Glo Tanning Customer Service — Professional Operations Guide

Overview and customer service philosophy

Glo Tanning customer service should be built on a clinic-style model: safety first, clarity second, convenience third. Every interaction is an opportunity to reassure clients about skin safety, tanning outcomes and aftercare. A professionally run front desk and digital channel reduce liability, increase retention and convert first-time visitors into recurring customers.

Adopt measurable promises: publish response-time service level agreements (SLAs), show transparent pricing and post-treatment care, and standardize consent and contraindication checks. That clarity lowers complaints and supports measurable targets such as 90%+ CSAT and first-contact resolution above 80%.

Channels, hours and contact templates

Offer at least three customer access points: phone, in-person and an online booking portal. Example operating hours: Mon–Fri 8:00–20:00, Sat 9:00–17:00, Sun 10:00–16:00. Publish a main contact phone number (example format): +1 (555) 123-4567 and a dedicated support email such as [email protected]. Use a single primary website domain for bookings and FAQs: https://glotanning.example (sample URL).

Display a physical location template on your site so customers find local branches: “Glo Tanning — Sample Studio: 123 Glow Street, Suite 200, Austin, TX 78701 (example)”. Make cancellation/reschedule policy and price list visible on the same page to reduce inbound calls: list appointment duration in minutes, modality (UV booth, spray, facial), and price.

Performance metrics and KPI targets

Track a compact KPI set weekly and monthly. Core metrics should include: average phone wait time (<30 seconds target), email response time (<2 hours weekday goal), CSAT (customer satisfaction) score target 90%, Net Promoter Score (NPS) target ≥50, first-contact resolution ≥80%, and no-show rate 5–10%. Monitor bookings by channel: target 50–70% online bookings to minimize front-desk load.

Operationally, measure utilization and revenue per available hour: example target throughput is 6–8 single-booth appointments per operator per day, average ticket size $35–$75 (sample), and monthly retention rate target 60% for membership holders. Use rolling 90-day windows to spot seasonality and run corrective experiments.

Complaint handling, refunds and escalation

Design a three-tier complaint workflow: frontline resolution, supervisor review, and formal escalation. Frontline should resolve or acknowledge within 1 hour (phone) or 24 hours (email). If the complaint requires a technical review (e.g., skin reaction), escalate to a clinical lead with a 48–72 hour investigatory window and document findings in the CRM.

Sample refundable/cancellation policy (illustrative): free reschedule up to 24 hours before appointment; cancellations within 24 hours incur 50% charge; no-shows charged full session. For outcomes disputes offer a remediation package—one complimentary follow-up session or partial refund (e.g., 50% of session cost) if the clinical review finds service fault. Keep policy examples posted and require written consent to acknowledge understanding.

Training, scripts and quality checklist

Frontline staff need a 3-tier training curriculum: initial onboarding (40 hours), clinical contraindications and product knowledge (8 hours), and monthly refreshers (2 hours). Include role-playing, mock complaints, and a 10-point safety checklist to validate competence before solo shifts.

• Phone opening script (example): “Good morning, thank you for calling Glo Tanning. My name is [Name]. How can I help you book or prepare for your session today?”
• Booking confirmation script: “Your appointment is confirmed for [date/time]. Please arrive 10 minutes early and complete the intake form online at [link]. If you need to cancel, notify us 24 hours in advance.”
• Pre-treatment verbal checklist: “Have you used tanning products in the last 48 hours? Any medications, recent skin procedures, or pregnancy?”
• Complaint triage phrase: “I’m sorry you had that experience. I will log all details, escalate to our clinical lead, and we will get back to you within 48 hours with a resolution plan.”
• Follow-up close: “Can I confirm the best phone and email? We’ll log this in your record and update you by [time/date].”

Quality checklist (operational) and measurements

• Confirm appointment within 24 hours via SMS or email; include pre-visit guidance and intake link.
• Perform and document consent, skin-type classification, contraindications, and patch test if indicated.
• Record product/solution lot numbers for spray/chemical services and staff operator ID for traceability.
• Collect CSAT via single-question survey 24–48 hours after service and log NPS quarterly.
• Audit 5 random sessions monthly with a checklist: timing, safety steps, client briefing, post-care instructions.

Technology, CRM and data capture

Use a CRM that integrates bookings, POS, intake forms, and incident logging. Minimum data fields: name, DOB, contact, skin type, treatment history, consent timestamp, operator ID, and notes. Automate appointment reminders via SMS at 72 and 24 hours to reduce no-shows; industry practice shows reminders can cut no-shows by up to half (sample expectation).

Enable a dashboard for real-time KPIs and exportable incident logs for insurance/legal review. Store audit trails for at least 3 years for clinical/insurance reasons and keep exports monthly for easy reconciliation. Link loyalty and membership accounts so frontline staff can see tenure and LTV at a glance.

Pricing structure and example offerings

Publish clear tiered pricing (example figures): Single UV booth session $25–35, Spray tan single $45, Facial bronzing $55, 10-pack booth sessions $199, Monthly membership $59 (unlimited booth minutes cap applies). Keep tax handling, gratuity policy and refund rules visible at booking and at the front desk to reduce disputes.

Offer packaged remediation policies: if a client reports an adverse effect within 72 hours, schedule a complimentary clinical review and document remediation decision. Keep a small courtesy credit reserve (e.g., 0.5–1% of monthly revenue) to resolve valid customer issues quickly without lengthy approvals.

Measuring success and continuous improvement

Hold a monthly customer service review: review top 10 complaints, NPS trend, no-show rate, and a sample of recorded calls. Apply a simple root-cause approach—ask why five times—to drive corrective actions. Track the impact of each change over a 90-day window and keep a prioritized backlog of process improvements.

Use mystery shoppers quarterly to validate compliance and staff demeanor, and publish internal KPIs to teams to encourage ownership. Continuous improvements that reduce complaints by 25% and improve retention 10–20% annually are realistic targets when systems, scripts and training are consistently applied.

How much is Glo Tanning a month?

Experience all access tanning and spa services with Glo’s LUXURY package at $69.95/month, only $2.26/day.

How do I cancel a service on Glo?

You can also cancel your Glo subscription using your mobile device by following these steps:

1. Log in to Glo.com through a web browser (Chrome, Safari, Firefox, etc.).
2. Tap the three-line menu icon in the top left corner.
3. Tap “Settings.”
4. Tap “Payment.”
5. Scroll down and tap “Cancel your account.”

How do I cancel my membership at Glo Tanning?

How can I cancel my account? Please submit a contact request here. Note: Cancellations are never accepted in person at glo locations, and must be submitted by the 20th of the month. Cancels and freezes submitted on the 1st will not reverse payment for that month, but will be effective for the next month.

How much does Glo Tanning pay per hour?

Average Glo Tanning hourly pay ranges from approximately $11.44 per hour for Spa Associate to $23.71 per hour for Spa Team Leader.

Does Glo Tanning have a 24 hour policy?

Here at Glo Tan you must wait at least 24 hours before tanning again. Why is a base tan important? Moderate exposure to UVB helps to develop a natural barrier in the skin to protect the body from excessive UV light. UVB stimulates the production of melanin, which then surrounds the core of cells to protect DNA.

How do I cancel my Glow membership?

Select Billing and locate your subscription plan at the bottom of the page. Click Change Plan and Cancel Membership. Your membership will be cancelled and your access will be removed at the end of your current payment period.