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Diamonds Pearls Hair Salon Team Member Manual Welcome Dear Team Member My name is Carmesha Swan and I am the owner of Diamonds Pearls Salon Our Mission as Beauty Professionals is to deliver first rate service education and products to meet the unique and specific needs of our clients As we grow as a business our desire is that our clientele will grow with us We ensure this growth by offering our guest completely customized services from a formal consultation to instructions on maintaining the look and health of their hair We are incredibly pleased that you have joined our team This Team Member Manual outlines our policies rules guidelines and everyday procedures so that you can better understand what is expected of as a member of the Diamonds Pearls Team In our salon we derive success from teamwork Success comes through education As techniques change as products improve as new services are introduced we will be prepared through education to satisfy the new demands of our clients thus ensuring our successful position in the future CONFIDENTIALITY NOTICE THIS INFORMATION BOOKLET CONTAINS INFORMATION PROPERTY OF DIAMONDS PEARLS HAIR SALON WHICH IS CONFIDENTIAL AND LEGALLY PRIVILEGED THIS INFORMATION IS ONLY FOR THE USE OF THE INDIVIDUAL TO WHICH IT WAS INTENDED IF YOU ARE NOT THE INTENDED RECIPIENT ANY DISCLOSURE COPYING DISTRIBUTION OR ACTION TAKEN IN RELIANCE ON THE CONTENTS OF THE INFORMATION CONTAINED IN THIS BOOKLET AND ANY ACCOMPANYING DOCUMENTS IS STRICTLY PROHIBITED 1 6 2022 Our philosophy is geared toward future growth and security through teamwork education fulfillment and change We are assured that we will continue to thrive as individuals and as a business 1

Diamonds Pearls Hair Salon Team Member Manual What We Are All About Charting A New Course Diamonds Pearls recognizes that our future success rests on the expertise of our team Top notch service will set us apart from the competition ensuring not only growth for D P but for advancement for our staff We want to devote every resource to developing the most skilled stylist in this industry helping you achieve a long and prosperous career in our industry With that goal in mind we open our doors for you to take charge of our 4 C s mission Customer Service Consistency Creativity and commitment By clearly defining what we expect from you and spelling out the skills that will help you advance we are offering a new way for you to chart a course for success at Diamonds Pearls Through years experience we have learned of principal issues that require addressing in improving the quality of hair care and total experience when entering this establishment We strive to be a well defined salon with well structured ethical values in dealing with a truly diverse community Our pursuit is to ensure that our staff is the best in the business we will offer a comprehensive effort to help you develop beyond your current level We will assure you the necessary technical interpersonal administrative and ongoing training that will aid in the growth of your personal and stylist career Diamonds Pearls is a trendy upscale clean salon servicing women of all colors and cultures Our focus is not just about styling weaving or cutting but we are concerned about your hair care growth and how you feel about yourself We offer consultation services for those who suffer with hair loss and hair and scalp issues Being located within an ethnically diverse community must cause an awareness of the clients we service By no means should we offend in our conversations use of language tones and expressions Certain personal conversations should not be engaged upon especially if they pertains to race creed or color Using individual s names within conversations can cause severe problems if the client knows or other clients knows of the individual being discussed Profanity is not allowed under any circumstances and we encourage you to have your customers refrain from using profanity within the salon We encourage you to exercise the professional code of conduct A pleasant atmosphere and a clean salon will bring the clients back and refer others to you for service Our endeavor is to keep our client base constantly growing by word of mouth and by your styles CONFIDENTIALITY NOTICE THIS INFORMATION BOOKLET CONTAINS INFORMATION PROPERTY OF DIAMONDS PEARLS HAIR SALON WHICH IS CONFIDENTIAL AND LEGALLY PRIVILEGED THIS INFORMATION IS ONLY FOR THE USE OF THE INDIVIDUAL TO WHICH IT WAS INTENDED IF YOU ARE NOT THE INTENDED RECIPIENT ANY DISCLOSURE COPYING DISTRIBUTION OR ACTION TAKEN IN RELIANCE ON THE CONTENTS OF THE INFORMATION CONTAINED IN THIS BOOKLET AND ANY ACCOMPANYING DOCUMENTS IS STRICTLY PROHIBITED 1 6 2022 Growth brings satisfaction satisfaction brings financial increase financial increase brings you stability and a prosperous future 2

