sunchick7

About a month ago I sent out about 30 (out of a customer base of over 900)letters to customers who have not been in for a while. These were customers that I knew personally who came every month and reguarly purchased lotions and other retail items. The letter offered half off of an unlimited month if they came in by Aug.14th.
Now I have a customer who wants to know why she didn't get a letter (this is one of those customers who always wants something for nothing) I think she saw a lady come in with one of the letters. And one of the customers who got a letter wants to know if two of her co-workers (who tanned 1 month this spring) can get the same offer.
GEEZ! Try to do something nice!
I need ideas on how to handle this

pam

How about telling them that it was an incentive for people who havven't been in for awhile. Offer her a the regular price for one month and the special for the second month. Must be purchased at same time and used 2 consecutive months. I try to never tell a customer no but that doesn't mean I give them everything they want...change the deal a little. If they find out they can push you one time, they will keep doing it....I know from experience.

X-Treme Tropix

Or tell them it's for VIP customers that spent thousands of dollars and it's their reward for being the best customer. LOL.....tell her it's like frequent flyer miles. This is the frequent tanners club incentive.

X-Treme Tropix

I recently went thru my list and reviewed the ones that paid the most throughout the year. My top spender was given a free package. He was very excited, already used it and just recently bought a new package. He also has told me he will continue to renew his package every month ($100/month). That's incentive.

top250tansyou

Give them the deal. Come one come all. Yes I did give that deal to them and since i want your business you can have it too.

Had a guy come in the other day from a salon I was at previously I gave him better deal than he was getting. If his wife wants it - bring her - his brother - bring him - his mom - bring her - you getting the picture. Unless your busy season is in August and September you better do what you can to bring them in.

lil_missfit

Point taken.

pam

Basically, this time of year when a customer comes in with money, I do whatever I can to legally get it from them

tuscanysun

Good Posts! I had the same thing happen and I just looked at the customer and told her she didn't need that lost piece of paper in the mail!! I would give her any deal she wanted. She was happy with that.

jo

I like the idea of bribing old customers back but, when the phone company does it and doesn't reward me - the one who never left - I get a little miffed. I would want to have a policy in place to explain why so-and-so was treated and why this one wasn't or have some other deal for them...to be fair. Reward according to patronage.

dhgranstrand

Let me get this straight.... you sent out fairly expensive(per customer) mailers and you are now wondering what to do with people who walk in and want the same deal but did not receive the mailing?

I have read here that you can expect about a 10% return rate on mailings but I have never heard anyone quote a return rate on non-mailings!!!

Are you complaining? I'm sure confused! I thought the whole idea of a mailing was to get people in to your salon and buy the item/package you offered?

Sounds like a success to me! SELL... SELL... SELL...