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brow service observation
Check-In Lobby
Welcomes the guest with a friendly greeting
Introduces themselves by name
Escorts the guest down the hallway to the wax suite
Yes/No
In Suite
Tells guest the bed has been sanitized, and pulls out new bed paper in front of the guest
Yes/No
Asks the guest if they have ever waxed before
Yes/No
Confirms services prior to starting
Yes/No
Offer respective add ons
Yes/No
Directs the guest to lay on the bed
Yes/No
Explains and applies the first two steps (Pre-Wax Cleanser and Pre-Wax Oil) of our EWC 4 step process.
Yes/No
Hands the guest a mirror to begin the consultation process
Yes/No
Asks the guest if they are happy with the shape of their brow
Yes/No
Performs consultation describing the structure of the brow- including brow mapping
Yes/No
Clearly explains the hair that will be removed
Yes/No
Sets clear expectations with the guest on what shape is achievable during today’s visit
Yes/No
Trims any hair necessary
Yes/No
Explains step 3 of our 4-step process. (Exclusive Comfort Wax™)
Yes/No
When applying the first strip of wax, asks the guest if the temperature of the wax is comfortable (readjusts if the guest says it is too warm)
Yes/No
Uses appropriate wax technique based on the brow shape the guest (straight or curved strips)
Yes/No
Using the appropriate amount of wax- applying thinner strips on the brows
Yes/No
Applying the appropriate amount of pressure
Yes/No
Not stick picking at the strips
Yes/No
Applies wax on the brows the appropriate number of times- not going over the skin more than once
Yes/No
Ensures the guest is comfortable throughout service. (Watches body language and adjusts the temperature of the wax as well as technique as needed)
Yes/No
Hands guest the mirror to insure they’re happy with the shape
Yes/No
Tweezes any remaining hairs ensuring all hair intended to be removed is removed
Yes/No
Hands the guest the mirror to reveal brows prior to brow product application
Yes/No
Chooses brow products based on the look the guest wants to achieve
Yes/No
Uses appropriate brow product application techniques. o Buildable color, applies to desired boldness
Yes/No
Demonstrates the “T” Module by discussing the guest product needs
Yes/No
Demonstrates the “R” Module by recommending the appropriate products, services, and wax passes
Yes/No
Demonstrates the “U” Module by understanding and helping resolve guest objections
Yes/No
Hands the guest the mirror to observe brow product application
Yes/No
Explains step 4 of our 4-step process. (Renew Me™ Restoring Serum)
Yes/No
Reveals final brow look to guest
Yes/No
Completes service in the appropriate amount of time
Yes/No
Completes any additional services in the correct order for sanitation purposes, changing gloves if applicable
Yes/No
Asks the guest how they are feeling about their experience
Yes/No
Educates the guest on current promotions
Yes/No
Prepares a Post Wax Care Card for New Guests. Asks if the guest has any additional questions and lets them know what to expect after their service (ex. temporary sensitivity)
Yes/No
Check-Out Lobby
Escorts the guest down the hallway
Yes/No
Walks guest to product wall/educates them on what they need
Yes/No
Demonstrates the “T” Module by thanking the guest and telling them to rebook in ‘X’ amount of weeks
Yes/No
KPIs
Rebook
Product Per Ticket
SPT
Retail Conversion
New Guest Retention
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Additional comments from DWST:
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