Client Experience & Communication

Setting boundaries

  • Pick the most preferred way for clients to contact you and direct everyone to that only. Email? Text? Calls & Voicemails?

  • “Hi CLIENT, Thank you for reaching out to me. ANSWER THEIR QUESTION. Since I don’t see my messages here as often and it’s easier for me to keep organized, I’d love for you to contact me next time through EMAIL or TEXT.”

Our Sessions

  • We have chosen to offer hourly sessions that are all-inclusive and gratuity free. This is a wonderful way to simplify our appointments and deliver the best case scenario to each and every client. Our sessions are priced appropriately to each of us individually to ensure we are making the wage we need to and desire.

  • Here is the link to our “Find Your Session” Form >> https://93lca150qa7.typeform.com/to/iwdFE8Uc

New Client Experience

  • When a stylist sees a new client on their schedule that they have never had before,they can send them an email or text with a link to their custom ‘New Client Welcome Guide’ with their client form attached. The results of the form will be uploaded to their ‘Consult Form’ on “Google Sheets.”

  • New Client Script

    • “Hi client, This is stylist’s name at Olive Grace Salon. I saw you booked an appointment with me and I am looking forward to meeting you! To ensure that I have all the information needed to prepare for your appointment, I’d love for you to review our Welcome Guide & to fill out my consult form at the end. Thank you so much! See you soon! attach link here”

Waitlist

  • There is a waitlist form on our website. This is an option for clients to fill out if they are having a hard time finding an appointment that fits their schedule or their needs

  • Waitlist form sent to ‘salon@olivegracecollective.com’ then it is put into a document saved on Google Drive App

  • If stylists are needing to fill an appointment, check with the list located on the Google Drive App to see if there is anyone on the list.

Post Appointment Experience

  • Follow up emails are a wonderful way to gain reviews, and feedback from our clients. It also allows us to see what we can improve on or possibly just hear great news on how our stylists are doing!

  • Check-in emails or texts with clients are a great way to retain clients, especially those who are going through something major in life.

  • Stationary & Stamps are provided for stylists to send Thank You’s

Scripts

  • New client script

    • “Hi CLIENT, I am so glad you found us. We’d love to have you in the salon. You can book an appointment with any of our stylists here… https://olive-grace-collective.square.site Let us know if you have any questions!”

  • Bridal Inquiry

    • “Hey! We are so glad you found us! We’d love to have you fill out our bridal form, this way we can check our team's availability and gather all the info for your day in one place. Let us know if you have any questions! https://www.olivegracecollective.com/bridal-hair”

  • COVID/Sick Script

    • “Hi client, This is stylists name from Olive Grace Salon. I am reaching out to let you know I was exposed to someone with covid. My goal is to keep you and everyone here as safe as possible, so I was wondering if you would be able to reschedule your appointment to… date & time?”

  • Event in Town Script

    • “Good morning! We are looking forward to your appointment today. This is just a quick courtesy message to let you know there is an event happening downtown Lake Geneva today, so you may need to allow more time for parking! See you soon!”

  • Client Turn Down Script

    • “Hi client, This is stylist’s name from Olive Grace Salon. My goal for every client is to love their hair every time and after some thought, I’m not sure I’m the stylist to do that for you. I have loved the time we have had together, and I am thankful to have had you as a guest in my chair. I know that so & so (make a recommendation) loves the style & color that you are looking for, and I have confidence they would be a great fit for you! Let me know if there is anything else I can do for you in the future!”

  • Client Reschedule script

    • “Hi client, That is no problem at all. Your stylist, stylists name, is available during that time and we can definitely move your appointment. I will get your original appointment cancelled for you. If you’d like to reschedule anytime you can using our booking link here… https://olive-grace-collective.square.site”

  • Client Cancellation script

    • “Hi client, That is no problem at all. Thank you for letting us know. I will get your appointment cancelled for you. If you’d like to reschedule you can using our booking link here… https://olive-grace-collective.square.site”

  • Client message after hours script

    • “Hi client, Thank you for reaching out. I am currently away from the salon, and can get back you on date. If you have any questions that need to be answered immediately, you can email “salon@olivegracecollective.com” or If you’d like to make an appointment or reschedule you can using our booking link here… https://olive-grace-collective.square.site”

  • Question about pricing

    • “Hi! Glad you found us! We have a little different pricing structures than other salons, we book all of our appointments in sessions. Here is a link to read a bit more about them and you can find all of our individual pricing on the link at the bottom of the page! https://www.olivegracecollective.com/lakegeneva-salon-sessions”

  • Price increase script

    • “Hello! I wanted to reach out to all of my clients to let you know that starting on DATE, I will be updating my session pricing. Here is the link to my updated list. LINK HERE If this change does not fit with you, I am grateful to have lovely stylists that can accommodate you at my original pricing. Let me know if you have any questions.”

  • Schedule change script

    • “Hello! I wanted to let all my clients know that I will be adjusting my schedule and I will no longer be working on DAY OF WEEK. If this change does not fit with your schedule, I am grateful to have lovely stylists that can accommodate you on this day. Let me know if you have any questions!”

  • Stylist running late script

    • “Hi client, I just wanted to let you know that I am running behind with my current client. Is there any way you would be able to come at this time? Let me know either way.”