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T WITTER MY F A CEB OOK INDUSTRY NOTEBOOK What's your salon's secret for making sunless tanning a profitable part of your business? Image Sun Tanning, D'Iberville, MS - Hosting in-salon airbrush parties! Focusing mostly on ladies nights, wedding parties and homecoming/prom season. Cathie Bal - We find that having staff occasionally spray tan is great advertising! When customers comment on how wonderfully tanned they are, they tell clients it's from regular UV tanning, complimented with a spray tan! Karen Piccirilli Thorup, Bronze Lotus - At Bronze Lotus Tanning & Day Spa we offer single airbrushed tans for $35 and pre-paid packages of three for $90. Most people go for the [package] so they can save money and keep their tans longer. Rick Austin, Always Tan What's the best advice you have for dealing with angry customers? Mike Scarlett - I had a customer upset that I would not allow [her to] go into a bed for 20 minutes when she was a skin type 2, almost 3. I advised her that it is the law and that the liability of me doing that could put me a great risk of poten- tial fines. She understood and said that it is actually comforting to know that we follow the rules and safety guidelines. Amy Richman - Listen to them without saying anything, let them say what they need to say and then nicely (not sarcasti- cally) ask them what would make them happy or what they would like you to do to fix the situation. Often, a customer just wants someone to listen to them and the frustration of being ignored leads them to demand outrageous things. If you let them vent and calm down, that may be all they need. Or they will tell you what they want, and you can then decide if it is viable to give them or not. If what they want is not viable, offer a suggestion that is comparable in some way. Emily Ann - Kill them with kindness! Sonya Bright, Tantini Tanning Bar - I would handle an angry client as follows: First things first, communicate to your client that your are personally going to deal with the issue ASAP. Let them know their loyalty and business is greatly appreciated and the matter is going to be resolved promptly. In the meantime while this conflict is being remedied, offer- ing something as small as a free upgrade and lotion sample can work wonders. Our clients are our livelihood and some even like family. Treat them accordingly. "Our mobile spray booth is our biggest form of advertising. It's a 37-foot billboard for sunless tanning. We get calls everywhere that trailer goes: the university, bridal shows, all around town." (Turn to page 75 for more information about boosting VXQOHVV WDQQLQJ SURÀWV 29 SMART TAN MAGAZINE [ SmartTan.com