guest has received the service before or if approved by a stylist.

Brow Tinting Brow-tinting occurs when color is applied to eyebrows.

Additional Mix An additional mix is a $25 charge that accounts for color used beyond the fullhead application of color (80 ml). Additional mixes are never to be booked in ProSalon; this service is only used at checkout.

Corrective Color Corrective color books out for three or more hours. This service has no charge up front when booking as it depends on the stylist’s consultation with the guest. There are three different types of corrective color and they are each priced differently.

A tint-back fits into the category of “color.” If other services which include foils are agreed upon, they can be charged as “per-foil” added, or “highlight” added.

Tint-backs require an instant additional mix charge because the hair has to be “filled” before the color can be applied.

A color correction includes any variation of color involving foils. All color corrections, after evaluated, should fall into the scope of “color & per-foil,” “highlight,” or “color & highlight.” Color corrections may also involve “tint-back” scenarios, but they should always be priced within the above service categories.

Color remover is used to removed chemical hair color from the hair without lightening the natural pigment. This twenty-minute service is performed in conjunction with another corrective color service at a $55 charge. It cannot be booked independently.

The three types of corrective color are not to be discussed with the guest over the phone. This protects us from a guest saying, “The person of the phone said it would only cost this much.” Corrective colors are only priced during the consultation. If a guest pressures for a quote, always give the highest possibility, such as: color remover + color + highlight + one or two additional mixes.

Perms and Relaxers A perm is a chemical service which permanently provides wave pattern to hair.

A consultation is required prior to booking this service.

A relaxer is a chemical service which permanently provides straightening pattern to hair. A consultation is required before booking this service.

Keratin Complex Smoothing Treatment Keratin Complex Natural Keratin Smoothing Treatment by COPPOLA is a specially-formulated, revitalizing and rejuvenating treatment for the hair that reduces up to 95% of frizz and curl. This advanced formula restores and restructures hair by infusing a special blend of natural keratin deep into the cuticle. The keratin is bonded into the cuticle by the heat of the flat iron to relax the hair’s sub-cuticle layer. This results in the hair being more manageable and taking much less time to style; it will be noticeably softer and straighter, with added life and shine as well as a lengthened look.

Keratin Treatments can be booked in conjunction with haircuts and other chemical services; however, a consultation is required before any keratin treatment can be booked.

When checking out a Keratin Treatment, a shampoo and conditioner is included in the service price. After scanning each product, discount them to zero; this ensures proper inventory maintenance.

Makeup Brow Shape TRIM’s brow shape is a precision eyebrow shaping with the use of tweezers, not wax. It books as a thirty-minute appointment and includes a full consultation— just like a haircut!

Makeup A makeup application is for standard everyday makeup wear.

Makeup Lesson A makeup lesson is a two-hour makeup instructional. Inform the guest to bring all her makeup with her for review with our make-up artist. Makeup lessons include a detailed makeup application and brow shape lesson.

Special Event Makeup Special event makeup occurs when the makeup is needed for events requiring long-term wear, including weddings, balls and banquets, and photo or video shoots. Special Event Makeup includes Lash Application.

Lash Application A lash application is the temporary application of false eyelashes whether individual lashes or a strip. Lash applications are often included in special event makeup services.

Waxing TRIMâ&#x20AC;&#x2122;s waxing services are limited to lip or chin waxing for feminine hair removal. Wax is never used in brow shaping.

Specialty Services Deep Treatment A deep treatment is a thirty-minute conditioning treatment which requires the use of heat in the service. Per recommendation, the service does not include a blowout; however, if a guest wishes her hair to be blown out the service can be added at an additional cost.

Leave-In Strengthener Leave-in strengtheners are conditioning serums combed through the hair after the guest is shampooed. They are formulated for different hair types and color types. Leave-in strengtheners are added to any service for an extra $10.

Scalp Massage Performed with a blend of tea tree, lemon, sage, rosemary and cypress essential oils, TRIMâ&#x20AC;&#x2122;s scalp massage is included with every cut or color, but also available for a minimal fee on-demand.

Shoeshine A complimentary shoeshine is included with every cut or color or available for guests to drop off a maximum of three pairs for $5 a pair.

Steam and Shave The classic barbering experience, the steam and shave is a thirty-minute steam towel and shave treatment especially for the guys.

Beard and Mustache Trims These services are for the gentleman who wants his beard or mustache professionally maintained.

Extensions TRIM offers a variety of options for extensions, whether temporary clip-in wefts or permanently fused or sewn-in strands. All extensions services are priced and booked by consultation only.

Essentials: Blowouts, Brides, and Special Events Blowouts and Special Event Hair If a guest would like to book any styling service on its own (without a cut or color service), always ask, “Would you like a supermodel blowout or is this for an event?” When they ask the difference, here’s what you can say: •

We define a supermodel blowout as a blow dry and style using only a brush and hairdryer. It books out for an hour and the charge is typically the same as a full haircut.

•

Special event hair*, on the other hand, is considered a detail-oriented styling, generally including the use of flat irons and other hot tools, pins for up-dos, or the addition of extra hair (which requires a consultation beforehand). Since it takes about an hour and a half, the charge is typically 1.5 times the blowout charge.

If a guest has a question about the price, let them know they are paying for the stylist’s time and expertise. *Note: Events include photo or video shoots as well as weddings (the brides will always be special event hair, bridesmaids and the other attendees will be booked according to their needs), proms, and bat mitzvahs.

Bridal Party Bookings When a guest inquires about booking for a bride or a bridal party, you will immediately become her “wedding coordinator” at TRIM, guiding her through all the wedding booking procedures from the bridal run-through to payment the day of the ceremony.

There are three things a guest needs to know when scheduling bridal appointments with a wedding coordinator.

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First, let the guest know that we require every bride (no exceptions) to schedule an appointment for hair and/or make-up for both the wedding day AND a run-through, and that they must pay the service price for both appointments (in other words, they will pay twice, once for the run-through, once for the wedding day).

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If the guest asks why a run-through is required, let her know we do this to ensure that everything runs smoothly so the bride will be 100% satisfied on her big day.

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If the bride asks why she must schedule a run-through immediately, let her know that this is to secure at least one available appointment. Most of our stylists book up two to four weeks in advance, so scheduling a run-through at the last minute could pose a big problem. Remind her that she can always change the date and time of this at a later date. Also, let her know that we may be unable to perform a bridal service on the actual wedding day if she neglects to have a run-through.

