Salon Processes 

Sanitize

• To remove dirt and debris, usually with soap and water

Disinfect

• Use of EPA registered chemical that is bactericidal, virucidal, and fungicidal

Labels and chemicals

• Must have a manufacturer label and follow instructions including contact time.

Break room

• LucasCide shall be prepared at least daily, more if it becomes diluted or soiled. The same follows for salons in WV that have disinfectants at their station. 

  • Example of soiled: Hair or debris is visible 

• Combs, brushes, clipper brushes, and clips must be sanitized before going into the disinfectant. Once the contact time has been met items will be rinsed and dried before placing in their containers.

• Laundry- Use one laundry sheet and hot water

Bathroom

• All chemicals shall be kept in a locked cabinet or break room.

• Soap and paper towels must always be available.

• The trash can will have a functioning lid.

Cutting floor/station

• Trash cans will have a functioning lid.

• A disposable spatula will be used for pucks.

• Clean items and utensils will be kept away from soiled items.

• Cutting tools will be sanitized and disinfected before taking the next customer. Do so by using a clean clipper brush to remove hair and debris. Followed by a disinfectant that remains visibly wet for the appropriate contact time (Clini Clip 2 min).

• All combs and brushes must be sanitized and disinfected before taking the next customer. Do so by removing debris, and washing with soap and water. Followed by completely submersing them in Lucas-cide for 10 minutes. WV will use glass jars on stations, all other states will use containers in the dispensary. 

• Hands must be washed before serving the next customer.

• Neck strips will be used on every customer.

• The shampoo bowl will be sanitized and disinfected after each use.

• Hair will be swept and emptied in the trash between each customer.

• If lice or blood are present during a service the stylist will immediately stop service to sanitize and disinfect.

  1. Sanitize: wash porous items

  2. Disinfect: Use LucasCide Pink to clean all surfaces including; the chair, station, and around the chair. 

  3. Use disposable gloves to clean up any blood spills.

• Salons must have running hot/cold water, in the event of water not being available contact your GM.

Greet and introduce.

• Smile and say, "Hi, welcome to Great Clips," to greet customer.

• Use customer's name as you explain the waitlist, OCI or ReadyNext® text.

• Introduce yourself, be kind, and walk customer to the cutting chair.

Review Clip Notes® and connect through consultation.

• • Use Clip Notes® to review previous haircuts and connect through consultation.

  • Listen, ask questions and confirm what customer wants using the hand mirror.

Engage to create the cut.

• • Using the Great Clips Technical Foundation, engage to create the cut customer wants.

  • Provide personalized product recommendation as you complete the haircut.

Ask questions to confirm satisfaction.

• • Use the hand mirror to confirm satisfaction and ask questions to ensure customer received the haircut they wanted.

  • Remind customer you will update their Clip Notes® so they feel confident with any stylist.

Thank and invite back.

• • When removing customer's cape, use their name and thank them for coming in.

  • Confirm Clip Notes® have been updated, say thank you again and invite customer to return based on haircut cycle.

PROCESS:  EMPLOYEE INCIDENT AND/OR INJURY

• Address the injury situation appropriately, seeking immediate medical attention if need.

• If able, the injured person will complete a Report of Incident within one hour of the incident. All documents (Injured person(s), witness, supervisor) can be found in the Tools and Resources section of this website. 

• All witnesses, employees, and customers who were present at the time of the injury must complete a Report of Incident.

• The general manager must be called by someone at the salon immediately.  The general manager will then provide direction on the next steps and the process.

• When an employee is involved in the incident, the general manager will call  Christina Koenig, Employment manager @ 937-602-6803 to provide preliminary information about the incident.

  1. • The Employment Manager will call the injured employee and any witness to the incident to collect additional information.

     • The incident will be added to the incident/injury form, incident tracking log, and create an employee profile which is located in the drive.  

     • For minor injuries such as a cut finger, no follow-up is required unless the injury requires a follow-up appointment. 

     • If the employee is in need of medical attention, a follow-up call may possibly be made by the operations manager/director afterward.  As well as, a follow-up call will be made by the employment manager. 

     • A request will be made for information associated with the follow-up and supporting documentation may be requested.   

