Welcome to Deep Roots Staff Updates, your central spot for staying connected with all the latest news, accomplishments, and upcoming events in our team. Here, we celebrate our milestones, share essential updates, and highlight the moments that bring us together as a community of wellness professionals. Dive in to stay informed, inspired, and connected as we continue to grow together.

Updates to the Cancellation/No-Show Procedures

Renee and I have made some changes to the Cancellation Policy and No-Show policies based some situations that have arisen over the past few months.  These changes are aimed at improving our scheduling process and ensuring fairness for both staff and clients.

Most of you know we have implemented a Policy that states that any client booking online requires a valid credit card on file.   We have found that this has made collection of any outstanding fees much easier.

In light of recent events, we have been forced to take this one step further:

The Following Updates have been made:

🌿We are now requiring all clients to have credit card information on file (no exceptions) to secure their bookings when booking over the phone when booking a treatment 75-minutes and longer.

🌿Clients who do not have a valid credit card are required to call to book their appointment and can only book up to a 60-minute treatment length.  The front desk staff will be responsible to explain the “No-Show and Cancellation Policy” at the time of booking and if any fees shall be incurred, they will be emailed a link to settle their outstanding balance due.

We are also updating the way that we manage charging clients for last-minute cancellations and no-shows.

The following are the new procedures that Front Desk Staff will follow for any No-Shows and Last Minute Cancellations:

No-Shows:

🌿First-Time Clients (Clients who have not had a massage or wellness appointment at DRMT): Any first-time clients who no-show will be automatically be charged a 50% of the booking fee to the credit card on file.

🌿Existing clients: First-time offenders will be charged 50% of the treatment fee.  Individuals who have multiple no-shows on file will be charged 100% of the treatment fee and their online booking privileges will be revoked.  At the clients request, their online booking will be reinstated only when the clients clears their account of any outstanding balances due and have had a minimum of 4 successful bookings.

Last-Minute Cancellations:

🌿First-time Offenders/Occasional Offenders: These situations will be treated on a case-by-case waiver* (see below).  Clients who cancel their appointments within 24 hours of the scheduled time may be subject to a 50% of the service fee.

🌿Regular Offenders: Clients who regularly cancel their appointments within 24 hours of the scheduled time will be automatically charged 50% of the service fee.

🌿Rescheduling: We understand that unforeseen circumstances can arise.  Therefore, we will make every effort to reschedule the canceled appointment to a more convenient time for the client, without incurring any charges.  If rescheduling isn’t possible, there still may be fees associated with the canceled appointment.

🌿*Case-By-Case Waiver: Our primary goal is to provide exceptional care to our clients.  In cases where a last-minute cancellation is due to a genuine emergency or extenuating circumstances, we may waive the associated fees.  Please contact our clinic to discuss your situation with our staff.  Please note the charging of fees is subject to Front Desk administration & Management’s discretion.

Please Note: It is still up to Front Desk and Managements discretion for charging clients for the fees.

We also ask for your patience with regards to fees charged to no-shows and last-minute cancellations as not all clients currently have valid credit cards on file.  The front desk is working diligently to have this as a standard across all our clients.

Please take a moment to read through the full policy by following this [link]. It is essential that everyone is aware of the changes and prepared to discuss them with clients as needed.

Thank you for your attention to this matter and for your continued dedication to providing exceptional service.  Please don’t hesitate to reach out to Renee or Gabby with any questions that you may have.

BIG NEWS: We’re Expanding in 2025!

We have some incredibly exciting news to share—Deep Roots is growing in 2025! We’ll be expanding our clinic by taking over the bay next door, adding 6 brand new massage rooms, another client washroom, and more staff space to give us all a little extra room to thrive! We’ll be starting construction in April 2025, and we can’t wait to see the transformation.  We anticipate to be open for operation in June/July of 2025.

This expansion means new opportunities for everyone! We’re looking for new massage therapists to join our amazing team and help fill the additional rooms. So, we encourage all of you to reach out to friends in the industry who might be interested in joining us. Let’s spread the word and bring some great new talent into our Deep Roots family!

Additionally, with more space and more clients, we’ll have full-time and part-time opportunities available. If you’re interested in adjusting your schedule or exploring new hours, please don’t hesitate to reach out to Renee. She’d be happy to discuss how we can make this work for you!

Thank you all for your continued hard work and dedication to making Deep Roots such a special place. This expansion is a direct result of the amazing energy each of you brings to the team!

Let’s get ready to grow! 🌿

The Holiday Incentive is BAAACK!

I know you all read that and heard Mariah Carey’s voice in your heads.

We’re excited to announce the return of our Holiday Shift Incentive starting November 7 through December 31! Therapists who pick up additional shifts during this time (not previously blocked and then reopened) will receive a 65% commission for those extra bookings.

Please note, this incentive is available exclusively for Independent Contractors (sorry, students are not eligible). If you’re interested, please speak with Courtenay, and she’ll add your shifts to Jane.

When invoicing, remember to list these under “65% Holiday Incentive” to keep them separate from your regular treatments (following the same procedure as the Weekend Incentive).

Thank you all for your hard work during this busy season—we appreciate your dedication to making it a smooth and successful time for all!