Scheduling a Wedding •

Fill out TRIM’s Bridal Party Agreement (found in the Weddings binder kept at the front desk).

Obtain the critical information before anything else: the bride’s name, address, phone numbers and email address, the wedding date and location, and the service location and completion time. Also, obtain a credit card number to reserve the wedding day. Let her know that, if there is a cancellation, we do require 14 days notice for any member of the wedding party, including the mothers of the bride and groom—and if this is not given, the bride will be charged half the price of all party members’ services cancelled within 14 days of the wedding.

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Ask if we only need to schedule appointments for the bride or if her wedding party or any family and friends will also be coming in on the day of the wedding (we do not require a run-through for bridesmaids).

Include the full name of each person scheduled on the Bridal Party Agreement. If other party members book at a later date, be sure to add them to the bridal agreement and let them know of our wedding policy as well.

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Ask if the bride would like to see specific stylist(s).

If so, find out if the stylist is available that day and let her know pricing information. If she does not request a specific stylist, let her know who is available and each of the stylists’ prices.

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When scheduling the wedding day appointments, ask the bride when she needs to be at the church. Will she be taking pictures before the ceremony?

Schedule all appointments so that all members of her party will be ready to go with plenty of time to spare.

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After scheduling for the actual wedding day, schedule the run-through appointment next.

We recommend that a bride schedules this for the day her bridal portraits are taken, but this isn’t absolutely necessary.

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Suggest haircuts and/or steam & shaves for the groom and/or groomsmen the day before the wedding. Let them know which stylists are available and pricing information.

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Before saying good-bye to the guest, verify all phone numbers and appointment times.

Also, find out who will be paying for these appointments—the guest, the bride or groom, or maybe the bride’s parents. No matter what, we must have obtained a credit card before booking the appointments.

Let the guest know you will be emailing a copy of the Bridal Party Agreement to the bride for review and that this must be signed and returned to TRIM by the run-through date.

When there is multiple coverage at the Front Desk, step back to the office to type up the agreement. Have one of the managers pull up the Bridal Party Agreement MASTER. Type up the contract and email it to the bride for review using the trimclassicbarber.beauty@gmail.com account. Sign the email with your first and last name, with the title Wedding Coordinator beneath it.

Most importantly, make sure the bride signs and dates the bridal agreement by the time she comes in for her run-through. Put a note in your personal Guest Care Notebook to ensure you followup on each wedding you book.

When the bridesmaids come in on the wedding day, give them new guest forms to fill out, if they have never been to TRIM. Also, when booking for bridesmaids or family members, if no information is available beyond their full name, include appointment notes reminding desk employees to confirm all bridal party appointments with our guest contact.

Essentials: Guest Care Basics Desk Basics The guest care team member provides the first and last impression for each guest, so the desk employee’s role in the salon is of the utmost importance. He or she performs several invaluable customer care functions.

Greeting When a guest enters the salon, greet her with an enthusiastic “Hello.” Ask, “How may I help you?” NOT “Who are you here for today?”

When you are on the phone and a guest comes in, immediately make eye contact with her, smile, and mouth “Just one second, thanks.” When you get off the phone say, “Thank you for waiting; how may I help you today?” Never ignore a guest who has come in while you are on the phone.

Checking In At this point, the guest should let you know his or her name. Mark the guest as “checked-in” on the schedule screen.

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Right-click on the guest’s name and select Check-In All from the dropdown menu. This checks-in all services with all stylists.

Direct the guest to the appropriate side of the salon. Say thank you, and with a smile, instruct him or her to have seat. Immediately, call the chemical room and the break room to inform the apprentice and stylist teams of a guest arrival. If the guest is early, make sure she is aware of this fact.

Handling New Guests New guests are marked with a red dot next to their name on ProSalon’s schedule screen. Every new guest must be instructed to fill out our Guest Information sheet. Also, new guests should receive a salon tour according to the guide included in the Forms and Templates section of this manual.

Contact a manager to arrange the tour.

Late Guests When you notice a guest is 5 to 10 minutes late, give her a courtesy call to see if she is on her way.

If a guest arrives or is going to arrive more than 15 minutes past her appointment start time (for shorter appointments, like a brow shape or a bang trim, this could be as little as 5 minutes), find out if the stylist will still have a sufficient amount of time to complete the service, even if this meaning skipping our value-added services such as the scalp massage. If the stylist will still be unable to see the guest, reschedule the guest as soon as possible.

Late Stylists If a stylist is running behind, ask the stylist to estimate how long the guest will have to wait. Also, to minimize the appointment delay, find out if the stylist would like an apprentice to get started with the guest (i.e. performing a shampoo and scalp massage or escorting the guest to a private room).

If a stylist is late arriving at the salon for the first guest, first call him to find out the expected time of arrival. Follow with the suggestions above. Be sure to notify a manager of the stylist’s late arrival time to work.

Checking Out After an appointment is complete, a stylist or apprentice will bring the guest to you to pay for all services and any products they wish to purchase. We accept cash, credit (Visa, MasterCard, American Express, and Discover) or check (personal or business, with name & address preprinted on the check—WE DO NOT ACCEPT STARTER CHECKS!). On the computer, complete the financial transaction and ask, “How long from now would you to schedule your next appointment?” After booking, thank the guest by name again before saying goodbye. Don’t forget to tell them how fabulous they look! Detailed information on checking out a guest can be found in the Register section of this manual.

If a guest is ever dissatisfied for any reason, whether it is regarding a price or a service, immediately involve a manager.

The Pod There are two stations in which a customer care employee does most of her work: the front desk and the secondary desk which we call the “pod.” Whoever is at the pod should handle most of the incoming telephone calls, while the front desk should focus on greeting and checking in or out guests.

Thank You Cards All new guests are to be sent a first-time “Thank You” card after their initial visits. Refer to Guest Information forms for address information. Indicate on the new guest form that the card has been mailed. Copy all new guest information into ProSalon immediately. These are to be done during down time as part of the Daily Duties Checklist.

Schedules Schedules are determined according to salon hours as well as individual employee availability. Any revisions of scheduling must be done with the approval of the Guest Care Manager and/or General Manager.

