My first question - Page 4

excusemesir · 04-21-2008, 07:02 AM

Quote:

Originally Posted by Robbie S

A customer who has never heard of Darque Tan (which is 95.5% of the pepole tanning in the US) doesn't know who copied who. They just judge their experience the same way all tanners do. Did I get a tan?..was it clean?...was it friendly?..was it a value?..will I go back?

There's your "special nugget" folks. The one thing that matters most is the customer's experience. They don't care how much your equipment cost, what your business model is, or what's the price of baked beans in China.

Robbie S · 04-21-2008, 08:17 AM

To be fair, a customer's experience will be affected by how much you spend on your equipment (spectacular modern machines versus old crappy beds) and your business model (convenient affordable easy to understand pricing versus a menu board of every package ever offered in the Industry).

The price of baked beans in China would only be relevant to tanning salons in China. The cheaper they, the higher the cost to keep the salon smelling fresh.

sunsally · 04-21-2008, 08:38 AM

True. And if you can get spectacular modern machines at a discounted rate - bonus! :)

A bed isn't making you money if it is broken down - buy reliable equipment and stay on top of maintainence.

If you keep your salon(s) looking "newly opened" at all times, by tremendous attention to cleaning and detail - this is noticed.

Think of all those popular home shows on tv now ("Sell my house", "Curb appeal",...). What happens? People get "comfortable" and stop seeing their homes with the fresh eye of an outsider. For minimal money and elbow grease, they "freshen" the appeal with a good cleaning, de-cluttering, and some "pop" of eye appeal.

In your business, this is noticing and dealing with RIGHT AWAY --

a. Lotion spills on walls and floors.
b. Knobs on equipment that "get a chip" or are "wearing off a little". c. A junked up front counter.
d. Curled flyers taped to the front window.
e. Dust on the top of tanning units
f. Cracking pillows
g. A burned out lamp
h. A malfunctioning fan
i. A dirty fan (man have I seen FILTHY ones in salons!!)
j. Lotion and dust on the base of the beds around the floor
k.Dated posters or other "decorations"
l. Towels with noticeable staining and wear

And so on, and so on, and so on.............

Now how about staff?? Are they "last name"/no eye contact trained? Or do you refresh CONSTANTLY the "message" you want them to be delivering to customers and how to do that? Do you check them? Are they CONSTANTLY IMPROVING? Or teach them how to clean a bed, check in a customer and "whew - my job is done!"?

Running a SUCCESSFUL BUSINESS doesn't happen by accident. Everything should be planned, analyzed, and fed back to more planning.

excusemesir · 04-21-2008, 09:23 AM

Quote:

Originally Posted by Robbie S

To be fair, a customer's experience will be affected by how much you spend on your equipment (spectacular modern machines versus old crappy beds) and your business model (convenient affordable easy to understand pricing versus a menu board of every package ever offered in the Industry).

The price of baked beans in China would only be relevant to tanning salons in China. The cheaper they, the higher the cost to keep the salon smelling fresh.

Just to set the record straight and be "fairer"...I didn't mean, and didn't think your original post meant, old/crappy equipment verses new/great equipment, didn't matter. All things being equal bright and shiny will always beat old and worn-out. Regarding value I also didn't mean, and didn't thing your original post meant, confuse them with lots of pricing options. Value means did they receive more for their dollar than expected. Baked beans in China doesn't matter but watch out for the price of rice in Boston.:sarcasm:

nlabtec · 04-21-2008, 09:47 AM

New beds will always get customers over old beds even if the old bed tans better. Reason everyone loves something new. I was talking to alot of HP makers in italy and asked them what is the best low pressure tanning bed out there and hands down all said Ergoline. I asked why and they say because of there cooling features of the bed allows the lights to produce better.

Now tell this to a customer and they will be like what you say? If your bed looks better and fancier, they will get in that instead. Theres power in your upgrades if thats the sytem you want to give. But dont forget Jetblue give the best look and service (besides air singapore) and they give it to you without trying to upgrade you to anything, and that does well to. All in all I think that what ever system you use either $18.88 or higher prices you should just master what you are trying to do.

All methods are really based on the samething, great customer service, best equipment, clean location. If you are not doing these things it doesnt matter what method you choose.

Robbie S · 04-21-2008, 11:35 AM

ExcuseMeSir...to be the fairest...

...how can you seperate "the experience" from the newness of the equipment and the pricing structure?

I think these are two important components of "the experience".

Clean "older" equipment with fresh lamps just won't cut it in today's environment.

Nlabtec...I agree with eveything in your post this time :)

sunsally · 04-21-2008, 12:45 PM

I'll play. :)

Depends what you define as "older" equipment - and more to the point, how your customers define it.

