[gap height=”20″]One of my son, Jackson’s, pet peeves regards the fast food establishments I frequent and my complaints about the almost always bad service I receive. I’m a drive-thru kind of guy – let’s say the one I usually choose rhymes with “Whackdonald’s.” It’s fast and cheap. Sometimes the food is hot, sometimes not, and there’s a good chance that what I ordered is not what’s in the bag. Do I complain? Of course … thus, my son’s annoyance.[gap height=”20″]
“Sir, I’m sorry,” says the restaurant employee. “Please come back and give us the chance to get it right. Here’s a coupon for a free burger.” Arrgghhh. And then, I go back again, and have the same experience. “Dad, I thought you told me that for most things in life, you get what you pay for,” Jackson offers. Yes, son. That’s correct. Ya got me there! Score = Dad: 3,097 – Jackson: 1. But, I digress …[gap height=”20″]
Evaluate your staff and hiring process, and go to it … be the director of your salon’s future!
[gap height=”20″]So, what’s the story at your salon? Is your service fast and cheap? Do your guests get what they pay for? It seems like all consumers want more for less. Well, step up and provide more customer service-related perks and don’t simply cut your prices to compete! The Sun is Life® Training & Certification program has a module entitled, “Be a Director.” In the tan biz, this concept begins with hiring the right staff; let’s start there.[gap height=”20″]
My tanning industry background (as some of you know) began in the sunlamp sector. Working for two major manufacturers gave me the opportunity to travel extensively to visit and train our customers, both manufacturers and distributors. Years ago, I visited a tanning salon operator who regularly purchased a significant number of lamps from me. As I toured their headquarters, I was amazed by the disposition of the staff. Geez, it was like a beehive of activity, and everyone seemed to be in a great mood. I asked my customer about it. “Wow – you really have a great staff! I remarked. “Are they like this every day?”[gap height=”20″]
My customer’s reply was pretty short and delivered with a smile. “It is like this every day, and I hired each one of them myself!”[gap height=”20″]
Well, there you go. It starts with hiring the right people.[gap height=”20″]
Example: You’re looking to hire new staff. A person whom you’ve known for years comes in for an interview – Candidate A – who may have been a high school classmate of yours. She’s really nice, pleasant, but has never worked in sales. Does not get a spray-tan or UV tan, indoors or outdoors.[gap height=”20″]
Candidate B is an outgoing, friendly gal with retail experience. She’s a current tanner at your salon and buys indoor tanning lotions from you. While she has experience working at a competitor’s salon and has a high level of enthusiasm, but she came to the interview with a hint of alcohol on her breath.[gap height=”20″]
You interview Candidate C, who has some of the good qualities of Candidate B, but with no sales experience or scent of Patrón (a pretty good tequila, I hear some say). He provides solid references and work experience in non-tanning-related fields.[gap height=”20″]
So, whom do you hire? I would say that Candidate C is your safe bet. Having been a baseball coach over the years has been a great experience for me. Give me that kid who shows up early, stays late, works hard and is trying to get better. There’s a saying, “Coach him up.” Well, that’s what I believe will work with Candidate C. Train him with the Sun is Life program and get things started right! If he’s pleasant and friendly and willing to learn, I’ll take him – and you should, too.[gap height=”20″]
When you hire the right people, your salon guests will be happier, your team will be happier and you, of course, will be happier. You will spend less time reprimanding, re-training or firing/hiring new staff, for sure. Your staff is an extension of you as the operator – what your guests see/hear at your salon is a direct reflection of you, as well. Set your sights high! Seek to hire those who can add professionalism to your salon, train them right and manage them right.[gap height=”20″]
Perhaps, you find out that you’ve hired a “bad apple.” Maybe you can put a shine on them and correct the bad habits; but if not, move on and do it quickly. It’s not fair to your staff – and a real morale killer – when staff who do the right thing see you “give a pass” to others who are careless, rude and setting a bad example.[gap height=”20″]
Whenever you’re out and about, whether it’s driving through for fast food or enjoying a sit-down meal, shopping at another retail store or even a competitor, evaluate them. It’s okay to grab something that you see working for their business. Evaluate your staff and hiring process, and go to it … be the director of your salon’s future![gap height=”20″]
