Refund or discount - tanTALK

OhSoTan · 03-12-2003, 07:19 AM

I need your help.

A customer purchased a lotion with bronzer and has used half the bottle. The last time she came in, she told me she doesn't like it; She absolutely hates it because it stains her clothes.

I've been thinking about what I should do. She didn't ask for an exchange or refund but thought it would be of good service to offer her something. She continues to use it anyway.

What should I do in a case like this?

Thanks for your help!

CHERYL

BooBop · 03-12-2003, 07:34 AM

I normally do not do refunds or exchanges. But sometimes there are circumstances that I take into consideration.
Is this person a "very good" client, or has the potintial of becoming one? Are they a major complainer? Do they try to get discounts or free stuff a lot?

After taking the above into consideration you could, 1)take the bottle back and give her something like 10.00 credit toward another product, 2)tell them that to keep the lotion and use it on days that they are off work and give her a discount (15%) off another product, 3)do nothing and make a note on the membership that they do not like bronzers so you do not sell them another one.

For instance I have a loyal year around tanner that purchased a hot action a while back. She leaves her bag of lotions in my salon so I know they are kept in good conditions. She does not like this one lotion. I told her the other day that I would give her $10 toward another product and swap with her. She's happy so I'm happy

There are many things you can do after you consider what type of client they are or could be.

ps. Do you have upgrade beds? Does said client use them? Maybe you could give them an upgrade visit free to make them appreciate the upgrade beds and compensate for the lotion. Just another option.

_________________
Mitzi

Getting Ready to Rock in 2003[ This Message was edited by: Mitzi on 2003-03-12 07:36 ]

OhSoTan · 03-12-2003, 08:12 AM

Yes, she is a good customer and pleasant.

I think I will offer her a discount on another lotion in exchange for the one she hates.

What do you do with the lotions clients return?

electricparadise · 03-12-2003, 08:41 AM

The ones I take back become a curtesy bottle.

Luv2BTan · 03-12-2003, 08:44 AM

Do the distributors not take them back? My salon told me they only sell AG and SB because they are the only lotions that they can return if a client returns something they don't like. Anyway, because of this, they will take anything back, short of an empty bottle They get credit for it so they pass that on to the client.

BooBop · 03-12-2003, 11:01 AM

Sample it out in cups.

OhSoTan · 03-12-2003, 04:03 PM

I'm getting smarter. Thanks for your input and ideas.

BooBop · 03-12-2003, 10:25 PM

That is what this board is for OhSoTan I learn something everyday and love all the information that everyone gives so freely.

dark_tan · 03-13-2003, 06:22 AM

Quote:
On 2003-03-12 11:01, Mitzi wrote:
Sample it out in cups.

That's sanitary!

luvrotts66 · 03-13-2003, 10:03 AM

Did you recommend the lotion to her? I think a lot of tanners understand there's going to be things we try and don't like - It's nice that you care so much!! My experience has been that most bronzers get on clothes but they wash out - no biggie.

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03-12-2003, 07:19 AM	#1 (permalink)
OhSoTan Join Date: Feb 12 2003 Posts: 47 Rep Power: 0	I need your help. A customer purchased a lotion with bronzer and has used half the bottle. The last time she came in, she told me she doesn't like it; She absolutely hates it because it stains her clothes. I've been thinking about what I should do. She didn't ask for an exchange or refund but thought it would be of good service to offer her something. She continues to use it anyway. What should I do in a case like this? Thanks for your help! CHERYL

03-12-2003, 07:34 AM	#2 (permalink)
BooBop I love Derf!! Join Date: Apr 5 2001 Age: 66 Posts: 7,766 Rep Power: 28	I normally do not do refunds or exchanges. But sometimes there are circumstances that I take into consideration. Is this person a "very good" client, or has the potintial of becoming one? Are they a major complainer? Do they try to get discounts or free stuff a lot? After taking the above into consideration you could, 1)take the bottle back and give her something like 10.00 credit toward another product, 2)tell them that to keep the lotion and use it on days that they are off work and give her a discount (15%) off another product, 3)do nothing and make a note on the membership that they do not like bronzers so you do not sell them another one. For instance I have a loyal year around tanner that purchased a hot action a while back. She leaves her bag of lotions in my salon so I know they are kept in good conditions. She does not like this one lotion. I told her the other day that I would give her $10 toward another product and swap with her. She's happy so I'm happy There are many things you can do after you consider what type of client they are or could be. ps. Do you have upgrade beds? Does said client use them? Maybe you could give them an upgrade visit free to make them appreciate the upgrade beds and compensate for the lotion. Just another option. _________________ Mitzi Getting Ready to Rock in 2003[ This Message was edited by: Mitzi on 2003-03-12 07:36 ]

03-12-2003, 08:12 AM	#3 (permalink)
OhSoTan Join Date: Feb 12 2003 Posts: 47 Rep Power: 0	Yes, she is a good customer and pleasant. I think I will offer her a discount on another lotion in exchange for the one she hates. What do you do with the lotions clients return?

03-12-2003, 08:41 AM	#4 (permalink)
electricparadise Waiting Confirmation Join Date: Dec 4 2002 Posts: 180 Rep Power: 0	The ones I take back become a curtesy bottle.

03-12-2003, 08:44 AM	#5 (permalink)
Luv2BTan Join Date: Apr 15 2002 Posts: 150 Rep Power: 23	Do the distributors not take them back? My salon told me they only sell AG and SB because they are the only lotions that they can return if a client returns something they don't like. Anyway, because of this, they will take anything back, short of an empty bottle They get credit for it so they pass that on to the client.

03-12-2003, 11:01 AM	#6 (permalink)
BooBop I love Derf!! Join Date: Apr 5 2001 Age: 66 Posts: 7,766 Rep Power: 28	Sample it out in cups.

03-12-2003, 04:03 PM	#7 (permalink)
OhSoTan Join Date: Feb 12 2003 Posts: 47 Rep Power: 0	I'm getting smarter. Thanks for your input and ideas.

03-12-2003, 10:25 PM	#8 (permalink)
BooBop I love Derf!! Join Date: Apr 5 2001 Age: 66 Posts: 7,766 Rep Power: 28	That is what this board is for OhSoTan I learn something everyday and love all the information that everyone gives so freely.

03-13-2003, 06:22 AM	#9 (permalink)
dark_tan Join Date: Mar 13 2003 Posts: 1 Rep Power: 0	Quote: On 2003-03-12 11:01, Mitzi wrote: Sample it out in cups. That's sanitary!

03-13-2003, 10:03 AM	#10 (permalink)
luvrotts66 Join Date: Jul 25 2002 Posts: 103 Rep Power: 22	Did you recommend the lotion to her? I think a lot of tanners understand there's going to be things we try and don't like - It's nice that you care so much!! My experience has been that most bronzers get on clothes but they wash out - no biggie.

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