guest service agent

Chapter Aesthetic Studio

From the beginning I loved this company and everything it stood for. I would always explain what we did at Chapter as women supporting women from the inside out, which I still believe at the core of the company is true.  Unfortunately, they are very good at making all the wrong choices.

The company and vision the founder had was amazing, the mistake that was made was growing too big and fast, without taking the time to ensure processes and procedures were successful. There is a reason you won’t see new companies open 14 locations in one year, it’s not feasible. One of the biggest issues with this plan then became setting unrealistic Goals, just because you want to make X amounted dollars a month doesn’t mean it’s feasible based on staffing hours, promotions, and unforeseen circumstances. You can’t just expect every injector to add additional units to a treatment to increase profitability of the service, I give props to any injector that stood their ground and realized it wasn’t what the client needed.

One of the saddest things I look at the company and think is how they truly view their employees as replaceable. There is constantly a revolving door of management, providers, and guest service that makes having a consistent team nearly impossible. And the moment consistency finally happens they layoff people and shake things up. Because of this I got the honor of taking on my role, my counterpart roll, my managers roll at one point, and supporting our guest service team all at once. Don’t worry it didn’t come with a raise or anything, just additional stress and a failure to meet expectations when performing four jobs when reviews came around.

I could go on and on about ways they could improve, and things that are ridiculous about the company, but that’s not what I’m here for I’m here to give an honest review. With that being said, there are few things. I am thankful I worked at Chapter for.
 The first is that I learned I can do hard things, I am able to take on many rolls and teach myself what no one else is able to or has the time for. I learned how to advocate for my team in a room when people are bringing everybody down, I found a way to stand up for what was right and not fall into negativity. And lastly, I got the opportunity to meet some of the most amazing women that I am lucky enough to call my supporters and friends to this day.

So take what I have said here how you will. Period I did learn a lot from this company, But as I was told “to be better” they could be better.



1. A toxic environment.
2.If you question anything, you will get fired 
3.A company with an extremely high turnover rate.
4. A company that constantly fires great employees.
5.Getting ridiculed for using your PTO because the studio won't meet goals "because of you."
6. Being on call during your vacation days due to lack of coverage.
7. Spending your "lunch" break on charting or with a guest for a procedure, with a packed back-to-back schedule.
8. Having weekly meetings with the leadership team if you're not selling thousands of dollars worth of retail.
9. Being pressured to prioritize profits over patient well-being and facing termination if you don't comply.
10. The lie about receiving free services, as they expect you to pay for all services.
11.Working on weekends.
12. Hearing about employees getting fired almost every day for no good reason and constantly worrying about your job.
13. Having no autonomy as a nurse practitioner and being pressured to prioritize profit over patient needs.
14. Coming in early for meetings without being able to leave work earlier.
15. Working way more than 40 hours a week without compensation.
16. Being promised a great bonus structure that's impossible to achieve.
17. Being required to stay late for parties and then having to work early the next day without being able to leave work early.
18. Dealing with angry patients because you're pressured to recommend products/services that don't work for them.
19. Being viewed as lower on the totem pole than coworkers with no education and receiving worse treatment from leadership.
20. Being held responsible for the mistakes of nurses/Estheticians by leadership, because leadership will say you should know as nurse practitioner what everyone is doing in studio.
21. Having no work-life balance.
22. Having out-of-state meetings/trainings scheduled with less than a month's notice, regardless of family commitments.
23. Being promised ownership of the store without any follow-up or clarification on how that will happen. Only one nurse practitioner owns studio and that’s because Chapter acquired her already established studio. 
Joining Chapter will be the worst career mistake you could make, this company does not care about their employees or their patients. They don’t care about your license and will ask you to do things that may get your license in trouble. STAY AWAY! 


I had a great experience when I started at chapter, you begin with a lot of paid training with a huge emphasis on their culture which they do not live up to. My experience after about 3 months immediately soured. To be general, the guest services position gets the butt end of the stick. You come in earlier than everyone else, and stay as late as the last provider, even if it takes them over an hour after close. The work life balance was nonexistent, requesting off a day needed to be done a month in advance and it was never guaranteed, and they refused to hire on another guest services. I had asked them if it were possible as the position can become very overwhelming and you're the only one handling everyone in front of you. I also was completely ignored by the reps, higher ups, and other outside individuals who would come in to present or train in the studio. In my personal experience, I was led to believe I would receive the opportunity to advance with the studio as an esthetician as I made it abundantly clear that I was licensed and looking to claim that position once it opened. I found out much later on that they weren't looking to hire any estheticians, only nurses and they were teaching the nurses how to do the esthetician's job at their training center. I didn't have a great experience with the current esthetician or manager as both of them were catty and consistently condescending to me. I will say the nurses I worked with were very nice and down to earth. What really sent me was when I had gotten sick in the bathroom a morning before we opened. Instead of allowing me to take a sick day, the manager had told me to go to the WellNow next door to get medicine so I could work the rest of my 10 hour shift because SHE wanted to leave early. That put the icing on the cake for me. In short, chapter truly only cares about their money and their nurses (as they make them the most money). For providers, you'll get paid to sit around all day doing nothing if you don't have anyone booked on your schedule. I've watched them fire Aesthetic Advisors on a whim, so beware of that position if you're interested in it. 

My time at Chapter started fairly positively. Thorough training, positive environment, and a great sense of community throughout the company were all things that really made me look forward to growing my career. 

However, things have been on  a drastic downhill slide since I started. There is no job security within this company. They recently fired many, many employees stating it was due to “lack of profitability.”

 The pay is laughable for the amount of revenue you generate, and the bonus structure sounds promising but is essentially impossible to obtain. Favoritism runs rampant.

