team and service

Code of Conduct

1. Professionalism: Maintain a professional demeanor at all times when representing AES BEAUTY.
2. Respect: Treat all clients, colleagues, and partners with dignity and respect.
3. Integrity: Conduct all business activities with honesty and ethical standards.
4. Confidentiality: Protect client information, treatment details, and proprietary business practices.
5. Inclusivity: Create a welcoming environment for clients of all backgrounds, ages, genders, and appearances.
6. Compliance: Follow all applicable laws, regulations, and professional standards in the beauty industry.

Dress Code and Appearance

1. Professional Attire:
   • All staff must wear clean, professional attire in black, white, or company-approved colors.
   • Clothing must be clean, wrinkle-free, and in excellent condition.
   • Closed-toe shoes are required for safety (service providers may need non-slip options).
2. Personal Presentation:
   • Hair should be clean, styled, and out of the face during services.
   • Makeup (if worn) should be professionally applied and demonstrate skill.
   • Nails should be clean, manicured, and of appropriate length for service providers.
   • Minimal jewelry that doesn’t interfere with services or safety.
3. Personal Hygiene:
   • Maintain impeccable personal hygiene, including regular bathing.
   • Use unscented or lightly scented personal products.
   • Refrain from smoking before or during shifts.

Attendance and Punctuality

1. Scheduling:
   • Schedules will be published two weeks in advance.
   • Time-off requests must be submitted at least two weeks in advance.
   • Schedule changes require manager approval.
2. Punctuality:
   • Arrive 15 minutes before your first appointment or shift.
   • Provide minimum 24-hour notice for planned absences.
   • For emergencies, contact management as soon as possible (minimum 3 hours before shift).
3. No-shows/Late Policy:
   • First occurrence: Verbal warning
   • Second occurrence: Written warning
   • Third occurrence: Final warning/possible suspension
   • Fourth occurrence: May result in termination

Communication Standards

1. Internal Communication:
   • Check company communication channels (email, messaging app) daily.
   • Respond to team communications within 24 hours.
   • Participate actively in team meetings and training sessions.
2. Client Communication:
   • Address clients by name and with appropriate titles.
   • Speak clearly and professionally, avoiding industry jargon.
   • Respond to client inquiries within 24 hours.
   • Maintain appropriate boundaries in all client communications.
3. Conflict Management:
   • Address concerns directly with involved parties when appropriate.
   • Involve management when direct resolution isn’t possible.
   • Maintain professionalism during disagreements.

Performance Expectations

1. Service Standards:
   • Deliver consistent, high-quality services according to training and protocols.
   • Complete services within designated timeframes.
   • Maintain required certifications and skills.
2. Sales Goals:
   • Meet individual retail sales goals (set quarterly).
   • Educate clients on appropriate home-care products.
   • Participate in promotional events and initiatives.
3. Client Retention:
   • Maintain minimum 60% client retention rate.
   • Encourage pre-booking for next appointments.
   • Follow up with new clients within one week of service.

Professional Development

1. Required Training:
   • Complete all onboarding training before performing services.
   • Attend monthly skill development sessions.
   • Participate in product knowledge training for new lines.
2. Continuing Education:
   • Complete minimum 10 hours of continuing education annually.
   • Share new techniques or knowledge with team appropriately.
   • Maintain required licenses and certifications.
3. Career Advancement:
   • Performance reviews conducted quarterly.
   • Advancement opportunities based on skills, performance, and business needs.
   • Mentorship opportunities available for interested team members.

Conflict Resolution

1. Team Conflicts:
   • Address issues directly with colleagues when appropriate.
   • Request mediation from management when needed.
   • Follow formal complaint process for serious concerns.
2. Client Conflicts:
   • Remain calm and professional during client disagreements.
   • Escalate to management when unable to resolve issues.
   • Document all significant client conflicts.
3. Zero Tolerance Issues:
   • Harassment, discrimination, or violence will not be tolerated.
   • Report zero tolerance issues to management immediately.
   • All reports will be investigated thoroughly.