The current schedule can be found in the front pocket of this manual. All requests off for the upcoming month are due no later the 15th of the current month using the standard Request Off form found in the Forms and Templates section of this manual.

Confidential Information Desk and management personnel are the only employees with access to computer files. Guest information is the property of TRIM Classic Barber.

Providing stylists with phone numbers, addresses, formulations, client history, banking information, etc., is grounds for immediate termination. It is the policy of TRIM Classic Barber for all desk employees to sign a confidentiality agreement regarding guest information.

Cell Phones Phone usage on the floor is strictly prohibited. Text messaging and/or personal calls of any kind are to be handled away from the desk areas and the salon

floor. If personal business needs to be conducted, get coverage for your area, step away and return promptly to your station.

There are exceptions when a manager will ask you to keep your phone nearby should they need to contact you by text message; however, phones should be put away at all other times.

Breaks All guest care members get one 60-minute break off the clock per shift.

Employee Parking TRIM employees should park on Elmwood Avenue or in the church lot across from Linden Avenue to allow for ample guest parking. If your shift ends after sunset, feel free to have another employee escort you to your car. If you are the closer, you can park in TRIMâ&#x20AC;&#x2122;s lot; however, try to park in the spaces furthest from the building.

Should you be the last person to leave the building after dark, the restaurant next door will gladly escort TRIM employees to their cars as well.

Lost & Found If a guest leaves something behind, especially something expensive, take it to the General Manager immediately. TRIM may not be liable but will attempt to restore lost items to a guest.

Employee Call-Offs If a guest care representative or apprentice calls in sick, get her in touch with all members of management immediately. If a stylist calls in sick, ask the employee which day he would like to open up on his schedule to make up for the sick day. All stylists must open up another day, preferably their next off day. Call guests from the sick day and attempt to reschedule them on that make-up day (or the stylistâ&#x20AC;&#x2122;s first available appointment). If there are any problems, leave a detailed ProSalon message for the GM.

Formulas When a stylist brings a guest to check out, he or she will hand you the guest’s traveler. The traveler list all the guest’s information concerning his or her visit to the salon, including stylist(s) visited, appointment time(s), services rendered, and price. The traveler also has designated spots for the stylist to make notes about the guest or her formulations. These notes and formulas must be recorded in the Client Information window in ProSalon.

To enter a formula, follow the steps below: •

Open the Guest Information File through one of two methods: From the Schedule drop-down menus, select Guests → Guest Information File Or Right-click the guest’s appointment and select Guest Information from the drop-down menu.

•

In the Client Information window, click the Formulas button.

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In the Formulas window, select the appropriate chemical service received from the Service drop-down menu.

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Type today’s date (MM/DD/YY) in the Formula Name.

•

In the space provided for Instructions, type in everything the stylist has written down for the color formulation. Click Add New to save.

If the stylist uses a previously-recorded formula, select the appropriate date from the Formula Name drop-down list. Change the Formula Name to today’s date and click Update.

Notes There are five types of notes used in ProSalon on a daily basis: General Notes, Pop-Up Notes, Appointment Notes, Service Notes, and Confidential Notes.

General Notes General notes are those that appear in the upper left-hand corner of a guest’s travel card. These can be related to specialized pricing with a specific stylist each visit, or related to how a service needs to be performed on the next visit.

Due to the possibility of a guest reading her travel card, general notes should not contain any information that could offend the guest in any way.

To record a general note, do the following: •

Pull up the guest information.

•

Click the Notes button.

•

Underneath today’s date (which will appear automatically), type in all the notes and delete any notes that the stylist has crossed out.

Pop-Up Notes Pop-ups appear anytime a guest is pulled up in ProSalon. Pop-ups contain pertinent information concerning booking duration, stylist preferences, and other information that must be read before booking a guest’s appointments.

Pop-ups can also contain information relating to check-out and how to process payments.

Finally, pop-ups can contain information related to guest phone calls, such as if the guest requests not to receive confirmation and day-after calls or if the guest does not want to be called before a certain time of day.

Pop-ups must be read every time they appear.

There are two ways to record a pop-up:

From the Appointment screen • Right-click on a guest appointment.

• Select Set Pop-Up from the appointment menu.

• Type the note, and click Set.

From the Guest Information Window • Click Set Pop-Up. • Type the note, and click Set.

Appointment Notes Appointment notes are signified by a yellow dot on the appointment screen. An appointment note has to do with that specific appointment on that specific day and can refer to anything from who to speak with to confirm the appointment to where the appointment falls in the series of stylists a guest is seeing.

To record an appointment note, do the following: • From the appointment screen, right-click on a guest appointment.

• In the Appointment Information window, left-click in the Note section, and begin typing.

• To save the note, click Close.

Service Notes Service notes are entered in during the check-out process and denote any reasoning for discounts or on-account charges. Service notes do appear on the guest’s traveler, so be sure the travel card does not contain any information that could offend the guest.

To record a service note, do the following: • While a guest’s transaction is pulled up in the Sales screen, click Notes on the left side of the screen.

• Type the note when the Service Notes window appears, and click Accept to save.

Confidential Notes Confidential notes appear in the white box in the Guest Information File; this is where you type all information regarding guest complaints, bad stylist-guest interactions, and any other negative information that is for TRIM eyes only.

The Guest Care Notebook Each guest care team member has her own notebook to record everything that happens throughout the day. All notes, messages, instructions, and any other pertinent information is to be written in the Guest Care Notebook to be followed up on. Guest Care Notebooks are kept in a small box at the front desk where management and other guest care team members can check on each other’s followthrough as needed.

To use your Guest Care Notebook: • Begin a clean page with today’s date.

• Write down everything.

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Anything you need to follow-up on Anything a stylist asks you to do Any tasks another guest care team member has asked you to do Any tasks you’ve delegated to another Any messages or cancellations to tell a stylist

• Follow up on your notebook.

Check it consistently throughout the day. Mark new task with a box  , and fill in the box when the task is complete  .

If you are asked to do something time-sensitive, write it down in your notebook. If you are about to leave, delegate the task to another guest care team member to complete that day. Follow-up on its completion during your next shift.

Circle your box if it is a task that cannot be completed that day but needs to be seen until it is finished.

• Use your notebooks to help each other.

