Remember your customer\'s names

neon · 04-10-2002, 10:21 PM

It is one of the first things you see when you open up your Smart Tan manuel, and it is so true.

It really does make a person feel more at ease rather than feeling like just another check book walking through the door.

Also, Every few weeks I sincerely ask them how they are doing. Are they seeing color? How do they feel about the lotion they are using? Has their skin been dry? Is their moisturizer working they way they had anticipated?

All of these show a true interest in them and the way that they care for their skin. Just by asking the customer will gain confidence in you and your salon.

And once again, remember their name.

shallee

BooBop · 04-10-2002, 10:26 PM

I agree totally neon. I have a pretty large client base and I can remember just about everyone of them. They are really shocked sometimes when I already have them pulled up on the puter by the time they arrive at the front desk. And which bed they prefer!!!

Now this is the quirky part... During the slow period, I have a much harder time remembering names! I wonder why that is?

MJ · 04-10-2002, 11:20 PM

Neon,
absolutly... I try to and for the most part I succeed.
The worst is when they came in day before and dropped a wadd of $$$ and you can't remember thier name!!!!
You know they have a package but YOU JUST CAN'T remember it.
Tip ..play it off out them in the bed (under your name) and check the sign in sheet!!
Then fix their account.
hehehehe
This way they still feel special...
Mj
but yo

pam · 04-10-2002, 11:55 PM

They are always amazed that I remember their name when they haven't been in for several months. I try to say their name at least 2-3 times each time they are in the salon. That makes them feel special and makes me remember it more. I also love it when I see them in walmart and can remember their name. That always floors them. It really is fun to make them feel special and not like just another checkbook. And funny thing is, the more they like you and feel like they know you, the more they will support you. I heard one time that all people wear an invisible sign that says 'make me feel important'. We may be the only ones who do that for some people in a given day. Wow! That is kind of a big responsiblilty....And we thought all we did was tan fannies.
Pam

Teresa · 04-11-2002, 12:03 AM

I do a pretty good job of remembering most of my clients names too. It does make them feel like they belong. Sometimes I also pull them up on the computer while they are walking across the parking lot, they are just thrilled when you say "Hi Suzy, you are ready in #5....you did want 15 min again today?" and you never touched the keyboard (that they seen).

njchica · 04-12-2002, 08:47 PM

before the salon I went to got HUGE, they always knew who I was and what I wanted to do.....

now I find myself getting peeed off when I have to spell my last name for them EVERY TIME. "Ohl?" "No, just OL..." And then, inevitably, "your first name?" The place is just so huge that only the owner and 2 of the seasoned employees remember me and where I work, etc.... the rest of them see me every darned day and still make the same spelling mistakes.

MJ · 04-13-2002, 03:09 PM

Nj,
Ihad an employee that wasn't very good with names. Some people are.
My clients(Springers= customers that tan only from Feb-early June) are amazed that I can remember their names from last year.
I usually do.. but their are times that I use that little trick I explianed in my post above. (SHHHHHH trade secret)
Not all people have a good memory for names.
Most of my employees do though .. thank GOD!
Mj

Golden Key · 04-13-2002, 03:26 PM

I have on client who I could never remeber here name for the life of me, So I wrote it down on a post it and stuck it in the cabinet, so every time she comes in, guesse what I open up, yup the cabinet door.
And then I say Hello Janice.
Its the only name for some reason I cant remember. ( by the way I did have to look in the cabinet for her name again )

Golden Key · 04-13-2002, 03:36 PM

omg I was watching the monitor, and noticed she just walked in as I finished the last post. Let me see if I can do that again. O.k Amanda where are you??

Bronze Star · 04-13-2002, 05:34 PM

That's funny. My question to you is... how long until you got it down pat? I haven't been at this long and I seriously kick myself when I can't remember someone's name every time. Instead of trying to just remember their name, I try to remember the person. Does that make sense? I have a woman who's last name is the same as my mother's maiden name... we had a good discussion about the similarity, turns out her family originated from the same area my mother's did... I digress. The point is, I rarely see this woman but because I took five minutes to talk to her, I never forget her or her name.

I still can't do that with all of them, but when I can't remember their last name I apologize and repeat it a few times right in front of them. We are STILL using the CARDS and everything is filed by last name. Appointments are scheduled by first initial and last name. I have no trouble with FIRST names, but it's the last name that gets me every time. When "Heather" walks in and I have three clients with an "H" for a first name scheduled for an appointment, I hate to guess wrong!

