HOW WE GLO BEYOND BEING JUST A TANNING SALON
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THE CLIENT IS OUR PRIORITY
THE CLIENT IS OUR PRIORITY
BY PUTTING THE CLIENT AT THE CENTER OF THEIR GLO EXPERIENCE WE CAN GIVE THEM A LUXURY, EXPERIENCE THAT MEETS THEIR NEEDS. EVERYTHING FROM OUR SALON ATMOSPHERE TO HOW WE WALK CLIENTS BACK TO THEIR SERVICES CONTRIBUTES TO BUILDING THIS RELATIONSHIP.
Always be a listening ear. Clients appreciate knowing that you’re genuinely interested in their lives and who they are as people—not just as customers. I’m honest with clients about my personal experiences and how Glo has positively impacted my life and well-being. By being transparent, clients often feel comfortable enough to open up as well. Listening to their stories usually reveals common ground or shared experiences, which helps build a strong personal connection.
-RHEGAN VANHOOZER, OXFORD SPA CONSULTANT
My advice to building client relationships is to check in on them like they are your family. Ask them how their day or week has been or if they have any fun plans for the weekend or for an upcoming holiday. Our job starts with getting to know their skin and how to help them find services but the relationship starts with getting to know them as a human being. Our job makes them feel good on the outside but a relationship makes them feel good on the inside too as they walk out our doors.
-EMILY CLEMENTS, OXFORD SPA CONSULTANT
THE NEW CLIENT EXPERIENCE
THE NEW CLIENT EXPERIENCE
EVERY NEW CLIENT THAT WALKS THROUGH OUR DOORS SHOULD BE WELCOMED TO THEIR ULTIMATE, LUXURY, SUN SPA, EXPERIENCE. EXPERIENCE IS WHAT MAKES GLO STAND OUT AND WHAT KEEPS OUR CLIENTS COMING BACK! AS YOU LEARNED DURING YOUR TRAINING IT IS CRUCIAL THAT EVERY CLIENT GETS A FULL NEW CLIENT EXPERIENCE.
THIS HELPS US SET THEM UP WITH A FEW IMPORTANT TOOLS FOR THEIR GLO JOURNEY THAT WILL HELP THEM ACHIEVE THEIR BEST GLO!
1. GUARANTEE THE CLIENT GETS KNOWLEDGE OF OUR SERVICES
1. GUARANTEE THE CLIENT GETS KNOWLEDGE OF OUR SERVICES
BY GIVING EVERY CLIENT A PERSONALIZED TOUR OF OUR SPA, YOU NOT ONLY ARE EDUCATING THEM ON THE SERVICES THAT WE OFFER, YOU ARE EXPLAINING HOW WE CAN HELP THEM MEET THEIR GOALS.
2. HELP TO ELEVATE THEIR RESULTS
2. HELP TO ELEVATE THEIR RESULTS
WITH OUR PERSONALIZED BUNDLES, YOU ARE SHOWING THE CLIENT HOW THEY CAN ACHIEVE THEIR BEST REULTS WITHIN OUR SERVICES.
3. START WITH A STRONG RELATIONSHIP ON DAY 1
3. START WITH A STRONG RELATIONSHIP ON DAY 1
BY TAKING THE TIME TO GET TO KNOW YOUR CLIENT, YOU ARE LAYING THE GROUNDS FOR A STRONG RELATIONSHIP THAT WILL HELP THEM TO TRUST YOU MORE FOR PRODUCT PURCHASES AND SERVICE UPCHARGES IN THE FUTURE. THIS TRUST IS ESSENTIAL TO BUILDING A STRONG RELATIONSHIP THAT BENEFITS THE CLIENT.
FULL NCE updated.mp4
ELEVATING THE PRODUCT EXPERIENCE
ELEVATING THE PRODUCT EXPERIENCE
WHEN SHOWCASING PRODUCTS FOR A CLIENT IT CAN BE STRESSFUL FOR THEM TO TAKE IN ALL OF THE OPTIONS. WE WANT TO MAKE SURE EVERY PRODUCT WE PULL FOR A CLIENT FEELS LIKE IT IS BEING PULLED FOR A PURPOSE.
