Salon & spa phone script
A booking script for salons, spas, barbers and beauty studios: services, stylist preferences, new-client questions, cancellations and the after-hours message.
Your business: phone script
Greeting
“Thank you for calling [Business name], this is [your name]. How can I help you today?”
Smile when you answer: it can be heard. Get the caller's name early and use it once or twice.
New clients
“Happy to help. Is this your first time contacting [Business name]?”
Then ask, in a natural order:
• May I have your name and the best number to reach you?
• Have you visited us before?
• Which service would you like to book?
• Do you have a preferred stylist or therapist?
• Is there anything we should know: allergies, sensitivities, or a look you're going for?
• Which day and time suits you best?
Next step: take their preferred days and times, and let them know we'll confirm by the same business day.
“Thank you, [name]. We look forward to seeing you.”
Existing clients
“Of course. May I have your full name and the best number to reach you?”
“And what is this about?”
If the person they need is available, transfer the call. If not, take a message (format below) and say:
“I'll make sure they get this. You can expect a call back the same business day.”
Booking & rescheduling
To book: take their preferred days and times, and let them know we'll confirm by the same business day.
To reschedule or cancel: confirm the caller's name and the appointment they have, offer two alternative times, and confirm the change back to them.
Always repeat the final day, date and time before ending the call.
Urgent calls
Treat it as urgent if the caller mentions:
• a client running late or needing to cancel today
• a reaction or problem after a recent treatment
• a same-day booking for a special event
Then: transfer the call to the on-call person straight away.
“I understand this is urgent. I'm getting this to the right person now.”
Billing questions
Take the caller's name, account or invoice number and question, and pass it to whoever handles billing.
Don't take card numbers over the phone unless you have a secure way to process them.
Sales calls & spam
“Thanks for calling. The best way to reach the right person is by email. May I take your name, company and email?”
Don't transfer sales calls, and don't confirm who makes buying decisions.
Message format
Every message has: caller name · phone · email (if given) · new or existing client · reason for the call · urgent yes/no · best time to call back · time of call.
Never
• Promise a stylist or time that isn't free in the booking system
• Give medical advice about a reaction: suggest they see a doctor or pharmacist
• Skip the cancellation policy for new clients
After-hours message
“Thank you for calling [Business name]. Our office is open Monday to Friday, 9am to 5pm. If this is urgent, please stay on the line or press 1 and we'll get your message to the on-call person. Otherwise, please leave your name, number and a short message, and we'll call you back the same business day.”
Voicemail greeting
“You've reached [Business name]. We're sorry we missed you. Please leave your name, number and the reason for your call, and we'll get back to you the same business day.”
State the cancellation policy at the end of every new booking, in the same words each time. It cuts no-shows and avoids arguments later.
Your own numbers, nothing assumed.
Why every salon & spa needs a phone script
Salon phones ring when everyone's hands are busy. Calls that go unanswered during a service are bookings that go elsewhere. A booking script keeps calls short and books the appointment first time: the service, a preferred stylist, any patch test or consultation needed, and your cancellation policy, said the same way every time. Fill in your services and policy, then use it at the desk or for an answering service.
Scripts for your industry
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Questions
What should a salon receptionist ask when booking?
Name and number, new or returning client, the service, preferred stylist, any allergies or sensitivities, and preferred time. For colour services, whether a patch test is needed.
How do salons handle calls during busy hours?
Many use an answering service or AI receptionist that books straight into the salon's booking software, so calls don't interrupt services.
Should we take deposits over the phone?
Only if you have a secure way to take card payments. Many salons send a payment link by text instead of reading card details out on the phone.