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[Brian Oshman]

Here's the download link to the emplyee manual in the other thread.

Click the link below. Click save in the pop up window. Choose a folder to save the file to and click save in the next window. Runs on Word.

Salon Employee Policy Manual Download

[Leif Vasstrom]

SOLAR PLANETÒTHE TOUR

The goal of the tour is to inspire a potential client to tan and receive massage at Solar Planet. The tour is carefully orchestrated to accomplish this goal. The following tour is for a full service salon, which has UV-Tanning with several choices of equipment, UV-Free Spray –On Tanning as well as Therapeutic Massage.

Generally speaking, new customers are generated by an advertisement such as the Yellow Pages, they walk by the salon or are referred by a friend who is an existing customer. Either way they are likely to first ask what it costs to Tan at Solar Planet. Your answer is a question: “Have you ever tanned at Solar Planet”. It is a rhetoric question and you know the answer is “No”. This gives you the ability to let them know that “The first session is free on our Very High Performance Equipment” and you have now broken the ice, and they will now be ready for the Tour. It is here that you must qualify them properly in order to sell them the right service at the right price.

1. Impart a sense of enthusiasm about the company, the equipment, its capabilities, & the tanning process.
2. Impart a sense of enthusiasm about our massage services, the therapist and the benefits of massage.
3. Educate and inform them about VHP Very High PerformanceÒ equipment
4. Draw direct comparisons with other salons and equipment. Guide the customer toward the goal— to purchase tanning & massage packages so that he/she can enjoy the full Solar Planet® experience.

Again, when a potential client calls or walks in stand up and ask, “Have you ever been to Solar Planet?” Ask, “Have you had a tour and heard about all of our services” or “have you ever tanned indoors before?” This presents a jumping point for direct comparisons to other tanning equipment and to poorly run or maintained salons.

· If they answer yes; ask, “What services have you used and/or have you already decided which tanning or massage package you’d like to buy, and would you like an explanation of our services?”

· If they answer no, ask, “Let’s go for a tour and a tan today”, They have called - or come in - for a reason, so they will make time for it if you do your job right. Each customer should look to you like a $500 bill. Have the client complete the Tanning Information Sheet. Ask for a picture ID so that you can start entering the clients’ information into the computer. Explain to the client the importance of completing the form to:
-“Helps us to determine your skin type.”
-“Helps us to determine how we can best help you”

While the customer is completing their client information sheet enter their name into the computer from their driver’s license or other form of picture ID.

When the client is finished filling out the info sheet take the client’s picture, walk out from behind the desk, introduce yourself to the client, and take their information sheet and a pen with you. Use the information on the sheet to begin a conversation with the client about what inspired them to visit Solar Planet. This will help make the tour seem more personal and less like a sales pitch. It also gives you an opportunity to discover other info about them that will help you qualify them to buy a Diamond Star or Brilliant Star Package (the larger packages so you have the opportunity to make more commission):

Begin with: “Let me ask you a few questions to help determine how we can best help you.” Sample questions:
§ Do you live nearby?
§ Would you like to tan year round?
§ Are you tanning for a special event?
§ Did you know that tanning can actually be good for you? Briefly explain the benefits.
§ Have you ever tanned before indoors?
§ What do they do for a living?
§ HOW DID THEY HEAR ABOUT SOLAR PLANET?

NOTE: You must enter this information into the software program, without fail.


Write any important information from your questions on the information sheet. If they are going on vacation to Hawaii, write Hawaii on the information sheet next to vacation. This will help you remember where they are going so that you can refer to it again in the tour. If there are any areas of the information sheet that were not completed by the new client ask them for the information during the tour and fill it in yourself. This will help you close the deal, and thus increase your own personal commissions and bonuses.


Begin the physical tour of the facility with a description of each product/service we offer at Solar Planet:


THERAPEUTIC MASSAGE

Before starting the Tour of all the equipment, begin by stating, “We also offer therapeutic massage.” Hand the client a massage brochure. Explain to the client that the massage therapists are licensed & certified by the state and perform a variety of massage modalities/techniques. State that the benefits of regular massage are numerous (with enthusiasm), but that the most popular reasons for receiving a massage on a regular basis are for reducing stress and increasing energy levels. Finish this short introduction by saying that we always keep one to two hours open everyday for walk-ins appointments, but normally it is best to call a couple of days in advance to make a reservation. Explain that we have an introductory price of $55 for the first time client for one hour versus the regular price $70 an hour. We also offer daytime weekday specials on the 3- and 5-hour packages for clients who have free time Monday – Friday between 9am to 2pm and that would like to take advantage of the savings. Further explain that regardless of their schedule and whether they can take advantage of our daytime weekday savings, we’ve been told by our clients that we have some of the best massage prices in the city, and quality of massage the therapists provide is very good!