 You are expected to push things that aren’t effective and overpriced and will be reprimanded if you don’t sell well. Services are grossly marked up compared to competitors, and the blame for a lack of sales falls on studio staff. 

They continually run an unmatched promotion for first time guests. This seems great, however attracts the wrong kind of clientele, and the vast majority don’t return. Studio staff are blamed for this, no excuses, no exceptions. There is a reason this business model doesn’t exist in other medical spas. 

Rules don’t apply to everyone, and certain roles are obviously considered to be much more valuable than others, despite preaching that everyone is of equal value. 

They run employees absolutely ragged with no regard to how the guests may feel about being shuffled around from staff member to staff member during a single visit. They continuously find new ways to work more clients into the schedule, leaving staff members exhausted. 

Management members are fake, deceitful, out of touch, and catty. Despite the promises you will find in the job description and  on the website, I can assure anyone reading this that they will leave Chapter feeling discouraged and disappointed. While this company may seem like a great career or even a great stepping stone, I believe this company will inevitably fail. 

Please, take the advice I would give my past self, and run as far away from this company as you can. 


What is the best part of working at the company?
Beautiful updated studio , good benefits and discounts.  

What is the most stressful part about working at the company?
Senior Management expects you to lead with owners mindset and shows you they do not trust you to do your job. Micromanagement is heavy in this organization.  You are expected to achieve unrealistic goals with an unrealistic staffing model. You can make all the plans to exceed if you are support staff however without the nurses to do the job you cannot bring in profit.  There was no backup plan in place and no support to provide to the team at hand going through the motions of keeping the peace at the front lines during a change in staffing . In studio leaders are neglected and ignored if they are high achievers. Apparently we do not matter . Leadership did not like to hear truths to barriers we faced and did not want to take the time to discuss face to face for clear understanding and partnership. Sadly turnover is an issue that has remained with this organization and has not improved . You are viewed as a number so they can get ahead in return you jeprodize your own mental health and well being . You will not be heard nor given the respect . 

What is the work environment and culture like at the company?
Culture is great if it was respectfully followed by all.

The welcome to the company sounds like you have found the most uplifting, positive culture workplace. So exciting to start and you want to dive in and really thrive. 
You can ask for growth, but none is given. Senior 'leadership' likes to threaten your position weekly if you don't hit unrealistic goals, and even when  you attain them, it's not enough.
TOXIC Senior Leadership
Retaliation at it's finest, and they let incredible staff go constantly, choosing to try and keep other toxic disgruntled employees instead.
If you are a strong personality who is competent and asks questions, you will not last long. Senior leadership is easily threatened by anyone who is not a 'yes' person and you will be let go.
Pay is WAY below what every position should be making, and the bonus structure is almost impossible.
New ideas implemented before fully realized in detail, so no clarity when asking for it. You will get different answers by different people.

They will flat out lie about the position and pay. Do yourself a favor and just keep looking... unless you are ok settling for unlivable pay and feeling completely unsecure in your job.

Where to start. I didn't know how much I needed a change until Chapter reached out to me. From the moment I walked in on my first day I felt like I belonged. I am so grateful to work for a leader who understands the importance of family first. Our founder and President has been instrumental in pushing me to go outside of my comfort zone and the growth I've been able to achieve both personally and professionally is a testament to the type of leadership I get the opportunity to be surrounded by every day. They entire leadership team wants success for every single member of the team and at its core will always make decisions they feel will best achieve that.

Chapter has witnessed unprecedented growth over the last couple of years and it has been amazing to watch. There of course have been some stumbling blocks along the way, but those are to be expected and have led to opportunities to improve and continue to propel the business forward.

Overall, through all of the challenges there continues to be tireless work behind the scenes to make the company better and provide opportunities for the team to succeed.

Beautiful clinic  and overwhelming workload 

The clinic's primary emphasis on sales often overshadows the goal of building genuine connections with our guests. This high-pressure sales approach can make it difficult to establish meaningful relationships with new clients. I believe that while sales are important, the company should prioritize creating a warm and unhurried guest experience.

Staff are not able to enjoy the employee discounted services we offer. Such as, despite being offered free laser hair removal, I have yet to find the time to experience this benefit. It's challenging to recommend services I haven't personally tried, particularly when we are encouraged to promote electronic-based packages aggressively. 

Overall, the focus on sales detracts from the quality time we could be spending with our guests, impacting our ability to provide personalized recommendations and build trust with clients.

Commission and bonus structure is not realistic and not talked about 


I had a 6 week training program that will only get better and better due to the talent of the training team.  There is a lot of growth happening so the leadership is working on broadening their skills to a larger team.  Every position seems to be very sales driven but what business is not these days.  You need to be a self-starter and self-motivated to be successful.  It is a truly team driven work place.  You will not be successful if you cannot work as a team.  There can be some really great wins in helping clients achieve their goals and feel great about themselves.  Despite the sales focus the job really is about helping people feel great about themselves by educating them and making the best plan for them to achieve results!

When I started this job, I thought it was too good to be true. I didn’t think there were any red flags, until it was too late and they were all around me. 
When I started, I had a great training experience. I went through a thorough training program for 8–10 weeks and learned a lot. The company’s clinical side was always helpful when I had any questions.

After training, I was thrown off the deep end. The operation side of this company wants to work RNs and other providers to their graves. Profit is clearly more important than any person. They want to double book you and never give you enough time to see patients. They ask for feedback, but no one in leadership listens or makes changes to help providers. The workload just continues to grow. Definitely feels like a start up company with high turnover rates and constant changes to policy every 2 months. There’s no transparency or communication from upper leadership either. If I had a question or question something, it’s disregarded.

It’s sad because the clinical side is amazing but the operational side will drive you to quit. 

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