Use the pockets to send messages to each other when you are not at work together.

Write down anything else that needs to be followed up on throughout the day, such as messages to each other, to stylists, or to management.

Using your notebook will ensure not only your efficiency as a team, but also the pride you can take in being the best team.

• Keep your notebook with you at all times.

• When you are not here, your notebook should stay in the box at the front desk.

On-Location Services When a guest calls and wants one of our stylist to come to her or an artist manager calls regarding freelance, kindly refer them to the GM by saying, “Our General Manager handles all on-location services; please hold just one second while I transfer you.” If he is not available, ask if the caller would like to be directed to voicemail. If not, take a detailed message (name, company, phone #, email address) and send him a text message with this information immediately.

Re-dos If a guest is unsatisfied with a service performed at TRIM within 14 days of the original performance, schedule a “re-do” with the original stylist. Always provide a detailed message to the stylist. If the guest wishes, the salon will have the stylist call her to resolve the matter as well as expedite rebooking.

If a guest requests a re-do, be sure to send a duplicate copy of the message to the GM via paper copy and ProSalon message.

If the guest does not wish to rebook with the same stylist, provide the guest with a service provider who is currently available and in the price range of the service in question. If possible, handle the rebooking right then while the guest is on the phone or at the point of sale. If an additional assessment is necessary

before rebooking, provide the Guest Care Manager and/or General Manager with a detailed message to complete the rebook.

Stylists who perform a re-do for a different stylist will be paid in lieu of the original stylist.

Essentials: Cancellations TRIM defines a cancellation as any non-arrival with no advance notice OR any non-arrival wherein notice is given less than 24 hours before the appointment.

TRIM requires a current mailing address of all new guests at the time of booking.

After booking the guest’s appointment, use the following script to recap the appointment and quote the cancellation policy: “[Guest Name], I have your appointment for [time] on [date] for a [service] with [stylist]. If for any reason you are unable to make your appointment, please let us know at least 24 hours in advance in order to avoid a 50% cancellation fee. Thank you very much!”

If guest refuses to book at all or becomes hostile due to this policy, respond: “I completely understand your position. With your permission, I’d like to make our salon director aware of your concerns, and have him call you directly. Is that okay? Good. Above all, we are committed to making you happy. Will you be reachable at the following numbers...?

Thank you very much. We really appreciate your business.”

When a guest cancels within 24 hours of her appointment, take the following steps to ensure proper billing occurs for the missing appointment charge: •

Right-click the guest’s name. From the drop-down menu, select Mark as No-Show.

•

Right-click the guest’s name again. From the drop-down menu, select Unbook. Click Yes when the confirmation pop-up appears.

•

In the Charge for Late Cancellation window, place a dot in the circle next to Charge 50% of Service Price. Click OK.

•

Repeat these steps for each cancelled service. This places the guest on the cancellation log, which can be printed for any time period. Guests on this listed will then be billed for their cancellations.

Keep these things in mind as well: •

If the guest calls with questions, or you believe this may be an exception, involve a manager before any charges are processed.

•

If the guest is critically late for the appointment, whether she calls or if we contact the guest ten minutes into the appointment time, say, “I’m just making sure you will be here by [time given by stylist] to receive your services today, and to avoid any cancellation charge.”

•

When booking the appointment, be sure to tell guests if for any reason they are unable to make their appointment, please call the salon A FULL 24 HOURS IN ADVANCE before the scheduled appointment.

•

If the guest calls in response to the cancellation charge having received a cancellation invoice in the mail or otherwise remembers, immediately refer them to the GM.

As for Melanie’s guests, only the GM will handle questions or concerns about the policy.

If it becomes necessary to charge a guest for 50% of their service, do so after the scheduled service would have been completed (consult management if there are any questions).

The Register: Checking out a Guest Processing transactions is equally as important as booking an appointment and should be done as precisely and efficiently as possible the moment a stylist brings a guest to the desk.

The Sales Screen •

Scan the guest’s traveler

Or

Select the guest’s name from the Current Appointments drop-down list.

The guest’s name and services will appear in the Services box.

Be sure to read any pop-ups that may appear.

•

Verify the correct service prices by checking the pop-up and any notes on the guest’s travel card.

If the price should be discounted o Highlight the service by clicking on it. Click Discounts. o In the Discounts window, click the bubble next to By $ Amount.

Type in the $ Amount of the discount. Click Accept.

If the price is needs to be increased o Highlight the service by clicking on it. Click Modify Price. o Type the correct price in the Price Changes window. Click Accept.

If you need to add a service to the ticket o Click Services. o In the Service Selection window, select the stylist from the column on the left and the service from the column on the right. Click Last.

•

Ring up any retail purchases. o Scan the item to be purchased; press Enter. The item will appear in the retail portion of the screen.

Or o Click Retail. o In the Product Selection window, fill in the bubble beside Sku. Then, select the Manufacturer, Category, and Product from the respective drop-down lists. o Verify the correct stylist appears under Sale By, and click Last.

•

Ask if the guest would like to include any gratuity. o Click Gratuity. o The stylist’s name should already appear in the Tips window. Type in the amount to be added, and click Accept.

To tip a percentage, click the checkbox next to Apply %. o If the guest is paying with cash or check, gratuity is not rung up in ProSalon. The amount of the change received from the transaction they would like to leave for the stylist is placed in a properly filledout tip envelope. (See below for more information on Processing Cash and Check Payments.)

•

Click Payment. o In the Payment window, select the guest’s method of payment. Fill out the rest of the window according to the information asked for each payment type. Click Accept.

Any waived charges or payments placed On Account must be accompanied by a receipt and an On Account/Waiver of Charges form found in the Forms and Templates section of this manual.

Cash and Check Payments A cash payment is the simplest form of payment to process in ProSalon. The Payment window defaults to Cash. Simply enter the Amount Tendered, click Accept, and give the guest the appropriate amount of change listed in green at the bottom of the Sales screen.

Check payments, however, have a couple of additional steps.

• Place a dot in the bubble next to Check.

• Key in the Amount Tendered; press Enter.

• Type in the Check No.; click Accept, and give the guest any change due.

• Write the check number and amount on the deposit slip, and put the check in the drawer.

