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mizz kitty 06-12-2012 03:56 PM

last minute tanners
 
i was wondering what most salon's policies are regarding last minute tanners at closing time.

do you stay late to tan client?
do you stay late to tan client but limit the minutes?
do you accept the last tanner at 15 or 30 minutes before closing time?
do you have some other policy?

Matthew24 06-12-2012 07:39 PM

Re: last minute tanners
 
Very easy to fix this problem.

If your last start time is 9pm, the OPEN sign must stay ON and allow anyone the comes in to tan UP TO 9:10.
If a tanner comes in at 9:11 explain that the last start was at 9:00 and we are finishing for the day.

99% of the people that come in at 9:11 or later have no problem since they are really late.

Staff is shifted until 9:30

DH 06-12-2012 08:30 PM

Re: last minute tanners
 
Quote:

Originally Posted by Matthew24 (Post 15064185)
Very easy to fix this problem.

If your last start time is 9pm, the OPEN sign must stay ON and allow anyone the comes in to tan UP TO 9:10.
If a tanner comes in at 9:11 explain that the last start was at 9:00 and we are finishing for the day.

99% of the people that come in at 9:11 or later have no problem since they are really late.

Staff is shifted until 9:30

This is confusing to me. We close at 10pm during the week and take tanners until 10pm. If get in our doors before we lock them you tan.

Once your tanning session is over you leave and it may be 10:20 pm OPEN sign off and staff is closing the store down.

No games of light on till 10:13 59 seconds because my longest beds are 14 minutes. Staff knows that they potentially can work until 10:30pm if we have a late tanner but keep the attitude to themselves.

Matthew24 06-12-2012 09:32 PM

Re: last minute tanners
 
If they show up at 10:02 and you send them away, you are the bad guy.

If they show up at 10:09 and you let them tan because your a nice guy, they will love you.

There will always be late tanners. It has not changed in my 21 years. Make them happy.

Robert K 06-13-2012 07:52 AM

Re: last minute tanners
 
Yes and Yes to the above. We are providing a service and our customers have a choice where to tan so provide the best service possible.

Michelle N 06-14-2012 01:22 PM

Re: last minute tanners
 
As long as you are in my doors before we close for the evening you tan. We do not limit the amount of time they go in because they are late. I can find something to do and/or clean while I am waiting for their tan to be done. We also let people know that if they are on their way and think they may get here a few minutes late to call us and let us know that they are coming in so that we know to look out for them. They appreciate it and really only happens once in a great while.

MKTans 06-14-2012 02:14 PM

Re: last minute tanners
 
We close at 9, say we take our last tan about 8:40 but if someone comes in I tell the girls it is a perfect time to sell an upgrade. "Ohhh, we close in about 10 minutes. Did you want to upgrade to a 12 minute Orbit?" Usually they will once we point out the inconvenience and a little extra $ never hurts. If they insist we let them tan making a comment that they know when we close so they don't keep doing it. I schedule them until 'close' not a time so close is when the last customer has tanned, bed cleaned and closing duties complete. They do have a choice- and we don't want to give them a reason to go looking elsewhere.

Maria99 06-16-2012 01:58 PM

Re: last minute tanners
 
Quote:

Originally Posted by Robert K (Post 15064207)
Yes and Yes to the above. We are providing a service and our customers have a choice where to tan so provide the best service possible.

Agreed 100%.

WendyJo 06-19-2012 10:21 AM

Re: last minute tanners
 
Your "open" hours should be the hours that people can tan if they walk in the door. That's what customers expect for hours of operation. We're here for their convenience, they're not here for ours. Making them feel bad for coming in 1 minute before close will make them go somewhere else that treats them better. Our employees have to smile and greet every client with enthusiasm and professionalism. It doesn't matter what time of day it is. We want them feeling better when they leave, than when they came in. And, we thank every person as they leave and tell them to have a great day/night... even if we're closed when they leave. If you are condescending to them for the inconvenience of staying a few minutes late, you are risking the loss of a paying customer. I don't know who is doing so well in the tanning business that they can afford to lose customers over a few minutes time.

engfant 06-19-2012 01:36 PM

Re: last minute tanners
 
If you don't stay as long as it takes you'll be out of business to a place that does.

exoticexposure 06-22-2012 10:12 AM

Re: last minute tanners
 
Quote:

Originally Posted by Matthew24 (Post 15064191)
If they show up at 10:02 and you send them away, you are the bad guy.

