New Managers and Salon Operations

Emergencies

  • 1. Please print out an Incident Report describing the situation and all witnesses to the situation.

    2. Notify your supervisor/ Regional Support Team to determine if any further action needs taken for that day.

    3. Send the incident report to Sam at Gm_samantha.stading@greatclips.net and include your Regional Support Team.

    If an employee was hurt, the employee needs to call our Worker’s Comp Nurse Line 1-866-481-3926. They can further follow-up for you on a past claim or any questions as well.

  • If an employee gets injured while working:

    The employee needs to call our Worker’s Comp Nurse Line 1-866-481-3926. They can further follow-up for you on a past claim or any questions as well.

    An incident report needs to be printed off the Google Drive, filled out, and emailed to Sam at gm_samantha.stading@greatclips.net

  • If the internet goes down in the salon or you need technical help please restart the Meraki modem as a first step. Then troubleshoot with the following:

    One Net is our internet and phone provider in ALL LOCATIONS. 952-960-1010

    ICS (for software issues like Online Check In) 1-800-735-1436

    Foundation (for hardware issues like a monitor or Ipad not working) 1-844-928-2336.

    If you have called all three of these resources and have no resolution, troubleshoot with your Regional Support or with Sam at 612-710-4601.

    It is VITALLY important if your Online Check In goes down to call ICS immediately and persistently troubleshoot until it is resolved.

  • If you are unable to lock the door and it is time to close the salon, please contact Per Mar Security Services customer service at 1-866-441-7487. 

    If a lock is sticking or is hard to lock/unlock please fill out a Facility Request Form and wait for normal repair instead of an emergency after hours service call.

  • Remove the batteries from the thermostat, turn it off for 15 minutes, and insert brand new batteries.

    If this does not resolve the issue fill out a Facility Request Form , AND contact Sam via phone/text at 612-710-4601 to insure it is handled ASAP. Please ask other salons in your pod for space heaters or fans to temporarily relieve the situation. If no space heaters are available you may do a paid out to purchase one locally. Oftentimes it takes a few hours or sometimes even a day or two to find an available tech to come out so we must prepare for that scenario.

    If you have NO HEAT, the temperature is supposed be lower than 20 degrees overnight, and have not heard back from Sam and it is within 2 hours of the salon closing, then you need to contact a technician directly. THIS IS ONLY AFTER TRYING UNSUCCESSFULLY TO REACH SAM. Twin Cities salons can call Fixed Assets at 763-200-9333. Duluth salons can call Jamar at 218-628-1027. Both of these companies have keys to our salons (however if there is an exterior mall door an employee will have to let them in.)

  • Check the Power
    Make sure the machine is plugged in securely and the outlet has power. Try plugging in another device to test the outlet. Also, check if the breaker has tripped in the fuse box.

    Inspect the Door/Lid
    Most washers and dryers won’t start if the door or lid isn’t fully closed or the latch is faulty. Open and firmly close it again.

    Look for Error Messages
    Some machines display error codes—write it down and look it up in the user manual (often available online with the brand/model number).

    Clean the Lint Trap (Dryer Only)
    A full lint trap can cause a dryer to stop or overheat. Clean it out and try restarting the cycle.

    Check the Water Supply (Washer Only)
    If the washer won’t fill, make sure the water valves are turned on and the hoses aren’t kinked or clogged.

    If this does not resolve the issue fill out a Facility Request Form , INCLUDING MAKE AND MODEL.

    It oftentimes can take a few days to find an available tech and/or order parts for a repair. Please plan an alternative plan with your team for this time period while waiting for repair. Some ideas include bringing laundry to a nearby location, having a stylist bring laundry home, or taking laundry to a laundromat. We cannot let the dirty laundry pile up indefinitely and must work as a team to find a temporary workaround.

  • Facility requests can be completed online using a Facility Request Form . These can be completed by any employee in the company. Please read the form CAREFULLY and provide all make and model information. For example, washers and dryers cannot have a repair scheduled without a full make and model number supplied (usually found on a sticker in the door of the machine.)

