A client books a pedicure and mentions in passing that one toenail has looked odd for a few months and is sometimes sore.
That is not a pedicure question. It is a health question, it arrives in salons constantly, and the answer must never be given by somebody holding a file.
The checklist
Publish these and the enquiries sort themselves.
1. Say what a salon pedicure is
A cosmetic treatment, described plainly, with what it includes. Clients conflate it with medical foot care and the distinction protects everybody.
2. Say what you do not do
Treating conditions, diagnosing anything, cutting into skin or anything beyond cosmetic care. Naming the limits is what makes the service credible.
3. Say when somebody should see a clinician
Pain, discolouration, thickening, anything persistent, any break in the skin and any concern at all. Said warmly and without alarm, and never with an opinion attached.
4. Handle the diabetes question properly
That anybody with diabetes or circulatory conditions should speak to their own clinician about foot care, and what your own policy is. It must never be improvised.
5. Publish the hygiene procedures
Equipment, what is single use, how tools are sterilised, how basins are cleaned between clients and what the salon does between appointments. It is the unspoken concern behind every first booking.
6. Publish the treatment options
Basic pedicure, with polish, with gel, with additional treatments, and what each includes and costs, which belongs with the wider menu clarity in nail appointment questions about gels, removals and timing.
7. Explain the duration
Per option, because clients book a lunch hour for something that takes ninety minutes.
8. Explain what to expect
Soaking, filing, cuticle work, massage and finishing. First time clients are nervous about having their feet handled and describing it helps.
9. Explain the product and allergy position
What is used, patch testing where relevant and what to disclose beforehand, which is the ground in nail product allergy and patch test questions.
10. Explain the drying and footwear point
How long before shoes, what to wear and whether to bring sandals. It is the practical detail clients most appreciate.
11. Explain the seasonal pattern
That summer books out and that maintenance through winter produces better results. It fills quiet months.
12. Explain aftercare
What to do at home, how often to return and what helps between appointments. Advice rather than a sale.
13. Never assess anything in an enquiry
A described symptom, a photograph or a question about a condition goes to a person and then to a clinician, which is the boundary in how to handle sensitive questions in your chatbot.
13b. Explain the removal and polish options
Clients arrive with existing polish or gel and do not know whether removal is included, charged or expected to have been done at home. Stating it plainly, with the price, prevents an appointment that overruns and a bill nobody was expecting at the end of it.
14. Publish course pricing where it applies
Because regular treatment is how results are maintained, as in package and course pricing questions at medical spas.
Getting started
Publish what a pedicure is, your hygiene procedures and when somebody should see a clinician, then book at any hour without assessing anything. SpideyChat for salons answers from your published pages. Try SpideyChat on your own site, or read about routing on the features page.