PO\'d Client wants to find another salon

Bronze Star · 04-02-2002, 06:46 PM

Phone rings. "Hi can you tell me how many sessions I have remaining?" I can't find her card, much less be able to tell her how many sessions she has left. "When was the last time you tanned with us?" She says "Oh, it has to be a year or so... last February or March I think." I explain how sessions expire after a year's time and we're upgrading our system and becoming computerized. Many packages have expired and outdated client cards have been discarded due to the upgrade. "Well I've just lost money!! I'm going to find another salon. I've been tanning there for years!" I press her... "Do you know the owner?" No, of course she doesn't... she's a part-time seasonal tanner who only visits the salon a few times each spring. "Why don't you come in and speak the owner before you decide to switch salons?" She's still not happy, but at least she's done ranting.

What I felt like saying was "Take your $60 and find another salon... here, let me recommend one for you!" Ugh... stupid people.

Malibu_Stacey · 04-02-2002, 09:30 PM

Laurie: It takes all kinds and we get to see them all. Smile and be nice, it's the best revenge!!

Stacey

P.S. Won't be in NJ afterall, maybe some time next month. I will let you know as we must get together!

MJ · 04-02-2002, 09:32 PM

Repeat after me.....BUH BYE NOW!! (and don't forget to smile and wave!!!)

see it's that easy.
Mj

Tamar · 04-03-2002, 12:47 AM

Good example of why you should have short expirations on session packages. When they "lose touch", you have lost touch with the customer. Ouch...it always hurts to say goodbye.

pam · 04-03-2002, 05:13 AM

I recently had a guy who refused to make appointments and would call at 4 or 5 and want in by 7 that night. One day he talked to me for 15 minutes about 'how important' he is and he just doesn't know his schedule far enough in advance to make appointments. I explained that he would be better off to make an appointment even if he had to cancel it. That didn't work. (too important at work to call and cancel) After that discussion,I got another call and meant to put him on hold but I accidentally (honest) hit end instead of hold. He had refused to give me his phone # for computer so I couldn't call him back. Two days later he called back and gave my best employee the same earful with swearing added. I wrote him a nicely, nasty letter suggesting that he should try a less popular salon since quality salons would be full this time of year and thanked him for his business. I wished him 'Happy Tanning' and enclosed a check for his remaining sessions. I haven't heard a word and he has cashed my check. I felt really good doing that. I don't need a bully yelling at my employees.
Pam

Bronze Star · 04-03-2002, 09:07 AM

Good for you!! We have a guy who refuses to call during the crazy times of day. I'm actually starting to enjoy making him wait or turning him away because of his superior attitude. He's sooooo busy he can't even call me on his cell phone and let me know he's on his way in to tan. But he can act like a baby when he gets here and there is a line at the counter. He wants to throw his $14 at me and just walk into the VHR like it's his.

The last time he came in, he got annoyed that I couldn't remember his last name. (I'm great with first names.) "I was in here yesterday!" My only response (instead of leaping the counter and beating the crap out of him) was to smile sweetly and say "have any idea how many clients we see in one day?" When he came out of the VHR I was waiting for him. I handed him a card and insisted he call me. He declined and said "I just never know when I'm going to have the few minutes to tan." So I told him not to be upset or suprised when he starts popping in and we can't meet his request. He agreed, so we'll see what happens.

Sometimes I wonder if these "self important" people wipe their own ***.

BooBop · 04-03-2002, 09:17 AM

LOL, Don't ya just love it when you can make them wait? Means we are busy and making money!!! Yipeeeeee. I do have a couple of ladies that are like this.

I have one lady that will only tan in one bed. She buys the 6 month club plan. Most of the time I can get her right in. (She will call just before coming in) Last Sat. that bed broke down. Now she must use another bed but she rolls her eyes and takes a deep breath before she says okay.

I could have that bed up and running in about 30 mins. but I took a couple days off and I am not worried about it. It isn't costing me anything to have down for a few days. I really want to fix it where it won't do this again this season. So I am waiting to do it right instead of half a$$ed

Ezliving_Jim · 04-05-2002, 11:22 AM

Does anybody call customers that have not been seen in a month? Especially when there are prepaid sessions. This is customer service. When they come in, it is another opportunity to sell a lotion.

Email customers monthly with a coupon good for that month only. (I am on several restaurant email lists and get an email coupon every month. Hooks me every time.)

my 2 cents.

Jim.

fungirlz · 04-06-2002, 06:29 AM

Excellent advice Jim..
It is mandatory for client calls to be placed.. (we dont do e-mails yet).
Laurie being computerized will make it easier for you and the rest of your staff..

