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Old 01-25-2006, 08:14 PM   #1 (permalink)
 
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You Can't Be Nice!

I have some lotions from last year that did not sell. I marked them down and still have a few. Had a customer that got her friend to come in and become a member. The customer jokingly ask if she received anything for the referal. I told her she could have one of the "discounted lotions". She asked about a newer lotion, I told her I could only give her one of the discounted lotions. Explained to her why. She said she understand and selected one of the discounted lotions and seemed happy.

Find out the very next day she came in and asked one of my employees to swap the lotion for something else. The lotion had not been open, it had plastic wrap on the lid. Since it had not been open my emp swapped it out for a New lotion.

My emp should had realize it was a discounted lotion. But I'm more upset with the customer. I explained to her why I was only giving her the "discounted " lotion and she understood. And she deliberately came in less than 24 hours later and conned my emp into swapping it.

You can't be nice to people.

(used to do referral rewards for customers, but stopped a few years back. We do mail out a Customer Loyality Pack 3 or 4 times a year to our data base. We tell them that part of rewarding them for referals)
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Old 01-25-2006, 08:21 PM   #2 (permalink)
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Re: You Can't Be Nice!

I give away free visits at random in our high end beds - no policy. Give an inch and they take a mile.

I hear what your saying not on the employee - the customer sucks though.
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Old 01-25-2006, 08:30 PM   #3 (permalink)
 
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Re: You Can't Be Nice!

What really sucks once the employee takes back possestion of the lotion you have to take it back!!!!! you can't even go back to the customer and say I don't think so you screwed me.
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Old 01-25-2006, 08:51 PM   #4 (permalink)
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Re: You Can't Be Nice!

I would - you did explain it to her - she did a dishonest thing and should pay for it. This is something that i would go as far as to ask someone to find another salon. Refund her package after charging her the single visit rate - that means you dont have to refund as much - nothing beats the look on their face when they are all hot and puffy and want a refund for something - sure let me charge you the single visit rate - lets see - you came 5 times at $6 a pop you paid $30 for a 30 day package - looks like we are even - good day maam - I SAID GOODDAY MAAM!
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Old 01-26-2006, 12:48 AM   #5 (permalink)
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Re: You Can't Be Nice!

how long is her package? If it is short get her next time..
In the mean time.

OHH there are ways to get it back... always be booked when she calls to use her package. Shut the doors of your base beds when you see her coming and make her upgrade. Until you get the money back she scammed you out of.

And/or----Have some fun!!! What ya do is~
Wait until she is all lathered up and comfy in the bed about 3 minutes or so. and shut it off.Turn it back on and do it again in another 3 minutes or so..
than after the second time make her get dressed and switch rooms. So you can figure out what is going on with that darn bed. :winkwink:

Sincerely apologize offer her a free sample of what she has... and when she comes out of the room holding that new bottle look surprised "ohh you already have that?" look surprised and confused now.
GET HER SETTLED IN TEH NEW ROOM TO FINISH THE REMAINDER OF HER TIME. AND pretend to be fixing the bed when she comes out to leave after her tan. You know those **** things are touchy sometimes ya know?!
:itoldyoutherearemanywaysface:


Even better do it on a day when you is rushing..ahh I miss messing with *****y sneaky customers. heheheheh

She will know why your doing it too!!
That is the bestest part !!
Don;t forget to smile nice now..but look sorry...:innocentface: and tell her you will have it all fixed before she comes back again.
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Old 01-26-2006, 01:00 AM   #6 (permalink)
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Re: You Can't Be Nice!

PS--yes I am an evil biiitch when provoked. :evilgrin:
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Old 01-26-2006, 01:31 AM   #7 (permalink)
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Re: You Can't Be Nice!

I thought i was bad and inventive - you are the queen - my hats off to you - great job i like it all!
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Old 01-26-2006, 01:44 AM   #8 (permalink)
 
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Re: You Can't Be Nice!

We try very hard to inform eachother of situations like this. You never know what they will try. When switching shifts we share different things that may of happened...we also put memos on client accounts and ALWAYS check the memo before making any decisions. However, we have a NO return policy, once it has left the store it is theirs. Just some ideas :)
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Old 01-26-2006, 03:32 AM   #9 (permalink)
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Re: You Can't Be Nice!

We have a no return policy as well, but if something like this happened somehow, I would be ticked. I would have to follow some of MJ's ideas or confront her about what she had done.
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Old 01-26-2006, 04:39 AM   #10 (permalink)
 
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Re: You Can't Be Nice!

OMG..I LOVE it! Never thought I would go to that much trouble but it all seems worth it! We never give lotion anymore.....like someone said, give an inch, clients take a mile. We also have a no return policy on lotions so we let clients know right away that because of our policy they need to know that whatever they are choosing is what they really want.
What we do is a referral program. If a current client refers someone, and that someone purchases a package from us, we give the referring client $5 in bonus bucks. These "bonus bucks" are kept in the computer and can be built up for the client to use towards another package, or anything retail in our salon. The only thing they cannot use it for is anything from our tiki bar.
You'd be amazed at how many people they will send in just to be awarded the bonus bucks. We don't give them anything material, but just keep track of who they sent in, who purchased what, when, and the amount of bonus bucks they have accumulated. We use Helios so the bonus bucks are built in and very easy to figure.
We had one girl who sent in 6 friends, all purchased packages and she was able to just pay tax on a bottle of lotion that she had been wanting.
Giving free lotion just isn't the way to go.....we will only give a free packet to a client if they buy the bottle the same day they try the packette. We also found that giving free tans for the first time tanner was losing us money. I know a lot of you will disagree but we charge for first time tanners. We figured out just how much money we were losing for our first year giving away first time tans. It was quite amazing. We could probably have purchased a boatload of lotion for the amount we lost. We feel if clients want to tan they will pay for the first session. We sometimes give them a break on that first tan, but never free.
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