pathdoc / Shutterstock.com
Ouch! After twisting and rotating while picking up a box, the immediate pain I felt in my lower back told me I’d better get to my chiropractor immediately. However, I happened to remember seeing a recent Facebook post that showed the doc and his wife enjoying time in Cabo San Lucas. Bad timing for me! I contacted his office, and was referred to a local doctor who was able to work me in for an appointment that afternoon. I have to tell you, I was really apprehensive about going to another chiropractor, as I’d been with the same doc for over a decade. But as I walked into the new doctor’s office, I was immediately greeted with a smile, a handshake and “Hi! You must be Joe!” So far, so good. She continued, “I’m Linda and we’ve got you all set up to see the doctor. I just need you to sign here and have a seat. He’ll be right with you.”
Wow! That greeting alleviated all my fears and created a pleasant initial experience. Well, as pleasant as possible with a sore back.
In the service industry – such as indoor tanning – the customer’s initial experience is critical. In many tanning salons, that initial contact happens with a phone conversation placed by a potential customer wanting information about your services. In just a few short minutes, your staff should be able to execute a phone communication style that anticipates and satisfies the needs and expectations of a customer or potential customer while building rapport and two-way trust. Can you and your team do this? I’m not calling you out – but maybe it’s time to do a review of the manner in which customer phone calls are handled at your salon.
Think about what irritates you during a phone conversation with a customer service representative. Did you immediately get placed on hold? Was the representative’s tone of voice short and curt? Did they sound bored with their opening greeting or too busy to spend a minute with you? Did you hear music or other voices in the background? People who call your salon usually form a judgment about the business through one interaction with one team member. That phone conversation creates a first impression – and we all know you only get one chance to make a good one. So, maybe it’s time to clean up your act! Hey, at least review it.
Now, let’s move on to your salon’s reception counter. The moment a customer or potential one crosses the threshold of your door, they should be greeted by a pleasant smile and made to feel welcome. Your staff should learn your customers’ first names – calling them by their names when they come in makes them feel special and important. You have no idea what life has put in front of them today – family problems, monetary issues, job stress and more could have made their day a disaster. Coming to your salon may be their last hope for a better day. You can make it happen!
It’s really easy and affordable to get you and your staff up and running with better customer service through our Sun is Life® Training module that covers that very subject. Best of all, it’s available when you need it – online, 24/7. After completing the Sun is Life module, “First Impressions Last,” your team will be able to:
A 26-year industry veteran, Joe has taught certified salon operator training for the last 15 years, as well as advocating indoor tanning in many capacities. Joe is a sought-after speaker and presenter at both national & regional trade events, also interacting with the FDA, state & local regulatory agencies. During his most recent tenure with the ITA, he served as director of membership.
Copyright 2016 ist Magazine