Salon Policies

Handling Sick Days - Moving Appointments

  • If you are feeling ill, let the manager know the day of (or within reasonable timing), so someone can help you out with tasks, if needed.

  • If any stylists are needing to reschedule, you can use the script below.

  • Script for rescheduling

    • “Hi Client, I am reaching out to you because stylists name will be out of the salon due to sickness, so we were wondering if you would be able to reschedule your appointment to date & time?”

Family Discounts

  • As an employee of Olive Grace, you can receive services for model pricing listed below, during regular business hours. Or if a stylist offers to do it outside of their regular hours other arrangements can be made.

  • Anyone within your direct household may receive 10% off services or retail.

Model Days

  • Our model sessions are to build our stylists business or continuing to specialize on a specific technique, after 4 months with Olive Grace, they will be allowed 1 model pricing a week.

  • First 4 months at Olive Grace, they are allowed to use this pricing as needed.

  • Model Pricing for Hair Color $100

  • Model Pricing for Haircut $40

Redos

  • 7 Days

  • “We strive to offer our guests the highest level of guest satisfaction. If you are having challenges with your cut or color, let us know within 7 Days of your visit and we are happy to correct the issue with no additional charge.”

Refunds

  • Retail- “If you make a retail purchase that does not fit your needs, we will accept retail exchanges at full credit for 30 days from your initial purchase.”

  • Services - This depends on the individual situation, and is up to the managers discretion

Client Conflict Resolution

  • Any messages, emails, or conversations from an unhappy client needs to be forwarded or recorded through a message in Band App to the salon manager. The manager will then handle the issue with the client directly.

  • Script for client conflict

    • “Hi client, Thank you for letting us know this issue or concern, we will relay this message to our manager and let them get back to you. If you don’t hear from them in the next day or two, please reach out again.”

Cancellation & No Show Policy

  • “In order to continue providing the best possible scheduling options to our guests, we do require 48 hours notice should you need to cancel or reschedule your visit with us. Should you cancel your appointment with less than 48 hours notice, the first time we will give grace to your situation. The second time or more, we will require 50% payment of your scheduled service to be due before a new appointment is scheduled.”

  • Script for cancellation

    • “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”

  • What to do when a client is late or no shows

    • Allow 10 mins for your client to show up. If they have not arrived by then send them a “late” text message and decide then if you’d have enough time to take them. If they do not reply by 30m, mark their appointment as a no show with the “No Show Script” in the message.

  • Client is Late Script

    • “Hi client, This is stylists name from Olive Grace Salon. I had you down for an appointment today at time. Just wanted to make sure everything is okay. Let me know if you are on your way.”

  • Client No Showed 1st Time Script

    • “Hi client, I had you down for an appointment today at time. Since we no longer have time to complete your service today, it will be marked as a no-show. I know this is not something you do regularly, so there is no charge for today. If you would like to reschedule your appointment you can do so using our booking link here… https://olive-grace-collective.square.site”

  • Client No Showed 2nd Time or More Script

    • “Hi client, This is stylists name from Olive Grace Salon. We no longer have time to complete your service today, so it will be marked as a no-show. Since this is your 2nd time no-showing, we do require a 50% payment of your scheduled appointment to be due before a new appointment is scheduled. We have sent an invoice with your due payment. Let us know if you have any questions.”

2021 Covid Update

  • “At Olive Grace Salon, our guests' comfort is our biggest priority. We are now giving our guests the choice to wear a facial covering during their service. That being said, as your service providers, we are always prepared to wear a mask for your comfort. If there is a concern about non-mask wearing, we are very open to accommodate you in some way, please reach out to us.”