What to do:

1. If an appointment is missed and needs to be rebooked explain that missed or cancelled appointments can be rebooked by paying a re-booking fee. Send the payment link to the client via text in the spa system for 99.00. The product is "Rebooking of Cancelled or Missed Appointment".

2. After the payment link is paid, go through the normal process of making a booking with a payment link

What to say:

Thank you for your interest in rebooking your appointment with Black Bella Spa. Because our practitioners have reserved spa time exclusively for you, we are not able to rebook your appointment without a rebooking fee.

The rebooking fee is $99.00. We are able to accept the rebooking fee right now and we can send you a payment link via text right now and then we will book a new appointment right now. Would you like me to send a payment link for re-booking your appointment?

If the answer is YES! then simply send a payment link in the text. If the answer is NO or maybe later, please urge the client to call back when they are ready because it is our desire to serve them.

Booking links are sent every 30 days. If you do not book for that month (client gets several reminders to book) they loose it. The booking link allows the client to book 60 days into the future BUT the link is only active to make a booking for 30 days. Booking links can not be rolled over or combined.

First Click payments>subcriptions> three little dots

GROUPON IS NOT VALID

Thank you for calling about this. I do not see a valid groupon in the groupon website for you. Check your email for your groupon information and you can also check the groupon website under "my stuff" or reach out to groupon customer service. As soon as you have a valid groupon I am happy to set your appointment at Black Bella Spa.

GROUPON IS ALREADY REDEEMED:

If you groupon is already redeemed and you did not do this yourself just now, someone else has used it and it is no longer valid. Please contact groupon for customer support. As soon as you have a valid groupon we are happy to redeem it and book your appointment.

GROUPON IS EXPIRED:

The groupon voucher expired on ______________ But we are still happy to help. All we need is your voucher redemption number, we accept expired vouchers.

If there is a problem with the parking garage, let them know that we will reach out to property management and let them know. The other options are the retail parking anywhere near the spa.

Our spa practitioners reserve time just for you! Our team desires your service to be excellent and relaxing. All of our Black Bella Spa Appointments are paid for in advance. This means that when you make an appointment on our schedule, you are obligated by our terms of service to keep your appointment. You are definitely allowed to reschedule up to 24 hours before the appointment. If you make an appointment and do not show up you will not get a refund or be rescheduled. Please keep this in mind when you make your appointment with Black Bella Spa. We love to serve.

If its under 24 hours we do not reschedule as per the reschedule policy

When to reschedule:

-If a client is sick

-If a client is having her monthly and asks to reschedule

-If there is a national emergency

-If there is terrible weather

Any reasonable excuse

Simply Say this: I will look into it and call you back within the next 24 hours. Thank You.

THEN: Contact your direct supervisor.