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Old 04-09-2013, 11:31 AM   #1 (permalink)
 
Join Date: Jul 31 2012
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Exclamation Problem w/ a Client!

We have a client that simply takes way to long after her tanning session is over! She's spent up to 25 minutes after her bed has shut off. She is not handicap or disabled in any way. Obviously, this causes a wait for our other clients. We've even knocked on the door informing her that other clients are waiting to tan. We are sure that she's doing drugs (particularly huffing) in the room too but we can't prove it except for the fact that we've heard the "huffing sound". She's rude to coworkers & even customers. At this point we really don't know what to do except pull her aside & just refund her money & ask her not to return.
HELP!
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Old 04-09-2013, 11:51 AM   #2 (permalink)
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Re: Problem w/ a Client!

^^^Yep, refund and refuse.
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Old 04-09-2013, 02:20 PM   #3 (permalink)
 
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Re: Problem w/ a Client!

I've 86'ed a couple of unruly customers myself. One was so drunk she came back to tan a week later and didn't remember me telling her she was no longer allowed on our salon.
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Old 04-09-2013, 04:51 PM   #4 (permalink)
 
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Re: Problem w/ a Client!

Give them 3 free tans at your nearest competitor.
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Old 04-10-2013, 12:43 AM   #5 (permalink)
 
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Re: Problem w/ a Client!

Definitely Boot 'em & refund, it's not worth losing all your other customers that have to wait due to her ummm...."problem".

Isn't it crazy how many people come in to tan drunk/high? Alot of them even come from work that way. I was pretty surprised at how many do that.
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Old 04-10-2013, 12:41 PM   #6 (permalink)
 
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Re: Problem w/ a Client!

Exactly Turbo Girl! I think a lot of people sign up for tanning so they have a place to do their dirty business w/out being caught!
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Old 04-10-2013, 11:49 PM   #7 (permalink)
 
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Re: Problem w/ a Client!

I recently had to fire a client that was rude every time she came in to my staff as well as to people waiting in the lobby. Not fun, resulted in a bad yelp review, but less stress. she always complained about me to my staff since I once emailed asking her which of the 5 spray tan appts she had booked that week she wanted to keep. SHe told me she would show up to the one that worked out best for her...i had to explain to her how appointments worked (politely). she continued to do that every week. such a pain!
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Old 04-11-2013, 12:53 AM   #8 (permalink)
 
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Re: Problem w/ a Client!

I know right? The ones that are rude, I just instruct staff to grit their teeth, smile, be polite & kill em w/kindness. I would say 95% of the time, they slowly relax & understand that we are professional & knowledgeable and become some of our most loyal customers that sing our praises to all that will listen.

Unfortunately, there's the 5% of them that are just malcontents in general and NOTHING is going to make them happy so it's time for us to part company. Delaney, has that client made new YELP reviews on her new salon, I wonder?
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Old 04-12-2013, 07:33 AM   #9 (permalink)
 
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Re: Problem w/ a Client!

Good one Black Sun!!
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