When you choose a career that serves a wide range of people, there are bound to be misconceptions surrounding each other's expectations. For that reason alone, it's essential to have salon policies in place to keep you, your staff, and your clients protected and safe. This article gives you some of the top reasons to have solid salon policies for clients in place concerning everything from late clients and no-shows to salon protocol and refunds.  We'll also give you sample ways to put your policies into words to keep it professional while setting healthy boundaries that can be referred to at a moment's notice.

WHAT ARE SALON POLICIES FOR CLIENTS?

 

Your salon service policies set rules, boundaries, and procedures that clearly define what's expected of you, your staff, and your clients' behavior. They are very important for you to keep your salon running safely and organized to protect all parties. Well-written policies can save and garner profits while significantly reducing things like accidents, injuries, and basic disrespect on both sides. They're a quick reference to avoid things from getting too personal when anyone steps outside these boundaries.

READ: How to Know if You’re Using the Best Wax

DISPLAYING SALON POLICIES FOR CLIENTS

Your policies should be posted all around your salon, namely at the front desk and in the bathroom and treatment rooms—anywhere a client can absorb the information. Salon policies for clients should be placed on your website and social media platforms. For online booking, clients should have to click an "agree" button before locking in their appointments so that everyone is on the same page. Whenever you update your policies, be sure to let your clients know.

LATE CLIENTS

You get to decide when a little bit late becomes too late. Anything past 15 minutes can seriously alter the quality of the client’s services. Not only that, but a client being significantly late can push back your whole day, making other clients upset. Don't allow one client to cause a rift in the schedules of many and apply lateness to your salon policies in any of the following ways.

Choose which options apply to you. You can also choose different consequences for repeated tardiness.

Policy Example:

Please arrive five minutes early to check-in and be on time for your appointment.

• Clients arriving more than XX minutes late will be charged a $XX fee.

• More than 30 minutes late, clients will lose their appointment at the full price of their scheduled service, charged upon rescheduling.

• Repeat tardiness will result in non-refundable deposits for all appointments or termination.

SALON CANCELATION POLICY

At least with late clients, you can recoup some of your losses or still receive full payment for your efforts, but with last-minute cancellations, you lose money if you're not able to fill up the empty spot, which isn't easy with such little notice. While everyone has "something comes up" once in a while, there are those who make it a habit. You determine how late last-minute means to you. Consider the following and address them in your policies accordingly.

• If a client has a booking at the end of the day and they let you know first thing in the morning vs. they call you 20-minutes beforehand.

• An appointment was canceled but was made well in advance vs. made and canceled on the same day.

Salon Cancellation Policy Example:

If you need to cancel your appointment, please notify us at least 24-hours in advance. In the event of a same-day booking, please inform us at least three hours in advance.

Clients unable to inform us of cancellations within these time frames will be:

• Charged $XX upon booking their next appointment
• Charged the full amount of the original appointment upon booking their next appointment.
• Repeat infractions will require non-refundable deposits upon booking each appointment or eventual termination.

NO CALL, NO-SHOWS

It happens now and again that a client simply forgets or has such a strenuous circumstance they cannot make their appointment or inform you of their inability to come. A one-time no-show can be let go, but consistent no-shows should be required to pay for their services in full upon booking or charged a non-refundable deposit. Clients that are unable to respect your time and policies should be let go.

Policy Example:

If you are unable to make your appointment, you will be:

• Charged an XX% fee and required to pay an XX% deposit upon booking your next appointment.

• Charged for the full appointment and required to pay an XX% deposit upon booking your next appointment.

• Two or more missed appointments can result in client termination.

 

RIGHT TO REFUSE SERVICE

Never forget to include your right to refuse service on your policy. Whether the client is too ill, has a disorder, or is acting inappropriately, it is your right to discontinue a service. You never want to put their health or your safety on the line when it comes to these things.

Policy Example:

We reserve the right to refuse service to anyone.

ADDITIONAL POLICIES

From kids and pets in the salon to taking phone calls or eating during a service, it's up to you what you choose to disallow in your salon. Perhaps you feel like children and pets, even when attended, can take from the tranquil atmosphere you're trying to create. Eating, drinking, and cell phone use can be distracting and take time away from the service time.  

Policy Example:

• For the safety of your children or pets, we strictly prohibit them in the salon. In an emergency, please inform us before your appointment and ensure that there is someone else there aside from yourself to provide adequate supervision.

• For your safety and to respect both our time, we ask that you avoid consuming food or drinks during your service or using your phone.

BEAUTY SALON CUSTOMER SERVICE POLICY

Here's where you can add what your clients can expect from you and your staff to ensure the highest quality. A service guarantee can offer compensation in the event of an accident or service mishap. Included in your guarantee can be the type of compensation offered and the length of time it's offered.

Beauty Salon Refund Policy Example:

If you are not completely satisfied with your service, please let us know within 24 hours. If determined the fault is on our side, we will offer a full refund.

CLIENT CONSULTATIONS

Before your client arrives at their appointment, they should fill out your salon's intake form. Be very clear about the various forms of Retinol that can be included in products, including retinyl palmitate, which is in many everyday skin and body care products. There should be sections regarding their physical health, allergies, disabilities, and pregnancy so that you can determine which services might not be appropriate given their circumstances.

Policy Example: (this should be included clearly on your client intake form.)

Please answer each question to the best of your knowledge to avoid potential injury or downgraded service results. Any omitted information that results in an allergic reaction or injury will absolve the salon of any fault.

READ: Update Your Salon Intake Forms

FINAL THOUGHTS

You put too much into your business to not protect it with a service policy. And with so many things to think about during the day, you want to save the drama for your service policies to handle. Your salon, your rules! What other policies do you think should be included in a salon policy? Let us know in the comments, and please share if you found any of these tips helpful.

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