🧾 SOP – Customer Handling at Fai ’n’ Fa

• Respect for All — Salut​ations (Sir, Madam, etc.) without bias.
• Warmth & Care — A smile accompanies every greeting.
• Transparency & Value — Clear service details, pricing, timelines before payment.
• Ethical Conduct — No upselling beyond needs, no hidden charges.
• Gratitude & Feedback — Always thank customers, invite feedback.
• Conflict‑Free Zone — No internal disputes visible to clients.

Phone & WhatsApp

• Opening: “Good [time], this is [Name] from Fai ’n’ Fa. How may I assist you, Sir/Madam?”
• Respond to WhatsApp within 15 minutes during business hours.
• Full sentences, correct grammar; confirm booking details before closing chat.

In‑Person

• Stand to greet, maintain eye contact, offer seating/water.
• Do not multitask while speaking to a client.

1. Review service list from stylist/therapist; confirm with client.
2. Match with price list, apply approved discounts.
3. Provide itemized bill; confirm before requesting payment.
4. Issue receipt and thank sincerely after payment.

• First‑time client — Thank and request Google Review.
• Grooms/New Beginnings — Hand over greeting card with “All the Best” from the team.
• Potential home service/event booking — Give business cards proactively.

• Log all enquiries/bookings/appointments immediately.
• Confirm booking verbally or via WhatsApp before ending conversation.

• Listen without interruption, acknowledge, and note details.
• Escalate to manager if needed; never argue with clients.
• Resolve staff disputes privately, never in front of customers.

1. Greet warmly (in‑person/call/chat)
2. Listen & clarify requirements
3. Provide service info & cost
4. Log booking/enquiry
5. Coordinate service team
6. Verify completed services before billing
7. Process payment transparently
8. Request reviews, offer thanks
9. Special gesture if applicable
10. Close with positive farewell