Customer Relations

Telephone inquiries are very important as well, since tanning salons seem to get a lot of them. Always be cordial and enthusiastic regardless of whether you’re busy. If you are too busy, ask them if they would please hold for a moment, and you will be glad to answer any questions. If you get tied up, have another employee talk to them. Never let them wait for an extended period of time, and never ask them to call back later. Offer to call them right back and make sure to do so. Phone manner is extremely important in the tanning business. If you can convince all the customers who call your salon to come in, you’ll really be in business.

In order to offer the highest quality service to your clients, you and your staff should strive to achieve minimum standards of service. The following recommendations are meant to serve as a model and may not be sufficient for some salons. Whatever standards you decide on, however, make sure they are written out clearly and that all employees have read and understood them.

• Greet Every Customer When He Or She Walks In The Door. This is critical. You will want everyone to feel comfortable and welcome when they enter your door. Even if you are working with another client at the time, take a moment to look up and acknowledge their presence by saying something like, "Hi, I’ll be with you in a moment." It only takes a minute but is very important. Remember, this person is spending his money on a luxury service—make him think his money is well spent. After all, it probably is.

• Address Clients By Name Whenever Possible. This obviously will not be possible for a first time visit. Remember, the more comfortable and welcome you make the client feel, the more likely he is to return.

• Talk with Every Client Before He Or She Walks Out The Door. After the client is finished in your salon, be sure to ask him or her how the session was. Was it comfortable? Was it relaxing? Never let anyone out the door without a brief chat. Let your clients know you are interested in them. This will continue to put them at ease and reinforce the chance that they will reschedule another session.

• Clean Every Room After Each Use. This is extremely important. Clients must be confident that they are in a spotless and sanitary environment. Tanning beds and rooms must be thoroughly cleaned.

• Client Use Of The Telephone. It is recommended that you install a phone in the client waiting area for local calls only. This is an extra service that will make clients feel welcome.

• Beverage Service. At the very least, you should install a coffee machine and water cooler and offer free refreshments to clients who are waiting. Additionally, consider offering a cold beverage such as juice or bottled water. Clients often get thirsty after a tanning session. Even if they have to pay for it, clients will view this service as another bonus.