˜If the massage therapist does have an opening at the time of the tour, ask the client if they have time for a massage today. Be sure to introduce the new customer to the Therapist.
˜If the massage therapist does not have an opening at the time of the tour ask, them if they would like to make an appointment later in the week. Ask them, “What day would work best for you? We take morning, afternoon or evening appointment. Let’s see what we have available that day.”


Introduction of the UV – FREE SOLAR MIST

This is the latest in UV-Free Spray-On tanning. The Solar Mist is self-contained unit that employs a revolutionary spray process to apply a uniform amount of tanning solution to the entire body in just seconds. Unlike other units on the market you are sprayed by 12 nozzles in a sequence on all four sides. The solution turns into a mist that provides better coverage and more, natural looking color. Our solution is a non-alcoholic DHA liquid designed for maximum coverage and dries quickly. For a quick tan, this is truly the unit to use. We recommend that you use the Mega V Vertical Tanning unit immediately afterwards for two reasons: first, to fully dry the spray-on mist, and secondly, to add even more color! You will be surprised tomorrow morning upon wakening at the results you will have since the color continues to develop after the initial application. In order to use the spray-on unit and achieve the maximum results, there are detailed instructions to following during: phase I - the preparation (head and foot covers), phase II - the spray application (stances in the unit) and phase III - the post-application (toweling off excess mist). They are simple to follow, yet VERY important that they are followed precisely for maximum and optimum results.


Introduction of UV TANNING EQUIPMENT



While walking to the first tanning room, give a brief description of the history behind our equipment. Something like this…

“Our equipment has been designed by the founders of the very latest in modern Very High Performance equipment, and are innovators of indoor UV-therapy. Through research and technology these tanning units emits gentler levels of UVB, more effective UVA Bronzing in short efficient tanning times. Dermatologists agree on only one thing: The least amount of annual exposure with the least amount of reddening of the skin is the key to tanning. As with so many other things in life, the key is moderation, “This allows for Solar Planet’s exclusive equipment to offer the most positive tanning program possible”.

MEGA V® VERTICAL TANNING SYSTEM

Finally, a vertical unit that tans like no other. The Mega V has 79” lamps that tan even the tallest of people. Our lamps are longer and stronger than lamps of other vertical units; your feet will tan perfectly as well, one of the drawbacks of other stand-up machines. The Mega V has 10,000 watts of tanning power, very close to the tanner. Tall people should stand with their right side against the doors for best performance. Develop a deep dark all-over tan in short 5-8 minute sessions. Since this unit is contoured to the body’s shape and you will be standing up, you will never develop any tan lines…. Irresistible!

Stand with your hands in the hexagon shaped handle bars to get an even tan under your arms and armpits. This unit will also tan shoulder blades and tail bones that sometimes remain white when using only lay down beds.

We recommend using this unit in addition to either the 650 or the Orbit, (as per the paragraph above,) or if there is a wait for either machine and you want to do you weekly maintenance session and have limited time.

THE ORBIT® ONYX

Begin the tanning part of the tour with the Orbit. As you are walking into the room, say, “This is the Orbit, the most popular tanning bed in the US today.” Invite the client into the room. Make eye contact with the client and speak slowly enough to convey that this is a conversation. Use the reasons "the $25,000 Very High Performance OrbitÒ unit has that Other Tanning Machines Don’t” - explain the different features of the machine.
§ Short 5-10 Minute Sessions Vs 15 – 20 minute sessions in conventional tanning beds.
§ 4 Gentle 1000 Watt Facial Lamps with little measurable UVB. Because the face is the most delicate skin on the body we want to protect it the most. Our goal is to protect the skin and still produce wonderful color.

§ VHP equipment has a better UVB to UVA ratio than other equipment.
§ The UVB is concentrated closer to the UVA Spectrum for less reddening of the skin. The UVA band of light has been broadened and heightened which allows it to produce a better tan in a shorter time.

§ Explain the recommended tanning schedule for establishing a base according to the client’s Skin Type and current level of tan.

Example:

Skin Type II - III
4-6 minutes today in the Orbit
Skip a day to give your skin a break
6-8 minutes tomorrow in the Orbit
Skip a day to give your skin a break
8-10 minutes day 4 in the Orbit
Now start mixing equipment

Once the base tan has been established, it is enough to tan once every 7 to 10 days to maintain color - vs. 2-3 times a week in conventional tanning units. Not only it is more convenient, it is also actually less expensive to look your best at all times.

Ask: “Is this something you would like to do”? If they say yes then they have already started qualifying themselves to purchase a Star Package. When they come out after their tanning experience, you have to be ready to close the deal, to get them to commit. “Be-backs” do rarely come back.