Diamonds Pearls Hair Salon Team Member Manual Code of Professionalism As a salon professional you have developed your listening talents and are able to communicate with your clients and teammates without intimidating them Professionalism is an intangible concept It is a balanced combination of education honesty talent and common sense Guidelines to Professionalism Listening to your client the most difficult skill to learn but the most valuable once mastered Service to the best of your ability all of your client s needs Never deny him her the proper amount of service time Avoid gossip between clients and or co workers Support the expertise of your teammates Use proper grammar at all times Communication with Clients Effective communication with a client will greatly reduce stress for the service provider When you acquire a thorough comprehension of client s needs mistakes and misunderstandings are eliminated It promotes a trusted and relaxed atmosphere for a skeptical or unsure client The service provider can proceed with servicing the client knowing that he she and the client have a mutual understanding of the desired results A client who is pleased with the service rendered and who feels comfortable and secure with the salon staff will promote the salon through word of the mouth much more readily than a client who is serviced well but in a brash and hurried manner General Communication Skills Communication skills determine how well you interact with people in general including your clients and co workers You can develop more effective communication skills by practicing the techniques of maintaining eye contact listening leading giving feedback and proper questioning MAINTAINING EYE CONTACT The most important part of effective communication is maintaining eye contact Look into the other person s eyes while speaking or listening It shows that you are interested and paying attention LISTENING To avoid misunderstandings give the other person a chance to put their point across without interruptions People tend to stop communicating when they do not have a chance to finish thoughts they originally wanted to share with you LEADING Make comments and ask questions that encourage the other person to continue communicating in the direction you want CONFIDENTIALITY NOTICE THIS INFORMATION BOOKLET CONTAINS INFORMATION PROPERTY OF DIAMONDS PEARLS HAIR SALON WHICH IS CONFIDENTIAL AND LEGALLY PRIVILEGED THIS INFORMATION IS ONLY FOR THE USE OF THE INDIVIDUAL TO WHICH IT WAS INTENDED IF YOU ARE NOT THE INTENDED RECIPIENT ANY DISCLOSURE COPYING DISTRIBUTION OR ACTION TAKEN IN RELIANCE ON THE CONTENTS OF THE INFORMATION CONTAINED IN THIS BOOKLET AND ANY ACCOMPANYING DOCUMENTS IS STRICTLY PROHIBITED 1 6 2022 3

Diamonds Pearls Hair Salon Team Member Manual GIVE FEEDBACK Help the other person understand your position throughout the conversation by responding to statements made Feedback enables the other person to clarify any misunderstandings and encourages him her to continue communicating Dealing with the Problem Client When dealing with a problem client it is important for you as a professional to remember that the salon s image can be damaged more by one unsatisfied client than ten satisfied clients can improve it Please make every attempt to satisfy your client s needs and correct any problem before they leave the salon If there is a personality clash between you and your client try the kill them with kindness approach When you love your enemies they will find it hard to fight back Scheduling Appointments In the event you are required to make an appointment please remember that the impression you make when scheduling an appointment can determine whether or not the client will want to visit our salon New appointments are essential to keep our business thriving Never let the client feel that you are too busy to be bothered with scheduling an appointment Instead make the client feel that we are pleased to have their business Always conduct yourself in a pleasant and professional way Scheduling Appointments over the Phone Remember that the client cannot see you This makes it even more important that you sound pleasant Smile with your voice Answer the phone professionally Remember to use proper grammar all the time Good Morning etc Thank you for calling Diamonds Pearls Hair Salon this is your name How may I help you Ask client s name first may I ask who is calling then address the caller by their name as you schedule an appointment Get all pertinent information by asking closed questions Do not attempt to conduct a consultation over the phone Always repeat scheduled appointment time day and date Allow client to hang up first Making the Reservation CONFIDENTIALITY NOTICE THIS INFORMATION BOOKLET CONTAINS INFORMATION PROPERTY OF DIAMONDS PEARLS HAIR SALON WHICH IS CONFIDENTIAL AND LEGALLY PRIVILEGED THIS INFORMATION IS ONLY FOR THE USE OF THE INDIVIDUAL TO WHICH IT WAS INTENDED IF YOU ARE NOT THE INTENDED RECIPIENT ANY DISCLOSURE COPYING DISTRIBUTION OR ACTION TAKEN IN RELIANCE ON THE CONTENTS OF THE INFORMATION CONTAINED IN THIS BOOKLET AND ANY ACCOMPANYING DOCUMENTS IS STRICTLY PROHIBITED 1 6 2022 Record Information Appointment Book or Application consisting of the following Client s complete name Daytime phone number Service scheduled 4

Diamonds Pearls Hair Salon Team Member Manual Refunds and Credits If a client remains dissatisfied with the service provided despite your efforts to please them management will determine whether the client should receive a refund a credit or corrective service Services may not be performed free of charge without permission from management Job Description As your employer it is the salon s responsibility to provide a pleasant efficient environment wherein each employee may work in an atmosphere of professionalism To ensure continued success of the business the salon will provide advertising media and our direct mail coupons and postcards when deemed necessary by salon management It is the responsibility of the salon to stimulate the growth of its employees through one to one performance reviews and group discussions at staff meetings The salon will abide by and uphold your salon handbook and all policies Coordinator Receptionist Daily Cleaning Duties Proper maintenance of salon equipment Cleaning and sterilizing of tables Laundry Making coffee and cleaning coffee maker Daily clean up duties Vacation Our salon will pay for one week s vacation five working days after one year of continuous employment Add one day for each additional year of continuous employment Vacation days are accrued from the date of hire for a fiscal calendar year Vacation pay is calculated on a daily average basis for the total days worked in the preceding calendar year ending on December 31st Holidays CONFIDENTIALITY NOTICE THIS INFORMATION BOOKLET CONTAINS INFORMATION PROPERTY OF DIAMONDS PEARLS HAIR SALON WHICH IS CONFIDENTIAL AND LEGALLY PRIVILEGED THIS INFORMATION IS ONLY FOR THE USE OF THE INDIVIDUAL TO WHICH IT WAS INTENDED IF YOU ARE NOT THE INTENDED RECIPIENT ANY DISCLOSURE COPYING DISTRIBUTION OR ACTION TAKEN IN RELIANCE ON THE CONTENTS OF THE INFORMATION CONTAINED IN THIS BOOKLET AND ANY ACCOMPANYING DOCUMENTS IS STRICTLY PROHIBITED 1 6 2022 Our Salon will observe the following holidays New Year s Eve New Year s Day Christmas Eve Christmas Day Fourth of July Thanksgiving Day Memorial Day Labor Day 5