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04-10-2002, 10:21 PM	#1 (permalink)
neon Join Date: Oct 21 2001 Posts: 801 Rep Power: 8	It is one of the first things you see when you open up your Smart Tan manuel, and it is so true. It really does make a person feel more at ease rather than feeling like just another check book walking through the door. Also, Every few weeks I sincerely ask them how they are doing. Are they seeing color? How do they feel about the lotion they are using? Has their skin been dry? Is their moisturizer working they way they had anticipated? All of these show a true interest in them and the way that they care for their skin. Just by asking the customer will gain confidence in you and your salon. And once again, remember their name. shallee

04-10-2002, 10:26 PM	#2 (permalink)
BooBop I love Derf!! Join Date: Apr 5 2001 Posts: 9,497 Rep Power: 13	I agree totally neon. I have a pretty large client base and I can remember just about everyone of them. They are really shocked sometimes when I already have them pulled up on the puter by the time they arrive at the front desk. And which bed they prefer!!! Now this is the quirky part... During the slow period, I have a much harder time remembering names! I wonder why that is?

04-10-2002, 11:20 PM	#3 (permalink)
MJ Join Date: Jan 21 2002 Posts: 3,060 Rep Power: 8	Neon, absolutly... I try to and for the most part I succeed. The worst is when they came in day before and dropped a wadd of $$$ and you can't remember thier name!!!! You know they have a package but YOU JUST CAN'T remember it. Tip ..play it off out them in the bed (under your name) and check the sign in sheet!! Then fix their account. hehehehe This way they still feel special... Mj but yo

04-10-2002, 11:55 PM	#4 (permalink)
pam Police Department Join Date: Oct 29 2001 Location: USA Posts: 5,036 Rep Power: 10	They are always amazed that I remember their name when they haven't been in for several months. I try to say their name at least 2-3 times each time they are in the salon. That makes them feel special and makes me remember it more. I also love it when I see them in walmart and can remember their name. That always floors them. It really is fun to make them feel special and not like just another checkbook. And funny thing is, the more they like you and feel like they know you, the more they will support you. I heard one time that all people wear an invisible sign that says 'make me feel important'. We may be the only ones who do that for some people in a given day. Wow! That is kind of a big responsiblilty....And we thought all we did was tan fannies. Pam

04-11-2002, 12:03 AM	#5 (permalink)
Teresa Join Date: Dec 29 2001 Location: Davenport, IA Age: 44 Posts: 2,803 Rep Power: 9	I do a pretty good job of remembering most of my clients names too. It does make them feel like they belong. Sometimes I also pull them up on the computer while they are walking across the parking lot, they are just thrilled when you say "Hi Suzy, you are ready in #5....you did want 15 min again today?" and you never touched the keyboard (that they seen).

04-12-2002, 08:47 PM	#6 (permalink)
njchica Join Date: Mar 17 2002 Posts: 676 Rep Power: 7	before the salon I went to got HUGE, they always knew who I was and what I wanted to do..... now I find myself getting peeed off when I have to spell my last name for them EVERY TIME. "Ohl?" "No, just OL..." And then, inevitably, "your first name?" The place is just so huge that only the owner and 2 of the seasoned employees remember me and where I work, etc.... the rest of them see me every darned day and still make the same spelling mistakes.

04-13-2002, 03:09 PM	#7 (permalink)
MJ Join Date: Jan 21 2002 Posts: 3,060 Rep Power: 8	Nj, Ihad an employee that wasn't very good with names. Some people are. My clients(Springers= customers that tan only from Feb-early June) are amazed that I can remember their names from last year. I usually do.. but their are times that I use that little trick I explianed in my post above. (SHHHHHH trade secret) Not all people have a good memory for names. Most of my employees do though .. thank GOD! Mj

04-13-2002, 03:26 PM	#8 (permalink)
Golden Key Join Date: Feb 21 2002 Posts: 636 Rep Power: 7	I have on client who I could never remeber here name for the life of me, So I wrote it down on a post it and stuck it in the cabinet, so every time she comes in, guesse what I open up, yup the cabinet door. And then I say Hello Janice. Its the only name for some reason I cant remember. ( by the way I did have to look in the cabinet for her name again )

04-13-2002, 03:36 PM	#9 (permalink)
Golden Key Join Date: Feb 21 2002 Posts: 636 Rep Power: 7	omg I was watching the monitor, and noticed she just walked in as I finished the last post. Let me see if I can do that again. O.k Amanda where are you??

04-13-2002, 05:34 PM	#10 (permalink)
Bronze Star Join Date: Apr 11 2001 Posts: 2,732 Rep Power: 8	That's funny. My question to you is... how long until you got it down pat? I haven't been at this long and I seriously kick myself when I can't remember someone's name every time. Instead of trying to just remember their name, I try to remember the person. Does that make sense? I have a woman who's last name is the same as my mother's maiden name... we had a good discussion about the similarity, turns out her family originated from the same area my mother's did... I digress. The point is, I rarely see this woman but because I took five minutes to talk to her, I never forget her or her name. I still can't do that with all of them, but when I can't remember their last name I apologize and repeat it a few times right in front of them. We are STILL using the CARDS and everything is filed by last name. Appointments are scheduled by first initial and last name. I have no trouble with FIRST names, but it's the last name that gets me every time. When "Heather" walks in and I have three clients with an "H" for a first name scheduled for an appointment, I hate to guess wrong!

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