Blame Marge.
She doesn't mind.
Deposits. Late cancels. Dues before the next facial. Somebody has to hold the line, and it shouldn't be the person at your front desk. Marge holds it, every time, so your team gets to be the nice ones.
Marge's house rules
Warm. Firm. Doesn't budge.
Marge warns about most things and lets your team carry on. These are the few she won't let slide, and how she handles them.
Cancel three times, and I'll need a card on file.
Repeat cancelers need a card or a deposit before they're booked again.
Dues first. Then the facial.
Unpaid membership dues a second time hold membership bookings until they're paid. A manager can override, with a reason.
The CO₂ laser is provider-only.
Your scheduling rules hold. Managers and owners can override with a reason, and every override is logged.
That machine is out of service. It's off the book.
A machine marked out of service simply isn't offered when someone books.
Read the safety alert. Then save.
A serious safety alert is ticked as reviewed before the chart saves.
Two charts aren't signed.
Unfinished work stays on Today until it's done. Nobody has to remember to remind anyone.
Say it with us.
"I'd love to waive it. Marge won't let me."
"Marge is strict about deposits. I'll just grab your card."
"That's Marge's rule, not mine. She's very firm."