Refunds???

BooBop · 07-31-2002, 03:50 PM

My policy in no refunds for tanning or product.

Today I get a call from a girl that just purchased a package on the 26th. She has used two visits. Problem is that I have cut my evening hours for 10pm to 9pm for the "slow season". She works til 9pm at the local mall pet store. She lives in a small town about 20 mins away and always tans after work. I asked if she couldn't come in earlier since we open at 8am. That is 13 hours for people to tan!
She says she doesn't like to tan before work, and I understand that a lot of people do not like to, and some don't care. She is very nice and says she loves our place and has been very happy and will return to us when the hours are better for her. She was disappointed that the employee didn't tell her about the cut hour, BUT it has been posted for a month!
I did tell her to come in Friday and I would work something out.

Now here is my question. Should I divide the total of the package and give her the 8 sessions money back, or should I take two single visits off the refund?

How would you handle this? I do think she will return and has been a very plesant client for the past 2 months.

SunCatcher · 07-31-2002, 04:09 PM

Do those sessions expire after a certain amount of time??
I had the same kind of incident at my store, I also do not give refunds. I explained to the person my reasons for not giving refunds, I have had that posted in eyesight since day one. My minutes do not expire if they buy them per session or a package on a particular bed. I explained I was sorry for the inconvience but the new store hours have been posted, and you can come in on your days off, or they will be waiting for you until you do have the time.

Do you sell the Shower in a Bottle??
Many of our tanners that tan on their lunch use that. I provide it on the counter,and on their way out, they do a quick spray and go back to work. Most of them have their own bottles though. Seems to work pretty well even though I'm not to big on it.

Hope this helps.

Although, if your set on giving the refund...definately charge for single sessions. Packages are cheaper to ensure bodies coming through the door when you aren't busy so you can sell lotion....ect.
Yes....I would definetely charge full session price.

njchica · 07-31-2002, 04:12 PM

Mitzi, remember that a happy customer will tell 2 people about your salon and an unhappy customer will tell 10. Sometimes we get so annoyed about people not seeing a sign or understanding a policy that we forget about how easy it is to please customers.

This girl sounds like she truly intended to use her package and like she definitely will be patronizing you again in the future. I would give her the better of the 2 deals (I can't figure out which one it would be at the moment as I just woke up from a nap) and tell her that you are looking forward to seeing her again when you have extended hours.

Refunding money stinks but sometimes we can't see the forest for the trees. I used to get so annoyed about someone wanting a price adjustment a day or 2 after the time limit but then I realized that it was like $10 and this customer would be in again spending much more than that. I realize that there is more money involved here but it's pretty much the same idea.

BooBop · 07-31-2002, 04:17 PM

Thanks for your reply Suncatcher

My packages expire 365 days from the first session they use. So she would have until this time next year to use it.

I don't sell the Shower in a Bottle, but I do carry JA's Body Mist and is a great product for my clients that tan and return to work. I will try to convince her on this. I normally have a bottle on the counter. Some will purchase their own and some will actually take a bath in it at the front counter and never purchase one.

I will see what I can do with her on Friday face to face. But if I can't convience her, I think the single price should be deducted from the refund.

Thanks, guess I just needed a little feedback on this. I don't want to loose her business totally.

Tamar · 08-01-2002, 06:59 AM

Not sure what you charge for single sessions, but I'm assuming it would be a significant penalty to the customer to deduct this from what she has paid for. Consider GIVING her a bottle of the Body Mist (not sure of your cost), but it may be worth it to keep her as an active member. Convincing her to work around your schedule may take a little coaxing (or bribery).

Seems as though the more signs you post, the less they read.

Golden Key · 08-01-2002, 11:01 AM

I would deduct the price of 2 regular sessions from the total price of the package.
The only reason I would refund the money in this case is because she wasnt told up front that the new hours would be shorter.
I understand that hours are posted everywhere but in the same case this should have been explained.
Just my opinion.

neon · 08-02-2002, 02:26 PM

What did you decide on Mitzi and how did it go?

BooBop · 08-02-2002, 02:33 PM

I haven't done anything yet. She didn't come in before I left the salon. Now she will have to wait until Monday. No one is authorized in giving refunds. Maybe she has given it some thought and changed her mind??? We will see and I will let you know when or what happens.

Drew D · 08-02-2002, 06:42 PM

Mitzi,
I had a client who has tanned with us since we opened. She just purchased our 3 month summer package and found out she would be on the road with her job for 7 to 8 weeks. She called me about this and I offered to "freeze" her package until she got back. I think this bought us alot of good will with her and she told me she will refer her friends to us. It does'nt hurt us any and I think we have a customer for life.

Just an Idea.

Bronze Star · 08-02-2002, 11:24 PM

Drew... we do something similar. When an emergency comes up or an injury, illness or pregnancy... we freeze packages. We never give refunds... but we find other ways to work with clients. Our goal is to keep them coming back. Even if that doesn't happen for a long time, we do want them to eventually return to us. It's not about the money... it's about the client returning to someday spend more and more and more.