PROCESS: CUSTOMER INCIDENT AND/OR INJURY

October 2021

By definition, an incident is an event that is outside of the normal customer experience for our employees and can include a variety of situations.  It is when our employee reaches a level of fear or discomfort that this process applies.  That level of fear or discomfort is no doubt different for different people.  An injury is an event in which a customer experiences some level of bodily harm, no matter the cause.  Injuries can be slight to severe.

When a customer is involved in an incident an involved salon employee will contact the operations specialist, Dawn Hochwalt, at 419-341-0539.

The following steps will be taken as soon as possible:

• Incidents - General: 

  • When a customer’s emotions (getting mad, frustrated, verbally attacking, etc.) appear to be escalating,  the first goal should be to DE-escalate the situation by using the following method:

    • Listen to the customer and don’t argue.

    • Apologize to the customer.

    • Solve the issue if possible.

    • Thank the customer.

  • If the customer continues to be aggressive and/or use profanity, the employee has the RIGHT and OBLIGATION to ask the customer to leave.

  • If the customer refuses to leave, place an urgent call to the General Manager, Kim Hubbard, or Clara Osterhage for direction.

• Incidents - Sexual advances:

  • When a customer expresses sexual advances (words or touching) towards an employee, the first step in addressing it is to tell the customer that the words or behavior is inappropriate and needs to stop, example: “I am not comfortable with those words/that behavior.  Please stop.”

  • If the customer continues with sexual advances, the employee has the RIGHT and OBLIGATION to ask the customer to leave.

• When a customer is involved in an incident or is injured in a salon, an involved salon employee will contact Christina Koenig, Employment Manager, at 937-602-6803

• Injury: 

  • Customer injuries inside the salon can include falls, cuts, tripping, etc.

  • In emergency situations, 911 will be called.

Whether an incident or injury, an investigation will be completed by the Operations Specialist or the Employment Manager who will ask that incident forms are completed by all who were present and witnesses to the event. 

Managers will email completed incident reports as soon as possible to Dawn Hochwalt at Dawn.hochwalt@rloinc.net, preferably within 2 days of the incident. 

Managers will email completed injury reports as soon as possible to Christina Koenig at Christina.koenig@rloinc.net, preferably within 1 day of the injury. 

Follow-up forms need to be included in both incident and injury reports.  The severity of the incident/injury will determine if reporting is needed earlier, and arrangements will be made accordingly.

A follow-up call will be made by the Operations Specialist or Employment Manager to any staff member and customer who witnessed the incident for the purpose of collecting any additional information.

All incidents and/or injuries will be reviewed with Clara Osterhage.

All documentation will be filed and maintained in the appropriate file in Drive.

How to Handle Constructive Customer Feedback

Constructive customer feedback is received from two primary sources - from the customer during their visit and through the Great Clips customer feedback channels (online and by phone).

Feedback during the customer visit

When a customer complaints are received in the salon, a member of management will follow:

• Listen to their concerns.

• Apologize for falling short of their expectations.

• Ask what you can do to satisfy the customer within reason.

  • • If you are unable to resolve the customer's stated issue, let them know

    • The salon manager will call the Operations Specialist to request follow up with the customer

• Thank the customer for giving you the opportunity to make it right.

If the issue is not resolved, salon management will notify the operations specialist to contact the customer. 

Feedback via other sources

• The Operations Specialist receives customer feedback, good and constructive, in a variety of ways.

  • Through Great Clips, Inc.’s vendor, CRS (phone and online)

  • Salon Facebook pages

  • Great Clips, Inc.’s Facebook page

  • Other agencies (Better Business Bureau, etc.) 

• The operations specialist will attempt to contact the customer and will share any findings with the salon manager and general manager, including any photos that were submitted, via email.

• The salon manager will meet with the employee to ask questions and collect information.  

• The salon manager will work with the HR manager and general manager to determine the severity and frequency of the feedback and if further disciplinary action is required. 

• After addressing the complaint with the stylist, the salon manager will email the operations specialist to notify the employee was met with and share any findings.

Contagious/Communicable Disease Process

Licensees shall not preform a service on a client who has visible swelling, eruption, redness, bruising, rash, or a parasitic infestation in the area where service is to be preformed. 