CUSTOMER SERVICE POLICIES

Service Standards

1. Client Greeting:
   • Acknowledge all clients within 30 seconds of arrival.
   • Offer refreshments to waiting clients.
   • Use client names during interactions.
2. Service Delivery:
   • Perform thorough consultations before each service.
   • Follow established protocols for all services.
   • Maintain focus on client during service (minimize personal conversations/phone use).
3. Post-Service:
   • Review results with client and ensure satisfaction.
   • Recommend appropriate home-care products.
   • Pre-book next appointment when possible.
   • Escort client to checkout and properly transition to front desk staff.

Customer Experience

1. Salon/Store Environment:
   • Maintain clean, organized, and pleasant environment.
   • Control noise levels for relaxing atmosphere.
   • Ensure appropriate temperature and comfort.
   • Provide current reading materials and amenities.
2. Personalization:
   • Record and reference client preferences.
   • Acknowledge returning clients appropriately.
   • Customize services to individual needs when possible.
   • Recognize special occasions when known.
3. Wait Time Management:
   • Inform clients of any delays exceeding 10 minutes.
   • Offer options when significant delays occur.
   • Provide appropriate compensation for excessive waits (discount, free add-on service, etc.).

Consultation Process

1. Initial Consultation:
   • Allow minimum 10 minutes for new client consultations.
   • Use consultation forms to document client goals, concerns, and history.
   • Perform patch tests when required for services.
   • Set clear expectations for results and maintenance.
2. Service Planning:
   • Clearly explain recommended services and products.
   • Discuss timing and pricing transparently.
   • Address any concerns before beginning service.
   • Document any special needs or preferences.
3. Follow-up:
   • Check in with clients during multi-step services.
   • Conduct post-service consultation to ensure satisfaction.
   • Document service details for future reference.

Returns and Exchanges

1. Product Returns:
   • Unused products may be returned within 30 days with receipt for full refund.
   • Used products may be returned within 14 days with receipt if client experienced issues.
   • No receipt returns receive store credit at current selling price.
2. Service Guarantees:
   • Client dissatisfaction must be reported within 7 days of service.
   • Touch-ups or adjustments provided at no charge within 14 days of original service.
   • Manager approval required for service refunds.
3. Special Orders:
   • Non-refundable 50% deposit required for special orders.
   • Special orders cannot be returned unless defective.
   • Store credit only for canceled special orders after processing.

Customer Complaints

1. Complaint Handling:
   • Listen actively to the client’s concern without interruption.
   • Express empathy and avoid becoming defensive.
   • Document all complaints in the client management system.
2. Resolution Authority:
   • Staff authorized to offer solutions up to $50 value.
   • Shift leads/managers can authorize solutions up to $200 value.
   • Owner approval required for higher-value resolutions.
3. Follow-up Process:
   • Contact client within 48 hours after complaint resolution.
   • Document resolution and outcome.
   • Review significant complaints in team meetings (without client identifying information).

SALON/STORE OPERATIONS

Opening and Closing Procedures

1. Opening Checklist:
   • Arrive 30 minutes before first appointment.
   • Turn on all systems and equipment.
   • Check appointment schedule and prepare for the day.
   • Ensure cleanliness of all areas.
   • Count register float and verify starting amounts.
2. Closing Checklist:
   • Clean and sanitize all stations and common areas.
   • Restock products and supplies.
   • Balance register and prepare bank deposit.
   • Set security system and verify all doors locked.
   • Turn off all equipment and lights.
3. Shift Transitions:
   • Brief incoming staff on relevant information.
   • Complete all client documentation before leaving.
   • Clean and prepare station for next staff member.

Appointment Management

1. Scheduling Guidelines:
   • Book appropriate time blocks for each service.
   • Allow 15-minute buffer for new clients.
   • Confirm appointments 24-48 hours in advance.
   • Document client preferences and history.
2. Cancellation Policy:
   • 24-hour cancellation notice required.
   • First late cancellation: Warning
   • Second late cancellation: 50% service charge
   • No-shows: Full service charge
   • Consistent late arrivals/cancellations may result in pre-payment requirement.
3. Wait List Management:
   • Maintain active wait list for popular times/providers.
   • Contact wait list clients promptly when openings occur.
   • Document wait list preferences accurately.

Inventory Management

1. Retail Products:
   • Maintain minimum stock levels for all retail products.
   • Perform weekly inventory counts.
   • Report low stock to designated manager.
   • Rotate product stock appropriately (FIFO).
2. Professional Products:
   • Track usage of professional products weekly.
   • Follow proper dispensing protocols to minimize waste.
   • Keep backbar areas stocked and organized.
   • Report product performance issues promptly.
3. Ordering Process:
   • Place orders on designated day each week.
   • Use approved vendors and ordering forms.
   • Verify deliveries against purchase orders.
   • Report discrepancies immediately.

