Tanmand

With my company, I call other businesses in a tanning salons market area, to see who is really recognized as THE PLACE TO TAN. Friday of this week I hit an area that had a lot of Franchises in that market. The other businesses in that area over whelmingly suggested franchise stores rather than independent salons. I would dare say that 98% of salons do not do a "proper answer" on there phones when they answer. A lot of salons treat the phone as it was a call coming into there house, it is saturday night, they have a big bowl of popcorn in their lap, and are getting ready to watch a favorite movie. I sincerely suggest that salons have a new love affair with their telephones. I have called these corporate franchise salons and they are very professional on the phone.

I have actually heard everything from A-Z come from salons when answering phones. Some is quite comical and some are embaressing.

I do know this "Corporate chains and franchises" understand that having a certification plaque on the wall for their employee's is just the beginning of training, not the end !!! Corporate America understands that good sales training not only on the phone, but in all aspects of business is the key to being a level or two above everyone else in town. It does make a difference.

MJ

Scary isn't it!!!

sam1448

I am interested in reading the rest of this post as well as the services that you offer. I own an independent salon and have a "chain" salon that just opened within two miles of me. I am employed full time outside of my salon and have 2 18-20 year olds running the place. Needless to say, I want my place to do well, but could use some consulting services for my situation.

Soakinuptherays

I think sales training for indoor tanning products is one of the post critical functions of a tanning salon owner can do to increase their take home pay.

Standby

Thanks for the insight tanmand, at my other job we have mandatory phone training every six months, and if you don't pass the test you are suspended from work until you do.

One phone skill they key on at the Hospital where I work at is listening, for example they say if you are thinking of your response while they are still talking that means your not listening to them.

When the Hospital started the phone training they claim that patient satisfaction has increased by 25%.

Tanmand

I like the responses I have seen so far. I honestly think sales training is one of our industries worst hidden problems... Everyone out there trains but it is pertaing to there services.. No real basic sales training, which is more important than anything. You have to start off at home base, you cannot skip first and second base. Thanks for your input Greg and thanks everyone else.

MJ

Sam,
have yoy ever thought of having mystery shoppers of callers to see what they really do when your not around?
Have friends and family members do this for you.

Tanmand

Great idea angel I know a lot of other industries do this, and it proves to be very successful

Wimpster

Just a suggestion....
I am a business manager and love it when my employees answer the phones in this type of way.
Good Morning or Afternoon, (what ever time it may be)! Thank you for calling XYZ Tanning, my name is "Joan", How may I help you?

Spend a little time with the client but not a talk session, answer any questions, thank them again for calling, wish them a wonderful day.

I have found clients really like this, and feel more comfortable asking the questions they have.