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← How we do it

Checking a guest in

She has just walked in.

This is how PALOMA has done it. Your trainer will confirm anything that has moved on since.

  1. 1Stand up.Before anything else. She should never be greeted by the top of someone's head.
  2. 2Greet her, and use her name if you have it.“You're here — welcome in.”
  3. 3If it is her first visit, say so and make it good news.“I can see it's your first time with us. I'm so glad you're here.”A first-timer is told what happens next. A regular is not slowed down.
  4. 4Check her intake form is done for every service she has booked.Every service. A guest booked for two has two.
  5. 5Use what the booking notes already tell you.She should not have to repeat something she has told us before.
  6. 6Offer what she has not asked for yet — water, where the restroom is.Anticipating is the job. Waiting to be asked is not.
  7. 7Tell her where to go and when someone will come.“Make yourself comfortable — I'll come and get you in about five minutes.”
  8. 8Give her one small thing, if the moment allows it.A card pull, something to try from body care, a walk down the Crystal Hallway. Not every time. When it fits.
In boundsTelling her what happens next, and whenOffering water, tea, the restroom, somewhere to sitA card pull, a sample, a walk through the hallwaySaying you'll find out, and finding out
Out of boundsSelling anything at the doorAnswering a health question about her bodyAsking her to repeat something she has already told usExplaining why we are behind
Why we do it this way — What She Came ForKnow + Guide the Guest