• Stylists will follow all state laws and rules related to management of communicable diseases.

• Stylists should recognize potential signs or symptoms of a communicable disease is present on the customer's skin or scalp during the consultation. However, there will be times when the service has begun. In all situations, communications with the customer need to be discreet and not shared with others in the salon. In any situations, stylists will live out our core value “We are kind”.

• If potential signs or symptoms are present stylists will:

  • Parasitic Infestation (Lice): Communicate with the customer, or adult present, that it appears to be lice. Stylists will be sure to not give a diagnosis as they are not licensed to do so.

  • Open wound on the scalp area: Communicate to the customer that it is against state laws to perform a service when there is an open wound present. 

R.L.O. Inc., Scheduling Process

• The operations administrator will set all inputs for peak weeks (Example: BTS, holidays, etc.)

• Schedules will be created based on the scheduler recommended shifts, and ready for the operations administrator and General Managers to review on Mondays, 12 days prior to the start of the schedule. 

• The operations administrator will provide feedback to the general managers on the schedules no later than Wednesday, 9 days prior to the start of that schedule.

• General managers will check their salons schedules for: Fairness, salon specific concerns, unscheduled recommended floor hours, floor hours scheduled outside of recommendations, receptionist hours. 

• General managers will approve or provide feedback to salon managers no later than Wednesdays, 9 days prior to the start of that schedule

• Schedules will be posted for all salon employees no later than Wednesdays, 9 days prior to the start of that schedule.

• Managers and general managers will be held accountable for the scheduling results: Waits and Payroll.

• GMs will follow up with managers ensuring: Posted schedules reflect feedback given, schedules are posted on time. 

For emergency maintenance call

• • Clara (937)620-9995 if no answer call,

    • Kim (937)620-1195

Non-emergency maintenance issues

• • Report all issues to the salon manager as soon as possible

  • The salon manager will enter a work order request via email fixit@rloinc.net

Daily or as needed

• • Lobby

    • Frequently wipe down the front desk, door handles and lobby chairs 

    • Keep door and windows free of clutter and smudges

  • Restroom

    • Keep sink, mirror and toilet clean

    • Ensure an adequate supply of toilet paper, paper towels, and hand soap 

  • Cutting Floor

    • Ensure all stations are stocked

    • Keep all stations, shampoo bowls, and cupboards clean and clutter-free

    • Remove dirt, salt, and leaves as needed.

    • Take trash out at needed

  • Breakroom

    • Keep all personal items locked in your locker while you are working.

    • Wipe down frequently used surfaces with Lucas-Cide RTU

    • Leave the breakroom clean and trash free for the next person

Weekly or as needed

• • Damp mop cutting floor

  • Remove product, clean product shelves and product bottles

  • Wipe down sails with a towel and water

Monthly or as needed

• • Declutter break room and office

  • Wipe down baseboards

• Coupons will be accepted if they can be scanned or have a valid single-use code. 

• If an offer shows invalid, check the expiration date and the market where the offer is valid. 

• If an offer should be valid but Is not working

  • Send POS error message, photo of coupon, and salon number to the marketing manager @Kaylynn.hartmann@rloinc.net

• If the offer isn't valid, you can apply the $2 off discount by scanning the "Other Great Clips" key tag. 

• All offers must be scanned or entered using Single-Use Code Field. The drop-down picklist should only be used when absolutely necessary.

• Only one coupon can be applied per service.  If your salon has an automatically applied coupon (like a haircut sale), and a consumer redeems a coupon for a lower price, you'll need to remove the first coupon to apply the lower-priced coupon. 

• Coupons should be attached to receipts (all physical coupons including barcodes & single-use coupons)

• If a physical coupon isn't available (digital offer, military discount, Wigs for Kids, etc.), please have the customer initial the receipt to confirm they received a discount.

• Retail Discounts: 

  • All promotions must be scanned using the promotion barcode sheet. The drop-down picklist should only be used when absolutely necessary.

  • Promotional discounts may only be applied to the corresponding product. Example: $12.99 Sexy Sale may only be applied to Sexy Hair products.