This page covers how to track, document, and follow up on anything out of the ordinary — whether it's a no-show, a late arrival, a service complaint, or something that just felt “off.”
Keeping clean and detailed records helps us:
Protect estheticians from false claims
Avoid miscommunication with clients
Identify patterns or problem clients
Stay on the same page across shifts and locations
You should always make a timeline note when:
A client calls to late cancel, late reschedule, or complain
A client arrives too late to be seen
A no-show fee needs to be charged or discussed
A payment fails or card is declined
An esthetician flags a weird or concerning experience (vibes, behavior, physical reaction, etc.)
Anything happens during the appointment that might come up again later
Timeline Notes
This is your main internal communication log and should be treated like a legal record of events. Timeline notes are visible across all shifts and locations and give context over time. Use these for anything that involves:
No-shows, late cancels, or reschedules
Client complaints or issues
Esthetician or front desk concerns about a client
Missed payments or declined cards
Any unusual or noteworthy interaction
Write it clearly, completely, and in full sentences.
Include what was said, who said it, exact times, and the client’s tone or reaction if it feels important. Don’t write vague notes like “called client” — include what was discussed.
Appointment Notes
These are still internal, but they are specific to that day’s appointment and are mostly written for the esthetician.
Use Appointment Notes to communicate:
Details from the client’s intake form that are relevant to this appointment (e.g., they use Retin-A, had a chemical peel, are pregnant, etc.)
Special situations (e.g., “First Brazilian — client is nervous,” “Day before wedding,” or “Requested silence during service”)
Communication details from reception:
If you’ve reached out to the client about moving times, rescheduling, confirming gender, or anything else — log it here. That way, both estheticians and other receptionists know what’s going on.
This is also where reception can note:
Promo discount already added "checkout started- sf”
“Sent check-in reminder manually due to tech glitch"
Yellow Box (Client Info Section)
This is for important info that applies across appointments.
Use this for:
Card or payment issues (e.g., “NEEDS CC — no-show 6/2, $30.50 due”)
Waiver flags (e.g., “Marked ‘yes’ for Accutane — esthetician must verify”)
Preferences and patterns (e.g., “No waxing between cheeks” or “Do not text client”)
Be clear, specific, and professional.
If a client calls and says “I had a family emergency and can’t come,” your note should say:
6/1/25 – Client called at 12:13 p.m. to cancel her 1:00 p.m. Brazilian, citing a family emergency. Informed her we require 6 hours’ notice but that this will be her first late cancel, so no fee will be charged. She was understanding. Confirmed credit card is on file.
Include:
Date and time
Client’s wording (not yours) if they were upset or pushing back
Exact time of late arrival or missed service
Any steps taken (credit card added, payment sent, note added, etc.)
If a client calls and is very upset and leaves a voicemail or has a conversation, you can:
Note that a voicemail or call happened
Attach the call recording to their profile
Still write a summary in the timeline note so we can reference it easily without listening
Use the voice feature on your phone to quickly record everything that happened into ChatGPT and ask it to summarize and organize your message into a clean, readable log. Then copy and paste it into the timeline note and double-check for accuracy before saving.
We’ve had clients try to argue months after something happened — and the only reason we were protected was because of clear, consistent notes. You might think “this isn’t a big deal” in the moment, but it can absolutely become one.
Take 2 minutes to document it right, and your future self (and the rest of the team) will thank you.