  • For help and troubleshooting with GCU, contact the Help Desk at (877) 527-2184 or helpdesk@greatclips.com to submit a support ticket.

Cash Handling Procedures & Policies

  • Our opening drawer fund is always $250. If there is a question on Over or Short more than $5 at open/close, or any other drawer/coupon/transaction issues:

    The salon manager should first try to resolve. If they cannot resolve, please call aand ask another salon manager in your pod if they know how to resolve. If they cannot resolve contact your Regional Support Team. 

    If the bank calls the salon with a concern please contact Sam 612-710-4601 first or Becki alternatively at 406-698-6951.

  • Deposits should be brought to the bank every week night. If a night drop is not available on the weekends deposits can wait until Monday but it ALWAYS best to bring deposits daily to the bank when possible. A Deposit Log must be kept daily in the salon and signed off at both open and close. Our starting drawer fund is always $250.

    Deposit logs must be sent to our BAND chat weekly by any salon manager or member of your team on Sundays at close or Mondays at the latest. They also must be sent additionally at the end of the month to the BAND chat.

  • ALL coupons NEED to be scanned. If a coupon does NOT scan for you it is likely a fake coupon and we cannot accept it. If you are certain it is a valid coupon and it still will not scan, please contact your Regional Support and let them know there is an issue as soon as possible. Discount reports are reviewed regularly to ensure coupons are being scanned and not just selected from the list on the computer.

    Great Card discounts should never be applied to a Cash transaction. You MUST scan the Great Card to pay for the haircut.

     Do NOT accept expired coupons!

    Military discounts are one of the few discounts we offer that do not get scanned. Military discounts do not apply to public service professions like police, fire, nurses, etc. It is ONLY for military personnel. Do not get in the habit of asking clients if they are a vet. They will let you know if they are military and would like a discount.

    If a Free Haircut is given you must print the receipt and write an explanation of why the free cut was given. This receipt should be saved for your Regional Support leader.

  • Paid outs should be used sparingly. They are only in case of an emergency salon supply being needed, materials for decorating a stylist's station, a small coupon adjustment that you can't fix in the POS, or as directed by your Regional Support for a special celebration or contest award.

    They should NOT be used as payment to employees for birthdays etc. All employees are mailed a giftcard and birthday card on their birthday instead.

  • Step 1: Refund the Customer in StylewareStyleware iPad POS App

    1. View the gift card balance by tapping Quick Tender > Check Gift Card Balance.

    2. Tap Employee Options > Modify Invoice > Issue Refund.

    3. Tap employee name and enter password.

    4. Locate customer or invoice for refund.

    5. Tap customer name and select invoice with gift card sale.

    6. Tap Issue Refund and select refund reason.

    7. Tap refund tender type, then tap Print/Process to complete.

    CRITICAL: Take the gift card from the customer to use in step 2. The customer can leave after the refund.

    Step 2: Contact SVS to Drain Gift Card Balance

    1. Contact SVS automated redemption line at (800) 933-2296. For security reasons, you must call from the phone that is in the salon.

    2. Have the gift card number and 4 digit pin number from the back of the card.

    3. Swipe the gift card to verify a zero balance.

    4. Cut up the gift card and throw away.

Payroll

  • If an employee needs help with their Paychex account they can call:

    Registration & Log in Phone Support : 866-804-5742, dial option 1, then extension 7102501.

    OR use LIVE CHAT support via HELP (?) button in Paychex Flex.

    If you have already troubleshooted with Paychex and were unable to resolve then please reach out to your Regional Support leader. If they can't resolve Sam or Becki can be reached for further help.

    Please take SCREENSHOTS of whatever issue you are having as this is the first thing Paychex always asks for when troubleshooting.

  • Our Payroll Request Form is used for changes needed like:

    Cosmo Student Loan Reimbursement

    Continuing Ed Reimbursement (we reimburse up to $35 with a receipt)

    Savings Plan Add On (New Hires Only!)

