Rebooking and retention
Would have offered the slot freed by a cancellation to the first person waiting, instead of leaving a chair empty.
Thursday at six, nobody can walk away from a colour
A booking taken in full — service, duration, required test, deposit — while both hands of the team are busy.
7 days, 20 answered calls, no card
The salon, the situation, the configuration
A four-chair salon: two hairstylists, one esthetician, one nail technician. Nobody on the front desk — the phone rings next to the wash station and gets answered when someone can, which is rarely between four and eight in the evening.
The configuration is the Services base, on its own. It answers, identifies the treatment wanted, gives menu prices as configured, flags required tests and books. No add-on is switched on in this scene.
The call comes in on a Thursday at six. A new client wants a colour on Saturday. All three chairs are busy, two of them mid-processing: nobody can stop without ruining a service under way.
What you are looking at
A written exchange, built from the qualification questions and the hard limits of the esthetics preset. It is not the transcript of a call that happened, and no recording is attached to this page.
Thursday, 6 p.m. Three chairs busy, line forwarded.
ReceptionistSalon Rivard, good afternoon. Let me take your name and a number to reach you, then we can look at what is free.
ClientSophie Tremblay, 514 555-0184. I would like a colour on Saturday.
ReceptionistHappy to help. Is this your first visit here? And have you had your hair coloured before, or reacted to a product?
ClientFirst time at your salon. I have had highlights elsewhere, no trouble. How much is it?
ReceptionistColour is on the menu, so I can give you the price right now; it can shift with hair length, and it is confirmed on site. Allow about two hours. For a first colour here a test is recommended beforehand: we do it the day before, it takes a few minutes.
ClientAll right. And if I cancel?
ReceptionistA deposit applies to long services, and the salon asks for notice to cancel free of charge — I am sending you both by text with the confirmation. What time on Saturday shall I hold?
ClientMorning. Also, my scalp has been itchy since my last treatment, is that normal?
ReceptionistI cannot answer that — I give no opinion on a reaction. I am noting it for the colourist, who will raise it before starting; if it gets worse before then, please see someone about it.
The appointment is booked with the real duration of the service, the day-before test on the calendar, the menu price given and the deposit policy sent in writing. The colourist learns about the itchy scalp before the client sits down, not during.
What is collected, and what happens to it
Six questions, all of them in the esthetics preset.
- Name and callback number
- The treatment wanted — facial, waxing, colour, nails, other
- First visit, or a client the salon knows
- For colour or med-spa work: treatments already received, and any reaction the caller reports
- Whether it is for one person or a group — wedding, prom, event
- Which time slots suit
A reported reaction is written down and passed to whoever will perform the service. It is neither assessed nor interpreted on the phone.
What is switched on in this scene
The Services base, on its own. The three add-ons below would have changed what followed; they are not active here.
What the scene does not show
The limits come from the preset.
- She gives no medical opinion and makes no diagnosis about skin or scalp
- She interprets no redness, reaction or symptom: she writes it down and passes it on
- She recommends no product, no active ingredient, no dose — least of all for med-spa work
- She promises no cosmetic result and guarantees the absence of no reaction
- She does not bend the salon's deposit or cancellation policy
Where to next
See the page for your trade, or another demo.
Thursday at six, nobody can walk away from a colour