New Customer Onboarding Checklist for Beauty Spas

Use spa language clients expect: calm, confident, and helpful. Example: “Hi, this is [Spa Name]. How can I help you today—facial, massage, body treatment, or gift card?”

Beauty calls are time-sensitive (wedding, vacation, holiday). Knowing the call type tells you whether to offer a quick opening, a consult, or a gift card link.

Clients shop around. If you can’t hold the info, they’ll call the next spa. Text-friendly info also helps for appointment reminders and intake forms.

Facial: “Any allergies, Accutane in the last 6 months, or recent peel/laser?” Massage: “Any pregnancy, recent injuries, or areas to avoid?” Body treatment: “Any skin sensitivities or sunburn?”

Clients want transparency: “Our facials run $80–$200 depending on hydration/anti-aging/add-ons. Massage is $100–$250 based on time and therapist level.”

Example: “For clogged pores, I’d book our clarifying facial ($110). If you’re prepping for an event, add a LED session ($25) for extra glow.”

You can’t answer while doing a facial or massage. An AI receptionist like SkipCalls can take calls, filter spam, and book appointments so you don’t lose clients to faster spas.

A confirmation message reduces no-shows and makes you look premium. Include date, time, service name, duration, and parking info.

Plan for linen change, sanitation, and consultation time. Example: 10–15 minutes buffer after massage and 15–20 after facials with extractions.

For peak times (wedding season, holidays), require a deposit to protect your schedule. Example: $25–$50 deposit for facials, $50 for body treatments.

Example: “Cancel/reschedule at least 24 hours before. Late cancellations/no-shows are charged 50% of the service ($80–$200 facials; $100–$250 massages). Reply YES to confirm.”

Pre-event: dermaplaning, LED, eye treatment. Stressed: scalp massage add-on. Dry skin: hydrating mask upgrade. This raises ticket without feeling pushy.

Spa clients often care about comfort details. Capturing this early prevents awkward day-of changes.

Text a payment link and ask who it’s for + amount. Common: $100–$250 for a massage, $150–$300 for a body treatment. Offer packaging/pickup times.

Clients won’t fill forms the day-of if they’re rushing. Send right away so you can review allergies, medications, and contraindications before they arrive.

Ask about retinoids, Accutane, recent peels/laser, pregnancy/nursing, cold sores, sunscreen habits, and sensitivity to fragrance.

Ask about injuries, surgeries, blood clots, high blood pressure, pregnancy, and “areas to avoid.” Confirm pressure scale (light/medium/firm) and focus areas.

Wraps/scrubs can irritate sunburn, eczema flare-ups, or freshly shaved skin. Heat sensitivity matters for steam or warming elements.

If you do skin progress photos for acne or anti-aging plans, get written permission and explain where you store images.

Text is best for most clients, especially for last-minute openings. Also helps if they arrive late and you need to adjust the service.

This lets you prep the room with the right oils/lotions and avoids a bad first impression.

Facial: “Avoid retinol/AHA/BHA 3 days before; come with minimal makeup.” Massage: “Arrive hydrated; eat light; tell us about any pain.” Body treatment: “Avoid shaving 24 hours before; no sunburn.”

Tell them to arrive 10 minutes early for first visits. Clear directions reduce late starts that cut into hands-on time.

If they’re using Accutane or had recent laser, you may need to change the facial type or reschedule for safety.

Clients notice details. For facials: steamer, bowls, towels, extraction tools sanitized, gloves ready. For massage: bolsters, oils/lotions, heat pack if offered.

Example: “If you arrive late, we may shorten the service to respect the next client, but the full price may still apply.” This avoids conflict at checkout.

Acne: gentle cleanser + SPF. Dryness: barrier cream. Pre-event glow: enzyme exfoliant (not harsh). You’ll sound prepared, not salesy.

Text: “Reminder: your 3:00 PM Hydrating Facial ($120) today. Reply C to confirm or R to reschedule.” This reduces no-shows.

Example: “Today we’re focusing on calming redness and hydration—tell me if anything has changed since you filled out your form.”

Massage clients especially want control over pressure and conversation. Asking first prevents mid-session discomfort.

Say what you’re doing and why: “You may feel pressure during extractions—raise your hand if it’s too much.” This builds trust.

If you’re solo, use a service like SkipCalls to catch calls, book, and take messages while you’re hands-on. Quiet rooms and focus protect the client experience.

Note products used, pressure level, areas of tension, sensitivity, reactions, and any changes you made. This makes the second visit smoother.

Facial: “No acids/retinol for 48 hours; SPF daily.” Massage: “Drink water; gentle stretching; expect mild soreness.” Body: “Moisturize; avoid hot showers if skin is sensitive.”

Example: “Today’s clarifying facial was $110, and the LED add-on was $25—total $135.” Clarity reduces sticker shock.

Acne/texture: every 2–4 weeks. Relaxation massage: every 4 weeks. Pre-event glow: 7–10 days before the event. Put it on the calendar now.

Example: “If your goal is steady results, our skincare package runs $200–$500 depending on the number of sessions and add-ons. Want me to price the 3-pack?”

Text: “Thanks for coming in today. Here are your aftercare notes. If you notice irritation or have questions in the next 24 hours, text us a photo.”

Ask after a positive outcome: “If you loved your facial today, would you leave a quick Google review? It helps clients find us.”

Many clients want quick slots before vacations or events. Offer: “Want texts when we have cancellations this week?”

Track fragrance sensitivity, pressure level, preferred therapist, and products that caused reactions. This creates a VIP feel next time.