Again, cash and check gratuities are run through ProSalon but given directly to the stylist. When a guest is writing a check and wants to include a tip, have her simply write it for the amount of the transaction total plus the amount she wishes to give her stylist, and put the change in the properly filled-out tip envelope.

Credit Card Payments When a guest pays with a credit card, use the terminal next to the phone to process the transaction.

•

Press Credit/Debit, and slide the card when the screen tells you.

•

Ask the guest, “Would you like to enter your PIN?” Then, press Credit or Debit according to the guest’s preference.

For debit transactions, key in the amount of the sale, press Enter, and ask the guest to key in her PIN on the keypad.

For credit transactions, key in the last four digits of the card number, and press Enter. Key in the amount of the sale; press Enter. Ask the guest to sign the receipt.

•

The screen will then ask to print a second copy of the receipt. Press Yes.

Retail Sales When checking out a guest, always make sure that the correct stylist gets the credit for any product that is bought. You can ensure that this is done from the Sales screen by clicking Retail, then selecting the appropriate stylist under Sale By. If a guest received services from more than one stylist, ask the guest who recommended each product.

This is important because the stylists receive commission from every product their guests buy.

If a walk-in product purchase takes place, always look at that guest’s history to see who should get the credit for that particular sale. Salon Sale should only be applicable to guests who have never received a service at TRIM. If this is the guest’s first time buying from us or they are not in our system, you must enter them into ProSalon or else we will be unable to track the purchase in case of product returns for in-salon credit (see Returns and Exchanges below for more information).

Gift Cards Selling a Gift Card TRIM has plastic gift cards available in any amount; their sale or use can be processed from the Sales screen.

To sell a gift card, perform the following steps: •

From the ProSalon main menu, select Sales. This opens the Register.

•

Pull up the purchasing guest in the register.

Click On File. Type in the guest’s last name in the Client Selection window; press Enter. Select the guest’s full name from the list.

•

In the Register, click Gift Cert. Key in the last 8 digits of the number from the back of the gift card; click Accept.

•

In the Gift Certificate Purchase window, fill in the form with the “Purchased for:” information for a new guest. If the recipient is a guest of the salon, click the ? next to the “Last Name” field, and look up the guest by last name as normal.

•

Type in the Cert $ Amount; press Enter. Type in the the six-digit expiration date two years from the purchase date; press Enter.

•

Select your name from the Sold By drop-down list, and click Okay.

•

Process the sale as normal.

The expiration date on all purchased gift cards is two years. Be sure to make the guest aware of this and make note of it in the gift card holder.

Every time a gift card is purchased a computer-generated certificate will print.

These are filed in the Gift Certificates Binder in the office; instructions on how to file gift certificate receipts are found in the front of the Gift Certificate Binder.

Redeeming a Gift Card To process payment with a gift card, perform the following steps: • After ringing up all services, products, and discounts, click Payment.

• Select Gift Certificate in the payment window. Leaving the Amount Tendered set to the defaulted transaction total, press Enter and key in the last 8-digits on the back of the gift card in the Gift Cert. No. field.

If the transaction total is larger than the gift card balance, ProSalon will deduct the full amount from the card and then prompt for another payment option.

If the transaction total is smaller than the gift card balance, ProSalon will deduct the full transaction amount and leave the remaining balance on the card. If the remaining balance on a gift card is less than $5, that balance in cash can be given to the guest at the guest’s request.

Issuing an Auction Card Every time the salon makes a service donation to a charity auction or other event a gift card is issued in the amount of $0.01 and is good for services only up to the value listed on the gift card holder. Auction cards are also good for only one year, instead of the two years of a regular gift card.

There are also two different types of donations: those made by the salon and those made by a stylists. Salon donations are issued with the General Manager as the purchasing guest; stylist donations are issued with the stylist as the purchasing guest.

To issue an auction card, do the following: •

From the ProSalon main menu, select Sales. This opens the Register.

•

Pull up the donator in the register (again, the GM for salon donations; stylist’s name for stylist donations).

Click On File. Type in the donator’s last name in the Client Selection window; press Enter. Select the donator’s full name from the list.

•

In the Register, click Gift Cert. Key in the last 8 digits of the number from the back of the gift card; click Accept.

•

In the Gift Certificate Purchase window, fill in the Purchased for: form with the auction name and information. If the auction has been donated to before, click the ? next to the Last Name field, and look it up to see if it has been saved in the system.

•

Type in the Cert $ Amount as $.01; press Enter. Type in the the six-digit expiration date one year from the purchase date; press Enter.

•

Select your name from the Sold By drop-down list, and click Okay.

•

Select the Gift Certificate from the white service box in the Register; click Discounts.

•

In the Discounts window, place a dot beside By $ Amount, and type .01 in the $ Amount field; click Accept.

•

Finish the transaction process as normal. Write the donated services, the service value, and the stylist to be seen on the gift card holder; also, put a disclaimer on the holder that the gift card has no cash value.

On the printed copy of the gift certificate, write down the services donated, the maximum value, and whether this was a salon donation or a stylist donation. File accordingly under the auction tab in the Gift Certificate Binder.

Redeeming an Auction Card Auction cards are redeemable for services only up to the value listed. When a guest comes in with an auction card, ask her which auction she won the card from and look up the certificate in the Gift Certificate Binder.

If the guest doesn’t know or can’t remember where she won the card, perform the following steps: • In the Sales screen drop-down menus, select

View → Gift Certificate Status.

• In the Gift Certificate Status window, type the last 8-digits of the gift card in the Cert. # field; press Enter, and the gift card information will appear.

When you’ve determined which auction she received the gift card from, ring up the services normally.

For those donated by a stylist, discount the amount donated from the service total and then process the remainder of the total as necessary. For services donated by the salon, put the amount donated on the guest’s account and then process the remainder of the total as necessary.

Print a receipt when redeeming both types of gift cards, and then fill out an On Account/Waiver of Charges form to have a record of the donation redemption.

Void the now-redeemed auction card, so it can be reissued.

• From the Sales screen, drop-down menus, click

Register → Gift Certificates → Void Gift Certificate.

• Type in the last 8-digits of the gift card number; click Void.

Phone Orders TRIM will gladly ship product to guests. When a guest calls to purchase product and have it shipped to her, make sure we have her correct shipping information in ProSalon’s database as well as a credit card number to process the sale.

