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General Tanning Industry Discussions Tanning Salon Owners and Professionals in The Tanning Industry Discuss a wide Variety of Topics. |
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05-25-2005, 08:10 AM | #5 (permalink) |
I love Derf!! Join Date: Jul 12 2004 Location: Va
Posts: 3,228
Rep Power: 28 | Coming from a Customer Service background of many years (The Limited Inc.) I focus on sales and customer service. I do however have distinct functions for my staff to perform. On any given evening there is one sales/reception and one runner/beds. During the day I take on the function of both to cut down on overhead. I usually have one of my massage therapists here with me if it gets crazy though. I come from the school of sales training....setting goals/rewarding/coaching&counciling if needed. With Limited if you didn't sell you were fired basically... taught me alot. |
05-26-2005, 06:27 AM | #6 (permalink) |
Team TanTalk Join Date: Nov 23 2004 Location: ITA Member & Berman Supporter!
Posts: 3,136
Rep Power: 25 | Emphasis is on service. We focus on having the cleanest, most comfortable, relaxing salon around. Staff know the customers and their needs. "Selling" is personalized, based on the customer needs/wants - not what we want to push. We believe that our customers are at our salon because they appreciate the low sales "pressure" (unique compared to the salons around us) as well as our superior equipment. As a result, we have extremely high customer retention, customer referrals, and ultimately, sales. You will be fired faster for poor performance on the SERVICE side (sitting on the stool saying "last name?", not engaging with the customers and being genuinely friendly, not cleaning up-to-par, etc) than you will for slow sales. Against the grain I know, but it works well in our salon environment. |
05-26-2005, 07:04 AM | #8 (permalink) |
Team TanTalk Join Date: Nov 23 2004 Location: ITA Member & Berman Supporter!
Posts: 3,136
Rep Power: 25 | It is the CFS approach to selling - AND to service. Knowing what your customers like in SERVICE (do they need extra time, do they like to "chat", are they in a hurry, do they prefer certain goggles or rooms,...)is one of the most significant ways we stand out - and why they choose to spend their tanning money with us! Without excellent training, many salons' feel a LOT like the boilerroom in Glengarry Glen Ross!! It is funny to hear the things customers say about their experiences in other salons - as well as hear it from the former employees! It is a fine line to be "not pushy" in selling, yet still successful. We have many possible 'sales' opportunities - lotion, upgrades, longer term customer commitments, higher revenue & profit packages, etc. They pick the item(s) that fit the particular customer's needs. No "one size fits all" - and customers feel this difference and like it! |
05-26-2005, 07:13 AM | #9 (permalink) |
Waiting Confirmation Join Date: Apr 22 2004
Posts: 3,646
Rep Power: 0 | I agree and it is important to utilize CFS and it is for both.......it is funny when we had to go through the training for a year...I always thought....Isn't this kind of 101 stuff or just "being a human" it always struck me as odd! You were being trained to think about the customer and ask questions...I thought that is what you were suppose to do naturally. If you cannot find their "pain" you cannot sell them anything or service them correctly! _________________ Any Advice given please consider the size of your market![ This Message was edited by: DWhite6872 on 2005-05-26 21:36 ] |
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