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Old 02-12-2014, 04:07 PM   #1 (permalink)
 
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Dealing with unreasonable customers

I was just wondering how everyone deals with customers that come in and demand to be put into a 15 minute bed for 15 minutes when they have not been into tan for almost 4 months? The staff member that served them refused to put them in for that length of time for obvious reasons and the customer was quite irate and posted negative comments about our staff. Anyone out there have similar experiences?
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Old 02-12-2014, 04:34 PM   #2 (permalink)
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Re: Dealing with unreasonable customers

IMO

Not much you can do other than explain why in a calm and reasonable way. If it is really bad, simply offer a pro-rated refund and ask them to not come back.

As far as the negative comments, be sure to respond but take a day or two and relax then respond in a calm manner explaining the situation (facts only) and keep it short. You will look reasonable and professional and they will look like "that person". If it is on Facebook, you may want to act faster, but always state facts only and in a calm way.
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Old 02-12-2014, 11:19 PM   #3 (permalink)
 
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Re: Dealing with unreasonable customers

Sometimes its best to fire your clients
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Old 02-12-2014, 11:36 PM   #4 (permalink)
 
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Re: Dealing with unreasonable customers

We have those type clients sometimes but after we explain why they need to cut their time they usually understand. I always say just try it my way the first time and if you don`t get red or too much then when you come back we will up your time.

If this does not work then do as Tony said just fire them. You are the professional and they need to realize you have rules. Rules that are for the well being of the customer.
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Old 02-13-2014, 09:42 AM   #5 (permalink)
 
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Re: Dealing with unreasonable customers

I like Frankie's answer. We also make a note in their customer record that they insisted on the full time so when they come back and say "you burned me" we give it right back to them - "You insisted. And the customer is always right so you got exactly what you asked for. Now come back after your burn has gone and we'll start again the right way. Please let us do our job". That approach has been quite successful in making them understand.
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Old 02-13-2014, 10:16 AM   #6 (permalink)
 
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Re: Dealing with unreasonable customers

I strongly urge them not to do it. I explain what the outcome will be....I put a note in their account documenting that, I tell them it will at their own risk, and then I do what they request. Only 1 in 100 will still want to do it after that. For that 1, that is what your client waivers are for.
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Old 02-13-2014, 10:38 AM   #7 (permalink)
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Re: Dealing with unreasonable customers

Quote:
Originally Posted by agk453 View Post
I like Frankie's answer. We also make a note in their customer record that they insisted on the full time so when they come back and say "you burned me" we give it right back to them - "You insisted. And the customer is always right so you got exactly what you asked for.
Becareful-

I did just that to the "T" back in 1999; got sued and they won (or rather my insurer settled).

I even had her sign a special agreement that she was refusing our recommendation and that she would accept responsibility.
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Old 02-13-2014, 11:03 AM   #8 (permalink)
 
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Re: Dealing with unreasonable customers

I was about to respond with the same answer as Frankie. I just tell them let's go with our time today and if you have no issues we will move you up. I just have come to be disgusted by the Groupon crowd. I have found they are the biggest pool of complainers.
Groupon will return their money...even if they used your services. I call this group "Extreme Grouponers"
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