    Other Reimbursement (salon supplies, gas/hotel if traveling, etc.)

    Employee Got a Raise (will be verified with Regional Support Team) 

    Please fill it out as needed to communicate changes to the payroll department.

  • Raises are typically earned annually at employee reviews. However on occassion a raise may be earned if a change in position etc is made. There are two steps to ensuring a raise is made correctly.

    1. The wage must be changed in the iPad under the employees Payroll record.

    2. Our Payroll Request Form then must be filled out to notify the payroll department of the change.

  • Life can throw unexpected challenges our way, and when it does, rest assured, we've got your back. That's why we've introduced our compassionate, no-questions-asked loan program, designed exclusively for our dedicated team members who have been with us for at least 30 days.

    Here's how it works: Simply fill out the Sh*t Happens Loan form and hit 'submit'. Our team will take care of the rest, ensuring you receive the support you need, swiftly and discreetly.

    Remember, each of our valued employees is eligible for this loan once a year. We understand, however, that sometimes life can be particularly challenging, and if you find yourself in a situation that requires additional support, don't hesitate to reach out. We'll consider these requests on an individual basis, because we believe in personalized care.

  • ‍ ‍

    Ensuring our availability during peak customer hours is imperative to providing excellent customer service. While we aim to have flexibility for our staff to request time off, it is important to note that such requests are not guaranteed. Management will make every effort to accommodate requests, taking into consideration available paid time off (PTO), salon blackout dates, mandatory calendar commitments, and other internal scheduling factors. It is important to wait to finalize personal plans until manager approval has been granted! (Ex., do not book a flight prior to approval).

    The purpose of the written form is simply to Request Time Off and get approval from a manager. IT DOES NOT ACTUALLY ENSURE YOU GET PAID FOR THE TIME OFF. In order to cash out PTO/ESST time you and be paid for the time off you must submit electronically at https://forms.gle/EVxVTJpH7suCTgyU9 . Electronic requests will be processed every Friday at closing time and paid on the following Friday’s paycheck. Therefore you should not submit in advance of when you want to actually be paid the PTO. You cannot request to use the hours weeks/months in advance, you must enter it the week before you would like to be paid.

    All time-off requests must be submitted a minimum of two weeks prior to the requested period and no earlier than three months in advance. This allows time for your manager to review and approve. Additionally, when requesting time off that involves a regular weekend workday, it is mandatory to fulfill the obligation by working an alternate weekend day.

    In the absence of available PTO, it is mandatory for the employee to make up all unpaid time off. This is outlined in our employee handbook policies.

    If employee is requesting more than 7 consecutive days off a LEAVE OF ABSENCE must be requested instead. The employee needs to use the Quit/Leave form and immediately notify HR of their intent. It is the employee’s responsibility to complete.

    Documentation and notes will be maintained for all time-off requests. In the absence of available PTO, it is expected for the employee to make up all unpaid time off. This is outlined in our employee handbook policies.

  • Immediately upon an employee notifying their manager they are resigning or need a LOA, or they were terminated please fill out the following Employee Quit Leave Form and notify your Regional Support leader. Stylists can fill out themselves for a Leave of Absence rather than having the manager complete.

    Video explaining this process can be viewed at: https://youtu.be/4CLHM5debf4

  • We use Google Drive in salons for access to many important documents and the ability to print in salon. The username is stevensgreatsalon@gmail.com and the Password is posted in salon. 

    The easiest way to navigate the Google Drive is from the 1Table of Contents  document.

  • Use this Table of Contents to access commonly needed Google Drive Forms and Documents in the salon.

  • Supplies are ordered through a combination of platforms.

    Lucascide, and printer ink, are ordered using the Facility/Supply Request Form. This must be done MONTHLY by the 15th and will be delivered a few days after the 15th.

    NEW! Receipt paper and retail bags now available on Innovative.

    Innovative Solutions is used for other office supplies or cleaning supplies, as well as suckers, toilet paper, paper towels, etc. as needed.  Our monthly Innovative Solutions budget for each salon is $100.

