Owning a salon can be an amazing experience — especially if you’re passionate about the beauty industry.
Think about it.
You get to work with a variety of people and you’re helping your clients transform their looks and feel better about themselves.
Of course, running a salon also has its challenges.
Enter your salon policies.
When implemented correctly your policies are your salon’s best friend. The right salon policies protect your business from liability, keep you and clients on the same page, and help keep your salon running smoothly.
That’s why it’s critical that you set the right ones.
Not sure how to do that?
This post is packed with tips on how to craft effective salon policies, along with examples and templates you can use in your business.
What are Salon Policies?
Salon policies are a set of rules and principles that guide how you carry out various actions in your business. Your policies also shape the processes and decisions you make in your salon and can serve as a handy reference for your clients and employees.
There are various types of salon policies that you could implement. In this post, we’ll be tackling:
- Cancellation Policies
- Latecomer Policies
- No Show Policies
- Kid Policies
- Refund Policies
- Privacy Policies
- Salon Policies for Employees
Why Salon Policies Are Important
While it’s not the most glamorous part of the job, creating salon policies and procedures allow you to safeguard against unwanted or unexpected scenarios. Part of owning a service-based business means dealing with the ups and downs of managing staff and dealing with clients.
Cancelations throwing your days out and messing up your earnings? Create a cancelation policy.
Staff getting distracted on their phones while they’re meant to be servicing clients? Create a policy around phone use while at work.
You can’t know what the day is going to throw at you, but you can prepare policies for how you will handle tricky situations.
Policies can and should be established for clients as well as staff. Implemented well, they create clarity, organization, safety, and empowerment — a place where everyone knows what is expected and which rules apply to them.
This transparency encourages everyone — clients and staff alike — to behave respectfully. And it tends to deter those who may not like to follow the rules, which is actually a big win for you!
In some cases, the mere fact that you have solid policies in place minimizes the chance of encountering these frustrating situations, to begin with.
Types of Salon Policies
There are many beauty salon policies and procedures out there. Many of them will apply to everyone, while some are relevant only to certain businesses.
Which policies should you enforce in your business?
Things come up, and it’s important to be understanding, but if you’re too lenient, other people’s messy lives can impact the profitability of your business. Salon cancellation policies should be reasonable but strict.
Consider setting a policy that enforces that cancelations must be made within a certain time frame before the scheduled appointment, or the client will be charged a cancellation fee.
The thresholds that you set here will be completely up to you. As we mentioned in our in-depth post on handling appointment cancellation, the “right” cancellation window depends on your business and services.
For some salons, it makes sense to have a 72- or 48-hour cancellation window. Others can do 24 or even 12 hours.
The same thing goes for your cancellation fees.
While some salons need to charge a 100% cancellation charge, others would rather go with 50%. Some would even collect a deposit before booking the appointment.
Do what makes the most sense for your business.
As for the cancellation policy wording, you want to keep things simple and to the point. The specific style you use will depend on your business and preferences; but no matter what you do, make sure the policy is easy to understand and respect.
Here’s a quick sample:
“We understand that things can come up. We value your time, and we hope you value ours, too. In the event you need to cancel your appointment, please be sure to notify us no later than 24 hours before your scheduled appointment. Failure to notify us in time will incur a cancelation fee.”
Need more inspiration for how to word your policy? Here’s a cancellation policy inaction from Brows by Brooklyn:
Latecomers can completely throw off your day. There are a couple of ways you could handle them. If the service can be reduced to a lesser time, your policy could simply be:
“If you are delayed in your arrival, please remember that your service will end at its original time.”
If, however, you are doing nails, hair, or any other service that requires a particular amount of time, your latecomer policy template could be something like this:
“Please be sure to arrive on time. Any late arrivals, more than 10 minutes, will need to be rescheduled and will incur a late cancelation fee.”
Consider the example below from Liv Salon
No Show Policy
Much like the cancellation policy, this one is designed to make sure people notify you if they don’t intend to come in. Your no show policy template may read like this:
“Please be advised that our salon has a no show policy whereby any no shows will be charged a late cancelation fee.”