THINK OF YOUR EXPERIENCE BUYING SHOES AT A FOOTLOCKER, VERSUS GOING TO A SPECIALTY STORE.
WHAT WAS DIFFERENT BETWEEN THE SPECIALIST AND THE COMMON STORE?
A COMMON DIFFERENCE IS THE ACT OF GRABBING YOUR OWN SHOE BOX FROM A STACK VERSUS HAVING AN EMPLOYEE GO SELECT YOUR SIZE FOR YOU. HAVING YOUR SHOE PULLED FOR YOU INSTANTLY ELEVATES THE EXPERIENCE, BUT ALSO MAKES IT HARDER FOR YOU AS THE CLIENT TO PASS UP ON BUYING THE ITEM.
THIS SAME IDEA APPLIES TO THE LOTIONS WE PULL FOR OUR CLIENTS, IF YOU AS THE CONSULTANT GRAB PRODUCT FRESH FROM THE CABINETS BELOW THE SHELVES IT MAKES THE CLIENT FEEL AS IF YOU ARE CURATING THE PRODUCT SPECIFICALLY FOR THEM. NOT ONLY DOES IT ELEVATE THE EXPERIENCE OF THE CLIENT YOU ARE CURRENTLY HELPING, IT ALSO HELPS TO ENSURE OUR SHELVES STAY WELL STOCKED FOR THE CLIENTS THROUGHOUT THE REST OF THE DAY.
Finding connections to help elevate someone's experience at Glo also comes from making conversation and getting to know your client on a personal level. When you know what their hobbies are or what they do for work, that helps you as the professional find ways to help them relax after all they've had go on in their day so they can go home or go about their day with the most confidence possible. Another great way to make those connections is too make sure the clients feels connected to us. To me this means; sharing my personal experiences with our services and products and how I felt about them, making sure they know about all our service equipment and exactly how to use them each time they come in, and making sure they like the products they're using and that they are seeing results with them. You make little connections with every little conversation that will keep you looping back to that client and make the client keep looping back to Glo.
-EMILY CLEMENTS, OXFORD SPA CONSULTANT
GOING BEYOND JUST TELLING CLIENTS FACTS ABOUT A PRODUCT AND BUILDING CONNECTIONS IS ANOTHER EASY WAY TO MAKE THE CLIENT FEEL THAT PRODUCT IS MORE WORTH THEIR MONEY. BUILD VALUE ON YOUR PERSONAL EXPERIENCES WITH TANNING LOTIONS AND SKINCARE PRODUCTS. WHAT HAS WORKED FOR YOU? WHAT HAVE YOU SEEN WORK FOR CLIENTS? WHY IS THIS PRODUCT GOING TO HELP THEM ACHIEVE THEIR GOALS?
REFERENCE THE SPA PROFILE OFTEN AND SHOW THE CLIENT WHY THIS IS THE PRODUCT THEY NEED.
I elevate a client’s Glo experience by asking thoughtful questions to understand their lifestyle, skin goals, and schedule. From there, I can recommend products and services that really benefit them.
One key piece of advice is to always listen to the client’s needs first. Taking the time to genuinely listen to the client’s needs and preferences builds trust and shows that you care about their individual goals.
-ASHLYN RUST, OXFORD SPA CONSULTANT
Seeing clients that you connected with, they start to remember your name and you remember their names as well. It becomes like a friendship if you look at it from more than just “this is just a client who bought things off of me” or “they come in all the time”. It builds trust and bonds you with clients who know you’re looking out for them and their health!
Look and ask for what the client is needing, not just how much you can get the client to buy. Relationships are built on trust and it’s hard to trust someone who doesn’t have your best interest at heart!
THE EXPEREINCE DOESN'T END AT THE COUNTER
THE EXPEREINCE DOESN'T END AT THE COUNTER
WHILE IT IS EASY TO LET REPEAT CLIENTS WALK THEMSELVES BACK TO THEIR SERVICE ROOMS, WE SHOULD NEVER ALLOW THIS TO HAPPEN. WALKING CLIENTS BACK TO THEIR SERVICE IS ANOTHER WAY WE ELEVATE THEIR GLO EXPERIENCE AND BUILD RELATIONSHIPS.
