For me, one of the most rewarding elements of our industry is the people who work in it. In my experience, it’s a rare occurrence indeed to find oneself in a salon where the staff are anything less than warm and welcoming. And to be brutally honest, that’s not something you can say about too many businesses. A cheery disposition and a bright smile beaming forth reaffirm your salon choice and that you are indeed in the right place to get a tan.
When I’m interviewing people to fill a position, I will make a mental note of how often a candidate smiles. There’s no doubt it’s an influencing factor in the decision-making process and perhaps subliminally, even a prerequisite.
A cheery disposition and a bright smile beaming forth reaffirm your salon choice and that you are indeed in the right place to get a tan.
A business that is as much about customer care and service as it is about the tans on offer demands a happy and confident team to help ensure the best chance of success. Communication with the salon guest is paramount as part of this process. A confident and engaging welcome with a smile is simple non-verbal communication in action. So imagine how my interest piqued recently as I read an article in our national press, where the proposed consequence for a lack of this specific communication action would surely be enough to wipe the smile off anyone’s face.
Famous for its beautiful university buildings and as a global centre of learning excellence, and much else besides, the city of Oxford attracts about nine million tourists and visitors throughout the year. As with all popular locations, buskers (or street performers) are prevalent throughout the city, all trying to earn an honest buck. The story I read with considerable incredulity, was about the plans of the Oxford City Council to introduce a fine of up to $1,500 for buskers who did not smile and appear to be enjoying themselves whilst entertaining on the streets!
The council explained it was bringing in the proposed Public Spaces Protection Order as its current set of rules for buskers were not fit for purpose. Unsurprisingly, the clause that buskers should “smile, enjoy yourself and entertain others” created such an immediate backlash from the street entertainers, that the council swiftly amended its proposal and has now claimed it would not be seeking to enforce the order’s “smile” clause.
Smiling, like tanning, is a natural process and in many instances it is all too easy to tell when it’s fake! In a salon environment, it has been my experience that a well-run facility is one where investment has been made in all levels of operation and, very importantly, this includes proper staff training. A well-trained staff is clear and confident about salon procedures, the equipment being offered, tanning contra-indications and issues and, of course, how to properly screen tanners. Importantly, it is also essential for staff to have the confidence that the salon manager or owner will back them up if a decision is made to politely say “no” to a customer – with a smile – when UV tanning is considered inappropriate or inadvisable; for example, if they have sensitive skin.
“Service with a smile” says it all and there’s no doubt it forms part of the important accrual and retention process of your salon’s customer base. However, even as important as it is, I certainly wouldn’t endorse $1,500 fines for “failure to smile” – stick to solid staff training and these matters will surely right themselves as naturally as the tan on offer!
