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Old 10-17-2003, 06:48 PM   #1 (permalink)
 
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For the record, I am an owner in the making, not yet open.

Salon owners, you should try this from some phone number that would not be identified on call display by your staff.

This makes me mad as a consumer:

I called XYZ salon the other day and the conversation went like this.

Employee- "hello, XYZ tanning salon, how may I help you?"

Me- "Yes hello, i was wondering what kind of beds you have in your salon"

Employee- "well we have bronze , silver, gold and platinum."

Me- "could you tell me who the beds are made by?"

Employee- "oh I don't know"

Me- "How long have you worked there?"

Employee- "over a year"

Me- "and you don't know who makes your beds? Well do you know what the model name of the beds, or the wattage of the lamps?"

Employee- "no I don't"

Me "how do you explain the differences in the levels of the beds if you don't know what the differences in lamps are?"

Employee- "I can get my manager to answer those questions for you"

Me- "oh no thanks, that won't be necessary. If you don't know the difference in the beds, how can i be sure that your manager does and that I am paying for a better bed when tanning in a lower bed? OK thats all I needed to know. Thanks, goodbye"

Employee- "ok goodbye" (with a puzzled tone in her voice.)


Now before you jump all over me, don't you think you would be frustrated if you were in my shoes?

When my salon opens and I have staff, I will make every effort to educate them about beds and lamps so that when someone like myself calls, they are prepared to answer.

I decided to do a drop in and noticed that all the beds (4) were identical. hmmmmmmmm
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Old 10-19-2003, 05:54 PM   #2 (permalink)
 
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Very Interesting. I will be opening soon too and unfortunetly many of the salons near my extremly small town sound almost identical to what you have just listed. I will also try in every effort to make sure my staff knows what is going on, otherwise why are they there? If an employee doesn't want to sit throgh training or smart tan classes they most likley won't make a good employee either. Best Of Luck to you!
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Old 10-19-2003, 09:46 PM   #3 (permalink)
 
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Most salons employees dont get certified, only the owner, especially if they are in a state that is not regulated. I have called salons before and the employees dont know the same questions answers. I visited a salon in GA, this year and the employee only knew the name of the bed by package also. Drives me nuts, didnt know the lamps either. Then when I went to get in the bed, she didnt even ask if I had goggles, and said you set the time when you get in, "o Really", the lamps did not have the wattage on them, so I know they were not the manufactured lamps, I had the same beds so I knew that much. The bed was a 240G the lamps in the bottom and top are suppose to be different, they have the same lamps in the top and bottom. WOW..So I know you fustration.
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Old 10-20-2003, 03:14 PM   #4 (permalink)
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We have an employee that is our Salon Advisor. As the salon advisor she holds monthly training classes. Each class is different and mandatory. Every employee "must" participate in these classes. She teaches class on the following: Mystic Tan Class, Smart Tan Class, Cal Tan lotion and sales technique Class, Helios Class, Units and Lamps, Upgrade sells and equipment, Customer Service Class, Educating Customers, etc........ Anything we feel that would make our staff the "Professional" in their jobs we teach a class on. The employees are also given a quiz on the class which they earn bonus bucks (in house credit) to use toward purchases. If their fail the test they don't receive the bonus bucks and they must take the class until they do pass the quiz. We have refresher classes periodically as well. We hold monthly resort meetings which we discuss any questions or concerns that can be discussed as a group. During this meeting all managers, customer service representatives, and President of the company attends. This has went extremely well and we are very proud of this program. You can not imagine how it has increased our sales as well as our staff's confidence in themselves. We truly could not do this without our salon advisor Heather Hart!!! Thank you Heather for your hard work!!

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[ This Message was edited by: Tracie Williams on 2003-10-20 15:16 ]
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