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
He\'s getting a lawyer!	tropicgirl	Salon Management	21	01-14-2005 11:26 AM

07-31-2002, 03:50 PM	#1 (permalink)
BooBop I love Derf!! Join Date: Apr 5 2001 Posts: 9,496 Rep Power: 13	My policy in no refunds for tanning or product. Today I get a call from a girl that just purchased a package on the 26th. She has used two visits. Problem is that I have cut my evening hours for 10pm to 9pm for the "slow season". She works til 9pm at the local mall pet store. She lives in a small town about 20 mins away and always tans after work. I asked if she couldn't come in earlier since we open at 8am. That is 13 hours for people to tan! She says she doesn't like to tan before work, and I understand that a lot of people do not like to, and some don't care. She is very nice and says she loves our place and has been very happy and will return to us when the hours are better for her. She was disappointed that the employee didn't tell her about the cut hour, BUT it has been posted for a month! I did tell her to come in Friday and I would work something out. Now here is my question. Should I divide the total of the package and give her the 8 sessions money back, or should I take two single visits off the refund? How would you handle this? I do think she will return and has been a very plesant client for the past 2 months.

07-31-2002, 04:09 PM	#2 (permalink)
SunCatcher Join Date: Feb 3 2002 Posts: 46 Rep Power: 0	Do those sessions expire after a certain amount of time?? I had the same kind of incident at my store, I also do not give refunds. I explained to the person my reasons for not giving refunds, I have had that posted in eyesight since day one. My minutes do not expire if they buy them per session or a package on a particular bed. I explained I was sorry for the inconvience but the new store hours have been posted, and you can come in on your days off, or they will be waiting for you until you do have the time. Do you sell the Shower in a Bottle?? Many of our tanners that tan on their lunch use that. I provide it on the counter,and on their way out, they do a quick spray and go back to work. Most of them have their own bottles though. Seems to work pretty well even though I'm not to big on it. Hope this helps. Although, if your set on giving the refund...definately charge for single sessions. Packages are cheaper to ensure bodies coming through the door when you aren't busy so you can sell lotion....ect. Yes....I would definetely charge full session price.

07-31-2002, 04:12 PM	#3 (permalink)
njchica Join Date: Mar 17 2002 Posts: 676 Rep Power: 7	Mitzi, remember that a happy customer will tell 2 people about your salon and an unhappy customer will tell 10. Sometimes we get so annoyed about people not seeing a sign or understanding a policy that we forget about how easy it is to please customers. This girl sounds like she truly intended to use her package and like she definitely will be patronizing you again in the future. I would give her the better of the 2 deals (I can't figure out which one it would be at the moment as I just woke up from a nap) and tell her that you are looking forward to seeing her again when you have extended hours. Refunding money stinks but sometimes we can't see the forest for the trees. I used to get so annoyed about someone wanting a price adjustment a day or 2 after the time limit but then I realized that it was like $10 and this customer would be in again spending much more than that. I realize that there is more money involved here but it's pretty much the same idea.

07-31-2002, 04:17 PM	#4 (permalink)
BooBop I love Derf!! Join Date: Apr 5 2001 Posts: 9,496 Rep Power: 13	Thanks for your reply Suncatcher My packages expire 365 days from the first session they use. So she would have until this time next year to use it. I don't sell the Shower in a Bottle, but I do carry JA's Body Mist and is a great product for my clients that tan and return to work. I will try to convince her on this. I normally have a bottle on the counter. Some will purchase their own and some will actually take a bath in it at the front counter and never purchase one. I will see what I can do with her on Friday face to face. But if I can't convience her, I think the single price should be deducted from the refund. Thanks, guess I just needed a little feedback on this. I don't want to loose her business totally.

08-01-2002, 06:59 AM	#5 (permalink)
Tamar Join Date: Aug 15 2001 Posts: 2,240 Rep Power: 8	Not sure what you charge for single sessions, but I'm assuming it would be a significant penalty to the customer to deduct this from what she has paid for. Consider GIVING her a bottle of the Body Mist (not sure of your cost), but it may be worth it to keep her as an active member. Convincing her to work around your schedule may take a little coaxing (or bribery). Seems as though the more signs you post, the less they read.

08-01-2002, 11:01 AM	#6 (permalink)
Golden Key Join Date: Feb 21 2002 Posts: 636 Rep Power: 7	I would deduct the price of 2 regular sessions from the total price of the package. The only reason I would refund the money in this case is because she wasnt told up front that the new hours would be shorter. I understand that hours are posted everywhere but in the same case this should have been explained. Just my opinion.

08-02-2002, 02:26 PM	#7 (permalink)
neon Join Date: Oct 21 2001 Posts: 801 Rep Power: 7	What did you decide on Mitzi and how did it go?

08-02-2002, 02:33 PM	#8 (permalink)
BooBop I love Derf!! Join Date: Apr 5 2001 Posts: 9,496 Rep Power: 13	I haven't done anything yet. She didn't come in before I left the salon. Now she will have to wait until Monday. No one is authorized in giving refunds. Maybe she has given it some thought and changed her mind??? We will see and I will let you know when or what happens.

08-02-2002, 06:42 PM	#9 (permalink)
Drew D Join Date: Jun 19 2001 Posts: 50 Rep Power: 0	Mitzi, I had a client who has tanned with us since we opened. She just purchased our 3 month summer package and found out she would be on the road with her job for 7 to 8 weeks. She called me about this and I offered to "freeze" her package until she got back. I think this bought us alot of good will with her and she told me she will refer her friends to us. It does'nt hurt us any and I think we have a customer for life. Just an Idea.

08-02-2002, 11:24 PM	#10 (permalink)
Bronze Star Join Date: Apr 11 2001 Posts: 2,732 Rep Power: 8	Drew... we do something similar. When an emergency comes up or an injury, illness or pregnancy... we freeze packages. We never give refunds... but we find other ways to work with clients. Our goal is to keep them coming back. Even if that doesn't happen for a long time, we do want them to eventually return to us. It's not about the money... it's about the client returning to someday spend more and more and more.

Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)