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Turbo Girl · 06-24-2014, 01:21 PM

Also, on how to handle the situation, I would:

Call her and the other customer she "tainted" and ask them come in so you can make the situation right since customer service is of the utmost of importance in your salon. Remember, this is what is supposed to set you apart from other salons.

When they come in, grab the bottle and show them that the 18 symbol on the bottle shows the bottle is clearly nit expired even if the date on the bottom is the manufactured date. Further explain that is why you go through a distributor, rather than on-line to ensure the quality of your product as they maintain proper expiration dates and temperature.

Let them know that you understand if they no longer want the bottle and that you would be more than happy to exchange the bottle for tans since you are unable to resell the bottle since it has been contaminated. I am assuming you have a no refund for lotions sign in place?

Do not post on facebook and create more drama for those that have no idea about this issue. This way you fix your word of mouth problem with these 2 other customers before it goes viral. If you do this they will understand that you really care about their patronage and become very loyal customers. After you explain the correct expiration on these bottles, they may even elect to keep them. In that event, just add a free tan for each for their trouble.

In business, it's not about being right, it's about negotiating terms that make them feel that you actually care and it will bring you more customers in the long run!

06-24-2014, 01:21 PM	#6 (permalink)
Turbo Girl Join Date: Feb 16 2009 Location: Alaska Posts: 626 Rep Power: 16	Re: Unwarranted Customer Complaint Also, on how to handle the situation, I would: Call her and the other customer she "tainted" and ask them come in so you can make the situation right since customer service is of the utmost of importance in your salon. Remember, this is what is supposed to set you apart from other salons. When they come in, grab the bottle and show them that the 18 symbol on the bottle shows the bottle is clearly nit expired even if the date on the bottom is the manufactured date. Further explain that is why you go through a distributor, rather than on-line to ensure the quality of your product as they maintain proper expiration dates and temperature. Let them know that you understand if they no longer want the bottle and that you would be more than happy to exchange the bottle for tans since you are unable to resell the bottle since it has been contaminated. I am assuming you have a no refund for lotions sign in place? Do not post on facebook and create more drama for those that have no idea about this issue. This way you fix your word of mouth problem with these 2 other customers before it goes viral. If you do this they will understand that you really care about their patronage and become very loyal customers. After you explain the correct expiration on these bottles, they may even elect to keep them. In that event, just add a free tan for each for their trouble. In business, it's not about being right, it's about negotiating terms that make them feel that you actually care and it will bring you more customers in the long run! __________________ [SIGPIC]