WALKING CLIENTS BACK TO THEIR SERVICE ROOM ALSO HELPS US TO GUARANTEE THAT EVERYTHING GOES ABSOLUTELY PERFECT DURING THEIR SESSION. FROM THE TIME YOU CALL THE CLIENTS NAME AT THE COUNTER THEIR IMPRESSION OF YOU AS A SPA CONSULTANT BEGINS. WE ALWAYS BEGIN BY CALLING A CLIENTS NAME LOUD, PROUD, AND WITH A SMILE. MAKE SURE THAT THEY KNOW YOU ARE HAPPY AND EXCITED TO HELP THEM!
IF A CLIENT DOESN'T IMMEDIATELY COME TO THE COUNTER, WAIT ABOUT 45 SECONDS BEFORE CALLING THEIR NAME AGAIN, THIS ENSURES IF A CLIENT IS LEAVING THE SERENITY ROOM THAT THEY DON'T FEEL AS IF YOU ARE TRYING TO RUSH THEM INTO THE SESSION.
ONCE THE CLIENT HAS COME TO THE COUNTER, CONFIRM WITH THEM WHAT SERVICE YOU ARE TAKING THEM BACK TO BEFORE SENDING THE SESSION ON SUNLYNC.
EX "ARE YOU READY FOR THAT TANNING BED?"
TAKING THESE FEW EXTRA SECONDS HELPS THE CLIENT TO BOTH FEEL AS IF YOU CARE FOR THEIR PRIORITIES AND HELPS TO ENSURE THAT WE DON'T HAVE TO REVERSE TRANSACTIONS IN SUNLYNC.
THE WALK BACK TO THE SERVICE ROOM IS A GREAT CHANCE TO MAKE SMALL TALK WITH THE CLIENT.
NOTICE THAT THEY'RE IN A SERVICE ROBE? ASK HOW THEIR LAST SERVICE WAS.
IS THIS THEIR FIRST SESSION OF THE DAY? ASK HOW THEIR DAY HAS BEEN SO FAR.
MAKE THESE MOMENTS TO SEE THEM AS A PERSON NOT A CLIENT, THAT WAY THEY'LL SEE YOU AS A PERSON NOT AN EMPLOYEE.
ONCE YOU GET TO THE SERVICE ROOM, IT IS IMPORTANT THAT WE GET THEIR SESSION SET UP FOR THEM. WE ARE A LUXURY EXPERIENCE, THE CLIENT SHOULD ONLY HAVE TO THINK ABOUT THEIR RELAXATION, NOT WORRYING ABOUT THE SETTINGS ON A TANNING BED.
TAKING A CLIENT BACK TO A LUXURY UV BED? WE ALWAYS SET THE INTENSITY FOR THEM
TAKING A CLIENT TO THE SKIN WELLNESS PRO? WE ARE GOING TO CUSTOMIZE THE PROGRAM TO THEIR NEEDS. HOW MUCH FACE AIR DO THEY WANT? HOW INTENSE DO THEY WANT THE VIBRATING BED?
TAKING A CLIENT TO THE SPRAY BOOTH? WE ARE ALWAYS GOING TO LET THEM KNOW WHERE TO FIND THE HAIRNET, MAKEUP WIPES, BARRIER CREAM, AND POSITIONS ON THE WALL.
TAKING A CLIENT TO THE WAVE? WE ARE GOING TO SET THE MASSAGE PROGRAM, LIGHT THERAPY, AND AROMA FOR THEM.
OUR LAST WORDS TO THE CLIENT BEFORE LEAVING SHOULD ALWAYS BE TO ASK IF THEY HAVE ANY QUESTIONS. MAKE THEM KNOW THAT YOU CARE ABOUT THEM HAVING THE BEST SESSION POSSIBLE.
TO END THE INTERACTION, WE WILL ALWAYS CLOSE THE SERVICE ROOM DOOR FOR THE CLIENT, ENSURING THAT THEY HAVE FULLY LATCHED.
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