The salon is fine, the COVID restrictions are in place and I felt safe.
But when you're paying for services received it's the worst. "Tippy" program is not programmed correctly. The 20% button is not 20%, the 15% button is not 15%, they are programmed slightly higher. The worst part is they know it and the continue to deceive customers. So, what else are they being dishonest about?
Thank you for the opportunity to reply to this review. We are grateful for your business and happy you felt safe during your appointment. However, we are disappointed to learn you do not like our checkout process with regards to Tippy, our program used to allow your service technician to continue to receive tips.
At true, one of our core values is to lead with transparency. We have nothing to hide and please accept our apologies if the Tippy process was not explained thoroughly to you.
Over the past several years, plastic has become the main form of payment for services offered at true. We have always passed 100% of the monies collected through credit card charges to the technician through payroll. However, there are processing fees charged to the salon | spa for accepting credit cards; it is a percentage of the total charge. Over the years, these fees have become quite significant and an expense the salon | spa could no longer afford. As we considered moving to a "cash only" tipping policy, one of our employees brought Tippy to our attention. We began utilizing Tippy in 2018. Tippy was conceived and developed by industry insiders who solved what has been listed as one of the top issues facing salons and spas today. With the migration from cash to plastic, guests are carrying less cash and demanding the convenience of tipping on credit cards. Again, this imposes costly additional processing fees on salon owners. For the service professionals who were accustomed to carrying cash tips home every night, they had to wait up to two weeks to receive these in their payroll. We recognized that moving to a Ã??Ã?Â¢??cash onlyÃ??Ã?Â¢?? policy would certainly impact the income of our team. Tippy solved all three problemsÃ??Ã?Â¢?Ã??Ã?Â¦1) true no longer pays any processing fee on tips; 2) Service providers receive their tips every next business day in their personal bank accounts; and 3) Tips increased an average of 30%. TippyÃ??Ã?Â¢??s processing fees are included in your selected percentage of the charge. This fee allows Tippy to process the credit card and deposit the tips into the service professionalÃ??Ã?Â¢??s account the NEXT business day! Additionally, there are other features including a mobile app for service professionals that tracks, organizes and summarizes each of their clients and their tips throughout the year.
HereÃ??Ã?Â¢??s how it works: At the Tippy kiosk at the front desk, Tippy provides three suggested tip amounts to the guest. Each of these suggested tip amounts has the processing fee already added in. Depending on which button the client selects, the service professional will receive a NET 20%, 25%, or 30% tip. There is also a fourth button for custom tipping if you would like to tip an alternative percentage. Nearly 30% of our guests choose this option and tip more!
Again, we apologize this was not thoroughly explained to you (we will take this as a learning opportunity to ensure our Customer Care providers understand and can effectively communicate this process with guests in the future) and remain saddened you would think we are a dishonest company. It is our hope through our service and commitment, we can gain your trust and put those suspicions to rest.
Yours in service,
co-owner and founder of true salon | spa