The busy season is knocking at the door and salons from coast to coast are gearing up in anticipation of increased traffic and a banner year! The National Tanning Expo had record attendance and the manufacturers and distributors that participated are reporting strong demand for new equipment and products.
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And with the busy season right around the corner, sales, cash flow and budgets are on our minds every day. As a business owner, you take the steps that will enable you to offer your customers the absolute best experience in your facility. Stocking your shelves with the newest products and updating your equipment is an excellent way to increase your sales and income.
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However, while focusing on the retail part of your business is a must, the internal workings are equally, if not more important, than what you have on your shelves.
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By turning your customer service “inside out,” you will not only have a happy and devoted staff, you will enhance the service your customers receive, keeping them coming back for more!
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The person answering your phone or greeting your guests when they enter your salon set the tone for the entire experience that can be expected from your establishment.
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Excellent customer service is simply good business – it creates satisfied, loyal customers that will keep coming back time and time again. The service people receive in your salon is being provided by your staff!
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What better time than now to ensure your team has the tools to promote the excellent service that will enable your business to shine through the coming season?
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- Communicate with your staff. Stop and listen to what is going on in your salon. When you keep the lines of communication open at all times, you will be aware of issues or problem areas before they become apparent to the public.
- Educate your staff on all services offered in your business. Knowledge is power. Make sure all team members can answer questions accurately and if they are unsure about an answer, have them contact you or the store manager. Regulations are ever-changing in our industry, and it is imperative that your staff be up-to-date with the current laws in your county and state.
- Industry certification is extremely important and provides your team with understanding and the tools they need to direct your salon guests with choices that are correct for them. Your staff are on the front line! Give them the ammunition that will provide them with confidence when dealing with the public. (IST Magazine’s Sun is Life® program is a great place to start!)
- Treat your staff as you would your salon guests. Good customer service starts with good employee morale. Your staff is a valuable business asset and an unhappy employee will potentially have a negative effect on the customer service they provide.
- Set clear and precise company guidelines, goals and incentives. Be sure each team member knows what is expected of them and the authority they hold. When your staff feel good about themselves and the company, it comes shining through with the customer service they provide.
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By turning your customer service “inside out,” you will not only have a happy and devoted staff, you will enhance the service your customers receive, keeping them coming back for more!
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And remember; anytime you make changes to your business, contact your insurance agent to ensure the proper coverage is in place.
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