Have an apprentice gather the requested product, and then process the transaction in ProSalon as though the guest were present. Be sure to add the Shipping Charge to the total by ringing it up through the retail processes listed above, and be sure to print a receipt from ProSalon as well.

Place the items, the ProSalon receipt (with the guest copy of the credit card receipt stapled to it) on the Assistant Manager’s desk to be boxed and shipped.

Returns and Exchanges TRIM accepts returns and exchanges within 14 days of the original purchase, with exceptions require management approval. However, we do not offer cash or credit card refunds. Our return policy on take-home products is posted at the front desk. TRIM has a satisfaction-guaranteed policy on all products. All returns may be exchanged for other products of equal or lesser value or for a full store credit within 14 days from the date of purchase; credit is issued as a gift card).

All returns and exchanges must be run through the register in ProSalon.

•

From the Sales screen, pull up the guest’s information by clicking On File.

•

Click Retail, and pull up the product in the Product Sale window.

•

Enter “-1” under quantity for each product to be returned, and be sure to select the stylist that sold the product under Sale By. This ensures that the stylist’s commissions are adjusted accordingly.

•

Proceed as normal with the sale of the replacement product.

Or If a credit is due following the exchange or the transaction is a return only, follow these steps: • After the product has been returned and the change due is shown in green on the Sales screen, click Gift Cert.

• Issue a gift card for the amount of the change due, with the recipient as the guest returning the product and the expiration date set to two years.

• Click Accept, and the Total on the Sales screen should now read $0.00. Hand the guest the gift card and thank them for their visit.

The Register: Money-Handling Change Orders Both registers in the salon must be replenished daily to accommodate change for guests, stylist or apprentice tip-outs, and any other cash transactions that might occur throughout the business day.

Both the front desk and the pod must have specific cash amounts on hand to efficiently handle daily transactions. These amounts are increased the day before a banking holiday to account for the bank closure. These amounts are not gotten from the bank each time; the amount of cash on-hand plus the amount received from the bank should equal the amounts listed below. All bills larger than $20 are used along with a check for the remaining amount needed.

All checks must be made out and signed by the General Manager. The amount of change from the cashed check must be recorded as a paid-in for closing reports to balance at the end of each business day. (More information on paidins and paid-outs is noted below in this manual.)

The daily amounts for the desk and pod are as follows:

Desk

$400 in $20s, 20 bills $200 in $10s, 20 bills $100 in $5s, 20 bills $50 in $1s, 50 bills

Pod $100 in $20s, 5 bills $50 in $10s, 5 bills $25 in $5s, 5 bills $15 in $1s, 15 bills

The banking holiday amounts for the desk and pod are as follows:

Desk

$500 in $20s, 25 bills $250 in $10s, 25 bills $125 in $5s, 25 bills $50 in $1s, 50 bill s

Pod $200 in $20s, 10 bills $100 in $10s, 10 bills $50 in $5s, 10 bills $25 in $1s, 25 bills

Coin change is gotten on an as-needed basis in one roll increments.

Checking As stated above, all checks must be made out and signed by the General Manager or Salon Owner.

Paid-Ins and -Outs Other than standard cash transactions in which a guest uses currency to pay for products and services, there are other instances in which funds may be deposited into or taken form the cash register.

Paid-Ins When cash or a check is put into the register by any other means than a sales transaction, it is called a Paid-In. Cash is deposited into the register daily to replenish the money used as change for guests, stylist or apprentice tip-outs, and any other cash transactions that might occur throughout the business day.

Every time cash is put into the register, it must be recorded in ProSalon.

•

From the ProSalon drop-down menus, select Sales → Register → Paid-Ins.

•

Enter the description of the paid-in (typically, “cash to drawer”) and the amount of the paid-in. Click Post Only.

Occasionally checks are deposited into the drawer. This often occurs because a guest has utilized one of our stylists for freelance hair or makeup outside of the salon or a record label is paying for in-salon services received by an artist.

•

From the ProSalon drop-down menus, select Sales → Register → Paid-Ins.

•

First, check the box beside Payment by Check. Then, enter the description as the check number and the amount. Click Post Only.

Paid-Outs When cash is taken from the register, it is called a paid-out. There are several instances in which a paid-out would occur: stylist/apprentice tip-outs, payment for salon supplies, or staff meals.

Stylists can get their tips at the end of each day; they are not allowed to receive their tips until the end of their shift. Consult ProSalon’s reports to find out how much a stylist is owed for the day.

•

From the ProSalon drop-down menus, select Reports → Sales → Stylist’s Reports → Stylist Tips Report.

•

Click Today, and then Print.

•

Write down the amount of the tip next to the stylist’s name on the Daily Tip Outs sheet.

•

If the stylist is in front of you, hand him his money; if he are not, put it in a tip envelope labelled with his name and cc tips [today’s date]. After you have taken the money out of the drawer, initial next to the amount on the Daily Tip Outs sheet.

•

Process the paid-out using the directions below, with the description as [stylist’s name] followed by your initials and the amount of the tip-out.

After processing the paid-out transaction, strike through the stylist name, the tip amount, and your initials on the Daily Tip Outs sheet.

When presented with a receipt of purchases approved by management, the amount of the purchase is taken from the register to reimburse the employee.

This transaction must be recorded in ProSalon.

•

From the ProSalon drop-down menus, select Sales → Register → Paid-Outs.

•

Enter the description as the store name on the receipt and the amount as listed on the receipt. Click Post Only.

Employee Cash-Outs Employees may write a check to TRIM or swipe their credit card for any amount up to $15 to obtain cash (provided there are sufficient funds in the register).

Employees must get management approval before receiving a cash-out.

•

From the Sales screen, click On File and select the employee from the guest database.

•

When the stylist appears on the Sales screen, click Services.

•

In the Service Selection window, select Gregory from the left-hand column and Haircut – Bang Trim from the right-hand column. Click Last.

•

Click Accept when the Haircut – Bang Trim window pops up; make sure the price is $0.00.

•

Process the Payment as appropriate, entering the amount of cash needed by the employee under Amount Tendered; click Accept.

•

The amount of change to be given to the employee will appear in green at the bottom of the Sales screen. Give the money to the employee and click Accept.