Customers may not know about the Ergoline 1050 yet. But if they have ever seen even an old school Matrix, it is going to be much harder to pitch a UB 818 for HP!

Many base beds have the "sled bed" style. But as the bigger equipment looks more and more stylish, even customers can assume that the lower level equipment may be getting nicer. So the "old style" Tan America and Sundash beds won't be as impressive as the "new style" ones with bigger plastics - even though they may tan the same.

Most will agree an Orbit tans like mad. But it looks old school. If you want to be on top of the game, you need the "big bed" looking VHR - base higher off the ground, flat bench, larger arching canopy.

Now -- if your competition hasn't introduced otherwise, can you get away with one of the last Ergo Classic 600's from 2004 (assuming no signs of wear) vs. buying a new Ergo of a similar ilk? Sure. Until your competition does otherwise, and raises the ante.

Question becomes --

Do you think your market is such that you can do "just enough" to be equal or ahead? Or do you need to set the standard, high enough to be bulletproof from most others, and to CREATE dissatisfaction with the others when they compare them to YOUR model?

Pricing - Keep It Simple Stupid. Tell me how much, or better yet, tell me how LITTLE it costs me to enjoy your fine services! It it can't be explained in a few sentences, it is too complicated for most.:)

nlabtec · 04-21-2008, 05:26 PM

I think you set the standard but not so far ahead that you get lost your own self. Remember people like the new things, but only new things that they are a custom to see. Throwing in all beds that start at 10 mins with beds with so many options that it boggles the mind wont work.

Take Benz for instance they gave you all the upgrades in the s-class 500 and 600 with the older body style then tried to ram down your throats all thoes options with the new body style. It made people who spend money on thoes models take a step back and stoped buying them. Benz had to take slower step to introduce the new body style and show why they changed such a classic style.

So me in general I would still show some beds that they are used to seeing, but show them what is the new standard now.

Example(and I know people will question this) My starter bed is the orbit/sunstorm (12 min) when customers see this, they remember when this was the best bed in the salon and now time has changed and theres others that are better.

Then elixirs 12 mins and icon 10min and high pressure an ultrabronz indulgence and a 360 hp vyper. People love this and it sets my stores apart from other without going to crazy. Orbit been out for a long time so its not like I having the s class as my base and doing something so dumb that it will just put me out of business and have everyone on here buying my beds. :)

mjabaay · 04-22-2008, 12:23 AM

Thats a **** of a base bed, what do you do with the ultra white Dutch boys like me? I burned in a 20 min. base bed @ about 12 min. (I am not kidding, I have a tan now but it took me months to get to a full session in a L3). I like the idea, but do you put them in for like 4 min??

nlabtec · 04-22-2008, 06:42 AM

Quote:

Originally Posted by mjabaay

Thats a **** of a base bed, what do you do with the ultra white Dutch boys like me? I burned in a 20 min. base bed @ about 12 min. (I am not kidding, I have a tan now but it took me months to get to a full session in a L3). I like the idea, but do you put them in for like 4 min??

No we put them in for 7 mins, we can do this because we make sure the level of UVB is low enough for this to work. Knowing that the orbit/sunstorm, is just the noble sun in every other country, we set the bed setting to have more uva like the bed has to. Remember it is only my base bed so you will only stay in to get the process started.

With the euro lotions that we sell plus the euro style of more a tan instead of cosmetic (bronzers) this method is twice more effective and people see better tan and a more natural one.

IMHO stay away from putting so much uvb just because people want to see a quick look, and stay away from bronzers. The right mix of uva and uvb will make them see the look they want plus can get the skin 2b/c to get a tan better.

04-21-2008, 08:17 AM	#32 (permalink)
Robbie S Join Date: Apr 17 2008 Location: Nation-wide Posts: 64 Rep Power: 0	Re: My first question To be fair, a customer's experience will be affected by how much you spend on your equipment (spectacular modern machines versus old crappy beds) and your business model (convenient affordable easy to understand pricing versus a menu board of every package ever offered in the Industry). The price of baked beans in China would only be relevant to tanning salons in China. The cheaper they, the higher the cost to keep the salon smelling fresh.