If they show up at 10:09 and you let them tan because your a nice guy, they will love you.

There will always be late tanners. It has not changed in my 21 years. Make them happy.

Why are we the only ones that are supposed to let someone in the door after we are closed? No other business is going to let you in after they are closed. I see things differently.
If you are not here in time before we close, then obviously tanning couldn't have been that important that day! You had 10 hours to come in. We will be back open tomorrow morning, have a great night!

jetsontan 06-24-2012 02:01 PM

Re: last minute tanners
 
Until this past year I have and still do think that if your open till 10, your open to tan till 10, however I have had a few people (creepy men) this past year that seemed to be putting themselves here so late that they would obviously be here alone with my staff, in season no problem, but off season one person closing.
Thats a security risk for my help

theReverend_MC 07-15-2012 11:23 PM

Re: last minute tanners
 
Quote:

Originally Posted by exoticexposure (Post 15064507)
Why are we the only ones that are supposed to let someone in the door after we are closed? No other business is going to let you in after they are closed. I see things differently.
If you are not here in time before we close, then obviously tanning couldn't have been that important that day! You had 10 hours to come in. We will be back open tomorrow morning, have a great night!

I agree! I specifically have 2 tanners that like to show up around 5 to 10 minutes before we close everytime. I had to impliment a " Last full 20 minute tan 30 minutes before closing. They complained if I didn't have it posted I can't enforce it. So I posted it! One of them comes or calls everytime asking when we close - it's even posted in large letters on our door but she can NEVER remember it so she shows up right before we close just about everytime. The other one likes to show up 10 minutes before close and procedes to fall asleep during their session so because of these two I had to make that a policy. I have a family to go home to and I can make exceptions for most tannerrs but some really like to push it until the last minute.

Steve Underhill 07-18-2012 03:11 PM

Re: last minute tanners
 
It is important to maintain a schedule. I think this goes back to customer service that starts with communication. When starting with a new tanner it is important to explain policy like hours of operation in a positive way. Always post hours and make tanners aware well in advance before they change.
Explain to new tanners that if the salon closes at 10 the last tanner can come in at 10 to tan. At 10 you lock the door and turn off the open sign.
A tanner will not stop tanning at your salon if they are turned away after scheduled closing time if you have already created that relationship and level of customer service that is required to be successful.
Consumers never like surprises, that is why full disclosure and communication is so important.
In fact communication is the basis for success.

tanislands 07-19-2012 01:23 PM

Re: last minute tanners
 
Our customers can come in right up till we close and not get turned down. It's all about customer service.

parrot head 07-20-2012 08:32 AM

Re: last minute tanners
 
Quote:

Originally Posted by exoticexposure (Post 15064507)
Why are we the only ones that are supposed to let someone in the door after we are closed? No other business is going to let you in after they are closed. I see things differently.
If you are not here in time before we close, then obviously tanning couldn't have been that important that day! You had 10 hours to come in. We will be back open tomorrow morning, have a great night!

Exactly my thoughts. If they come before the doors are locked, we'll stay after close to accomodate them, but will not unlock the door to tan them. Our cleaning is done, the computer is shut off, and we're going home, or lately to the bar next door.

sunrisetan 07-20-2012 04:45 PM

Re: last minute tanners
 
we let people tan whom come in before we close...but also offer them an upgrade to get them in and out quicker rather then a base bed 20 min session. grrr to that! :)

we work long shifts and at the end of the day, its time to go home. wanna tan? just come in before we close. period. (and hopefully not 5 minutes before, but if they do, we tan them.

aprilsue 07-24-2012 12:28 PM

Re: last minute tanners
 
If they come before we lock the door at 8, they can tan BUT I can understand a "last tanner taken" time (we do it when we stay open later during busy season). JcPenneys closes at 9. You don't get to go in at 9 and start shopping. They start announce about 15 minutes til to take your purchases to a register and check out because the store will be closing in 15 minutes.

aprilsue 07-24-2012 12:30 PM

Re: last minute tanners
 
I also schedule my employees to work up to 30 minutes after we close to accommodate the last minute tanners so there won't (shouldn't) be any griping about having to stay late AND I don't have to worry about someone staying late and messing up my payroll.

