Consistency is what makes the experience feel effortless.
The SOAK Standard is the way we welcome guests, present ourselves, manage time, care for our stations and leave the salon ready for whoever comes next.
Same care.
Every guest.
Every guest who walks through the door should experience the same level of care and professionalism, regardless of who they are booked with or what service they are receiving.
Hover or tap each card to reveal the standard behind each stage of the guest journey.
Acknowledge
Acknowledge every client immediately. Within 3 seconds is the SOAK rule.
Get clear
Be clear on expectations, check for concerns and guide where needed.
Stay present
Stay professional, engaged and create an enjoyable experience.
Notice the details
Prioritise how the client feels throughout. Small details matter.
Check your work
Confirm the client is happy and fix anything before they leave.
Your shift starts before your first client.
Arriving for your shift
Team members are recommended to arrive 10 minutes before their scheduled start time.
Before your first appointment:
- Check your schedule in Zenoti
- Prepare your station and ensure it is clean and organised
- Check Slack or internal communications for updates
- Ensure you are in full uniform
Uniform & presentation
Daily presentation standards include:
- Hair tied up or clipped away from the face
- Natural, minimal makeup
- Professional-looking black or white top
- Black pants or neat, unripped black jeans
- Black closed-toe shoes
- SOAK apron
Not permitted: cropped, backless or low-cut tops, hoodies, graphic T-shirts, ripped jeans or slides/open-toe shoes.
Working inside MYER.
Always use the staff entrance.
All MYER team members, including Brand Partner team members, contractors, travellers, merchandisers and visitors, must enter the store via the staff entrance.
Visible, clean and correctly placed.
Brand Partner Team Members must wear a MYER name badge and lanyard.
- Worn at chest height
- On the left side
- Clean
- Horizontal
- Clearly visible
If you do not yet have an appropriate MYER or Brand Partner name badge, you must wear a visitor sticker obtained at the staff entrance.
Sign in and out every shift.
Brand Partner Team Members must use MYER's Workforce Management System to record hours worked in store.
Use the MyClock / UKG Workforce Central application on the designated iPads located at the staff entrance.
Do not use the application on a personal device.
Your sign-in record proves the space is staffed.
If no Brand Partner team member is recorded as signed in on a given day, MYER may treat the applicable service space as unstaffed for that day.
If staffing commitments are not met, MYER may charge coverage staffing costs for unstaffed hours.
Clients plan their day around the time they book.
Communicate early with FOH / coordinator.
Services must be completed within their standard allocated times.
If a client arrives on time and your service runs over, your paid break will not be moved or given later.
Support may be provided where possible to manage timing and minimise disruption.
Reset is part of the service.
YOUR STATIONReset completely.
- Clean and disinfect tools
- Wipe down your station
- Dispose of waste properly
- Reset products and equipment
- Prepare for the next service
- Maintain overall salon presentation
HYGIENE & SANITATIONNon-negotiable.
Every team member is responsible for maintaining a clean, safe and professional environment at all times.
- Personal hygiene
- Tools & equipment sanitisation
- Workstation sanitisation
END OF SHIFTLeave it ready.
- Put used glassware in dishwashing trays
- Clean and sanitise your station
- Remove all personal items
- Dispose of waste, drinks and food
- Leave the space ready for the next day
Company property: All tools and products belong to SOAK and must remain on-site unless approved otherwise.
The standard lives in the details.
The guest experience isn't created by one big moment. It's created by hundreds of small things being done well, consistently, by everyone in the room.