Customer Management

SunMule's customer management system helps you build stronger relationships with your clients while streamlining operations across all your locations. Unlike traditional salon software, SunMule customers exist at the business level—not tied to individual salons. This means customers can visit any of your locations and staff can instantly access their complete profile, visit history, and preferences from any salon in your network.

Customer Profiles

Comprehensive Customer Information

Basic Information:

• Name, contact details, and demographics
• Emergency contact information
• Preferred communication methods
• Birthday and special occasion tracking

Service Preferences:

• Preferred tanning bed types and settings
• Service history and patterns
• Skin type and safety considerations
• Allergies and health considerations

Account Information:

• Membership status and details
• Payment methods and billing preferences
• Package balances and expiration dates
• Account credits and outstanding balances

Profile Management

Creating New Customers:

1. Collect basic contact information
2. Set up initial service preferences
3. Configure payment methods
4. Establish safety and health guidelines
5. Create login credentials for self-service

Updating Customer Information:

• Real-time profile updates during visits
• Customer self-service profile management
• Automated data validation and verification
• Privacy controls for sensitive information

Visit and Session Tracking

Session History

Detailed Visit Records:

• Date and time of each visit
• Services received and duration
• Equipment used and settings
• Staff member who assisted
• Payment information and receipts

Usage Patterns:

• Visit frequency analysis
• Preferred time slots and days
• Seasonal usage patterns
• Service preferences over time

Safety Monitoring

Tanning Safety:

• Session frequency tracking
• Skin type compatibility monitoring
• Maximum exposure guidelines
• Safety waiting periods between sessions

Health Considerations:

• Medical contraindication tracking
• Medication interaction warnings
• Pregnancy and age restrictions
• Emergency contact accessibility

Membership Management

Membership Types

Unlimited Memberships:

• Monthly unlimited tanning
• Different tier levels (basic, premium, VIP)
• Additional service inclusions
• Guest privileges and discounts

Package Memberships:

• Prepaid session packages
• Flexible usage timeframes
• Rollover and extension options
• Family and group packages

Specialty Memberships:

• Specific service memberships (spray tan, red light)
• Seasonal memberships
• Corporate and group memberships
• Student and senior discounts

Membership Administration

Enrollment Process:

1. Membership consultation and selection
2. Payment method setup and verification
3. Membership agreement and terms
4. Welcome package and orientation
5. Account activation and access setup

Ongoing Management:

• Automatic billing and payment processing
• Membership renewal notifications
• Upgrade and downgrade options
• Pause and freeze capabilities
• Cancellation processing

Customer Self-Service

Online Account Access

Account Portal Features:

• View and update personal information
• Check membership status and balances
• Review visit history and receipts
• Manage payment methods
• Update communication preferences

Mobile Accessibility:

• Mobile-optimized account access
• Quick check-in capabilities
• Appointment notifications
• Balance and status updates

Self-Service Booking

Appointment Scheduling:

• Real-time availability viewing
• Preferred time slot booking
• Recurring appointment setup
• Cancellation and rescheduling

Booking Preferences:

• Favorite equipment selection
• Preferred staff member requests
• Special accommodation notes
• Automatic reminder settings

Communication Tools

Automated Messaging

Appointment Reminders:

• Customizable reminder timing
• Multiple communication channels (SMS, email)
• Cancellation and rescheduling options
• No-show follow-up messages

Account Notifications:

• Payment due reminders
• Membership expiration alerts
• Package balance notifications
• Special promotion announcements

Personal Communication

Direct Messaging:

• Staff-to-customer messaging
• Appointment-specific communications
• Service recommendation sharing
• Issue resolution coordination

Marketing Communications:

• Targeted promotional messages
• Birthday and anniversary greetings
• Referral program invitations
• New service announcements

Customer Analytics

Individual Customer Insights

Customer Value Analysis:

• Lifetime value calculation
• Average visit value
• Service preference trends
• Spending pattern analysis

Engagement Metrics:

• Visit frequency and consistency
• Membership utilization rates
• Self-service usage patterns
• Communication response rates

Segmentation and Targeting

Customer Segments:

• High-value customers
• Frequent visitors
• Seasonal customers
• At-risk customers (declining visits)

Targeted Campaigns:

• Segment-specific promotions
• Re-engagement campaigns
• Upselling and cross-selling opportunities
• Retention strategy implementation

Customer Service Tools

Issue Resolution

Support Ticketing:

• Customer complaint tracking
• Issue escalation procedures
• Resolution timeline management
• Follow-up satisfaction surveys

Account Adjustments:

• Billing adjustments and credits
• Service recovery procedures
• Membership modifications
• Refund processing

Quality Assurance

Feedback Collection:

• Post-visit satisfaction surveys
• Service quality assessments
• Facility and equipment feedback
• Staff performance evaluations

Continuous Improvement:

• Feedback analysis and trending
• Service improvement initiatives
• Staff training based on feedback
• Policy and procedure updates

Retention and Loyalty

Loyalty Programs

Points and Rewards:

• Visit-based point accumulation
• Purchase-based rewards
• Tier-based benefit programs
• Special occasion bonuses

VIP Programs:

• Exclusive member benefits
• Priority booking access
• Special event invitations
• Personalized service offerings

Retention Strategies

At-Risk Customer Identification:

• Declining visit pattern detection
• Payment issue early warning
• Engagement level monitoring
• Competitor activity awareness

Re-engagement Campaigns:

• Win-back promotions
• Personal outreach programs
• Service trial offers
• Feedback-based improvements

Compliance and Safety

Regulatory Compliance

Age Restrictions:

• Minors policy enforcement
• Parental consent management
• Age verification procedures
• Legal compliance tracking

Health and Safety:

• Medical contraindication screening
• Safety protocol compliance
• Incident reporting and tracking
• Emergency contact management

Data Protection

Privacy Management:

• Data collection consent
• Information sharing controls
• Data retention policies
• Right to deletion compliance

Security Measures:

• Secure data storage
• Access control implementation
• Audit trail maintenance
• Breach prevention and response

Best Practices

Customer Onboarding

1. Welcome Process - Comprehensive orientation for new customers
2. Safety Education - Thorough safety and health guidelines
3. Technology Training - Help customers use self-service features
4. Expectation Setting - Clear communication about services and policies

Ongoing Relationship Management

1. Regular Check-ins - Periodic customer satisfaction assessments
2. Personalized Service - Tailor services to individual preferences
3. Proactive Communication - Anticipate customer needs and communicate accordingly
4. Continuous Improvement - Use feedback to enhance customer experience

Data Management

1. Data Accuracy - Regular verification and updates of customer information
2. Privacy Respect - Honor customer privacy preferences and regulations
3. Security Maintenance - Implement and maintain strong data security measures
4. Compliance Monitoring - Stay current with regulatory requirements