Neonbeachtann 09-23-2012 10:47 AM

Re: last minute tanners
 
I have a rule for my staff that there is 5 minute Window. Meaning my last tan is at 10:30 so if someone walks in at 10:35 they get to tan. The staff is also instructed to let the customer know that we closed 5 minutes ago but they will we will go ahead and let them tan. What now happens is the customer knows they came in to late but the employee whent out of there way for them. Now they look like the hero. I will fire an employee in a minute for trying to close earlier or turn away a customer before that 5 min window

Neonbeachtann 09-23-2012 10:56 AM

Re: last minute tanners
 
I have had this issue. I close at 11 but take my last tan 30 minutes before closing. Now this is to confusing to customers so I then just post my hours as 10:30 so that there is confusion. This just eliminated customers complaining about being turned away before 11 even though it was was clearly post last tan 30 minutes prior to closing. I have been in this business for over 10 years and have learned you need to keep things stupid simple for both employees and customers.

parrot head 09-24-2012 08:23 AM

Re: last minute tanners
 
We lock the doors @ closing time. If someone wants to tan and the doors are open, we tan them.

Hillary 09-24-2012 07:00 PM

Re: last minute tanners
 
I am always cautious with clients comming after hours for ins. purposes..when i did the insurance on my salon i had to list the buisness hours and notify them if ever they change..i have the feeling its so if something happens to a client after buisness hours the insurance will not have to cover it because we arent listed as being open at that time...i never got a chance to read over it but i probably should..but i try not to let in late tanners if i can help it but i never turn away business with the way the ecomony is..im new to the industry and staying buisy even with bigger and beter competition so i'd like to keep it that way..haha

sunrisetan 01-14-2013 07:03 AM

Re: last minute tanners
 
you know what i dislike about late tanners? mystic users!! and tanners that have to go to the bathrooms afterwards once we already have them all cleaned. grrr!!

PlatinumTanTer 02-13-2013 10:44 PM

Re: last minute tanners
 
Gotta have a last tan time, for consistency in hours, employees, and other reasons. I believe in always being really nice as far as customer service about any policy though.

ptomom 05-08-2013 04:41 PM

Re: last minute tanners
 
1 nite a week I must leave exactly on time to get my son to his practice so that is the only night i enforce the last tanning time. we also put it on our hours eg: mon-fri 10-10 last tan booked 9:45

movieking 05-22-2013 03:18 PM

Re: last minute tanners
 
What kind of practice does your son have to get to after 10pm?

jms43 05-23-2013 01:41 PM

Re: last minute tanners
 
last Friday night I was here doing stuff after close and someone wanted to tan so I let them, then after they left someone else came and wanted to tan so I let them, which is fine for me cause I have no where to be but why don't people read the hours sign on the door, it's in big print!

mosalonowner 10-04-2013 04:46 PM

Re: last minute tanners
 
What I normally do is if someone calls and asks what time we close, I tell them the time we close and say "but if you will arrive a little bit after our close, I will be more than happy to stay open a little bit longer for you." My competition doesn't do that and it's just a little bit extra to make customers that much happier. Everyone wants to have special exceptions for them. An extra 15-30 minutes off my night to make a customer stay with me is no biggy in my opinion

DCoul 10-08-2013 09:19 AM

Re: last minute tanners
 
We stay until the last client leaves. We turn the 'open' sign off at 9pm and usually people won't try to come in, but we get the occasional customer after that. We still let them tan because shifts don't end until 9:30.

taylornc 10-08-2013 06:25 PM

Re: last minute tanners
 
As a manager of a tanning salon I'd expect my girls to stay if a client came in only a few minutes late or called to say they may be late. Our policy is that we take our last appointment 15 minutes before closing, if I client comes in at 10 til closing for a 20 minute bed they always have the option to upgrade to a shorter period bed as well.

ohjeezkbeez 10-24-2013 08:37 AM

Re: last minute tanners
 
We used to have a last tan policy. But now if a tanner comes in at 8 pm, they are allowed to tan. Even if all the beds are taken and they must wait, as long as they are in the door before 8 pm. However, everyone (including employees) must be out of the salon no later than 8:30.

