It’s time to think like a seven-figure lash business owner. Whether you already own your salon or are in the start-up phase; salon policies MUST be at the top of your list.

Before you get excited about the colour of paint you’re going to cover the walls in, or how you’ll deck out your space, you need salon policies!

Salon policies will save you from losing money, time and new business. They essentially set boundaries for the operations of your business, and the expectations and standards you have client-wise (and vice-versa).

Below is a brief outline of some of the policies and procedures to clearly outline and display for clients.

 

Terms and conditions of service including (but not limited to):

• Late cancellations and no-shows

• Deposits and booking fees

• Refunds

• Rules relating to gift vouchers, credits or discounts

• Treatment guidelines and expectations

• Rules around children being in the salon

• Privacy policy – outlines how information is stored and used within your business, including any personal details captured via your website.

 

Where do they go?

All policies should appear on your website, price menu and be communicated verbally with each booking – via phone and in-person. You don’t need to read the entire policy, but inform them of the basic rules relating to their appointment.

Print your salon policies and include them as part of your new (or existing) client forms. Ask customers to read through the policy and sign off in agreement. Keep these documents on their file.

 Without set protocols, you leave room for clients to push boundaries – I’m sure you’ve already had a taste of that.

 Should a client be dissatisfied with the service, salon policies cover you and help the staff determine what the best course of action based on the situation.

 

Don’t allow policies to turn you into a salon dictator.

While all the above is super important, remember your clients sometimes make mistakes. We’re all human, and occasionally there are factors outside of our control that affect our day-to-day.

For example, in regards to a late cancellation or accidental no-show, it’s okay to let your regulars or premium customers off the hook, once. Give them a ‘get out of jail free card’, and explain if the situation happens again, they’ll have to pay the no-show fee, as per the standard salon policy. It’s a friendly way to assert your position gently, and communicate non-tolerance of the mishap in your salon.