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SMART MANAGEMENT Customers First, Money Follows Six customer service phrases to live by In indoor tanning businesses, bad customer service can quickly overshadow any products Ashley Laabs, Editor, or services Smart Tan Magazine on the menu. Sometimes, it's as simple as posture, tone of voice, or using the wrong wording with a client who is on the edge of meltdown. Other times, it goes completely unnoticed how employees and owners alike fail to unlock the intense loyalty of their happy customers with just the right words. For a quick and costless way to fine-tune your customer service, consider these common phrases and the impact they can have on your business: "Thank you for coming in. How can I make today better for you?" Customers enjoy the feeling that something is being done specifically for them, which is why servers who use the phrase "for you" get tips that are up to 12 percent larger. And don't wait until a customer is leaving or purchasing to thank them for their business – share your gratitude immediately. By letting them know 65 ❘ SMART TAN MAGAZINE ❘ SmartTan.com that you acknowledge and appreciate them before any money is spent, customers will feel happier and more trusting. know. Indicating that you are glad to help or would find pleasure in knowing the answer yourself helps ease the tension in situations where the person at the counter cannot "I can take care of that for you." The solve the problem him/herself. simplest problem solving takes place when the person at the counter is "I understand how you feel." empowered to make some decisions. Sometimes, all a customer wants is Of course, these issues should still to be heard, so hear them out! Listen be documented for future reference to what they are saying and put and accountability, but everyone yourself in your shoes. Most of the loves immediate gratification. time, you'll be able to comprehend When your employees can solve the why they are disgruntled, so tell them problem immediately, don't miss an that you're on the same page, and opportunity to let customers know that you'd probably have the same that the solution will be easy and fast. reaction. After diffusing that initial disappointment, get on their side by "I don't know, but I am happy to committing to finding a solution. find out." This works on multiple levels. Instead of spouting potentially "Thank you for bringing this to our incorrect, and therefore unhelpful, attention." Having good customer information prefaced by "I think," service means the same problem doesn't tanning consultants should take happen twice. When a customer has the accountability for the fact that they courage to speak up about a problem aren't quite sure. It's okay not to they have experienced, it is deserving What's the scoop? of thanks. For that one person who brought it up, there may be 10 more who didn't. Always convey that these issues are important to you, that you want to find a solution together, and that you are taking steps so that this never happens again. "My pleasure," or, "I'm glad I could help." When a customer thanks you, one of the worst things you can do is say, "No problem." Despite the literal meaning of this phrase, it can make customers feel like they have been bothersome or have inconvenienced your staff in some way. Instead of responding so casually, reciprocate their thanks and show them that it makes you happy to be of service to them. Fire up your customer service by keeping the customer as the center of your universe. Using these customercentric phrases, you will find that the numbers (and dollars!) will follow. Support Small Business Looking for some easy publicity? Feature a non-competitive local small business on your Facebook page once a week. Before you post about a business, get in touch with the people there to see if they would be interested in returning the favor! You can help customers support local businesses by coming together and supporting each other.