Loyalty Program SOP

 

The Polish Nail Lounge & Co.
Loyalty Program SOP
Last Updated: May 2025

1. Purpose & Scope

This document serves as the official Standard Operating Procedure (SOP) and training guide for the implementation, management, and staff-facing operations of our tiered Loyalty Program.

2. Loyalty Program Tiers

  • Tiers are granted based on annual spend OR points earned (e.g., 2,500 pts = Polish Pro)

  • All points expire after 365 days of inactivity

  • Downgrades are assessed annually if thresholds aren’t met

3. Points Accrual

  • Points are awarded after EOD Closeout in Zenoti

  • Manual entry required for:

    • Rebooking (FD adds via Guest Profile)

    • Referrals (must be added before first invoice)

4. Redemption & Add-Ons

  • Pro Spa Foot Massage (15 mins)

  • Neck/Shoulder Massage

  • Dazzle Dry Upgrade

  • Waterless Collagen Pedicure

  • Mani to Gel Upgrade

  • Pedi to Spa or Gel

  • Beta 10 Peel (monthly)

Redeem via POS > “Pay with Points”

Loyalty service SKUs are tracked separately (prefixed with “LOYALTY –”)

5. Client Messaging Scripts

Front Desk Script:
“You’re currently earning points with every visit. Load a Salon Card today to get bonus points, faster tier upgrades, and exclusive spa perks.”

Rebooking Reminder:
“If you rebook now, we’ll manually award 200 loyalty points to your account before you leave today.”

6. Reference Resources

Tyrone Robinson