The Customer--Our Valued Possession

The Customer--Our Valued Possession

Are you having trouble keeping quality people on your staff?  Is customer service an oxymoron in your salon?

You may not be alone. The job market in the United States is currently very strong with unemployment rates in many states at all-time lows. Jobs are easy to come by, and good help is hard to find. Consumers are seeing more choices than ever with alternative means to obtain products. Customer expectations may be different than the past, and with the abundance of jobs, a lack of customer service may follow.

Many businesses are indicating that the younger workforce they seek to hire, see the big dollars currently attached to skilled labor. This is especially true in the computer industry, and these people believe they should be making the same money even though they don't have the skills.

Incentive Alternatives

When was the last time that you had great customer service in a
fast-food restaurant? OK, how about good service? It doesn't happen very often. In some markets, the fast-food industry experiences about a 300-percent annual turnover rate. It's no wonder that we don't receive quality customer service.

Some employers now offer referral bonuses for employees who encourage other people to work and stay on the job for at least six months. Many remark that the workplace is a better environment with friends working with friends. However, many want to avoid the appearance of working in a place that is "uncool," like fast food.

Tanning Can Be Cool

What better place for younger people to work than at an indoor tanning salon? Referral bonuses for hiring additional employees, as well as for additional customers, may help maintain quality staff positions. In addition, salons probably should incorporate other incentives, such as lotion sales, package sales, employee of the week/month/quarter, and attitude, just to name a few.

If it's hard to hire and keep staff, the level of service to the customer usually is jeopardized. Is your staff trained, courteous, friendly and professional? Are they industry educated? Have you invested in their education? Is your salon clean, esthetically and hygienically?

Is The Customer Always Right?

How do you resolve problems? Remember that your staff will follow your lead. Do you look for a satisfactory resolution befitting the customer and your business or do you choose the avenue that benefits only you?

Some businesses not only apologize verbally, but also send a brief note of apology. In the emerging world of "e-commerce," computers don't apologize. Do you periodically mail your client base--specifically those that have not been in for a while?

Do you offer customer appreciation days? Think outside of the box and come up with alternatives to tell your customers just how much you mean to them. It is almost certain that nobody else will. It truly is the little things that count!

Don't allow your staff to give a negative perception of your customer service. Customers tend to do business with people they like. Support your staff and guide them. But if THEY don't make adjustments, YOU make the adjustment for them!

Your customers are the future of your business so treat them right. Make a note today to evaluate your staff and find ways to improve your customer service--it's a win-win for everyone.

Visit the Wolff System Technology Corp. Web site www.wolffsystem.com and give some us some feedback. If you have comments on this or past columns email me at jschuster@wolffsys.com.

Stay tan,
Joe Schuster