Tattoo studios are in vogue, also among customers. Because this very personal atmosphere without interruptions is quite something. But how do you create such a calm and relaxed atmosphere in a studio with 3, 4 or more workstations? It’s simple: with a store manager working from home.
Corona has massively boosted online business, including in the tattoo and especially the piercing sector. More and more appointments are being made via electronic channels: Messenger, WhatsApp, telephone, email, online booking. Simply dropping by and hoping you won’t have to wait long is out. Because let’s be honest: who likes to wait?
We have tried it out
We at Into The Light have taken advantage of this trend and actively expanded and advertised these communication channels (see “Getting appointments in at short notice”), so that around 3/4 of new appointments now come in via these channels. It was therefore an obvious choice for us to move this work to the home office of our counter staff.
Laptop, cell phone, call forwarding, done. Personal advice is then provided in the evenings by the artists or our trainee, as well as on Saturdays by our store manager, who now only has to make the long journey to work once a week. There is a sign on the counter outside consultation hours with a corresponding notice and a bell. Customers can still come into the studio at any time (now also unannounced again), but may have to wait until an artist takes a break.
Expectations were exceeded
And what can I say: the effects are consistently positive and have even exceeded our expectations:
- Better availability
It is now easy for our store manager to quickly scan the messages in the morning for any important information (cancellations, replacements for last-minute cancellations, templates for drafts, etc.). Missed calls are also quickly checked and called back if necessary. And all while enjoying a nice cup of coffee on your own terrace with a view over the Black Forest. - More service for customers
Customers had no problems with the new consultation times from day one. The ability to book smaller tattoos, Wanna-Dos, follow-up appointments etc. from the comfort of their own home without having to make an extra visit was (almost) everyone’s favorite. If a customer prefers a personal consultation, they will of course be given an appointment – no problem. - Pleasant silence in the studio
It makes a huge difference when the phone suddenly stops ringing in the studio while you’re working. Peace and quiet! There is no longer someone standing at the counter every 10 minutes. At the same time, you know that all inquiries are answered professionally in the background. The working atmosphere is now completely different, and both the artists and the customers appreciate that. - Better working conditions for the store manager
Our store manager’s feedback on this approach has also been extremely positive. She can now deal with the many customer inquiries in a much more concentrated manner, one after the other. Previously in the studio, she was often faced with several inquiries at the same time (customer on site, telephone, enquiry from tattoo artist, others already waiting…). She is also much more flexible in her working hours and can better combine family, household and work. It’s important to take time off when you don’t answer the phone (program quiet mode!) and don’t answer any inquiries. Otherwise, customers expect you to be available even at 23:35.
Interesting options for large and small studios
This approach offers interesting possibilities for both small and large studios. Individual artists can be supported by their partners from the comfort of their own homes, while large studios can make use of experienced employees who would otherwise be unavailable due to family and household commitments.
Note prerequisite
There are a few requirements that need to be met for this to work:
- Store manager is well trained
Your store manager can only really help you and your customers if he/she is well trained and knows the special features of the respective artists. Such training can only take place on site in the studio and, very importantly, you should take the time for it! - Everyone works with one system
This no longer works with paper calendars. Even simple electronic calendars will quickly reach their limits (images for appointments, managing appointment deposits, online bookings, …). A smooth process only works under the condition: “Customers, projects, pictures, appointments: Everything in one place”. Kisscal at 😉.
Be the Change!
The industry is changing, everyone is feeling it by now. Admittedly, you don’t have to go along with every change, but I can only recommend this change to everyone.
Yours