We use this because it gives people the chance to tan, and possibly build a sale. However, the only person that has been coming in that late doesn't buy anything, and takes their time. So we can tell people like that that we take our last tan at a quarter til...

mosalonowner 10-25-2013 03:09 PM

Re: last minute tanners
 
Going above and beyond is what really makes customers loyal. I can't put a number on the customers who express their appreciation when even the tiniest bit of extra effort is pushed forward for them!

crosbytan 01-03-2014 07:51 PM

Re: last minute tanners
 
We accept our last tanner 20 minutes before we close, we've been open for 8 years and have learned what our hours should be because we're in a small town. I have an assistant manager and myself which we are the only 2 with keys to the store. So if I am locking up I allow customers to tan until I walk out the door and lock it however she doesn't agree and follows what the sign says. If someone comes in late they are generally a basic bed customer and I upgrade them for free to a 10 minute bed. If they take note of that and do it repeatedly then I tell them no they are abusing my kindness and tell them that it is time to obey our policies and return tomorrow. I make special accommodations with my special event customers to tan at odd hours if they have a hectic schedule before a vacation or wedding, I will open early or stay open late for these customers to help them get their color before their event.

sunsally 01-04-2014 12:14 AM

Re: last minute tanners
 
Quote:

Originally Posted by crosbytan (Post 15081198)
We accept our last tanner 20 minutes before we close, we've been open for 8 years and have learned what our hours should be because we're in a small town. I have an assistant manager and myself which we are the only 2 with keys to the store. So if I am locking up I allow customers to tan until I walk out the door and lock it however she doesn't agree and follows what the sign says. If someone comes in late they are generally a basic bed customer and I upgrade them for free to a 10 minute bed. If they take note of that and do it repeatedly then I tell them no they are abusing my kindness and tell them that it is time to obey our policies and return tomorrow. I make special accommodations with my special event customers to tan at odd hours if they have a hectic schedule before a vacation or wedding, I will open early or stay open late for these customers to help them get their color before their event.

Unfortunately...you are giving a lot of "mixed messages" to your customers....

1. If you post "last tan 20 mins before close", then your ***'t manager IS following your rules. However - if you know a business hours are 9-9, do you think they are 9-9, or that they REALLY mean "9-8:40"? Personally - there are always things to do at the end of a shift (cash out, laundry, cleaning), and I believe your last tan should be taken up until closing time - and let them tan while you finish up.

But either way - for you to do it one way, and your asst manager to do another, is just guaranteeing your customers are going to wind up frustrated! They don't know who is working which night, so they never know when you "really" close at 8:40, vs 9....


2. Then, when a customer DOES come late - and they are a base bed customer (20 min bed??) - YOU upgrade them - for free! Because you want to get out of there? But then - if I am that customer - that will reinforce for me to come late - to get free stuff!! So then if I come another time like that - and you turn me away, or your manager does - you have an upset customer - and for good reason!


The "making exceptions" for special event customers - that is great - gives a good rep in a small town. BUT -- you and the asst manager HAVE to be on the same page with this stuff. If you are paying them by the hour - then why won't they ALSO stay to get a last minute tanner and do away with the "last tan 20 mins before close" policy??

crosbytan 01-04-2014 06:14 AM

Re: last minute tanners
 
you make a lot of sense and It is something that I have addressed in the past but ever since we posted the last tanner 20 minutes before close sign We haven't had many problems. it is as though we close at 740. We havent had this issue arise at all in the past 2 months but I am going to revisit this before the summer rush hits. I know that my girls are ready to go at closing just because They work long shifts. I have 3 girls each works 1-12 hour day and 1 6 hour split shift per week and I work 1 split shift Fri AM to make it even for them all. then they rotate weekends. But either way it is a job I need to ensure they are just as enthusiastic to see the last customer through the door as they were to see the first customer through the door.

sunsally 01-04-2014 06:38 AM

Re: last minute tanners
 
Quote:

Originally Posted by crosbytan (Post 15081229)
you make a lot of sense and It is something that I have addressed in the past but ever since we posted the last tanner 20 minutes before close sign We haven't had many problems. it is as though we close at 740. We havent had this issue arise at all in the past 2 months but I am going to revisit this before the summer rush hits. I know that my girls are ready to go at closing just because They work long shifts. I have 3 girls each works 1-12 hour day and 1 6 hour split shift per week and I work 1 split shift Fri AM to make it even for them all. then they rotate weekends. But either way it is a job I need to ensure they are just as enthusiastic to see the last customer through the door as they were to see the first customer through the door.

