Tan Oasis

Okay, please give me some advice. I have a salon with 4 levels of beds. Level 1 has 2 Cobras, Level 2 has 3 Tropicals, Level 3 has 1 Viper, Level 4 has 1 Lotus. 5 of the beds are allowed to have appointments. 2 of the tropicals are kept for walk-ins only. A customer has bought minutes on the Level 1 bed (Cobra). She has complained to an employee that she can not get in to use the Cobras because they are always booked when she gets here. The employee explained that she could make an appointment for the Cobra. But, the customer said she did not know ahead of time when she could tan. I told the employee to be sure and let the customer know about the 2 tropicals for walk-ins. The employee came back with, 'what if she doesn't want to pay for an upgrade?'.

So, I was wondering if I should let the customers tan for free on the Tropicals when they come in and can't get into the Cobras, or charge them for the upgrade ($3.00). What would be fair?

dcjjp2

That would be her problem...I'd charge the upgrade, what would that say to the rest of your clients? They will and do talk while waiting... If she was informed that the majority of your beds are by appt, then she needs a lesson in time management. Another reason not to ever take appts. Solely based on walk through here and I inform my new clients when the busier times are so as they can avoid coming at that time. Our max wait is only @10 min though

Tan Oasis

J, not taking appointments...does this slow down use by your customers that are trying to organize their day and those that want to tan during their lunch breaks?

dcjjp2

Not at all.. Most of my clients are professional business men/women and military, college students, interns from Capitol Hill and local residents. My studio is located in a mall that caters to @9 hotels within a 3 min walking distance, over 20 apt/condo complexes, and tons of office space both military and civilian (we are walking distance from the Pentagon) I never have more than a 10 min wait on any bed EVER.

caribbeansun01

We don't give free upgrades when all our other facial beds are being used. (We have 7 facials, 2 VHR's) Our tanners either wait, or they will pay the upgrade. If we are absolutely mobbed, I will suggest to some that if they are in a rush, to pay the upgrade and we can get them in and out. On occassion, depending on how loyal of a customer they are, we will offer 50% off the upgrade so it's only $2,50. You don't want people taking advantage of you either. Is this customer the only one complaining? If she is the only one, then tough beans. If you have a slew of people complaining, you may want to think of possibly just getting another unit if your space allows.

engfant

Ahhh this is the WHOLE REASON for upgrades. If TIME IS MONEY then she better PAY FOR HER TIME.

Neon Beach

Quote:
On 2005-04-08 11:52:00, engfant wrote:
Ahhh this is the WHOLE REASON for upgrades. Yup.

cirimele

Perhaps one free upgrade and then it's up to her if it's worth the money

Dennis

caribb. how manny is a slew
Dennis

JohnnyComeLately

I gave my co-workers a shock when I lauged so loud & hard at, "What if she doesn't want to pay for an upgrade." As Bill Engvall would say, "Here's your sign." Just kidding.

I would charge. That's the whole reason for having them. If you woefully under equipped for demand (meaning, there's ALWAYS a wait), then maybe I'd comp them for waiting. However, as Engfant said, time is money and it's the whole reason you have upgrades. Otherwise, there'd be no point in having anything but level 1 beds.