We do not expire packages except for a month unlimited this type of package expires in 30 days..
Gift Certificates expire in 1 year from date of purchase.

We had a situation arond Christmas time..a woman claimed to have at least 5tans left on a package.. we couldn't find her anywhere..tried to locate her by last name.. first name..address.. phone..
as we kept trying..she was getting angry..I could see her about to explode..
I said.. Which unit was your package for do you remember?
and of course she said the 3200/3 (our single up grade..9.00 if you buy a single).
I said why don't you go ahead in..lets print a quick release and you go tan..I'm sure we can work this out..
She went in the unit.. we still couldn't find her.. even checked archives file..
when she came out she said.. I feel like such a schmuck...I am at the wrong place.. my package is at the place around the corner..I thought it was here..
I smiled.. she bought a month unlimited in the 3200/3, a new lotion and new eye wear..
I know its hard..but remember there is never a problem..only a solution..
I know it can get to you..

Love You,
Chris
[ This Message was edited by: fungirlz on 2002-04-06 06:32 ]

Teresa · 04-06-2002, 08:05 AM

I think every salon has those kind. I have one guy that goes in our standup that thinks he is more important than everyone else. Our standup is not nearly as popular as our beds(sorry Chippp) so there is not a wait for it very often. He always come in an plops down in the chair closest to the counter and sits their until we tell him to go. We always tell our clients to sign in as soon as they come in because if we are busy and have a wait we go strictly off that sheet. So the other day I had 2-3 people waiting, he came in plopped down, then a couple of people came in after him and signed in. I proceeded to wait on people right off the list and let him sit a few minutes. Then I looked at him and said "oh sorry I didn't realize you were waiting, you didn't sign in!!!!(smile)" haven't had a problem with his attitude since....he comes in signs in and sayes thank you when we tell him he can go.

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04-02-2002, 06:46 PM	#1 (permalink)
Bronze Star Join Date: Apr 11 2001 Posts: 2,732 Rep Power: 8	Phone rings. "Hi can you tell me how many sessions I have remaining?" I can't find her card, much less be able to tell her how many sessions she has left. "When was the last time you tanned with us?" She says "Oh, it has to be a year or so... last February or March I think." I explain how sessions expire after a year's time and we're upgrading our system and becoming computerized. Many packages have expired and outdated client cards have been discarded due to the upgrade. "Well I've just lost money!! I'm going to find another salon. I've been tanning there for years!" I press her... "Do you know the owner?" No, of course she doesn't... she's a part-time seasonal tanner who only visits the salon a few times each spring. "Why don't you come in and speak the owner before you decide to switch salons?" She's still not happy, but at least she's done ranting. What I felt like saying was "Take your $60 and find another salon... here, let me recommend one for you!" Ugh... stupid people.

04-02-2002, 09:30 PM	#2 (permalink)
Malibu_Stacey Join Date: Jun 18 2001 Posts: 832 Rep Power: 8	Laurie: It takes all kinds and we get to see them all. Smile and be nice, it's the best revenge!! Stacey P.S. Won't be in NJ afterall, maybe some time next month. I will let you know as we must get together!

04-02-2002, 09:32 PM	#3 (permalink)
MJ Join Date: Jan 21 2002 Posts: 3,060 Rep Power: 8	Repeat after me.....BUH BYE NOW!! (and don't forget to smile and wave!!!) see it's that easy. Mj

04-03-2002, 12:47 AM	#4 (permalink)
Tamar Join Date: Aug 15 2001 Posts: 2,240 Rep Power: 8	Good example of why you should have short expirations on session packages. When they "lose touch", you have lost touch with the customer. Ouch...it always hurts to say goodbye.

04-03-2002, 05:13 AM	#5 (permalink)
pam Police Department Join Date: Oct 29 2001 Location: USA Posts: 5,036 Rep Power: 9	I recently had a guy who refused to make appointments and would call at 4 or 5 and want in by 7 that night. One day he talked to me for 15 minutes about 'how important' he is and he just doesn't know his schedule far enough in advance to make appointments. I explained that he would be better off to make an appointment even if he had to cancel it. That didn't work. (too important at work to call and cancel) After that discussion,I got another call and meant to put him on hold but I accidentally (honest) hit end instead of hold. He had refused to give me his phone # for computer so I couldn't call him back. Two days later he called back and gave my best employee the same earful with swearing added. I wrote him a nicely, nasty letter suggesting that he should try a less popular salon since quality salons would be full this time of year and thanked him for his business. I wished him 'Happy Tanning' and enclosed a check for his remaining sessions. I haven't heard a word and he has cashed my check. I felt really good doing that. I don't need a bully yelling at my employees. Pam

