To all our Guests,
It’s been a couple of weeks since I last spoke to you and in that time, for some of you, time has moved fast and for many others, things have moved slowly. We have been planning hard to get the teams back into the salons, ready to make you look beautiful and we are really looking forward to welcoming you back!
Having read and fully understood the Government’s advice regarding COVID-19 infection control, we now have a much better understanding of how the virus is spread and what we can do to stop it. We understand the need for social distancing and have been able to incorporate what we have learnt, with additional safety procedures into our day to day process.
We have your health and safety at the forefront of our minds and would like to let you know, how we have updated our practices, to do our part to stop the spread of COVID-19, whilst still offering you the same 5 star service that is expected of us.
Whilst we are still awaiting the official green light from the Government, the current plan is to re-open our salons on 5th July which will mark the start of our new 7 days a week, opening hours. However, many things in the salon will be very different and will remain in place until we can return to a more normal environment – whatever that might look like.
In order to comply with the social distancing 2 meter rule, our stylists will be working in two shifts, so that we limit the number of people in the salon. As a result, we will now only have a maximum of 3 stylists working in each salon at any one time, which in turn limits the number of guests to a maximum of 6 at any one time. We would respectfully ask if everyone could be patient with us in these challenging times, so we can look after all of our guests.
We know and understand that everyone is desperate to have their hair cut. However, in order to treat everyone fairly, once the Government confirm the date we can start trading again, we will contact all of our guests that had an appointment booked in with us between 23rd March and 4th July and re-schedule these in first. Once all of these are booked in, our phone lines will be opened for further bookings. During the initial 2 month opening period, we are unable to accommodate bookings for children under the age of 16 and we apologise in advance for any inconvenience that this may cause.
In order to minimise the risk of spreading the virus we are removing a number of items that guests can regularly handle in the salons. We will therefore no longer offer magazines to read or serve refreshments. Please feel free to bring your own book or tablet. We are unfortunately unable to allow guests to bring food and drink onto the premises except for bottled water and we are happy to supply disposable cups for you use.
We have never in the past had to consider a cancellation or no show policy. However, it is clear that the number of appointments available will be greatly reduced, due to the measures we have put in place, to ensure your safety and comfort and to reduce the risk of spreading the virus. We will do our best not to cancel or re-arrange your appointments and to run to time. We would really appreciate you doing the same. During the initial 2 month opening period, we require at least 48 hours’ notice, should you need to cancel an appointment, otherwise a cancellation fee of 50% of the cost of your service will be charged. We may also ask for a deposit to secure the booking if you missed your last appointment with us, prior to lockdown. We hope that this will limit the number of missed appointments that may not be refilled at short notice. This will ensure that we can see as many of our guests, as quickly as possible.
We have also taken the decision to add a £5 COVID-19 PPE Surcharge to every booking and to suspend all discount promotions until further notice. This is not a decision we have taken lightly but is necessary due to the rising cost of materials and additional measures we have put in place to ensure your safety and that of my teams. This is a temporary charge to enable us to keep our doors open and to ensure our teams can still earn an income. We chose this route rather than increasing our prices, as we can re-assess periodically and eventually remove the charge, when it is appropriate to do so.
Our loyalty scheme will still operate partially ensuring that you still accumulate your points on every visit. However, you will not be able to redeem any points, during the initial 2 month opening period. We will look to reinstate our loyalty scheme and promotions, as soon possible.
In addition, whilst we are in this period of change, it will not be possible for us to run our Academy at our Maidenbower salon. We apologise in advance for any inconvenience that this may cause.
We take your health & safety very seriously and are pleased to let you know that all team members have successfully passed and been awarded a certificate for cleansing and disinfecting the salon and the equipment they work with.
At CoCo’s we would all like to take this opportunity to thank you in these challenging times for your patience and valued custom and we can’t wait to welcome you back through our doors!