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Issue link: https://smarttan.epubxp.com/i/230394
MEMBER OF THE MONTH GREAT EXPECTATIONS To maintain such a high level of customer service, Robin and Tracey expect a lot from their staff. Each team member has a vital role in the success of the businesss. From opening and closing to performing spray tans, staff members are trained to perform each of their job duties to the best of their ability. Robin has her Master's certification from Smart Tan, and she arms her team with knowledge by putting them through the Ambassador program and spray tan training. But the education spans far beyond the walls of PooleSide Tan — one of the employees is pursuing a cosmetology license, and another is hoping to be a bigger part of the business when she graduates from school. Robin's good fortune of having self-motivated employees means they are always learning new things that could help the business in the future. 25 ❘ SMART TAN MAGAZINE ❘ SmartTan.com "I might be strict, but I expect each client to have the ultimate tanning experience," says Robin. "We have a regimen for how we do things, and I expect my employees to be able to recommend lotions and exposure times based on their knowledge. And whether one or 50 people have been in a tanning room, I expect it to look perfectly clean every time." To provide that sense of consistency, Robin organizes the schedule so that there is always someone with the right expertise. Each shift will include a certified spray tan technician as well as a shift manager who is Ambassador trained, and all of their bed cleaners go through Smart Tan's Sanitation Training. This way, employees have a specialized area of expertise that relates to the job duties for which they are responsible. But creating the ultimate customer experience means that no one is left in the dark. By having regular lotion trainings and cross training her staff on different positions, she creates an environment where everyone can lend a helping hand. "For me, I very passionately feel that in order to give the right customer experience, everyone should know everything in the salon whether it's their role or not," she says. Webinars, lotion trainings, certifications, checklists and cross-trainings seem like a lot to keep up with, but the right incentives are there to keep the staff motivated. PooleSide employees earn generous commissions on packages, lotions and EFT sales. And to make those sales happen for her team, she helps them learn the right probing questions to most accurately meet the needs of their clients. Sometimes she'll