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Team Resources
Secret Shopper Stylist
Secret Shopper Support Staff Check In & Out
Secret Shopper Support Staff Phone Call
Adjustment Redo Form
Bridal Availability Update – 2024
RedBubble (Branded Apparel)
Secret Shopper Support Staff Phone Call
Guest Name
Location Shopping
Lynnwood
Mill Creek
Smokey Point
Snohomish
Woodinville
Call answered before going to voicemail
Yes
No
Correct greeting format used-"Thank you for choosing..."
Yes
No
Salon location identified
Yes
No
Person answering phone identified themselves by name
Yes
No
Guest Services' Name (if given)
Tone of voice is friendly, warm, polite
Yes
No
Confirmed location desired
Yes
No
Asked if there was a preferred Stylist
Yes
No
Offered specific and strategic reservation start times (i.e. "would 1pm work?" vs, "they're wide open and can do any time."
Yes
No
Asked clarifying questions regarding the service desired, repeating the information back to confirm understanding
Yes
No
Offered additional service opportunities (i.e. adding a haircut to color services, treatments for haircuts, etc)
Yes
No
Solutions or alternatives offered if no spots available that meet the guest's scheduling needs
Yes
No
N/A
Any prices given are quoted as "starting at..."
Yes
No
N/A
Confirmed if new guest or returning guest
Yes
No
New Guest - Check If Information was Gathered
First and last name
Phone number
Email address and spelling
Mailing address
Lead source gathered-"How did you hear about us?"
If guest was referred in, the name of the referring guest was gathered
Returning Guests - Check if Information was Verified
First and last name
Confirm last four of phone number
Confirm email
Informed of 24hr cancellation policy
Yes
No
New color guest-Informed of Patch Test Waiver
Yes
No
N/A
Informed of a home care, gift card, or service special currently running
Yes
No
Reservation Details Re-confirmed: Check all that were verified
Service/s
Stylist
Date & time
Location
Length of service time estimate provided
Soft-closing statement used- "Is there anything else I can assist you with?" "What questions do you have?"
Yes
No
"We look forward to seeing you!"
Yes
No
Send
Thank You!
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