NAIL SALON PHONE SCRIPT
Original editable template from Turnline
Companion guide: https://turnlinehq.com/blog/nail-salon-phone-script

Replace every bracketed field. These are suggested words, not salon policy.
Salon: [name and location]
Script owner: [person]
Reviewed: [date]
Approved menu and duration source: [reference]
Deposit / cancellation / late-arrival policy: [reference]
Callback owner and realistic deadline: [person and deadline]

1. OPENING
Hello, you've reached [Salon]. I'm [Name]. What would you like to have done?
I'll check the service details first so we leave enough time for your appointment.
Is this a new request or a change to an existing booking?

2. SERVICE
Are you looking for polish on your natural nails, an enhancement service,
or maintenance on an existing set?
Do you have anything that needs removing?
Would you like a plain color or a design?
Do you have a technician in mind, or want the earliest suitable appointment?

Approved service: [service]
Removal / add-ons: [details, or mark unknown]
Total duration including buffer: [salon-approved duration]
Eligible technician and station: [details]
Needs technical review: [yes/no, owner]

3. PRICE
Our [service] is [approved price] and includes [inclusions].
[Removal/add-on] is [approved additional price], if needed.
If review is needed: That design needs a technician's quote. I can arrange
a review, but I can't confirm the final price from this description alone.
Use the approved payment channel for deposits. Never put card details in notes.

4. OFFER AND READ-BACK
For [complete service], I can offer [verified day, date, time] with [technician],
or [other verified option]. Which suits you?
Name: [name]
Callback number, read back: [number]

Only AFTER a confirmed record and required approvals/deposit:
Your booking is confirmed for [day, date, time] at [location], with [technician],
for [service and add-ons]. We have reserved [duration].
[Explain relevant policy and confirmation channel.]

If PENDING:
I have your request for [service and preferred time]. It is not confirmed yet.
[Owner] will contact you by [approved deadline] with the next step.

5. GROUPS / WALK-INS
How many people are coming, and what does each person want done?
Is starting together essential, or is there a time everyone needs to finish?
I'll check the whole group before confirming.
Do not mistake separate openings for simultaneous group capacity.

Our walk-in policy is [approved policy]. [Verified current availability].
A wait estimate can change; would you prefer a confirmed appointment if available?

6. LATE ARRIVAL / CHANGE
Locate and verify the existing booking under salon policy first.
What time do you expect to arrive? I'll check with [owner/technician]
whether we can still provide your booked service or need to move it.
For a change: Let's check a replacement time and the change policy.
I'll confirm the updated booking details once the change is saved.

7. FAILED SAVE / UNCERTAIN RESULT
The booking system hasn't confirmed that change.
Please don't treat the new time as booked.
[Owner] will check the record and contact you by [deadline].
Check whether the first attempt succeeded before retrying. Verify the status
of the original appointment. Do not create a second reservation as a workaround.

8. AFTER HOURS
You've reached [Salon]. We're closed until [next opening]. Please leave your
name, callback number, requested service, and preferred date.
[Team/owner] returns messages by [approved deadline].
Leaving a message does not reserve an appointment.

CALLBACK NOTE
Request / missing decision:
Name and callback number:
Booking status: confirmed / pending / change unconfirmed / callback only
Owner:
Deadline promised to caller:
Resolution and actual response time:

REHEARSAL
[ ] Unknown removal product goes to review.
[ ] Group capacity is checked as a whole.
[ ] Late arrival follows policy, without rushing the service.
[ ] Failed change is checked before retrying.
[ ] Pending request is never called a confirmed booking.
[ ] Every callback has an owner and a realistic deadline.

Turnline salon support is in discovery. This template does not activate a service.