Digital Storm / stock.adobe.com
Salon operators from coast to coast are gearing up in anticipation of increased customer traffic and a better year ahead. At the same time, sales, cash flow and budgets are always top-of-mind.
Remember; any time you make changes to your business, contact your insurance agent to ensure the proper coverage is in place!
Now more than ever, you must work to keep every customer satisfied – while also maximizing the full potential of every selling opportunity. Now is the time to initiate steps that will guarantee your salon guests will always experience first-class treatment and professional service every time they visit your facility.
Stocking your shelves with the latest and greatest products, updating your equipment and expanding services are all excellent ways to increase your sales and income. However, it is the interaction and communication between your guests and your staff that can play the most important role in determining the true success of your business model.
Every employee, from those answering the phone to those greeting and checking-in customers, to those cleaning the beds – they all play a highly important (and often underestimated) role in setting the stage and creating the atmosphere for the entire guest experience. In the same way that a bad restaurant server can ruin a delicious meal with poor service, poor customer service can ruin a salon visit and create negative feelings toward your business, regardless of how much you spend on equipment.
Excellent customer service is simply good business! It creates satisfied, loyal customers and ensures that they will keep coming back time and time again. 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?
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.
Knowledge is power. Educate your staff on all services offered in your business. Make sure they can answer questions accurately and if they are unsure about an answer, have them contact you or the store manager.
Tanning industry regulations are ever-changing and it is imperative that your team is up-to-date with the current laws in your county and state.
Industry certification is extremely important, providing your team with understanding and the tools they need to direct your customer with choices that are correct for them. Your staff are on the front line! Give them the ammunition that will make them confident when dealing with the public.
Treat your staff as you would your salon guests. Good customer service starts with good team morale. Employees are valuable business assets and an unhappy employee will potentially have a negative effect on customer service.
Set clear and precise company guidelines, goals and incentives. Be sure each employee is aware of what is expected of them and the authority they hold. When staff feel good about themselves and the company, it comes shining through with the level of service they provide.
By turning your customer service “inside out” you will not only have a happy and devoted staff, you will enhance the level of service your salon guests receive, keeping them coming back for more.
Jenny is Vice President of Universal Insurance Programs, based in Phoenix, AZ. She works with new and existing salon owners to determine and provide insurance coverage for their unique business models. Contact Jenny with any questions regarding your insurance at 800.844.2101 x1480 or email firstname.lastname@example.org.
Copyright 2020 ist Magazine