Need advice..where did I go wrong?

[Curious]

Okay, let me add to this. When I say I am the Manager, I am do everything except sign paychecks. I was hired to open and operate this salon because the owner did not want to work, she just wanted to own. I have been here since day one and began as a sink or swim manager. I realize that by allowing employee to speak to the client that I made a mistake. First time handling this kind of situation, lesson learned. So please, easy on the reprimanding. I ask the owner to come in and evaluate me on certain occasions and that is what i had her there for. I used to be a hairstylist so i know the amount of people she comes into contact with. We have been open for 2 1/2 years and have 33000 clients in our database and she has only referred 4 of them. But I don't want to put a bad taste in anyones mouth when it comes to our salon. This place is my life and I need to make it right. So, please any advice to help me would be great. thanks

[eileen]

An easy answer for the client might have been our computer programmer pre-programed this package and they would have to be called to override the entire package that was designed for these dates only and cost us an additional $100 to program it special for her.

[Curious]

That's a good one. i never thought about that.

[unity]

I would give eileen rep points, but can not for some reason... Anyway, I VERY much agree with her. yes the employee did something wrong but at that point there should have been NO further involvement with the client - period.

Even though the "loyal client" may be "happy" she got her package at the rate SHE set, she will no doubt gossip to her clients about how bad your salon treats its employees. I have seen this happen.

My rule one: Sale dates end when they end, period. This is NO different than any other business. If McDonalds offered those horribly good Sausage Egg and Cheese McMuffins at 2 for $3 (and they do!) but then next week the sale is over, do you think you will get that sale even though you are a "loyal drive-thru customer that is there almost every week at 9:05 am?". NO!

My rule two: Gift Certificated ONLY hold "store credit value". They can use the certificate whenever they want on any sales they want, but there is no spot on the certificate to add "one month" or "one year". Again, its basically in store cash, if they want a special they need to redeem that bugger before the sale ends. We do NOT do rain-checks!

edit: dang, this thread really expanded in the time I wrote above. NOT trying to reprimand you!
Eileen has another good point. We use Helios and set "minimum selling prices". Therefore a package can not be sold below a set price.

[Curious]

That is one thing I have changed. I made it to where a "gift certificate" can only stand for a dollar amount and they can sell "Gift Items" for services and products.

[dcjjp2]

Agreed with Unity ^

[Curious]

I want to keep our client. I know some of you won't understand that, but we have the reputation of being the friendliest and the most professional salon in town. I know that 1 person out 3300 is not much but to me that is one person too many. The only thing i can think of is let the 199 be 199 and figure out how to reprimand my employee.

[unity]

Well, you could just let it go with a VERY STURN warning to the employee. Admit that it was an error on everyones part. It will make the employee feel better and odds are she will not do it again. Maybe tell the employee that if a customer like this comes along again to simply say "Im sorry, I can not help you but if you come in when <insert your name here> is here, she can help you. She will be in <insert next shift time here>.

Its a lesson learned by all.

This reminds me, time to audit the employee sales! lol

[eileen]

Originally Posted by Curious

I want to keep our client. I know some of you won't understand that, but we have the reputation of being the friendliest and the most professional salon in town. I know that 1 person out 3300 is not much but to me that is one person too many. The only thing i can think of is let the 199 be 199 and figure out how to reprimand my employee.

I agree with keeping the customer. All this client needs to know is this was worked out to everybody's satisfaction, end of story. :)

I tell my employees to tell the customers they are unable to re-program the packages in the computer system. If they still have an issue to talk with the owner/manager.

Actually most of them do not have passwords to override Helios. :)

[sierra]

tough one all! This too, will pass...