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Body Service Observation
Check-In Lobby
Welcomes the guest with a friendly greeting
Escorts the guest down the hallway to the wax suite
Yes/No
Introduces themselves by name
In Suite
Sanitizes the bed and pulls out new bed paper in front of the guest
Yes/No
Asks the guest if they have ever waxed before if appropriate, and responds appropriately showing active listening
Yes/No
Confirms services prior to starting
Yes/No
Recommend appropriate add-ons
Yes/No
Directs the guest to disrobe and hop up on the wax bed
Yes/No
Adjusts the guest as needed to the correct position; if needed
Yes/No
Explains and applies (each step separately)the first two steps of our EWC 4 step process. - Pre-Wax Cleanser - Pre-Wax Oil
Yes/No
Analyzes skin to ensure skin is healthy for waxing
Yes/No
Asks the guest if all hair is being removed
Yes/No
Explains step 3 of our 4-step process. o Exclusive Comfort Wax™ o Let’s guest know the importance of frequency
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 o Holds the skin or asks the guest to hold the skin taut as needed
Yes/No
Following the proper wax patterns
Yes/No
Applying enough pressure
Yes/No
Having an effective lip to pull from (no stick picking)
Yes/No
Applies wax strips on the skin no more than 3 times. o Ensures skin does not become irritated
Yes/No
Ensures the guest is comfortable throughout service. o Watches body language and adjusts the temperature of the wax as well as technique as needed
Yes/No
Demonstrates the “T” Module by discussing the guest product needs
Yes/No
Displays active listening and responds to guest accordingly
Yes/No
Ensures all hair has been removed- tweezing if needed, no more than 5 hairs on the bikini area
Yes/No
Explains step 4 of our 4-step process. o Ingrown Hair Serum
Yes/No
Demonstrates the “R” Module by recommending the appropriate products, services, wax passes
Yes/No
Demonstrates the “U” Module by understanding and helping resolve guest objections
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
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 how to use the products
Yes/No
Recommends rebook frequency
Yes/No
Demonstrates the “T” Module by thanking the guest and inviting them back in 4 weeks
Yes/No
KPIs
Rebook
Product Per Ticket
SPT
Retail Conversion
New Guest Retention
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Additional comments from DWT:
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