HANDLING CLIENT LATE ARRIVAL FOR ACNE PROGRAM CLIENTS

Policy

1. The Client is Called 5 Minutes Past Their Appointment Time to See if They are On Their Way

As a courtesy, once the client is 5 minutes late, we call them to see if they are on their way.

2. Depending on the appointment type, if the Client is going to be More Than 10-15 minutes Late this is typically Handled as a No-Show (Refer POL-146)
3. If the Client is MORE than 15 Minutes Late, they can still be seen for a Acne Program Regimen changes at a bare minimum
4. The Front Desk Associate Always Informs the Esthetician of Any Late Arrivals via Slack
5. The Client is Treated with Courtesy and Respect

Task

When the client is more than 5 minutes late to a scheduled appointment, the Front Desk Associate:

1. Calls or Texts the client after 5 minutes from scheduled appointment time

2. If you call the client and they are running behind by more than 10-15 minutes, offers a few different options to the client:

• • If there are no appointments scheduled after them and they are only a few minutes away, inform them they can still be seen.

• • If there is another appointment booked immediately afterwards:

1. 1. 1. IF 10 MINUTES LATE: Still have an Acne Peel and regimen change but no extractions (no $55 fee)
      2. IF 15-20 MINUTES LATE:
         1. Move appointment to later time in the day (no $55 fee and they get the full service)
         2. Hold appointment but only do a regimen change. No Acne Peel or extractions. Fee is $55 for the regimen change.
            1. If the Acne Peel is forfeited, the client should be scheduled for the Acne Peel in the next 1-2 days so the treatment is not skipped.
2. If you receive a voicemail, leave a message indicating:

“Hi __________, we had you scheduled for an appointment at _______(time) today and it is now ______(time). If you are on your way to this appointment, please give us a call back. If for some reason you are unable to make this appointment, please give is a call to reschedule.”

4. If the client cannot be seen or never replies, this qualifies as a “no-show”. Refer to TSK-146 and proceed starting with step #4
5. If the client can be seen, informs the client’s Esthetician that the client will arrive any minute