Cash Counts The cash drawer is counted six times a day verify that we are “on” and there are no overages or shortages. As mentioned earlier, the opening count occurs at the opening of the business day and is checked by comparing it to the closing count from the previous business day. The closing cash count occurs after the last guest has checked out and the final employee tip has been paid out at the end of the night. Also as mentioned earlier, the remaining midday cash counts should be performed at 10:30, 1:30, 4:30, and at 7:30 when the Pod is closed for the night.

To do a midday cash count, perform the following steps: • Mark how many of each type of coin and bill there are in the appropriate column on the Cash Count Sheet (found in the Forms and Templates section of this manual).

• Add the numbers in the Front Desk column to those in the Pod column; write these totals in the third column.

•

From the ProSalon drop-down menus, select Sales → Register → Cash Count.

•

Key in the totals from the cash count sheet into the corresponding boxes in the Cash Count window; pressing Enter after each field. Do NOT click or enter through ACCEPT. Write the Total Cash Count down on the Cash Count Sheet.

•

From the Sales screen drop-down menus, select View → Transactions.

• In the View Transactions window, click 1st Today; the opening cash register totals are displayed.

• With a calculator, key in the opening total; click Next in the View Transactions window.

• If the next transaction is a cash payment and depending on it being payment received or payment given, add or subtract it from the total on your calculator. (Refer to the chart below for the list of transaction codes and their meanings.)

• Continue adding or subtracting cash transactions as necessary until you reach the final one of the day. Write down the total beneath the actual cash count total on the Cash Count Sheet.

• Subtract the Register Total from the Actual Total. Hopefully, this number will be ZERO and the cash count will be “on.” The drawer can also be considered “on,” if the total is less than plus or minus $5.

If the overage or shortage is greater than $5, turn to the WTF?!?! section of this manual to determine what went wrong.

Transaction Codes and Meanings Several codes are displayed in the View Transaction window under the TP (Type and Payment) column. Use the listing below to determine if a transaction is a cash payment and whether it should be added or subtracted when doing a midday cash count.

TP - Type and Payment S - Service

R - Retail

% - Discount

O - Open

@ - Gratuity G - Gift Certificate Sold 0 - No Payment

$ - Payment I - Paid-In U - Paid-Out D - Deposit V - Void

X - Over/Short

1 - Cash Payment 2 - Check Payment 3 - Credit Card Payment 4 - Gift Certificate Payment 6 - On Account Payment C - Close

$1 payments are added or subtracted according to the amount listed under the Price column for that line in the View Transaction window. I1 payments are added when doing a midday cash count; U1 are subtracted.

The Register: Closing the Salon Closing the Pod Approximately thirty minutes before the end of her shift, the second-to-last guest care team member out should complete the following tasks at the pod before her departure.

•

Empty the trash behind the pod. Do not leave any trash at either station at closing.

•

Dust and straighten/organize behind the pod if needed.

•

Print the day sheets, cover sheets, and travelers for the following business day. o In the Schedule, right-click each stylist’s name and select Print Today’s Schedule. o From the ProSalon drop-down menus, select

Appointments → Stylist Appointments. o In the Stylist Appointments window, click Cal, select the next business day on the Calendar window, and click OK. o Scroll through the Stylist drop-down list, and for each stylists with appointments, click Print.

Exit the Stylist Appointments window after printing cover sheets for each stylist. o From the ProSalon drop-down menus, select

Guests → Print TravelCard. o Place a checkmark in the box next to Print All Guests. o Select the next business day from the Print for Date drop-down list and All Stylists from the For Stylists list. Click Print.

•

Make sure the credit card totals from the computer equal those on the two credit card machines, the front desk and the pod. If so, print the detail report for the pod’s credit card machine and then close the batch.

(For further instructions on how to do this, consult the front desk closing procedures below.)

•

Perform the final midday cash count and check for any overages or shortages.

If anything is off in the cash count or credit card totals, refer to the WTF?!?! section to determine how to fix the error.

If everything is “on,” take the cash drawer to the office, and then take the following to the front desk: credit card receipts, travelers, the cash count plus any tip envelopes or checks. Don’t forget to lock up the cabinet!

Closing the Front Desk After all the stylists have finished for the evening, after you have checked out all the guests and after you have distributed tips, you may switch the phone setting to “Night” and begin the closing procedures, if it is closing time.

Before performing the closing procedures, lock the deadbolt on the front door and make sure that all other doors are locked as well.

Add up the checks Confirm that your total matches the total shown in the computer on the Deposit screen.

•

From the Sales screen, select Register → Deposits.

Write down the check totals on the SunTrust Bank deposit slip. Date the deposit slip, as well as a white envelope. Label the envelope Check Deposit and enclose all checks and both layers of the deposit slip.

Confirm the credit card totals Those in the computer should equal the combined total of the two credit card machines. To find out, add up the totals for credit cards 1 through 4 on the Deposit screen.

•

From the Sales screen, select Register → Deposits.

Subtract the pod’s credit card machine totals. The amount should equal the front desk’s credit card machine totals.

•

On the credit card machine, press Credit/Debit → Reports → Totals.

Be sure to click Cancel on the deposit screen after checking credit card totals; it is not yet time to accept the deposit.

Close the credit card machine Print the detail report.

•

On the credit card machine, press Credit/Debit → Reports → Detail Report.

Tear off the report and set it on top of the receipts for that credit card machine.

Then settle the batch of transactions.

•

On the credit card machine, press Credit/Debit → Settlement.

•

Verify the amount is correct. Then press Enter.

After the batch settles and prints the closing reports, staple the receipt on top of the other credit card receipts from the front desk machine. Label and date an envelope Credit Card Deposit & Paid-Out Receipts and place the receipts inside.

Print the Paid-In Report •

From the ProSalon drop-down menus, select Reports → Sales → Transactions → By Date Range → By Transaction Type.

•

Press I; I Paid In should appear under Transaction Types. Click Accept.

•

Click Accept in the Date Range Input window. Click Print when the report appears onscreen.

Print the Stylist Tips Report •

From the ProSalon drop-down menus, select Reports → Sales → Stylist Reports → Stylist Tips Report.

•

Click Today in the Stylist Tips Report window; then click Print.

•

Write down the Total Tips on the Daily Tip Outs sheet when the report appears onscreen; click Print.

Print the Paid-Out Report •

From the ProSalon drop-down menus, select Reports → Sales → Transactions → By Date Range → Paid Outs.

