This section covers what to do when clients arrive early, arrive late, or when estheticians are running behind. These guidelines help us stay on time, avoid domino delays, and maintain a smooth experience for everyone.
If you’re available and the client is too, take them early. Unless you’re on a scheduled break or have already spoken with management about needing space between appointments, there’s no need to leave a client sitting in the lobby until the exact appointment time.
If you're stocking or doing side tasks, those can wait — you’ll have extra time after the service since you took the client early.
We try to be as fair as possible. That means having cutoffs that protect your schedule, but also communicating clearly and consistently.
Client Cutoff Times:
Brazilians: Client must have at least 15 minutes remaining in the appointment.
All other services: 5-minute cutoff.
Small services (lip, underarm): Must arrive right at the appointment time.
Multiple Services Booked?
Don’t cancel or no-show the entire visit.
Let them know: “We may not be able to do everything today, but we’ll fit in as much as we can.”
Services they are too late for are considered late cancels.
Late Cancel Fees:
If they’ve never had this happen before: no fee. But explain that they will next time.
Otherwise, follow the late cancellation policy. Use the standard script to explain whether or not they’ll be charged.
We don’t want estheticians running late for the rest of the day — or clients getting rushed, half-done services. That’s why we stick to these timing rules. They help you protect your flow, your quality of work, and our reputation.
We don’t make exceptions when there isn’t enough time left to give a full, high-quality service.
Just like clients, estheticians should also be on time.
You’re allowed to be:
Up to 15 minutes late for Brazilians
Up to 5 minutes late for other services
Not at all late for small services
If you’re always running behind, that’s a sign your timing is off. Adjust your service times so clients aren’t left waiting — because it reflects poorly on us when we charge a client for being 5 minutes late but regularly start their appointments late ourselves.
If you’re in the salon and notice a client hasn’t been taken back yet, and the esthetician is running behind, you may be allowed to step in only if:
The client’s about to hit the cutoff time
You’re available
It’s not a request (or the request has approved the switch)
We want to help — not make it awkward or feel like clients are being stolen.
If you’re running behind and someone else is free to help, we use a discreet in-room code phrase so everyone stays professional and the client doesn’t feel awkward.
Use this phrase:
“Hey [Name], can you switch my schedule over for me?”
This lets the other esthetician know that you’re asking if they can take your next client.
They should only take that client if their timing and the situation allow for it. It’s meant to be a quiet, respectful way to offer support without putting pressure on the client or making anyone feel bad.
If the esthetician you're talking to isn't able to do it, they should respond with something like:
“I’m not able to, but I’ll check with the receptionist.”
They’ll then send a Marco Polo to the receptionist letting them know that the esthetician is running behind. That way, the receptionist can start reaching out to any upcoming clients to let them know the esthetician is running a few minutes late and will be with them shortly.
There should be no pressure here. If you’re able to take the client, wonderful. If not, don’t feel bad at all. This is just a respectful system we use to check in with each other and avoid making clients feel like they’re causing problems when things run over.
If You’re the One Offering to Help:
Wait until it’s clear that the other esthetician is running behind and the client is approaching their cutoff.
Casually say, “Hey [Name], do you want me to switch your schedule over for you?”
If they say yes, go ahead and take the client — no notes are needed.
Important:
If an esthetician declines help and is continuously running extremely over on their appointments without accepting support, it’s important that this is shared with management.
We don’t want clients sitting and waiting every time they come in — it doesn’t look good on us as a salon, and it puts pressure on the whole team