Touch-Up Appointments & Cleanup Protocol

💇‍♀️ Touch-Up Appointments & Cleanup Protocol

When a client reaches out because they have hair left over or are unhappy with their service, here’s exactly how we handle it:

🟢 Step 1: Understand the Issue

• If a client reaches out (by phone, text, or email), thank them for letting us know and let them know we’re happy to get that fixed.

• Ask what service they’re referring to and confirm they want to come back for a touch-up.

👯‍♀️ Step 2: Try to Book With the Same Esthetician

• First, try to get the client booked with the same esthetician they originally saw.

• If the client doesn’t want to see that person or scheduling doesn’t work, it’s okay to book them with someone else.

📅 Step 3: Book the Cleanup Appointment

1. On the Appointment Schedule, choose the time that the client would like to come in for their cleanup.
   
   

2. Create a new appointment.
   
   

3. In the service field, type “Cleanup” and select:

   • Cleanup – 5 min

   • Cleanup – 10 min
     Choose based on how much time you think they’ll need.
     
     

4. Mark the appointment as a request so it won’t be moved to another esthetician.
   
   

5. Finish booking the appointment.
   These services are automatically priced at $0, so there’s no payment or comp needed when checking out.
   The esthetician will click Go to Payments, then Complete — done.

💸 Commission Rules

• If the original esthetician is doing the cleanup:
  They do not receive additional commission. They were already paid for the original appointment and are correcting their own work.

• If a different esthetician is doing the cleanup:
  They do get paid for the cleanup, and the amount is subtracted from the original esthetician’s commission.

🔁 Post-Cleanup Steps: Receptionist Pay Adjustment Process

If the cleanup was done by someone other than the original esthetician, follow these steps to ensure the right person gets paid:

1. The esthetician tells you:
   “Hey, I just did a cleanup. Can you complete the steps for me?”
   
   

2. Go to the Client’s Timeline

   • Click on the cleanup appointment

   • Click on the client’s name to open their full profile

   • Go to their Timeline tab

   • Scroll through and look for notes about the cleanup so you know which original appointment this relates to
     
     

3. Open the Original Sale

   • Scroll to find the original appointment and its Sale Number

   • Click the Sale Number to open the Sale tab

   • On the right-hand side, you’ll see a full breakdown of services and prices
     
     

4. Reopen the Sale

   • Click the three dots in the top-right corner

   • Select Reopen
     
     

5. Adjust the Original Service Price

   • Scroll to the service that the cleanup was for (e.g. Full Leg Wax)

   • Subtract the cost of the cleanup from the original service price:

     • 5-Minute Cleanup: $10.42

     • 10-Minute Cleanup: $20.83
       
       

   • Example:

     • Full Leg Wax = $72.92

     • Cleanup = 10 min = $20.83

     • New price for Full Leg Wax = $52.09
       
       

6. Add New Paid Cleanup Service

   • Scroll down and click Add Service

   • Add the normal “10-Minute Service” (not the zero-dollar Cleanup version)

   • Change the service provider to the person who performed the cleanup

   • This ensures the correct esthetician receives commission
     
     

7. Finish the Sale

   • Click Go to Payments

   • The remaining balance should be $0

   • If it’s not, double-check your math

   • Click Complete

🕒 What to Do If Payroll Has Already Run or the Client Is Receiving a Credit Instead of a Cleanup

If a client comes in for a touch-up after payroll has already been processed — or if the client chooses to receive a credit instead of booking a cleanup — follow these steps:

1. Do not adjust the sale in Mangomint.
   Changes made there will not affect payroll that’s already been processed.
   
   

2. Go to our shared Google Drive and open the sheet titled “Touch-Ups Past Payroll or Credits.”
   
   

3. On the first tab, enter the following details:

   • Date of the cleanup or credit

   • Client’s name

   • Description of what the cleanup or credit is for

   • Esthetician’s name

   • Service amount
     
     

4. Use the correct tab depending on location and adjustment type:

   • SF Deductions and ATX Deductions
     → For estheticians who are having an amount removed from their payroll
     
     

   • SF Credits and ATX Credits
     → For estheticians who are receiving additional funds on their paycheck
     
     

5. If the cleanup happened after payroll:

   • You will need to fill out both a deduction and a credit tab.
     The original esthetician will receive a deduction, and the esthetician who performed the cleanup will receive a credit.
     
     

6. If the client chose a credit instead of a cleanup:

   • You will only fill out the deductions tab.
     The credit will be manually applied to the client’s profile and used toward a future appointment — no action is needed on the credits tab.

7. We will handle the manual payroll adjustments based on the entries in this sheet.