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Old 07-18-2012, 04:11 PM   #14 (permalink)
Steve Underhill
 
Join Date: Apr 21 2004
Location: Frisco, TX
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Re: last minute tanners

It is important to maintain a schedule. I think this goes back to customer service that starts with communication. When starting with a new tanner it is important to explain policy like hours of operation in a positive way. Always post hours and make tanners aware well in advance before they change.
Explain to new tanners that if the salon closes at 10 the last tanner can come in at 10 to tan. At 10 you lock the door and turn off the open sign.
A tanner will not stop tanning at your salon if they are turned away after scheduled closing time if you have already created that relationship and level of customer service that is required to be successful.
Consumers never like surprises, that is why full disclosure and communication is so important.
In fact communication is the basis for success.
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Stephen Underhill
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