The Polish Nail Lounge and Co. Loyalty Program SOP & Training Guide

📅 OVERVIEW

A 4-tier loyalty program designed to boost repeat visits, increase client spend, and offer high-perceived-value rewards.

🌟 Loyalty Program Tiers

  • General Loyalty — Free entry

  • Fresh Start — Entry at $250 annual spend or 1,250 points

  • Polish Pro — Entry at $500 annual spend or 2,500 points

  • VIP Glo Up! — Entry at $1,000 annual spend or 5,000 points

Tiers are awarded based on spend and points; downgrades occur annually if thresholds aren't met.

Tier Benefits escalate with each level including:
 - Bonus accrual rates
- Seasonal rewards
- Priority booking and free upgrades
- No point expiry at VIP level

SOP – Setting Up & Testing Loyalty Program

1. Create test guest profiles.
2. Assign test stylist and ensure they appear on the schedule.
3. Simulate purchases:
   – Invoice > Add service > Assign test stylist > Process payment (cash recommended).
   – Use amounts that match tier thresholds (e.g., $250, $500, $1,000).
4. Ensure loyalty program is selected during checkout.
5. End-of-day closeout must occur to trigger point application.
6. Check guest profile > Confirm:
   – Current tier status
   – Points earned
   – Redemption available
7. Test point redemption:
   – Try redeeming $20–$30 worth to confirm limits work.

Referral Points Process

• Referral must be added BEFORE the first invoice of the referred guest is closed.
• Can be added:
   – During appointment booking (under “Referral” field), or
   – In guest profile (General tab > Referral).
• Points will automatically apply if referral is present before invoice closeout.

Final Validation Checklist

✔️ Test guest shows correct tier based on spend/points.
✔️ Points apply accurately based on accrual setting.
✔️ Referral points apply when added before first service invoice.
✔️ Redemption works at checkout.
✔️ Manual points can be added if needed.

Cheat Sheet – Key Settings

• Points accrue after end-of-day close.
• Accrual Source: Amount Spent (1x, 1.25x, or 1.5x depending on tier).
• Manual bonus/referral points: Guest Profile > Add/Remove Points.
• Referral Source: Must be recorded prior to first invoice close.
• Redemption: Checkout > Points > Apply Value > Add Payment.
• Tier auto-promotes/downgrades based on annual spend or points.

💡 TRAINING CHEAT SHEET

Client Not Getting Points?

  • Check: Are they enrolled?

  • Check: Did their invoice close out?

Redemption Not Showing?

  • Must have eligible point balance

  • Must meet redemption rules for tier

Referral Points Not Working?

  • Must be added before the referred guest’s first invoice is closed

  • Add referral during booking or in guest profile

Manual Point Entry Needs?

  • Go to Guest Profile > Loyalty > Add/Remove Points

  • Reason = "Other" or "Spent"

Refunding Tests?

  • Refund using same method (Cash = safest for test purposes)

✅ SOP: Daily Loyalty Workflow

1. Check If Client Is Enrolled

  • Go to their guest profile.

  • Look for their tier (top right). If not enrolled, click Enroll.

2. Create Appointment & Select Stylist

  • Make sure the stylist is scheduled that day.

  • Use the "Request" dropdown to select stylist.

3. Apply Loyalty Program During Checkout

  • After completing the service, click Take Payment.

  • If points are redeemable, they will appear automatically in the Loyalty Program drop-down.

  • Confirm amount & click Add Payment.

4. End-of-Day Closeout

  • Points are awarded only after closeout.

  • Leave test invoices open until the next day if testing.

5. Manual Additions (If Needed)

  • Go to Guest Profile > Loyalty tab > Add/Remove Points

  • Enter: Points, Tier, Expiry Date, Reason, Comment

Tyrone Robinson