Before the trial
How to prepare
your Bondi team.
The owner trial is for you — the salon owner or manager who will be accountable for the model if you proceed. You need to experience the service quality personally before you put your name behind a recommendation to your clients. That's not just good practice — it's the foundation of the entire referral trust dynamic.
Before the trial, nominate two people in your team: one to receive and review trial quality notes with you, and one to own weekly reporting after activation. These roles don't need to be formal — they just need to be assigned. Salons that go into the trial without ownership assigned are slower to activate and slower to scale.
The owner trial isn't a formality — it's the most important quality check in the model. If you come back from the trial and aren't confident recommending it, you don't activate. Simple.
Team ownership
Two roles to nominate
before activation.
Role 1 — Quality owner
Trial feedback reviewer
Attends the owner trial with you, or reviews your trial notes immediately after
Holds the go/no-go decision — do we activate or not?
Reviews any client feedback after first invitations go out
Escalates any quality concerns to GlowRef before scaling
Role 2 — Reporting owner
Weekly report reviewer
Opens and reviews the weekly redemption report every week
Tracks: redemptions, payout total, repeat-client signal
Flags anomalies or quality issues to the quality owner
Makes the scale/maintain/pause recommendation weekly
Weekly KPIs
What to review
every week.
| KPI | What to look for | Target signal |
|---|---|---|
| Redeemed referrals | Count of invitations that resulted in a completed spa booking this week | Growing or stable week-on-week |
| Payout total | A$35 × redeemed referrals. Running total since activation. | Trending upward monthly |
| Repeat-client signal | Did any referred clients rebook at the spa after their first session? | Any repeat = strong quality signal |
| Invitation quality | Are the team using the approved invitation line consistently? | Same line, every staff member |
| Client fit | Are the clients being invited appropriate — high loyalty, right positioning? | No complaints, positive spa feedback |
Scale triggers
When to scale — and
when to hold.
Week 1–2
Controlled pilot — 5 invitations max
First invitations go to your 5 most loyal, most appropriate clients. Review every redemption personally. Don't increase volume until you've seen at least 3 redemptions and have positive quality notes from the spa team.
Week 3–4
Expand if quality is clean
If week 1–2 produced 3+ redemptions with no quality concerns and at least one repeat-client signal, expand to 10–15 invitations. Maintain the approved invitation line — don't improvise at this stage.
Month 2+
Scale to full team capacity
All stylists using the approved line consistently. Allocation expanded based on team capacity and spa slot availability. Weekly report reviewed by the reporting owner. Hold a monthly team debrief on invitation quality and client feedback.
Any time
Pause signals — act immediately
If redemption rate drops sharply, if a client reports a negative spa experience, or if the team has stopped using the approved line consistently — pause invitations and address the root cause before resuming. Don't scale through quality problems.
FAQ
Owner trial questions.
Can I bring a staff member to the owner trial?
Yes — you can usually bring one team member to observe. Notify GlowRef when booking so the spa team can accommodate. Having a second person experience the service quality is a strong way to establish team confidence before rollout. It also gives you someone to debrief with immediately after.
What if I'm not happy with the owner trial experience?
Tell GlowRef directly — that feedback is exactly what the quality control process is designed to surface. You are under no obligation to activate. If the trial experience doesn't meet your standard, the right answer is to not proceed. A model built on your personal recommendation only works if that recommendation is genuine.
How exactly does the weekly KPI review work?
GlowRef sends a weekly report covering: redeemed referrals for that week, cumulative payout total, and any repeat-client signals. The reporting owner in your salon reviews this each week — it takes about 5 minutes. The review answers: are we on track, is quality holding, should we maintain, scale, or pause?
When is the right time to scale to the whole team?
After 2 weeks of clean quality feedback and stable redemption tracking. Don't rush the whole-team rollout — the goal is consistent invitation quality across every stylist, not maximum volume from day one. A team of 4 who all invite well is far more valuable than a team of 4 where two invite well and two improvise.
What's the one-sentence staff script?
GlowRef provides the approved invitation line at activation — it's designed for natural delivery in a hair salon context, short enough to use without memorisation, and framed as a client gift rather than a promotional offer. We don't publish it publicly to protect the premium positioning, but you'll receive it as part of your activation materials.