Cleanliness and Sanitation

1. Personal Stations:
   • Clean and sanitize stations before and after each client.
   • Properly dispose of single-use items.
   • Sanitize all tools according to state regulations.
   • Maintain organized, clutter-free workspace.
2. Common Areas:
   • Check and clean restrooms hourly.
   • Keep reception area neat and welcoming.
   • Maintain clean refreshment station.
   • Immediate cleanup of spills or hazards.
3. Equipment Maintenance:
   • Follow manufacturer guidelines for equipment cleaning.
   • Report malfunctioning equipment immediately.
   • Perform daily, weekly, and monthly maintenance tasks as assigned.
   • Document all equipment maintenance.

Safety and Security

1. Emergency Procedures:
   • Know location of first aid kit, fire extinguishers, and emergency exits.
   • Follow established protocols for medical emergencies.
   • Maintain current emergency contact list.
   • Report all incidents regardless of severity.
2. Building Security:
   • Verify identification before admitting visitors outside business hours.
   • Follow opening/closing security protocols.
   • Report suspicious activity immediately.
   • Never share alarm codes or keys.
3. Client Safety:
   • Perform patch tests when recommended.
   • Maintain accurate client health and allergy information.
   • Follow proper sanitation and disinfection protocols.
   • Use products only as intended and directed.

ONLINE OPERATIONS

Website and E-commerce Management

1. Product Listings:
   • Update online inventory status daily.
   • Ensure product descriptions and images are accurate.
   • Verify pricing matches in-store pricing.
   • Respond to online purchase inquiries within 24 hours.
2. Order Fulfillment:
   • Process online orders within 24 business hours.
   • Follow packing guidelines to prevent damage.
   • Include proper documentation with all shipments.
   • Update order status at each fulfillment stage.
3. Website Maintenance:
   • Test all website functions weekly.
   • Update promotional content as scheduled.
   • Report technical issues immediately to designated contact.
   • Review and respond to website inquiries daily.

Online Customer Service

1. Response Standards:
   • Respond to all online inquiries within 24 business hours.
   • Use approved templates for common questions.
   • Maintain professional tone in all communications.
   • Escalate complex issues to appropriate manager.
2. Client Support:
   • Provide product/service recommendations upon request.
   • Assist with online booking issues promptly.
   • Document all significant interactions.
   • Follow up on resolved issues to ensure satisfaction.
3. Online Reviews:
   • Monitor review platforms daily.
   • Respond to all reviews (positive and negative) within 48 hours.
   • Follow response templates for negative reviews.
   • Alert management to serious complaints immediately.

Social Media Guidelines

1. Content Standards:
   • Post only approved content or follow content calendar.
   • Maintain consistent brand voice and aesthetic.
   • Obtain proper permission before posting client images.
   • Follow industry regulations regarding before/after images.
2. Engagement Protocols:
   • Respond to all direct messages within 24 hours.
   • Like and acknowledge client mentions.
   • Refer booking requests to proper channels.
   • Escalate negative comments to management.
3. Personal Use:
   • Do not post about clients on personal accounts.
   • Maintain professional image on publicly visible personal accounts.
   • Do not respond to negative comments about the business from personal accounts.
   • Understand that you represent the company even on personal platforms.

POLICY ENFORCEMENT

1. Policy Availability:
   • Policies will be provided during onboarding.
   • Current policies available in employee portal.
   • Policy updates will be communicated promptly.
   • Annual policy review and acknowledgment required.
2. Progressive Discipline:
   • Verbal warning
   • Written warning
   • Final warning/Performance improvement plan
   • Suspension/Termination
3. Documentation:
   • All policy violations will be documented.
   • Employees will receive copies of written warnings.
   • Performance improvement plans will include clear metrics and timelines.
   • Documentation will be maintained in employee files.
4. Appeals Process:
   • Employees may appeal disciplinary actions in writing.
   • Appeals must be submitted within 7 days of action.
   • Appeals will be reviewed by management within 14 days.
   • Decision after appeal is final.