You're now part of something that's literally going viral. Hydrate, glow, go โ that's our whole vibe. Let's make sure you're set up to deliver it.
What's in this manual?
Tap any section to jump straight in.
๐
Greeting & Etiquette
How to welcome every customer
๐ป
Systems
Fresha, Classpass, consent forms
๐ฌ
Communication
WhatsApp, Instagram, TikTok
โจ
Influencer Workflow
Collab requests & outreach
๐
Dos & Don'ts
The non-negotiables
๐
Facialist Guide
Added by Facialist team
โก The Flash Facial vibe
๐ง
Hydrate
Our treatment, our promise, our whole thing.
โจ
Glow
Every customer leaves looking incredible.
๐โโ๏ธ
Go
15 mins. No appointment needed. In & out.
๐
Women only space. Flash Facial is a women-only environment. Keep this boundary friendly but firm at all times.
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๐ Greeting & Etiquette Your section
First impressions are everything. Make every customer feel like a VIP.
๐ The Perfect Welcome
1
Stand up & make eye contact
As soon as a customer walks in, look up, smile, and make them feel seen. No one likes being ignored at the front desk.
2
Greet warmly by name (if returning)
If it's a returning client, check Fresha and use their name. It's a small thing that makes a huge difference.
3
Offer to explain (for new clients)
Welcome to Flash Facial! Have you been with us before? (if the answer is no, explain what a flash facial is) "Thank you for stopping in! We offer 15 and 30 minute hydra facial treatments and facial massage focused on hydration, brightening, or lifting. What is your skin goal?"
4
Hand over the consent form
The consent form only needs to be completed once per customer. After they have checked in, guide them to take a seat and fill out the consent form on the tablet.
5
Check them into Fresha / Classpass
Log the booking in Fresha. If they're using Classpass, verify their credit before the treatment begins.
๐ฃ๏ธ Tone of Voice
We're fun, warm, and confident โ not robotic, not overly formal. Think: friendly older sister who knows skincare, not corporate hotel reception.
โ Say this
Walk-in greeting
"Hey, welcome to Flash Facial! Have you been before? ๐ง"
After treatment
"You look amazing โ that glow is real! Come back anytime ๐"
Busy queue
"We're just finishing up โ it'll be about 5 minutes, grab a seat! โจ"
โ Avoid this
"Next." (too abrupt)
"I don't know." (check quietly, then answer)
"That's not my job."
Being on your phone when a customer walks in
Never make a negative comment about someone's skin. We are all beautiful โ always give a compliment.
๐ฑ Phone Etiquette
Answer within 3 rings. Always greet with: "Hi, Flash Facial, how can I help you?"
If a customer is in front of you when the phone rings, acknowledge the phone but prioritise the person in-store.
Never put anyone on hold for more than 60 seconds without checking back in.
If you can't answer a question, take their number and follow up.
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๐ป Systems Your section
The tools we live by. Know these inside-out.
๐ Fresha
Our main booking system. Every appointment, discount, and client record lives here.
Check clients in and out on Fresha for every visit
Add new client details on their first visit
Log the treatment type and any notes (e.g. sensitive skin)
Check for discounts and influencer bookings
Overview of schedule and upcoming bookings
โ ๏ธ
Never process a treatment without logging it in Fresha first.
๐ Classpass
Classpass clients book through the Classpass app. They come in with a reservation.
Ask the client their name and verify the booking in Classpass
Verify the booking is for today and the correct time slot
Mark them as attended on the Classpass partner dashboard
Also log them in Fresha so we have full records
Classpass clients pay via credits โ do not charge them again in-store
๐
If a Classpass booking doesn't show up, contact management before turning a client away.
๐ Consent Form
Every first-time client must complete a consent form before their treatment starts. No exceptions.
What the form covers:
Consent to the treatment procedure
Contact details and marketing opt-in
Your job:
Hand over the form as soon as a new client arrives
Give them space to fill it out โ don't hover
Check it's fully complete before passing to the therapist
File / save the form as per your location's process
๐ซ
Never skip the consent form if it's their first time โ even if the client says they've done one. Check if they are in Fresha.
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๐ฌ Communication Your section
We're a social-first brand. Every reply we send is part of our brand voice.
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๐ฒ WhatsApp
โก
Target response time: under 10 minutes during opening hours. Always guide the customer to book via Fresha, WhatsApp or walk in.
๐
Most FAQs are about: treatments & prices ยท men visiting ยท opening hours ยท gift cards ยท how to book. Always direct interest to: Fresha ยท WhatsApp ยท Walk in
Quick reply templates (also saved in WhatsApp):
Enquiry about treatment / booking
"Hey! ๐ Flash Facial is a 15 & 30-minute hydration facial using HydraFacial technology โ cleanse, exfoliate & hydrate. Starting from 149 AED. Walk in anytime, book on Fresha, or message us here! We're at Dubai Hills Mall ๐"
Opening hours
"We're open MonโFri 10amโ11pm and weekends 10amโmidnight! Walk in anytime โ no booking needed. Or book on Fresha ๐ง"
Men visiting the salon
"Hi! Flash Facial is currently a women-only space ๐ We only provide services to women at this time. Feel free to share us with the women in your life! โจ"
Gift cards
"Yes we have gift cards! ๐ The perfect present. Purchase in store at Dubai Hills Mall or message us here and we'll sort it ๐"
How to book
"3 easy ways! 1๏ธโฃ Walk in anytime 2๏ธโฃ Book on Fresha: [ADD FRESHA LINK] 3๏ธโฃ Message us here on WhatsApp ๐ง"
Classpass question
"Yes, we're on Classpass! Book through the app and walk in at your time. See you soon! โจ"
Price question
"149 AED for 15 mins and 289 AED for 30 mins ๐ง Walk in anytime or book on Fresha!"
