At ReWAXation, the way we communicate — with clients and with each other — is a core part of what makes us different. Clients come to us because they feel welcome, cared for, and respected. That feeling starts before they even walk through the door, and it’s carried through every interaction they have with our team.
This section covers the full spectrum of communication expectations, including:
Representing the brand voice
Internal and client-facing communication standards
What to say and what to avoid
How and when to use ChatGPT to help phrase things
Escalation protocol
Helpful examples
Every text message, voicemail, or note you write is a reflection of our brand. We don’t use rigid, corporate language — but we also don’t sound like we’re texting a friend.
Your tone should be:
Warm, confident, and clear
Human and professional, not robotic
Friendly and understanding, without being overly apologetic
Boundaried — you can be kind and firm at the same time
We expect clean, complete, and professional writing in all communication platforms — even internal ones.
Timeline Notes & Appointment Logs:
Use full sentences, proper grammar, and time stamps
Be as specific and thorough as possible
Always include client name, what they said, and how you responded
Example:
4/18/25 – 12:02 p.m. – Client called to cancel. Said she had a migraine and couldn’t make it in. This is her first late cancel. Let her know we’d waive the fee and that we’ll need a card on file for next time. Added “Needs CC” to yellow box. – Shay
For long or detailed situations:
If it’s easier, you can use ChatGPT on your phone to dictate what happened and then ask it to organize the information clearly for the timeline notes
This can save time and ensure that what you document is clean, chronological, and easy for the next person to understand
You’re still responsible for making sure the tone and accuracy reflect what actually happened
General Reminders:
Never use emojis or casual slang in notes
Always assume someone else (manager, esthetician, or even client) may read what you wrote
Don’t guess — if you're unsure what to say, ask for help
Reach out to Shay before responding in these cases:
A client is overly upset or threatens a bad review
You’re unsure how to handle a tone-sensitive message
There’s an esthetician/client mismatch or repeat complaint
A client asks for a full refund or insists on a policy exception
Something just feels off or too big to handle solo
It’s always better to check in first and get guidance — especially when it comes to tone and high-stakes situations.
We often use ChatGPT to help write or polish text messages — but you should always treat it like a starting point, not a final answer.
Here’s how to do it right:
Ask for help phrasing a message or explaining a policy
Then say:
“Make this sound like me and remove any em dashes.”
Read it out loud to see if it actually sounds human
Make small edits so it doesn’t feel AI-generated
Avoid anything that sounds stiff, overly polished, or unnatural
If it doesn’t sound like something you’d actually say, it needs work.
Always lead with warmth — even if it’s a boundary
Avoid sounding like a script or template
Don’t say “we” if it’s a personal message (use “I” if you’re the one helping)
Be direct, not vague — include times, names, cutoffs, and links
Try not to over-apologize. You can be empathetic without being sorry for enforcing policies
Ask yourself:
Does this sound like something I’d actually say out loud?
Is it clear, kind, and professional?
Does it represent the ReWAXation vibe?
Is it over-apologizing or bending on boundaries?
Would I feel good receiving this as a client?
If the answer is no to any of those — rewrite, simplify, or escalate.