Customer wanting her package extended - tanTALK

sbtanning · 09-07-2004, 01:49 PM

We have a customer that purchased our 20 days for $20 package, she tanned on this package 7 times. She claims she was in the hospital for 4 days and could not use the package. I don't know if this is true, there is a 4 day period where she did not tan, but did use it before and after this lapse. I think she still go a lot of value out of this package. She would like to "compromise" and have us extend the package for another 7 days?! How would you handle this?

sweetpea · 09-07-2004, 02:04 PM

Was she in the hospital over the labor day weekend????? Perhaps she was travelling and wants to use you. I would say NO. My goodness she is only paying 1.00 a tan as it is. Stick to your guns and tell her no.

pam · 09-07-2004, 02:17 PM

I would extend it for the 4 days she was in the hospital. Let her know it is an exception and that you don't usually do it but because of 'her' circumstances you will do it this one time.

Neon Beach · 09-07-2004, 02:23 PM

I agree with pam.

tanu01 · 09-07-2004, 02:39 PM

I agree with neon.
Flick

A FIRST!!!!!

aymi · 09-07-2004, 03:39 PM

I might ask to see her discharge papers-what if she's on new meds or special instructions from the doc? That way if she's lying you'll know, and if she's telling the truth, you might come off like you're going above and beyond for her safety.

tanu01 · 09-07-2004, 03:46 PM

This is not anything but some one trying to rip you off,give her the four days,if she's not happy give her the road.
Ticking off a customer the last thing I ever want to do, but it happens.
Flick

X-Treme Tropix · 09-07-2004, 04:27 PM

I agree with Pam. Again tell her you will make this one exception due to the circumstances, give her the benefit of the doubt and just give her 4 days. This will make her feel special and if she's telling the truth than great, if she's not maybe she'll feel bad that you are willing to extend it.

lil_missfit · 09-07-2004, 05:03 PM

I'm with them. Give her the days. A happy tanner cost you lots less, than a unhappy tanner.

MATT A · 09-07-2004, 05:17 PM

I AGREE WITH PAM THIS HAPPENS TO US ALL THE TIME WE DO IT ONCE AND LET THEM KNOW THAT. PUT A COMMENT UNDER HER NAME AND TELL HER IT IS A ONE TIME DEAL. OR YOU COULD ASK FOR A HOSPITAL REPORT AND ASK TO SPEAK TO HER DOCTOR. HIPPA LAW STATES THEY CAN'T DISCLOSE ANYTHING. JUST KEEP HER HAPPY.

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09-07-2004, 01:49 PM	#1 (permalink)
sbtanning Join Date: Dec 2 2003 Posts: 50 Rep Power: 0	We have a customer that purchased our 20 days for $20 package, she tanned on this package 7 times. She claims she was in the hospital for 4 days and could not use the package. I don't know if this is true, there is a 4 day period where she did not tan, but did use it before and after this lapse. I think she still go a lot of value out of this package. She would like to "compromise" and have us extend the package for another 7 days?! How would you handle this?

09-07-2004, 02:04 PM	#2 (permalink)
sweetpea Waiting Confirmation Join Date: Nov 21 2003 Posts: 138 Rep Power: 0	Was she in the hospital over the labor day weekend????? Perhaps she was travelling and wants to use you. I would say NO. My goodness she is only paying 1.00 a tan as it is. Stick to your guns and tell her no.

09-07-2004, 02:17 PM	#3 (permalink)
pam I'm Banned Join Date: Oct 29 2001 Location: USA Posts: 3,893 Rep Power: 0	I would extend it for the 4 days she was in the hospital. Let her know it is an exception and that you don't usually do it but because of 'her' circumstances you will do it this one time.

09-07-2004, 02:23 PM	#4 (permalink)
Neon Beach Join Date: Nov 30 2000 Location: Ontario Age: 61 Posts: 38,594 Rep Power: 107	I agree with pam.

09-07-2004, 02:39 PM	#5 (permalink)
tanu01 "The Man" Join Date: Mar 4 2003 Location: ohio Posts: 4,015 Rep Power: 23	I agree with neon. Flick A FIRST!!!!!

09-07-2004, 03:39 PM	#6 (permalink)
aymi Join Date: Aug 8 2004 Posts: 134 Rep Power: 20	I might ask to see her discharge papers-what if she's on new meds or special instructions from the doc? That way if she's lying you'll know, and if she's telling the truth, you might come off like you're going above and beyond for her safety.

09-07-2004, 03:46 PM	#7 (permalink)
tanu01 "The Man" Join Date: Mar 4 2003 Location: ohio Posts: 4,015 Rep Power: 23	This is not anything but some one trying to rip you off,give her the four days,if she's not happy give her the road. Ticking off a customer the last thing I ever want to do, but it happens. Flick

09-07-2004, 04:27 PM	#8 (permalink)
X-Treme Tropix Join Date: Dec 22 2003 Location: MO Posts: 274 Rep Power: 21	I agree with Pam. Again tell her you will make this one exception due to the circumstances, give her the benefit of the doubt and just give her 4 days. This will make her feel special and if she's telling the truth than great, if she's not maybe she'll feel bad that you are willing to extend it.

09-07-2004, 05:03 PM	#9 (permalink)
lil_missfit Join Date: Sep 29 2003 Location: Arizona Posts: 1,374 Rep Power: 24	I'm with them. Give her the days. A happy tanner cost you lots less, than a unhappy tanner.

09-07-2004, 05:17 PM	#10 (permalink)
MATT A I'm Banned Join Date: Sep 6 2004 Posts: 13,921 Rep Power: 0	I AGREE WITH PAM THIS HAPPENS TO US ALL THE TIME WE DO IT ONCE AND LET THEM KNOW THAT. PUT A COMMENT UNDER HER NAME AND TELL HER IT IS A ONE TIME DEAL. OR YOU COULD ASK FOR A HOSPITAL REPORT AND ASK TO SPEAK TO HER DOCTOR. HIPPA LAW STATES THEY CAN'T DISCLOSE ANYTHING. JUST KEEP HER HAPPY.

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