A lash lift booked with the nail tech
A client books a lash lift online for Thursday at eleven, choosing any available therapist. The system puts her with your nail technician, who has never done a lash lift and is not insured for it. Nobody notices until Thursday morning when the nail tech looks at her column. Reception has to find the lash tech a gap, which she does not have, and ring the client to move her.
The same week a Hollywood wax is booked with the new junior, who has not been signed off on intimate waxing yet, and a facial is booked with a therapist whose facial training was on a product line you stopped using.
Staff settings set once and never revisited
- Each therapist's list of treatments in the salon software was set up when they joined.
- When someone is trained on a new treatment, or stops doing one, the list is not always updated.
- New treatments are added to the menu and switched on for all staff by default.
- Any available therapist on the booking page picks from everyone switched on, right or wrong.
- Different levels, such as a junior who does brows but not lashes, are not recorded anywhere.
The manager knows who does what. The software only knows what it was told, and it was told a while ago.
Moved bookings and uncomfortable phone calls
Every mis-assigned booking means a phone call to the client, a rearranged diary and sometimes a lost treatment. If a treatment is performed by someone not trained for it, the risk to the client and to your insurance position is real. Therapists get anxious about their columns because they cannot trust what is on them.
One skills matrix that drives the booking
- We build a skills matrix: every treatment on your menu against every therapist, with a status of signed off, training or not offered. The manager updates it on one screen.
- The matrix pushes to your salon software's staff settings through its API, such as Fresha, Phorest or Timely where available, so online and in-salon booking only offers signed-off therapists.
- When you add a new treatment, it starts switched off for everyone until the manager marks who can do it.
- Training status can be used by reception for supervised appointments without appearing online.
- A daily check reads the next week's bookings and flags any that sit with a therapist not signed off for them, so reception can fix them before the day.
- Changes are logged with who made them and when, which is useful if your insurer asks.
| Therapist | Lash lift | Gel nails | Intimate wax | Facials |
|---|---|---|---|---|
| Lash tech | Signed off | Not offered | Signed off | Not offered |
| Nail tech | Not offered | Signed off | Not offered | Not offered |
| Senior therapist | Signed off | Signed off | Signed off | Signed off |
| Junior | Training | Signed off | Training | Not offered |
What counts as signed off is your decision, and your insurer's requirements may shape it. We build the matrix to reflect your rules.
Bookings that land with the right person
On a normal week, the manager marks the junior as signed off for brow lamination after her assessment. That evening she appears as an option for it online, and nowhere else changes. A client booking a lash lift with any therapist is only offered the lash tech and the senior. The daily check comes back clean most mornings, and on the odd day it finds a booking reception made by hand for the wrong person, it is fixed days before the client arrives.
Is this happening at your salon?
- Clients are booked with therapists who do not do that treatment.
- Your software's staff treatment lists have not been reviewed in months.
- New treatments appear for all staff by default.
- Juniors are bookable for treatments they are still training on.
- Reception finds wrong bookings on the day.