04-03-2002, 09:07 AM	#6 (permalink)
Bronze Star Join Date: Apr 11 2001 Posts: 2,732 Rep Power: 8	Good for you!! We have a guy who refuses to call during the crazy times of day. I'm actually starting to enjoy making him wait or turning him away because of his superior attitude. He's sooooo busy he can't even call me on his cell phone and let me know he's on his way in to tan. But he can act like a baby when he gets here and there is a line at the counter. He wants to throw his $14 at me and just walk into the VHR like it's his. The last time he came in, he got annoyed that I couldn't remember his last name. (I'm great with first names.) "I was in here yesterday!" My only response (instead of leaping the counter and beating the crap out of him) was to smile sweetly and say "have any idea how many clients we see in one day?" When he came out of the VHR I was waiting for him. I handed him a card and insisted he call me. He declined and said "I just never know when I'm going to have the few minutes to tan." So I told him not to be upset or suprised when he starts popping in and we can't meet his request. He agreed, so we'll see what happens. Sometimes I wonder if these "self important" people wipe their own ***.

04-03-2002, 09:17 AM	#7 (permalink)
BooBop I love Derf!! Join Date: Apr 5 2001 Posts: 9,496 Rep Power: 13	LOL, Don't ya just love it when you can make them wait? Means we are busy and making money!!! Yipeeeeee. I do have a couple of ladies that are like this. I have one lady that will only tan in one bed. She buys the 6 month club plan. Most of the time I can get her right in. (She will call just before coming in) Last Sat. that bed broke down. Now she must use another bed but she rolls her eyes and takes a deep breath before she says okay. I could have that bed up and running in about 30 mins. but I took a couple days off and I am not worried about it. It isn't costing me anything to have down for a few days. I really want to fix it where it won't do this again this season. So I am waiting to do it right instead of half a$$ed

04-05-2002, 11:22 AM	#8 (permalink)
Ezliving_Jim I love Derf!! Join Date: Mar 12 2002 Location: Virtual Reality Posts: 2,181 Rep Power: 10	Does anybody call customers that have not been seen in a month? Especially when there are prepaid sessions. This is customer service. When they come in, it is another opportunity to sell a lotion. Email customers monthly with a coupon good for that month only. (I am on several restaurant email lists and get an email coupon every month. Hooks me every time.) my 2 cents. Jim.

04-06-2002, 06:29 AM	#9 (permalink)
fungirlz Join Date: Jan 17 2002 Posts: 4,753 Rep Power: 8	Excellent advice Jim.. It is mandatory for client calls to be placed.. (we dont do e-mails yet). Laurie being computerized will make it easier for you and the rest of your staff.. We do not expire packages except for a month unlimited this type of package expires in 30 days.. Gift Certificates expire in 1 year from date of purchase. We had a situation arond Christmas time..a woman claimed to have at least 5tans left on a package.. we couldn't find her anywhere..tried to locate her by last name.. first name..address.. phone.. as we kept trying..she was getting angry..I could see her about to explode.. I said.. Which unit was your package for do you remember? and of course she said the 3200/3 (our single up grade..9.00 if you buy a single). I said why don't you go ahead in..lets print a quick release and you go tan..I'm sure we can work this out.. She went in the unit.. we still couldn't find her.. even checked archives file.. when she came out she said.. I feel like such a schmuck...I am at the wrong place.. my package is at the place around the corner..I thought it was here.. I smiled.. she bought a month unlimited in the 3200/3, a new lotion and new eye wear.. I know its hard..but remember there is never a problem..only a solution.. I know it can get to you.. Love You, Chris [ This Message was edited by: fungirlz on 2002-04-06 06:32 ]

04-06-2002, 08:05 AM	#10 (permalink)
Teresa Join Date: Dec 29 2001 Location: Davenport, IA Age: 44 Posts: 2,803 Rep Power: 9	I think every salon has those kind. I have one guy that goes in our standup that thinks he is more important than everyone else. Our standup is not nearly as popular as our beds(sorry Chippp) so there is not a wait for it very often. He always come in an plops down in the chair closest to the counter and sits their until we tell him to go. We always tell our clients to sign in as soon as they come in because if we are busy and have a wait we go strictly off that sheet. So the other day I had 2-3 people waiting, he came in plopped down, then a couple of people came in after him and signed in. I proceeded to wait on people right off the list and let him sit a few minutes. Then I looked at him and said "oh sorry I didn't realize you were waiting, you didn't sign in!!!!(smile)" haven't had a problem with his attitude since....he comes in signs in and sayes thank you when we tell him he can go.

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