SOP-001: New Client Welcome Protocol

Review the booking note. Check the appointment system for: client name, service booked, any notes from phone consultation, and whether this is their first visit.

Prepare the Welcome Folder. Assemble: studio brochure, membership comparison sheet, $20 new-client credit voucher, product sample packet, and referral card.

Notify the spray technician (if spray tan booked) of arrival time and any client notes.

Confirm room readiness. Bed is sanitized, room temperature is comfortable, towels and eye protection are stocked.

Stand and greet within 3 seconds. Make eye contact, smile, and say: 'Welcome to [Studio Name]! You must be [Name]. I am [Your Name]. We are so excited to meet you.'

Offer a beverage. 'Can I get you water, sparkling water, or coffee while we get you settled?'

Present the Welcome Folder. 'Here is everything you need to know about us. The membership comparison sheet on top shows how our members save — most new clients are surprised by the math.'

Verify consent forms. Ensure the digital or paper consent form is complete. If incomplete, assist client quietly without making them feel embarrassed.

Ask the Three Discovery Questions:

Conduct Skin Type Assessment. Use the Fitzpatrick scale to determine skin type (I-VI). Document on client profile.

Recommend the appropriate service. Connect their goal + skin type to the specific bed level, spray tan solution, or treatment plan.

Introduce the Welcome Package. 'Based on what you have shared, I think our Welcome Package is perfect for you. It includes [details] and lets you experience everything with no pressure. Should I add that today?'

Escort to room. Walk with the client, do not point. Show them where restrooms, lockers, and products are located.

Explain equipment. For UV: show how to set timer, where emergency stop is, how to use eye protection. For spray tan: explain the process, what to expect, how long it takes.

Product recommendation. 'For this session, I recommend [specific product] because [specific benefit tied to their goal]. It is $[price] and lasts [number] visits. Want me to set it in your room?'

Set follow-up expectation. 'After your session, I will meet you up front to check in and answer any questions. We will also look at the membership options since most clients want to lock in their rate after their first visit.'

Check in immediately. Do not let the client stand at the desk waiting. Approach them.

Ask about the experience. 'How was everything? Did you love the [product]? How is your skin feeling?'

Present membership using cost-per-visit math. 'You came in for a single session today at $25. If you loved it — and it sounds like you did — our unlimited membership is $79. At just 4 visits per month, that breaks down to $19.75 per session. Most of our members come in 8-10 times, which makes it about $8-10 per visit. Plus you get [list benefits]. Should we get you started?'

Handle objections using scripted responses. See Objection Handling SOP-004.

If they decline: 'Completely understand. Here is your $20 credit for next time — it is valid for 14 days. And here is a sample of our tan extender. When you are ready, text or call me directly. I am [Name].'

Walk them to the door. Thank them sincerely. 'We are so grateful you chose us today. I cannot wait to see your glow develop!'

Send the 2-hour follow-up text. Template: 'Hi [Name]! Thank you for visiting [Studio] today. How is your [tan/skin] looking? Your $20 credit is active for 14 days — just mention it at your next visit. Questions? Reply here anytime. — [Your Name]'

Update client profile. Document: skin type, service received, products purchased, membership interest level (hot/warm/cold), specific objections raised, and personal details shared (events, goals, preferences).

Schedule follow-up task. If they did not join, create a follow-up task for Day 3 and Day 7.