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Old 06-04-2005, 04:56 PM   #1 (permalink)
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Start great customer service with your emplooyees!

Find great employees, train them well, and give them an incentive to go the extra mile for your salon and the customers!

Ask how are you doing? When I go through our stores I always pick out a couple of customers and ask how we are doing?

Send in a secret shopper. Give a bonus for any employee who gets a 90% or above. This will keep them on their toes and hopefully get them to treat every customer like it could be the "secret shopper"

Keep your staff informed, if you are running a special tell them about it...

Give your employees some authority to solve problems. Nothing is worse then having an upset customer and you tell them you can't help them. If you do not have the power, make sure you let them know you will take their challenge the whole way though until it is resoloved.

Be efficent and value your customers time..if you are waiting on someone, do not answer the phone and then continue to help the person on the phone. Answer the phone put them on hold and give your customer your undivided attention. Respect their time.

Always undercommit and Over deliver

Stand up smile and say their name!
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Old 06-04-2005, 08:31 PM   #2 (permalink)
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Great Advice! Customer Service is everything. I like the secret shopper idea.
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Old 06-04-2005, 08:37 PM   #3 (permalink)
 
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Not if the secret shopper is from the local Try'N tan you won't.
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Old 06-05-2005, 10:54 AM   #4 (permalink)
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On the subject of great service, has anyone been to a Morton's of Chicago steak house restaurant? There are a lot of places to get a good steak dinner, but Morton's is more about the service. They treat you like you're the only customer they've got at the moment. Customer service in any business should be like this. The customer in front of you is the only customer you've got at the moment. Thanks for coming to see us! What can I get for you today? Would you like an extra towel? How's that xyz lotion working for you? Are you almost out? I got another really good one in last week I think you'll really like! Oh, you're not getting much color on your sides and shoulders? Let's put you in the stand up for 8 minutes today instead of the 20 minute lay down. And if you like it, you can get a discount package for the high speed beds with your VIP membership and use them whenever you want! Let me show you how to use it. Enjoy your session! See ya in 10! Of course, all of this is meaningless without sincerity. And it's easy to be sincere and appreciative of that person if they're the only customer you've got. Good luck.
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Old 06-05-2005, 11:54 AM   #5 (permalink)
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It's funny that you bring up Mortons... I have a Mortons right down the hall from me and ALL of their servers/table captains etc.. tan with us and have always commented on our service. Also I have a ton of clients from the high end hotels in Georgetown (Four Seasons, Ritz Carlton and Mandarin Oriental) who always comment on my staff and my studio. IMO those comments are the best from the best in the customer service industry.
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Old 06-05-2005, 12:07 PM   #6 (permalink)
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What do you differently?
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Old 06-05-2005, 01:07 PM   #7 (permalink)
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Little things. First of all, Everyone is greeted upon entering, not just asked, but consulted on exposure times and suggested to rotate through equipment to enhance their tan, lotions purchaed can stored for clients if they wish, they are escorted back to their rooms. Staff is completely knowledgable (everyone is certified and older, the youngest age is 32, believe me it makes a difference with my clientel) There are plush robes in every room is someone is doing a "cocktail" with Mystic. Bottled VOSS water in each of the highest level beds/booth.

In Mystic room there are the usual items but we have the video playing on a continuous loop and we also do a "dry run" with each client as well as have the "How to" poster supplied by Mystic to ensure they get it right.

We give incentive for people to upgrade, when someone upgrades their receipt goes into a ballot box and at the end of the month I give a Free top level month package to the winner and a 32oz bottle of Tao to the runner up. The more you upgrade the greater you chance to win is.
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Old 06-05-2005, 01:10 PM   #8 (permalink)
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The monthly drawing is a fantastic customer appreciation idea, DC! You're right, sometimes it's the little things that matter most to customers.
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Old 06-05-2005, 01:25 PM   #9 (permalink)
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It costs me nothing because the lotions were free, **** I have more than 30 of them to give away and sample. The month unlimited to me is just good advertising.
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