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Old 06-05-2014, 09:57 AM   #11 (permalink)
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Re: Never Take For Granted That Tanners Remember You.

Agree with Robert.

If a customer calls in asking about questions we do the following:

1. We have 5 different levels of equipment plus spray tan and offer packages from single visits to ongoing memberships. Have you been here before??

a. if NO --- Well our new customer special is 3 Free Tans. They are on the Level 1 beds but you are welcome to upgrade and try the others instead. If you would like to come in, we would be happy to tour you through the salon, show you everything and get you started...

b. if YES --- What is your name? (Staff look up customer in system). I see you generally have done the Level 3 bed and have typically purchased our Week Unlimited. We still offer that package and it is $XX. Is that what you think you would be doing this time?


If the phone customer STILL wants pricing, then we tell them it ranges from $7-$35 for a single session and we have packages on all. We again suggest that the best option for them will be to come in and we would be happy to go through to find the best value for them.


It is a rare customer that actually persists to want a specific price. They are just trying to figure out what options are out there. If it is a past customer they know they like us and are just interested in if we are still the same place and offer similar to what they knew. If they are new --- they come in and check us out utilizing our new customer special that we have offered to every customer since we opened!
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Old 06-05-2014, 10:08 AM   #12 (permalink)
 
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Re: Never Take For Granted That Tanners Remember You.

It is fine if you do not want to offer first tan or a number of tans to new tanners. It is surprising how offering a free trial will even bring in tanners that tan somewhere else. It is not misleading anyone. It is simple, are you a tanner? Come try our product. If you are the salon and product you think you are they become a loyal customer and not at the cheapest price in town. The cost of giving a few tans away is a small price to pay for a new tanner. It is not like you are giving lotions away. You think this is terrible but I am willing to bet you would give almost anything to do the numbers that my clients are doing.

You are saying that you refuse to do something that will bring me more clients and allow me to maximize my income potential. I think you are forgetting a tanner is only a new tanner once. After that if you are delivering a great product, they are your client.

I understand that there are those of you that just don't understand. That is one way to go. What I am suggesting is simply another way to go. If your employees have the time it takes to explain why your salon is the best and that is why you should visit our salon there are other issues at your salon. Most of the time the salon does not get answered or you are put on hold.
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Old 06-05-2014, 10:24 AM   #13 (permalink)
 
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Re: Never Take For Granted That Tanners Remember You.

Quote:
Originally Posted by sunsally View Post
Agree with Robert.

If a customer calls in asking about questions we do the following:

1. We have 5 different levels of equipment plus spray tan and offer packages from single visits to ongoing memberships. Have you been here before??

a. if NO --- Well our new customer special is 3 Free Tans. They are on the Level 1 beds but you are welcome to upgrade and try the others instead. If you would like to come in, we would be happy to tour you through the salon, show you everything and get you started...

b. if YES --- What is your name? (Staff look up customer in system). I see you generally have done the Level 3 bed and have typically purchased our Week Unlimited. We still offer that package and it is $XX. Is that what you think you would be doing this time?


If the phone customer STILL wants pricing, then we tell them it ranges from $7-$35 for a single session and we have packages on all. We again suggest that the best option for them will be to come in and we would be happy to go through to find the best value for them.


It is a rare customer that actually persists to want a specific price. They are just trying to figure out what options are out there. If it is a past customer they know they like us and are just interested in if we are still the same place and offer similar to what they knew. If they are new --- they come in and check us out utilizing our new customer special that we have offered to every customer since we opened!
Personally I believe that if it is a tanner that is in your database you should be reaching out to them by social media, email and text. You would have built that relationship that when they are ready to tan they do not have to call because they do their tanning at your salon.

It is very unusual that you have time to go through a long sales pitch on the phone. Never lose site of the fact that the sale is made in the salon, not on the phone. That conversation you are describing should be going on with the tanner in front of you. The only other way to avoid this is to actually be the cheapest salon in town. My only question is how much business have you done this season. How many new tanners have you brought in. If your numbers are weak and new tanners are down, it may be time to try some things that are different than what you have been doing. Something to consider.

These are two different schools of thought. Right or wrong, I know without question what happens when you offer a tan or a few to a tanner that has never been in your salon. They visit your salon. Do you really believe they would think, I would never spend money at this salon because they gave me a free tan?
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Old 06-05-2014, 10:44 AM   #14 (permalink)
 
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Re: Never Take For Granted That Tanners Remember You.