•

Verify that today’s date appears on the Date Range Input window, and click Accept.

•

Subtract any non-tip paid-outs from the total displayed on the Paid-Out Report; then verify that that total matches the total from the Stylist Tips Report.

•

If both totals match, click Print.

•

Put any cash paid-out receipts in the envelope labelled Credit Card Deposits & Paid-Out Receipts.

Do the cash count After counting the number of each coin and bill in the drawer, add it to the amount from the register at the pod and record this total in the third column of the cash count sheet.

•

From the ProSalon drop-down menus, select Sales → Register → Cash Count.

•

Key in the totals from the cash count sheet into the corresponding boxes in the Cash Count window.

•

Write down the total to enter into the Float on an upcoming screen.

•

Click Print; then Accept.

Print the deposit report •

From the ProSalon drop-down menus, select Sales → Register → Deposits.

•

In the Bank Deposits window, enter today’s date next to Deposit No.

•

Make sure that the amount next to Cash is zero.

•

Reconfirm that your totals for Checks and Credit Cards match those in the deposit.

•

Place a checkmark in the box next to Print Receipt; click Accept.

Close the Register •

From the ProSalon drop-down menus, select Sales → Register → Close.

•

Click Continue on the first pop-up.

•

In the Cash Register Float window, key in the cash total from the Cash Count Report. This step is crucial to having a successful closing!

Another Bank Deposits window will appear.

•

Click No Deposit.

The deposit has already been completed, so do not alter anything else on this screen!

•

Press Enter on the keyboard when the Close Register window appears.

At the bottom of the far left column, look for the words Over/Short. The dollar amount next to this should read less than plus or minus $5.

If the overage or shortage is greater than $5, turn to the WTF?!?! section of this manual to determine what went wrong.

•

If the closing is correct, click Print; then Accept.

•

ProSalon will ask, “Are you sure?” Click Yes.

Exit ProSalon and turn off the computer.

After straightening up and dusting behind the desk, take the cash drawer, the Daily Duties checklist, and the envelopes labeled Bank Deposit and CC Deposits & Paid-Out Receipts to the office. Put the Bank Deposit in the white SunTrust bank bag, and lock it and the cash drawer away in their home in the office (make sure the Pod cash drawer is locked away as well).

Take all the reports plus the envelope marked CC Deposits & Paid-Out Receipts and staple them together neatly in the following order: •

Cash Count sheets

•

Daily Tips Outs

•

CC Deposit & Paid-Out Receipts envelope

•

Closing Report

•

Deposit Report

•

Cash Count Report

•

Paid-Out Report

•

Stylist Tips Report

•

Paid-In Report

Place the reports on top of the old closing reports on the shelf above the desk Double-check that all doors are locked, including the back door. If other stylists are staying behind for class or to do free hair, remind them to deadbolt the side door and set the alarm when they are finished!

If you are the last to leave, clock out, set the alarm, and remember to lock the deadbolt on the side door behind you as you leave.

The Register: WTF?!?!

On top of having to work on a beautiful Saturday afternoon, you’re late to meet some friends for dinner because an appointment ran an hour past closing time.

You’ve gotten all of your duties done and are about to close the register, when the final screen says you’re off by $100. Now is the time to pull your hair out and scream, “What the #*@%?!?!”

Just kidding; don’t panic. Finding a closing error is a whole lot easier than you think.

If there is a problem at closing, do not click “accept” at the closing screen!

If a guest care employee attempts to close the register for the day and there is a discrepancy of more or less than $5, first void the deposit and use these steps to figure out what the error is.

•

Did you mark the cash deposits at $0.00 in the deposit screen? If not, zero it out and things could look much better.

•

Check the total amount of CC transactions from both the POD batch report and front desk to see if they match the total that is given on the ProSalon closing report.

If they do not match there is an error and you must go through each credit card transaction in both the computer and receipts to match them up.

You should find that either a CC transaction on the terminal or on ProSalon was run but not accounted for in the other.

If the transaction was processed incorrectly in ProSalon, void the transaction and process it correctly. Be sure to print the incorrect receipt beforehand, so you know exactly which services and retail items to ring up.

If the transaction error is in the credit card machine and the batch has been closed, alert a manager. Do not attempt to close until you actually speak to one of the phone!

•

Check the totals on the check deposit ledger against the check totals in the ProSalon Closing Report.

If they do not match you must check all written checks against the ProSalon transactions and the Paid In Report. Some paid-ins are checks.

You should find that either a check was written and not accounted for or that a transaction was recorded in ProSalon as a check when it was another form of payment.

If this happens, void the transaction and process it correctly.

•

Check the Cash Count Report and recount cash in both drawers to match it. (Most common mistake!)

If they do not match, you have your answer. Use a calculator if necessary!

If they do match, you are dealing with a transaction either not recorded in ProSalon or it was recorded and not actually done.

•

Check the Paid Ins and Paid Outs Reports. (Most Common Mistake!)

Check stylist gratuity report against Paid Outs Report. If they match up there is still a chance that a stylist was over tipped and not accounted for, and it is very difficult to track down. See below on how to review transactions for mistakes.

Check Paid Ins report to see if the cash to drawer was recorded correctly.

•

Check transactions for mistakes.

If a guest tips with cash or check, the gratuity should not be entered in ProSalon! Look back through each transaction for any gratuities that could have been entered in a cash or check transaction. If you find this error, the stylist was potentially (and probably) double-tipped. Void the transaction and process it correctly. (Refer to the Money-Handling section of this manual for the transaction codes that determine cash or check payments.)

Check to see if any employee cash outs were entered incorrectly. If an employee runs a credit card for cash, the total of the bang trim must be changed to zero. Double check for any transactions including Gregory as the stylist and Haircut – Bang Trim as the service and make sure these

were entered correctly. If this error is discovered, void the transaction and process it correctly.

If you accidentally accept an incorrect closing, you must still determine the cause of the closing error. Correct any totals with a pencil and write the solution to the problem in the space provided at the bottom of the Closing Report; you cannot correct a transaction once ProSalon has been closed for the day.

Forms and Templates i

Daily Duties Checklist

ii

Product Waiting List

iii

Guest Information

iv

Salon Tour

v

Request Off Forms

vi

On Account/Waiver of Charges

vii

Cash Count