Choose the temperature, keep the boundary
The editable script pack — five salon situations in three temperatures. Cleo Vane, Salon Growth.
“Soft,” “firm” and “policy” change the tone, not the underlying rule. Replace every bracket. Check deposits, cancellation charges, data use and employment wording against your booking platform and local law.
BEFORE YOU USE THE POLICY-GRADE VERSIONS: these are drafting language, not legal advice, and nothing here has been reviewed for your state, country or booking platform. Cancellation charges, deposits, card-on-file rules, data handling and employment wording are all governed locally. Have your own wording checked before you attach money to it.

01  Price change
Soft
Hi [first name] — a quick heads-up before your next visit. From [date], [service] will be [new price]. This lets me keep the appointment time, products and standard of work you are used to. Your appointment on [date] remains at [old price]. Thank you for continuing to trust me with your [hair/nails/skin].
Firm
From [date], our price for [service] is [new price]. Appointments already booked for dates before [cutoff] remain at the current price. The updated menu is here: [link]. If you would like help choosing the right maintenance option, reply before your next booking.
Policy version
Prices shown at booking apply to appointments on or after [date], subject to any supplement agreed during consultation. Existing bookings will be handled as follows: [exact rule]. Please review the service description and price before confirming.
Using it
Send the soft version to regulars you know by name, the firm version as the general announcement, and put the policy version on the booking page where the price appears. Send all three on the same day, so nobody hears it twice with two different rules in it.
02  Cancellation
Soft
Your appointment time is kept for you. If you need to move it, please give us at least [hours] hours’ notice so we have a fair chance to offer the time to someone else. Changes inside that window are handled under the policy below: [plain rule].
Firm
Appointments changed or cancelled with less than [hours] hours’ notice incur [fee or deposit treatment]. A missed appointment is charged [rule]. We will always apply any exception stated here: [exception].
Policy version
By confirming this appointment, you agree to the cancellation terms shown at [link]. Notice is measured from [method/timezone]. Charges, deposits, refunds and exceptions are handled as follows: [reviewed local wording].
Using it
A policy the client sees at booking is a courtesy. One she discovers afterwards is a fight. Put the soft or firm version in the confirmation message and the policy version where she ticks a box, and make the notice window the same number in all three places.
03  Rebooking at checkout
Soft
Would you like me to hold this time again in [X] weeks?
Firm
Your maintenance window is around [date]. I have [option one] or [option two]; which should I hold?
Policy / desk version
Before checkout, confirm whether the client accepted, declined or deferred the recommended rebooking window. Do not book without explicit agreement.
Using it
Two named options are easier to answer than an open question. The desk version is not a client script — it is the line that goes in your front-desk instructions so “did you ask?” has a recorded answer.
04  Missed appointment
Soft
Hi [name], we missed you at [time] today and wanted to check that you are all right. When you can, reply here. Your booking is covered by our missed-appointment policy: [link/plain rule].
Firm
Hi [name], your [time] appointment today was missed. Under the policy agreed at booking, [fee/deposit outcome]. I can offer [next step] once that is settled.
Policy / record version
Appointment [reference], scheduled [date/time], recorded as a no-show at [time]. Contact attempt [method/time]. Policy applied [version/link]. Outcome [ ]. Keep this internal unless local rules require different notice.
Using it
The record version is the one owners skip and then regret, because it is the only thing that makes an exception defensible. If you waive a fee, you want the note that says you waived it and why.
05  Consultation
Nine questions to ask, in this order, before anything is mixed or filed.
1. What are we doing today, in your own words?
2. What do you like and dislike about the current result?
3. What have you had done in the last [relevant period], including at home?
4. Is there anything that changes what can be used or performed safely today?
5. How much time do you realistically spend on maintenance?
6. How often do you want to return?
7. Which photograph shows the part you like, and which part may not translate to you?
8. What is your budget today and for maintenance?
9. Before we begin, what result, price and maintenance plan are we agreeing?
The closing script
I’m going to repeat the plan so we both hear the same thing: [service], [expected range/result boundary], [time], [price], [maintenance]. Is that what you are agreeing to?
Using it
Question four is the safety question and it belongs in writing, in your records, in her words. Question nine and the closing script are the same idea said twice, and they are the two lines that prevent the conversation on the sidewalk.

Before you send anything
□ Every bracket replaced — including the ones inside the policy versions
□ The notice window is the same number on the booking page, the confirmation and the policy
□ The date in the message matches the date in the booking system
□ Deposits, charges and card-on-file wording checked against your booking platform’s own terms
□ Cancellation, no-show and data wording checked locally before money is attached to it
□ The team has read the desk versions and knows what to do when a client says no
□ One person owns exceptions, and exceptions get written down

salons-s-st-04-script-pack-v1 · cleovane.com · Free to adapt and use in your own studio. Drafting language only — not legal advice, and not reviewed for any jurisdiction.