Bronze Baxx HOW TO by bronzebaxx

How To Guide

Sunshine In Human Form

• Remember you are to leave your personal lives at the front door

• We affect so many other people in a day

Confidence

Core Values

• Everything we do at Bronze Baxx is around building confidence

• Saying kind things to each other (staff) and our guests, and your self!

Next Level Customer Service

• We remember our WHY – we are here to take care of people for a small part of their day, that sets them for the rest of their week etc

No Drama

• We aren’t dramatic with each other

• We have a 24-hour rule – sit on a situation for 24 hours before emailing your manager

• When situations with guests arise – we aren’t dramatic

• If things go wrong in studio (computers, leak in the studio etc) We aren’t dramatic, we are calm and collected and communicate

Trust

• You work for a family, in a small business and have a lot of Trust

• It is your job to keep it – in doing small things to build trust

• We trust that when you are working on your own you are exemplifying core values 100% of the time

Core Values

Professional

• We are professional with Management – emails, scheduling

• We are professional with each other (getting a shift covering shifts max 1 every 3 months)

• We are professional in how speak with guests and operate the location

Self-Care

• It is important that all employees take care of themselves

• We operate better when we take care of ourselves, and all of the other 5 values fall into place when this happens

How to Purchase a Gift Card

• Pull up Sunlync profile “WALK IN RETAIL”. All gift cards are always sold under walk in retail profile!

• Hit Misc. button and scroll down to Gift Certificate

• Enter the 4 digit ID # and $ amount of GC, and hit save. The ID is the Access Code printed on the back bottom right hand corner of the GC.

• On Clover - Make a sale for the $ amount of the GC. Take payment prior to processing the GC sale to ensure it goes through. Once the sale is complete:

• Select the AckrooApp button on the Clover and select either scan or swipe card

- once scanned/swiped it will ask you to reload the GC. Enter the $ amount and hit FUND.

• At this point, it will ask for an Access Code, this is the AckrooApp code - 2015.

• Enter the code and the screen will automatically refresh. Card is loaded and press done.

How to Redeem a Gift Card

• Once you are ready to take payment, select payment type in Sunlync and scroll to Gift Certificate.

• Enter the ID # (access code on the back of the card) and hit FUND. This will automatically subtract the $ amount of the gift card off the total owing in Sunlync.

• On Clover - hit SALE, type in the total sale amount (before the GC $ amount was taken off in Sunlync), bypass the tip and hit the AckrooApp button.

• Once you swipe the GC, Clover will show you the amount on the card and that it has been redeemed.

• Hit done and if there is a remaining balance to your sale, the following screen will show you the remaining balance. Hit done once more and it will take you to the sale screen to process the $ difference.

*IMPORTANT* - Once the card has been used and has no remaining balance, it is not to be given back to the guest. Take the card and put it in your promo folder.

How to Run T-Maxx Manually

There are 3 cords plugged into the right side of the TMAX MANAGER to set it up manually.

• Unplug top cable (cream or black colored with two little screw attachments) unscrew and unplug this cord.

• Unplug the second black main power cord.

• WAIT 20-30 SECONDS.

• Only plug back in the second black main power cord and not the screwed in first cord.

• After plugging back in this cord - it will take 1-2 minutes to reboot and reconnect with all service rooms. Once you see numbers appear on the red display, you are now able to set guest services by using the grey set button to select the # of minutes for session. The blue button will start the timer delay for the guest.

• You will manually need to track # of minutes guests are using in their MindBody appointment slot, or on a piece of paper. We will deduct sessions/minutes once Sunlync is up and running again.

• Once you are able to reconnect the TMAX, so you can communicate with Sunlync again, you will need to plug the cream/black screwed in first cord into the TMAX MANAGER again.

How to Turn Clover to Data & Wifi

How to Turn Clover to Data

It is extremely important the Clover Device is charging when not in use - in order to check this, when you place the Clover on the charging base, a lightning bolt symbol appears inside the battery icon on the top right-hand side of the device. If this does not appear, it is not charging. You will need to check the cables are secure on the charging base. Alternatively, you can charge the Clover using the USC cable provided, the outlet is located on the back of the Clover device.

& Wifi

If the Clover is charged but not working, this could be due to internet issues/loss of connection. You can setup the Clover to run off CELLULAR DATA. By swiping down the top right side of the Clover screen where you see the Wi-Fi symbol, you will see an option to disable Wi-Fi and switch to cellular data.

VERY

IMPORTANT

Once internet connection is restored, please ensure you switch the Clover device back to using Wi-Fi and turn off cellular data.

How to Sell a Pass

1. Once confirming the pass details, features, and highlights, have the guest fill out the Clever Waiver – All Access Pass Signup and choose the appropriate pass including the amount. Confirm this waiver is received on your end prior to moving forward.

2. Ensure the guest details are all correct, including the address, phone number and email. This information must be gathered to ensure it matches up with the billing information for MTS. Under “F7 Membership” tab in Sunlync choose the ‘Legacy’ rates + appropriate pass. (Lifestyle, Spa & Wellness, etc.) To make sure you have chosen the correct option, there should be a $49.00 beside the new signup pass one you need to select.