If they say no, ask them what would work for their schedule. If their schedule will not allow them to come in at least three times the first week, you may be better off explaining to them that it may take them a little longer to establish their base. Determine the best way for them to build their base in the shortest amount of time. It may be better to reschedule the client until they can come in for 4 sessions in a 6-7 day period, so that they will achieve optimum results. You want to be their friend and consultant.

§ These units are the first computer designed systems that tans your body evenly all over. They have an elliptical shape, the light wraps all the way around you, and you do not get stripes. It is a large machine, which makes it very comfortable. It also has a deep contour on the top and the bottom, which makes it much more comfortable. You have lots of room inside and you can turn over or put your knees up without ever hitting the top deck. It is a different experience than conventional tanning beds.

§ A broader UVA spectrum creates a more natural brown color in 3 short sessions.

§ These beds are bigger, in order to prevent tan lines

§ The units have more than 11,000 watts of gentle tanning power. Up to 5 times more than conventional tanning beds and it delivers the most efficient tan in the shortest time possible- gently.

§ It costs much less to tan annually in our units on an annual basis than on conventional machines. In fact, for as little as just $10.50 per week you can stay tan year round with our Brilliant Star Package.

TANNING PRECAUTIONS



Before leaving the room, explain that there are certain areas of the body that always need to be protected when tanning either indoors or out.

§ Eyes- Solar Planet and Federal Laws require that all indoor tanners wear protective eyewear. Eyelids may not contain as much melanin as the rest of your body and therefore maybe more susceptible to overexposure. We offer either Peepers or stickers for Sale.

§ Lips- Lips may not contain melanin and therefore we suggest that every tanner wear a Lip Product that contains SPF25. This product is available and we recommend that all clients use it.
THE BEST OF ALL WORLDS: THE NEW ERGOLINE 650 HYBRIDE


“Let me show you the tanning connoisseur’s dream. It’s faster, gentler and more efficient than any other tanning unit.” While you’re walking, point out the other amenities. Bring their thinking back to tanning by saying, “We have taken the concept of high pressure tanning and expanded it to envelop your entire body.” As you walk into the room say, “This is the Ergoline Hybrid unit Earth’s most powerful, yet gentle tanning machine. The unit was designed to provide the best way of maintaining your color utilizing a combination of fluorescent lamps and Quartz lamps for a comfortable, gentle dark brown tan. When tanners reach a tanning plateau Ergoline reinvigorates the process. We definitely suggest that you tan at least every third to fourth session to see how it can deepen and even your tan. The unit has very sophisticated comfort creature controls and built in Air Conditioning.

As you finish describing the last unit, lead the way back up to the front. Walk alongside the client and say, “Our Star Packages are designed to allow you to use all of the equipment in the salon on any given day. It gives you complete flexibility. You owe it to yourself to review the incredible savings the bigger packages allow you, more than half off on the Brilliant Star


PREPARING FOR THE FIRST SESSION

Before taking the client into a room, determine how long the client should tan. Explain how you determine their exposure time (skin type, tanning history, amount of time since their last exposure to the sun, tanning goals, etc.). Explain to the client that he or she will need to purchase a pair of goggles or one time use stickers for the tanning session and the cost of each. Take a tube of Lip Defense and hand it to the client while asking them if they would like to go ahead and purchase this today to protect their lips.
Take the client into an available room and explain how to operate the bed, that there is a three minute preparation time; that music is available; and the purpose of the intercom system. See the Policy and Procedure for doing the In-Room demonstration.
After taking the client to their room, immediately sell them an SP1 in the computer and register the client to tan in the appropriate room and for the appropriate time.

There is a real reason you do not collect any money at this point. If the client pays before tanning, they can leave directly after the session. If they have not paid, most likely they will stop and talk with you some more. This gives you a better opportunity to discuss their experience, the Star Packages, etc ... and to SELL! SELL! SELL! This is money for both you and the company.

While the client is tanning, perform the following task:
§ Complete the tanning schedule card for the client based on the schedule that you recommended during the tour.
§ Enter the remaining client information in the computer from their New Client Tanning Information Sheet.

After the client tans, -take an interest- it is your bonus and commission and the clients happiness because they do look better- tell them, “You look super!” How did you like it? Here is the tanning schedule that I recommended to you earlier. (Orally review the schedule again, while pointing to the schedule on the card.)

“Now, let me explain the Star Packages.”

Do not stand behind the desk, it creates a psychological barrier.

When you sit with the client or stand openly with them, they perceive it as an informal relationship, one without pressure. (When you stand behind the desk, the perception is that you are “selling.”)

You will have more fun with the client in a relaxed setting, and in turn your sales will be better. If other customers need your attention, walk to the computer while still talking to the new client. Try to make everyone feel included in Solar Planet at all times. Creating an intimate atmosphere goes a long way to winning over new customers and keeping current ones happy because we do provide a better product and service.

The better you know this tour and the more product knowledge you have the more successful you will be. It’s fact!

Good Luck selling!