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Old 04-07-2006, 08:12 PM   #1 (permalink)
 
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My First Complaint

Hello , I had my first complaint yesterday ..

Phone Rings

Me : Hello Fantabulous Tans , How may I help you ?
Customer : Yes I'm calling cause i bought a package with you and your so busy i can't get in , and I want to know what your going to do about it !!

Me : Well Sir , I can suggest that you make appointments as this is our busy season , and are usually booked 2 to 3 days ahead ...

Customer : excuse me but that isnt fair ot me cause i have a job !

Me: Well I'd love to work this out with you , and can suggest that you call in and if we have our 10 min bed open you can take that spot .. it'll only be $1.00 extra when you come in seeing as that bed isnt on the package you bought .

Customer : well i dont think thats fair considering i already paid you to tan there !

Me : Well Sir , I'm willing to compromise and help you the best way I can .. but other then the last suggestion the only thing i can think of is to make appointments ..

Customer : OH MY GOD !! I can';t bellive i'm having this conversation !!! You need to get me in there today ..

Me: Sir as i have exapine .. I am completely booked for the beds you bought sessions for .. the only way i can get you in today is if you pay the $1.00 and lay in the 10 min bed . ( i lost it a little here ) I cant just erases someones appointment and just put you in there .. it wouldnt be fair to them either .. so other then usuing the 10 min bed or making an appointment on a day i can get you in theres not much else i can do .

Customer : Well I dont appericate your atitude or the way you think you can talk to me ... I paid just like everyone else and should get to lay today ..

Me: Sir everyoner else paid also .. and they have no problem with makiing appointments or taking the next available timeslot .. ( interuption )

Customer : Well you have just lost my business and i wont be coming back there ever again good bye i hope you drown ... click


after getting off the phone with him i looked at what package he bought and when he bought it .. my packages are only good for 90 days from date of purchase .. he bought his package 4 months ago and only had 2 left anyway ..

I felt really bad about losing a customer tho , and would have kiss his *** to keep him , Before he got so emotional i was seriously thinking of staying open so he could come in after hours just this once ..

I guess my question is .. did i do something wrong .. could i have prevented this from happening ? I just hate this !! I will move on and get over it .. but it was the first time , and something i'll never forget .. and advice ?
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Old 04-07-2006, 08:55 PM   #2 (permalink)
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Re: My First Complaint

Screw That, in business, no matter what, sometimes you have to fire a customer.

I have fired a couple already that complain in the main foyer. I basically just let them get fustrated and leave. For example, customers that always forget their void checks in the first two weeks, and always say they will bring it, and want to tan, and then they bring it in, but the EFT backdates and their payments bounce.

Im not afraid to tell a customer I'd rather them not tan here, then bring in a void check too late. Cash customers, that pay monthly, no way, not at the yearly rate.

Think about it, if you wanted to have a raging party in a hotel room, against the hotels rules, theyd fire you as a customer in a second, same should go for you.

adam
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Old 04-07-2006, 09:06 PM   #3 (permalink)
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Re: My First Complaint

Honestly, I hope you tell people that they may have to wait as much as 3 days for a tan before they buy. I'd be ****** if not.

If you can expand do it. Even if you have to pull out two beds to put in three standups or just much faster units.

I wish I had that problem.
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Old 04-07-2006, 10:33 PM   #4 (permalink)
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Re: My First Complaint

Hellllllo Again--No appointments--1st come, 1st serve. --solves it.
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Old 04-07-2006, 11:13 PM   #5 (permalink)
 
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Re: My First Complaint

never fails in the busiest time of year..its like they come in just to complain. if customer wont make an appt. then there is nothing you can do. i agree with missmojorising, first come-first serve. there will bigger and better complaints tomorrow . just say no~
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Old 04-07-2006, 11:47 PM   #6 (permalink)
 
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Re: My First Complaint

When people purchase sessions I do tell them that its best if they make appointments due to the busy season .. 2 weeks ago when this customer came in i reminded him it was the busy season and that we were getting pretty booked up .. he had no problem then and said he agreed with that ... then when the time came and he couldn't get in he threw a tantrum ..

I'm averaging at least 80% of clients that pre-schdual due to work .. thier kids sporting practises and games .. if I were to go to first come first serve .. how many would i lose .. compaired to just this 1 ????

I however do limit the appointment schedualing to only a week in advance .. this has been working so far .
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Old 04-08-2006, 12:09 AM   #7 (permalink)
 
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Re: My First Complaint

Man, it was one of those days for me too! I just can not believe how people act!

But I also agree with the first come first serve basis. But on the other hand, no matter what you do, someone will NOT be happy.

Thank goodness for this board, at least I know that I'm not the only one who has do deal with these idiots on a daily basis! (Sorry, I'm just a little bitter tonight) For the most part, I love my customers.
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Old 04-08-2006, 12:25 AM   #8 (permalink)
 
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Re: My First Complaint

lol Kristiathose kinda days suck huh !!! All we can do is keep our chin up and go in tomorrow with a smile and some nice words !
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Old 04-08-2006, 12:30 AM   #9 (permalink)
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Re: My First Complaint

I havent had many complaints yet, but I am not so busy that I cannot fit people in.
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Old 04-08-2006, 07:47 AM   #10 (permalink)
 
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Re: My First Complaint

first come first served works pretty good for us. usaully if you solve the problem with client they will find something else to complain about.
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