Diamonds Pearls Hair Salon Team Member Manual Work Schedule Each employee should take a 30 minute lunch break We understand that sometimes it is not possible because of added services etc but please try Please clock in and out on the computer and your hours will be recorded Work Attendance Whenever you are unable to report to work please contact us Please schedule doctors appointments on your off days It is a courtesy to call management if you are going to be late for work Please do not be late clients do not like to wait It is a good policy to be in the salon 15 minutes prior to your scheduled arrival time Appearance Since we strive for professionalism in all areas of our working environment it is important that we also portray that image in our own appearance Please do not wear shirts without sleeves tank tops etc Your hair should be well maintained and fashionable Your clothing should reflect current fashion trends If in doubt check with a team member You are expected to wear makeup as benefits your look Please have hair and makeup done before you clock in Please do not wear jeans Open toe shoes can only be worn if feet and toes are well manicured Sneakers can be worn only if kept clean and looking new Personal Telephone Calls Please limit your personal calls to extremely important and emergency calls only Please do not leave a client to take a phone call someone in the salon will take a message for you It is vital to make the client feel like they are the most important person in the world to you Health and Safety Learn where the fire extinguisher is located If you do not know how to operate it please ask management to review its usage Emergency number is 911 In case of injury to a staff member or a client notify the manager at once Animals are not allowed in the salon Guide dogs are an exception CONFIDENTIALITY NOTICE THIS INFORMATION BOOKLET CONTAINS INFORMATION PROPERTY OF DIAMONDS PEARLS HAIR SALON WHICH IS CONFIDENTIAL AND LEGALLY PRIVILEGED THIS INFORMATION IS ONLY FOR THE USE OF THE INDIVIDUAL TO WHICH IT WAS INTENDED IF YOU ARE NOT THE INTENDED RECIPIENT ANY DISCLOSURE COPYING DISTRIBUTION OR ACTION TAKEN IN RELIANCE ON THE CONTENTS OF THE INFORMATION CONTAINED IN THIS BOOKLET AND ANY ACCOMPANYING DOCUMENTS IS STRICTLY PROHIBITED 1 6 2022 6

Diamonds Pearls Hair Salon Team Member Manual SMOKING DRUGS ALCOHOL POLICY Smoking is not permitted in or around any company building facilities or vehicle Breaks for smoking are not acceptable during the workday Smokers must be aware that the resulting lingering odor of smoke on one s hands clothing hair and breath is offensive to guests Wash your hands thoroughly use breath mints or spray and do not wear salon aprons or smocks if you smoke during your lunch break Drugs and alcohol are strictly prohibited in or around the salon No employee shall report to work be present on the salon premises in salon sponsored vehicles or engage in salon activities while under the influence of alcohol or controlled substances Any identified usage of drugs or alcohol or being under the influence of same during working hours will be grounds for discipline up to and including termination For the safety of our employees and guests D P Salon reserves the right to test any employee for the use of illegal drugs or alcohol This may be done in cases where the employee s job carries a risk of injury or accident due to such use or there is an apparent inability to perform the duties required of that position Any suspected illegal drug confiscated will be turned over to the appropriate law enforcement agency Disciplinary action up to and including termination will follow CONFIDENTIALITY NOTICE THIS INFORMATION BOOKLET CONTAINS INFORMATION PROPERTY OF DIAMONDS PEARLS HAIR SALON WHICH IS CONFIDENTIAL AND LEGALLY PRIVILEGED THIS INFORMATION IS ONLY FOR THE USE OF THE INDIVIDUAL TO WHICH IT WAS INTENDED IF YOU ARE NOT THE INTENDED RECIPIENT ANY DISCLOSURE COPYING DISTRIBUTION OR ACTION TAKEN IN RELIANCE ON THE CONTENTS OF THE INFORMATION CONTAINED IN THIS BOOKLET AND ANY ACCOMPANYING DOCUMENTS IS STRICTLY PROHIBITED 1 6 2022 We welcome you to your salon team and we look forward to a long and profitable association 7