Lets take a minute to regroup. No matter what you do in terms of advertising or promoting your salon, it is important to track each and every promotion you do. By doing this it allows you to know what is working and generating a great result. By doing this you know which promotions to repeat and which promotions that you may not want to use again.

It is this method of tracking marketing efforts that has shown that offering new tanners a fantastic trial deal has generated more traffic and new tanners than any other promotion. It also allows us to track to see how many of those tanners make purchases right away and how many come back at a later date and make a purchase.

Yes there is a small percentage of those tanners that don't ever buy anything. The tracking shows this is without question the most productive way to quickly build a data base and make all tanners in your market visit your salon.

After those tanners have been there all future advertising becomes more effective because you can now market direct to your target client.

Remember when you do any advertising you are paying for new business. The cost of a few tans is paying for new business.
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Old 06-05-2014, 10:53 AM   #15 (permalink)
 
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Re: Never Take For Granted That Tanners Remember You.

Does anyone here give a free tan to an existing tanner if they bring in a friend? I am sure the answer is yes. This is giving a free tan for a new tanner. How is that different than you giving a free tan for a new tanner. Take your blinders off.
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Old 06-05-2014, 11:51 AM   #16 (permalink)
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Re: Never Take For Granted That Tanners Remember You.

Steve another way to look at it is how much are you willing to spend to get a new tanner in your door? The FREE tan is just another cost in attracting a new tanner. Every type of advertising costs money.

We believed we offered a better tan and a better tanning experience so we would be willing to spend upwards of $20 to attract a new customer.

Remember that tanners tan.
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Old 06-05-2014, 12:40 PM   #17 (permalink)
 
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Re: Never Take For Granted That Tanners Remember You.

Quote:
Originally Posted by Steve Underhill View Post
Personally I believe that if it is a tanner that is in your database you should be reaching out to them by social media, email and text. You would have built that relationship that when they are ready to tan they do not have to call because they do their tanning at your salon.

It is very unusual that you have time to go through a long sales pitch on the phone. Never lose site of the fact that the sale is made in the salon, not on the phone. That conversation you are describing should be going on with the tanner in front of you. The only other way to avoid this is to actually be the cheapest salon in town. My only question is how much business have you done this season. How many new tanners have you brought in. If your numbers are weak and new tanners are down, it may be time to try some things that are different than what you have been doing. Something to consider.

These are two different schools of thought. Right or wrong, I know without question what happens when you offer a tan or a few to a tanner that has never been in your salon. They visit your salon. Do you really believe they would think, I would never spend money at this salon because they gave me a free tan?
Ones personality and genuine interest in the client on the phone, easily can make a client come in.
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Old 06-05-2014, 03:23 PM   #18 (permalink)
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Re: Never Take For Granted That Tanners Remember You.

Quote:
Originally Posted by Steve Underhill View Post
Personally I believe that if it is a tanner that is in your database you should be reaching out to them by social media, email and text. You would have built that relationship that when they are ready to tan they do not have to call because they do their tanning at your salon.

It is very unusual that you have time to go through a long sales pitch on the phone. Never lose site of the fact that the sale is made in the salon, not on the phone. That conversation you are describing should be going on with the tanner in front of you.

Yes - a tanner already in the database will be reached out to. But doesn't mean they might not still call.


MOST calls are from new (prospective) customers - SO we tell them about our new customer promotion and invite them in to try it.

But if an existing customer DOES call in - we will take a minute to reach into the database to help fill their needs/answer their specific question.

And of course - if a customer is IN FRONT of the staff - they take precedence over the phone.
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Old 06-05-2014, 08:30 PM   #19 (permalink)
 
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Re: Never Take For Granted That Tanners Remember You.

Quote:
Originally Posted by sunsally View Post
Yes - a tanner already in the database will be reached out to. But doesn't mean they might not still call.


MOST calls are from new (prospective) customers - SO we tell them about our new customer promotion and invite them in to try it.

But if an existing customer DOES call in - we will take a minute to reach into the database to help fill their needs/answer their specific question.

And of course - if a customer is IN FRONT of the staff - they take precedence over the phone.
I agree, always take time to take care of an existing client. that is why you should always ask if they are client.
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Old 06-05-2014, 08:33 PM   #20 (permalink)
 
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Re: Never Take For Granted That Tanners Remember You.

Quote:
Originally Posted by sunrisetan View Post
Ones personality and genuine interest in the client on the phone, easily can make a client come in.
Phone etiquette is an important part of training and should also be covered in your training manual. This is also a great periodic reminder topic at your monthly sales meeting that I assume everyone has.
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