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๐ธ Instagram DMs
๐ก
Saved replies are in the Instagram app. If unsure about a DM โ leave it unopened. Carmen will handle it.
Reply to all DMs within the day โ ideally within 30 minutes
Keep the energy fun and warm โ match the vibe of the DM or comment
For booking questions, take their details and book in Fresha or direct to walk-in
Collab requests โ direct them to DM us on Instagram. We need to see their profile first
Like and reply to comments on posts โ engagement is everything ๐
If unsure about any DM โ leave it unopened. Carmen will handle it ๐
โณ
Downtime in store? Once all DMs are handled โ comment on creators' posts. Saved comments are in the notes app on the work phone ๐
Quick reply templates (saved in Instagram):
Booking enquiry
"Hey! ๐ Walk in anytime at Dubai Hills Mall โ no appointment needed! Or book on Fresha ๐"
Treatment question
"It's a 15-minute HydraFacial โ cleanse, exfoliate and hydrate in one go โจ From 149 AED. Walk in or book on Fresha ๐ง"
Men visiting
"Hi! We're a women-only space ๐ Share us with the women in your life โ we'd love to have them!"
Collab request
"Love this! Send us a DM with your handle and we'll be in touch ๐งโจ"
Opening hours
"MonโFri 10amโ11pm and weekends 10amโmidnight! Walk in anytime ๐"
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๐ต TikTok DMs & Comments
๐ก
Saved replies are in the TikTok app. If unsure about a DM โ leave it unopened. Carmen will handle it.
Reply to comments โ keep it fun, cheeky and on brand
Use trending phrases and sounds when appropriate
If someone tags us or goes viral โ forward to the TikTok group immediately
Never engage with negative comments publicly โ always inform management
Stitch / duet requests โ always inform management first
If unsure about any DM โ leave it unopened. Carmen will handle it ๐
โณ
Downtime in store? Once all comments and DMs are handled โ comment on creators' TikTok posts. Saved comments are in the notes app on the work phone ๐
Quick reply templates (saved in TikTok):
Where are you located?
"Dubai Hills Mall! ๐โโ๏ธ๐จ Walk in anytime ๐ง"
How much is it?
"From 149 AED for 15 mins ๐คฏ Walk in or book on Fresha!"
Is it painful?
"Not at all! Feels like a mini massage for your face ๐โจ"
Can men come?
"Women only for now ๐ Share us with the ladies in your life!"
How do I book?
"Walk in anytime ๐ถโโ๏ธ Book on Fresha ๐ฑ or DM us here ๐ง"
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โจ Influencer Workflow Your section
๐ฅ Inbound Collab Requests
๐
Golden rule: If someone asks for a collab in-store or via WhatsApp โ always direct them to DM us on Instagram.
1
Someone asks in-store about a collab
Be warm! Say: "Amazing, we'd love to hear more! The best way is to DM us on Instagram @flashfacial โ our team will get back to you there ๐"
2
DM comes in on Instagram
Use the saved replies to answer. If you are unsure about a DM โ leave it unopened and Carmen will handle it.
3
Management reviews and responds
All collab decisions go through management. Your job is to receive, acknowledge, and escalate. Carmen will approve.
4
Confirmed collab visit
All booked influencers are in the Fresha system with the Influencer discount. Treat the influencer warmly and ask if they need help with filming anything in-store.
๐ฒ Outreach Templates
Only do outreach if management has approved or requested it
Use our branded Instagram account โ never personal accounts
Follow up once after 5โ7 days if no reply โ never spam
๐ฑ
The outreach DM template is saved under Flash Collabs in the Notes app on the work phone.
โ ๏ธ Never promise without approval
Never commit to these without management
Free or complimentary treatments
Paid partnerships or gifting
Exclusive content or filming access
Posting their content on our account
Bringing a photographer or crew in-store
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๐ Dos & Don'ts Your section
The non-negotiables. Learn these. Live these.
โ Always Do
Greet every customer the moment they walk in
Keep the front desk clean and tidy at all times
Complete consent forms for all new clients โ no exceptions
Log every visit in Fresha
Respond to WhatsApp within 10 mins during hours
Be enthusiastic โ you're the face of Flash Facial
Escalate all collab requests to management via Instagram DM
Keep the women-only policy friendly but firm
Encourage clients to tag us on Instagram after treatment!
Always direct bookings to Fresha, WhatsApp or walk-in
โ Never Do
Be on your personal phone when a customer walks in
Make promises about collabs or free treatments without approval
Skip the consent form for any reason
Engage publicly with negative comments โ always escalate
Process a treatment without checking into Fresha
Speak negatively about competitors or other brands
Allow filming in-store without management approval
Share any client information with third parties
Use your personal account for brand communication
Discount or waive charges without manager sign-off
Make negative comments about anyone's skin
๐จ If something goes wrong
!
Client has a reaction or concern
Stay calm, get the therapist immediately and inform management. Document everything.
!
An unhappy customer
Listen, empathise, never get defensive. Say: "I'm really sorry to hear that โ let me get our manager for you right away."
!
A negative review is posted online
Screenshot and send to management immediately. Do not reply publicly.
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๐ Facialist Guide Facialist section
This section is for the Facialist team. Add treatment protocols, skin knowledge, and anything therapists need to know.
๐
This section is for the Facialist team to fill in. Turn on Edit Mode (top right) to start editing. Add cards with the button below.
๐ Facialist Section 1
Click the title and content below to edit
Add your section title here
Start typing your content here. You can add anything โ procedures, guidelines, team info, or anything else the team needs to know. Turn on Edit Mode first to start editing.
