tangirl

I'm going to give you two different scenarios with the same premise.

Customer A
Customer A comes into the salon. Signs in. I pull up her information on the computer and notice that she hasn't been in for quite a while. I comment about her absence. She states that two days after she signed up, she had a death in the family. Etc. She asks if I can give her an extra week or something since she only used two days of her membership, etc. She is even willing to bring a copy of the death certificate, etc. I gladly help her out.

Customer B
Customer B comes into the salon. As she is signing in she states that she had a death in the family and has been out of town for three weeks. I apologize for her loss. Customer B demands that I give her an extra month since she was unable to use her membership. I politely inform her that with advance notice we will freeze a membership for up to two weeks. Without an advance notice we can only provide you with a week. She says that she has never heard of such a thing and that she will use her week and take her business elsewhere.

Moral of the story:
If you demand something from me, you will get nothing. If you ask for my assistance, you will get everything and more.

hotgirl

I am totally with you on this one. I am more than willing to go out of my way for clients but when they try to push me around, the hairs on the back of my neck stand up. It's your salon!!! I always have to bite my tongue not to so far as to let client B know (after she told you that she would tan elsewhere) that she woul get much further by being nicer and more cooperative....

Kimmee

I agree...

Customer A would have gotten WAY more far with me.

I have had a similar experience this season with a girl who comes in and purchases a month, then after she tans 3 times she calls me and says... "Guess what, I am Pregnant!" she then asks how she should handle her membership.

I told her that was one of the consequences of a 30 day membership was that it was 30 days wheter she came or not. She was OK with that answer and stated... she would see me after the baby.

After she left I felt kind of bad since she was so nice about the whole thing and understood where I was coming from... I printed up a cute Mommy to be card and I told her since she was such a great customer that I credited her account 100 minutes for after the baby to come and use.

Apparently she was excited about it that she has sent me 4 new customers this month and called and thanked me for the card.

Now had she been like Customer B...

I bet you can figure that one out.

Chippp

tangirl

Chippp - You are sick.