Salon and spa receptionist script
Salon calls are short and frequent: prices, availability, cancellations and gift cards. The best scripts sound like your front desk on a good day and send callers straight to a booking. Here is an upbeat example for a fictional hair salon and spa.
Example for a fictional business. Replace every [placeholder] with your own prices and policies.
Receptionist script: Willow Studio Salon & Spa
1. Greeting
During business hours: "Hi there, thanks for calling Willow Studio Salon & Spa. This is [name]. How can I help you today?" After hours: "Hi there, thanks for calling Willow Studio Salon & Spa. Our office is closed right now. Our hours are Tuesday to Saturday 10 am to 7 pm. I can still take your request and make sure the team gets back to you. How can I help?"
2. Identifying the caller's need
"Great, thanks! So I can help, can you tell me a little more?" • Can I get your name and the best number to reach you? • Have you worked with us before? • Could you tell me the service they want, a preferred stylist or therapist, and preferred times? • Is this urgent, or can it wait for a regular appointment? Our services: cuts, colour, balayage, facials, massage.
3. Answers to common questions
Q: How much is a cut and colour? A: Prices start at [price] and depend on hair length and the service. Your stylist confirms before starting. Q: Do you have anything available today? A: Let me check. If today is full, I can add you to our cancellation list. Q: What is your cancellation policy? A: We ask for [notice period] notice. [Late cancellation fee]. Q: Do you sell gift cards? A: [Yes, in store and online at your website]. Q: Do I need a patch test? A: For [services], we ask for a patch test [time] before your appointment. Replace every [placeholder] with your own prices and policies before using this script.
4. Booking an appointment
The quickest way to book is online. I'll text you our booking link right now so you can pick a time that suits you. What's the best mobile number to send it to? If you have any trouble, just call us back and we'll book it together.
5. Urgent and emergency calls
Urgent situations for Willow Studio Salon & Spa: a same-day appointment issue, a reaction after a treatment. "Oh no, I'm sorry to hear that. I'm marking this as urgent." • Confirm name, number and address. • [Transfer the call to the on-call person: number] or send the team an immediate alert. • "Someone from our team will call you back as soon as possible. Please keep your phone nearby." • Never promise an exact arrival time.
6. Taking a message
"The person you're looking for isn't available right now. I'd be happy to take a message." • Name • Best callback number • Reason for the call • Best time to call back "Thank you. Let me read that back to make sure I have it right: [repeat details]. I'll pass this on right away."
7. Closing
"Is there anything else I can help you with today?" "Thanks so much for calling. Have a great day!"
8. Voicemail greeting
"You've reached Willow Studio Salon & Spa. We can't take your call right now. Our hours are Tuesday to Saturday 10 am to 7 pm. Please leave your name, number and the reason for your call, and we'll call you back as soon as we can. Thank you!"
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What makes a good receptionist script
A phone script is not there to make your team sound robotic. It is there so every caller gets the same good experience, whether they call at 10 am on a Tuesday or 9 pm on a Saturday. The best scripts share four qualities.
Clarity. Short sentences, plain words and one question at a time. Callers should always know who they reached and what happens next.
Empathy. Many people call because something has gone wrong. A simple "I'm sorry you're dealing with that" before the questions makes the rest of the call easier.
Qualification. Ask for the details your team actually needs: name, number, address and what the job or visit is about. Asking the same questions every time means fewer callbacks just to fill in gaps.
A clear next step. Every call should end with something concrete: a booked time, a promised callback window or a link sent by text. "Someone will be in touch" is not a next step.
Script examples by industry
HVAC. "Thanks for calling. Is the system not heating at all, or just not keeping up? And can I get the service address?" If there's a gas smell, the script tells the caller to leave the home and call 911 or the gas utility first. More on hvac calls.
Dental. "I'm sorry you're in pain. Is there any swelling in your face or jaw?" Swelling and severe pain go straight to the clinical team, and the receptionist reminds callers they can't give medical advice. More on dental calls.
Law. "So we can check for conflicts, may I have the names of the other people involved? And is there a court date or deadline coming up?" Deadlines within days are flagged as a priority callback. More on law calls.
Salons & spas. "Today is full, but I can add you to our cancellation list, or I can text you our booking link to pick another time." Quick, friendly and always ending in a booking. More on salons & spas calls.
Mistakes to avoid on business calls
- Quoting prices you haven't approved. Leave placeholders and fill them with your real prices, or have the receptionist offer a quote instead.
- Giving advice outside the role. Receptionists should not diagnose equipment, give medical advice or interpret the law. Route those questions to qualified people.
- Promising exact arrival times. Promise a callback window instead, and let the technician confirm the time.
- Letting calls end in voicemail with no follow-up. Many callers won't leave a message. Return missed calls quickly, or use a receptionist that answers every time.
- Never updating the script. Hours, services and prices change. Review your script every few months.
Curious what an unanswered phone costs you? Try the missed call cost calculator, or see how an AI receptionist uses a script like this on every call.