3. On the right side of the screen, it will display the “Draw Date” – you will choose the day of signup as today or if the guest requests a specific date, do that date instead and Sunlync will automatically pro-rate the amount for you.

4. Click “Get New Token” and enter the payment information as seen on the Clever Waiver form. If their payment information matches up, the numbers will turn green and you will hit “Save Account Number”

5. This will take you back to your sale screen with the membership amount displayed. If the guest chose to have their payment date different from the day they come in, the pro-rated amount will be displayed and you MUST let them know the full amount of the pass will come out on their selected date.

6. All products will automatically be discounted at 30% off, day of signup so no further discounting is required. Once you have the total purchase amount, the guest is welcome to pay with whatever method they would like – this does not have to be the same method they are using for their reoccurring pass payments.

How to Supercharge the Infrared Sauna

How

to Supercharge Infrared Sauna

In case the sauna is not as hot as usual (135-160 depending on the studio location) there is a way to supercharge this service that takes about 5-8 minutes. This should help in the event that the door is left open, or the sauna disconnects and isn’t turned on in the morning.

1. Power off the sauna

2. Hold down the + temperature button until the screen displays ‘05’ (about 15 seconds)

3. Use the + temperature button to set it to ‘15’

4. Power the sauna back on

Passes FAQ

Cancellation – If a guest is looking to cancel their pass, please provide them with the sheet detailing Amy’s email located in the front desk of each studio and advise them that Bronze Baxx requires 14-day notice to cancel.

(Amy – allaccess@bronzebaxxtanning.com)

Upgrade – If a guest is looking to upgrade their pass, they must fill out the change of pass form with all required information and pay the difference between the passes. (Base rate difference is charged this DOES NOT include the GST amount – for example if someone is on a Founders Sunbed & Booth Pass ($99) and is upgrading to a Legacy Lifestyle Pass ($159) the in store paid difference would be $60 + GST.) We do not pro-rate this change of pass amount.

Please be sure to advise the guest that their payment date DOES NOT CHANGE and if their payment date is scheduled for a few days from now, the full amount of the new pass will still come out.

Downgrade – If a guest is looking to downgrade their pass, they must fill out a change of pass form with all required information and give us 14 days’ notice to accommodate this. They are welcome to use all services included on their current pass until the new pass/ payment is in effect.

Passes FAQ

Change of Payment – The guest must fill out the change of payment form, please be sure this is received on your end through Clever Waiver. You must email Amy directly to let her know this change is being made on this guests account.

Passes FAQ

Coming Off Hold – If a guest’s pass is currently on hold and they would like to come off, they will pay the full amount of the pass in store prior to using services. As the payment date does not change, for example if a guest comes in 5 days prior to their payment date, they will pay the full amount of the pass to come off hold in store and then a second regularly scheduled full payment will come off their payment method of choice.

Termination – If a pass has been terminated due to lack of payment for 3 months, there will be a note left on account from Amy advising of the guest’s options going forward. They are no longer allowed on a pass and may only purchase single sessions or minute packages. UNLESS they are willing to pay the outstanding amount which will be noted in their guest comment section of their Sunlync profile. Once paid, they would be required to fill out a new pass signup form, along with the first month’s payment as any regular pass signup.

How To Address Our No Children Policy

How to Address Our No

Children Policy

Bronze Baxx has a no kids policy in place for all studio locations for any children under the age of 18.

Please greet the guest with a friendly and normal greeting, and proceed with the following:

Baxx Babe: “I see you have a little one with you today! We do have a no kiddos policy in studio as we are not equipped to accommodate little ones while you’re in a service. This is due to us being away from the front desk, and we would feel terrible if something happened to your little one. I’m happy to rebook your “______” We are also open late on weekdays, as well as both days on the weekend! When would you like to come back?”

Please ensure to spin this situation positively and add a note to the Sunlync profile to ensure other team members are aware this guest has been made aware. Please also refrain from using words such as “Kid, Child, Children, Babysitting/Babysitter and I’m

sorry” as this ensues a negative reaction. We have this policy in place to ensure everyone is taken care of and safe in a Bronze Baxx studio environment.

How To Handle a Complaint

How to Handle a Complaint

Each situation is different and we recognize the importance of handling each guest complaint differently, but for majority of guest complaints please proceed with the following:

Baxx Babe: “Thank you for your feedback, we of course value this. I will pass this along to management!”

When an apology is warranted, please provide one but our main goal is to make sure the guest feels like their concerns are being listened to and heard and that we’re not over apologizing. For example – if a guest has to wait longer than usual for a service, using a phrase such as “Thank you so much for your patience!” instead of “So sorry about the wait!” allows them to feel heard with their concern.

Not every situation requires attention from Kelsey but if a guest would like further communication in regards to their complaint/concern, please confirm the guest’s contact information and send Kelsey an email directly with the details and if the guest would like to be followed up with. This can be communicated in your EOS email!