Hair Republic Barber & Salon enforces its no show policy really well and makes it clear on their booking page.
Have a look below:
Unless you cater to kids specifically, it can be tough to provide a relaxing service to all of your clients when kids are in the salon. It’s advised that you have a policy on this, reading as follows:
“To guarantee the comfort of all of our clients, we do not allow children in the salon. Failure to follow this policy will result in the appointment needing to be rescheduled and may incur a late cancelation fee.”
You can’t please everyone.
That’s just a fact of life, and it certainly applies to salons.
No matter how hard you try to offer perfect services, you will encounter clients who aren’t 100% happy with their experience. And in some cases, they may ask for their money back.
What kind of policy you implement around refunds is entirely up to you, but here are some options:
Some salons will offer a re-do or set up a meeting to discuss the client’s issue. You may even want to set a time frame for re-dos and meetings. As Kara Williams, a master colorist told Behind the Chair:
Fixes, if you contacted me within a week, are complimentary. I try to honor that even if they just decided what they chose wasn’t for them. That’s just good customer service and typically no more than a glaze. But if they need a big change (a girl asked me to redo full head of extensions because she changed her mind about what side she wanted her part on) or take longer than a week to complain, then they have to pay for a new service. No refunds.
As for how to word your refund policy, consider saying something along the lines of…
“If you are unhappy with your service, we will gladly work with you to fix it, but due to the nature of the service, we do not offer refunds.”
There are exceptions to this, though.
With the prevalence of online systems, salons are capturing a lot of information on their clients. That’s why you must set policies to make your clients feel comfortable about how this information is used.
Here’s an example of what your policy could look like:
“Customer information in our files is used to improve your service and send important messages as well as marketing communications. We do not, under any circumstances, share this information with third-parties.”
- The types of information you collect
- How customer data is used
Salon Policies for Employees
Policies for staff are a little easier to get across and can simply be added to any onboarding documentation when staff is hired and listed in the break room so that it is clear what is expected of staff when they are at the salon.
There are many rules and policies that you can enforce on your staff. Below is a nice long list of suggestions:
- Staff is expected to arrive on time, ready to start work. Multiple late arrivals could result in dismissal.
- Workspaces and common areas are to be kept tidy. All staff are expected to clean up after themselves.
- No drama in the salon.
- The use of drugs or alcohol at work will result in dismissal.
- When calling in sick, management must be notified with ample time to find a replacement.
- Staff is expected to keep appearance tidy and professional at all times.
- Professionalism is expected, always. Staff is never to argue with customers.
- Staff is expected to treat one another with respect and professionalism at all times.
- Cell phone use is only permitted on breaks.
- If you are sick, stay home.
- Theft is not tolerated. Removing anything that is not yours from the premises without permission will result in termination.
- Customers are to be greeted as soon as they walk in the salon.
- Staff is to always be polite, friendly and upbeat with customers.
- Staff is expected to participate in all team meetings and training sessions.
- Staff is expected to recommend products and upsell where possible.
Don’t Overlook the Importance of Salon Policies!
Policies and procedures may not be all that fun to implement, but they’re necessary for any business.
With complete transparency and the comfort that you are safeguarded against many usually stressful situations, you can invest more energy in pleasing your clients and enjoy the satisfaction that comes from watching them walk out with that extra pep.
And when in doubt, ask a professional. Consumer and employment laws vary from one state or country to the next, so when crafting your policies, it’s a good idea to have a legal professional go over your documents. This ensures that you’re operating on the right side of the law and you minimize the chances of landing in legal hot water.
Choose a System That Lets You Communicate Your Policies with Ease
Already have your salon policies in place? Great! Make sure your booking system lets you communicate those policies efficiently.
Genbook, for example, makes it simple to add your salon policies to your booking page as well as in your confirmation emails. We help you make sure that you and your clients stay on the same page and have a smooth experience.
Learn more about Genbook’s powerful capabilities by taking a free trial — no credit card required!