A 12 hour day is very long - and employees get tired/unenthusiastic by the end.

Why not consider ALL split shifts? So each day is a 6 hours "split". That way they each work 3 6 hours 'splits'? You are much more likely to get an "enthused" employee for ALL the hours that way!

Is one of these the assistant manager who locks up? Or do you run double coverage? Or is one of you coming by each morning and night to lock and unlock the salon?

Have you always closed at 8 and just recently posted the sign about "last tanner at 7:40?". Why not just have your employees EXPECT not to get out until 8:20 -- and if no customer comes at the end of their shift then bonus, they get to get out "early" by closing up at 8.

sunsally 01-04-2014 03:19 PM

Re: last minute tanners
 
Update:

I was just at the Department of Motor Vehicles to renew plates. On the first Saturday of the month....

The posted hours for Saturday are 8-2.

When I called to see how late they were open, she said "2:00 -- and if you are IN LINE by 2, we will process you.".

I left immediately and arrived approx 1:30. There was a line out the door - 30 people maybe? Less then 30 degree temps.

I moved "inside" just about 2:00. Still another 20 or so behind me?

I finished at 3:10.

When I asked the clerk if this was because it was first Saturday of the month or of the new year, she said "Nope - it is like this most Saturdays". I asked "when do you usually actually get OUT?" and she said "Around 3:30-4".

CUSTOMER SERVICE NOTE:

Not only did they serve everyone who "got there" by 2:00 (many of whom probably looked up hours on-line and saw they closed at 2 and figured, ok, I have to get there by 2..."), but after locking the door, the clerk stood there for a good 10 mins more, and let a few more "ALMOST got there by 2:00..." in to process as well.


Think about this when setting salon policies....if the DEPARTMENT OF MOTOR VEHICLES has more "customer friendly" policies than YOUR business...... you may want to re-think....

sunsally 01-04-2014 03:22 PM

Re: last minute tanners
 
Note:

If the DMV had POSTED hours until 4 - they would either be turning people away THEN - OR, staying until 5:30-6....


SO - if you WANT your staff to be able to leave by 8 --- "close" at 7:30 (or the equivalent).

OR - if you want your staff to service any customer that "gets in line" by closing time -- make sure you post THAT as your policy - and give customers a way to let you know if it does NOT happen (e.g. post your contact number on the door if you aren't open the hours as posted....).

And let your STAFF know - they are to PLAN on working until 30 minutes AFTER closing.

Cashing out, chores, making sure the salon is ready for the next morning. Plenty to be done while you service those customers that WANT to use your business... :-)

crosbytan 01-04-2014 09:28 PM

Re: last minute tanners
 
I switch to the long shifts starting this week, part of the reasoning is my girls want to know their sched for the next 3 months without me having to meet 25 different exceptions for days they need off ect... Yes my inventory lead or (2nd key) is included in this schedule and works by herself. when we get to Feb I will leave the schedule the same but bring in a bed cleaner in the afternoons. the 3 that I have now and have kept for so long will be strictly sales because they have proficient knowledge of the lotions and the industry.

If my 3rd key isnt working then I open and my wife closes or vise/versa. I know that the shift is long but it makes it to where they only work 2 days a week which they wanted. it costs them less in fuel by doing things this way. I am trying it for 1 month if they like it and I feel it isn't hindering sales and morale then it will stay if not then we will go back to the way it is now which is a split shift every day like you suggested. our hours previously adjusted for how busy we were but since I took over that stopped. I felt that the hours situation was causing us to lose customers. I took down the last tanner 20 min before close sign today.

I started setting daily sales goals for each employee this week and since then They more than tripled their sales goal every day. The goal that I set was to raise what we made this week last year by $1000. So I know the goals aren't too low. Hopefully they will continue and I will be able to get some new beds come March. Sally I am going to call you on Monday!


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