04-21-2008, 08:38 AM	#33 (permalink)
sunsally www.highlinecapital.com Join Date: Nov 23 2004 Location: Ohio Posts: 2,354 Rep Power: 7	Re: My first question True. And if you can get spectacular modern machines at a discounted rate - bonus! :) A bed isn't making you money if it is broken down - buy reliable equipment and stay on top of maintainence. If you keep your salon(s) looking "newly opened" at all times, by tremendous attention to cleaning and detail - this is noticed. Think of all those popular home shows on tv now ("Sell my house", "Curb appeal",...). What happens? People get "comfortable" and stop seeing their homes with the fresh eye of an outsider. For minimal money and elbow grease, they "freshen" the appeal with a good cleaning, de-cluttering, and some "pop" of eye appeal. In your business, this is noticing and dealing with RIGHT AWAY -- a. Lotion spills on walls and floors. b. Knobs on equipment that "get a chip" or are "wearing off a little". c. A junked up front counter. d. Curled flyers taped to the front window. e. Dust on the top of tanning units f. Cracking pillows g. A burned out lamp h. A malfunctioning fan i. A dirty fan (man have I seen FILTHY ones in salons!!) j. Lotion and dust on the base of the beds around the floor k.Dated posters or other "decorations" l. Towels with noticeable staining and wear And so on, and so on, and so on............. Now how about staff?? Are they "last name"/no eye contact trained? Or do you refresh CONSTANTLY the "message" you want them to be delivering to customers and how to do that? Do you check them? Are they CONSTANTLY IMPROVING? Or teach them how to clean a bed, check in a customer and "whew - my job is done!"? Running a SUCCESSFUL BUSINESS doesn't happen by accident. Everything should be planned, analyzed, and fed back to more planning. __________________

04-21-2008, 09:47 AM	#35 (permalink)
nlabtec Join Date: Nov 30 2005 Location: Timonium Md Posts: 143 Rep Power: 0	Re: My first question New beds will always get customers over old beds even if the old bed tans better. Reason everyone loves something new. I was talking to alot of HP makers in italy and asked them what is the best low pressure tanning bed out there and hands down all said Ergoline. I asked why and they say because of there cooling features of the bed allows the lights to produce better. Now tell this to a customer and they will be like what you say? If your bed looks better and fancier, they will get in that instead. Theres power in your upgrades if thats the sytem you want to give. But dont forget Jetblue give the best look and service (besides air singapore) and they give it to you without trying to upgrade you to anything, and that does well to. All in all I think that what ever system you use either $18.88 or higher prices you should just master what you are trying to do. All methods are really based on the samething, great customer service, best equipment, clean location. If you are not doing these things it doesnt matter what method you choose. __________________ Exclusive International

04-21-2008, 11:35 AM	#36 (permalink)
Robbie S Join Date: Apr 17 2008 Location: Nation-wide Posts: 64 Rep Power: 0	Re: My first question ExcuseMeSir...to be the fairest... ...how can you seperate "the experience" from the newness of the equipment and the pricing structure? I think these are two important components of "the experience". Clean "older" equipment with fresh lamps just won't cut it in today's environment. Nlabtec...I agree with eveything in your post this time :) Last edited by Robbie S; 04-21-2008 at 11:38 AM.

04-21-2008, 05:26 PM	#38 (permalink)
nlabtec Join Date: Nov 30 2005 Location: Timonium Md Posts: 143 Rep Power: 0	Re: My first question I think you set the standard but not so far ahead that you get lost your own self. Remember people like the new things, but only new things that they are a custom to see. Throwing in all beds that start at 10 mins with beds with so many options that it boggles the mind wont work. Take Benz for instance they gave you all the upgrades in the s-class 500 and 600 with the older body style then tried to ram down your throats all thoes options with the new body style. It made people who spend money on thoes models take a step back and stoped buying them. Benz had to take slower step to introduce the new body style and show why they changed such a classic style. So me in general I would still show some beds that they are used to seeing, but show them what is the new standard now. Example(and I know people will question this) My starter bed is the orbit/sunstorm (12 min) when customers see this, they remember when this was the best bed in the salon and now time has changed and theres others that are better. Then elixirs 12 mins and icon 10min and high pressure an ultrabronz indulgence and a 360 hp vyper. People love this and it sets my stores apart from other without going to crazy. Orbit been out for a long time so its not like I having the s class as my base and doing something so dumb that it will just put me out of business and have everyone on here buying my beds. :) __________________ Exclusive International Last edited by nlabtec; 04-21-2008 at 05:33 PM.

04-22-2008, 12:23 AM	#39 (permalink)
mjabaay Join Date: Feb 8 2007 Location: parts unknown Posts: 136 Rep Power: 2	Re: My first question Thats a **** of a base bed, what do you do with the ultra white Dutch boys like me? I burned in a 20 min. base bed @ about 12 min. (I am not kidding, I have a tan now but it took me months to get to a full session in a L3). I like the idea, but do you put them in for like 4 min??

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