    To see a SUPPLY LIST with SKUs, you can click here!

    How to Order on Innovative Solutions:

    • Go to https://innovativeos.com

    • Username is SALONNAMESALONNUMBER Password is SUPPLIES. If there is a zero at the start of the number do NOT include it.

    • Search for the items you need, either by category or  by Favorites list.

    • Add to cart and continue until you have everything you need.

    • Once you finish ordering it goes for approval before it is shipped, but usually comes to the salon within a few days.

  • This form can be printed and completed to order retail OR backbar supplies for the salon from Salon Innovations. Retail/backbar orders can be placed via email. You can download and print an order form on the Google  Drive at Salon Innovations Order Form and send via email to orders@saloninnovations.com  Please use a separate form for retail and backbar and specify. Retail orders (not backbar!) can alternatively be placed using EPO (Electronic Product Ordering). Please see the GCU models on EPO for further information on utilizing that. There is a monthly budget of $125 per salon for backbar supplies.

  • We welcome service animals as required by the Americans with Disabilities Act (ADA). A service animal is a dog that is individually trained to perform tasks for a person with a disability. These animals are not pets and should be allowed in all areas where customers are permitted. We are not allowed to ask for documentation or proof, but we can ask two questions: (1) Is the dog a service animal required because of a disability? and (2) What task is it trained to perform? Emotional support animals are not considered service animals under the ADA and do not have the same access rights. It's our responsibility to treat every guest and their service animal with respect, ensure the animal is under control, and maintain a clean, safe environment for all. 

  • Redos are not about pointing out mistakes, they’re a tool to help us improve. When we notice a repeat pattern (example: always needing to go shorter, or clipper cuts needing adjustments), it gives us the chance to step in with support:

    • Strengthen consultations

    • Provide coaching or technique refreshers

    • Offer focused training where needed

    Our goal is to help every stylist grow and ensure clients consistently leave happy. 

    We use redos to elevate our team, not to criticize them.

    • Redos can only be done up to 7 days after the previous haircut

    • If they were at a different location, call the other location to see who did the haircut

    • Fill out a redo form after completing the haircut 

    • You must print the receipt and staple to the redo form

    • When doing a redo, select Redo and the reason for the redo when checking in the customer. If not done, it will affect your haircut time and your in between times

  • Clients often request donations for local community events and fundraisers. While we want to support community relations we also want to ensure it is done in a way that is purposeful.

    Each salon should have a few gift cards for Free Haircuts on hand to use in these situations and pair them with retail items to make a gift basket.

    Please view the following informational video at: https://youtu.be/8ugbOJ0hCRg

  • To stay compliant with changes to 2026 state break laws and Stevens Great policies, we need everyone’s

    cooperation with following our daily break procedures.

    • If you work 6+ hours or more in a day, you are expected to take a 30-minute unpaid lunch break.

    Your unpaid break needs to be a minimum of 20 minutes. Our full break policy can be found in the

    Employee Handbook. We understand there may be rare days where high customer demand makes it

    difficult to step away. If you work more than 6 hours and choose to forgo your lunch break for that reason,

    you must complete the sheet waiving the break was missed and sign. This form is required every time

    a lunch break is waived.

    Daily Planning:

    At the start of each shift, please list all employees scheduled for 6+ hours and note their estimated break

    time. This helps us communicate accurate wait times to customers and support smooth operations.

    https://drive.google.com/file/d/1_zuZ_aaMOOgLUaV2A3h2BqTj833dblz7/view?usp=sharing

Other Common Processes

Salon Forms Web Clip

The “Salon Forms” web clip gives you fast access to forms directly from the iPad home screen, rather than from the Employee Options menu within Styleware™ POS. Please note: These forms will no longer be available in the GCU Toolbox.

The forms are also accessible below to give you the ability to download and customize the forms for your own use. Customized forms will not be available via the Salon Forms web clip.

Which forms are available via the new web clip that Stevens Great uses?

G.R.E.A.T.S.

G.R.E.A.T.S.