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Old 11-23-2004, 10:44 AM   #1 (permalink)
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I had a client call up and ask to cancel her unlimited tanning package because she is now on medication. Her doctor requires her not to tan. her main objective was to get tan for her vacation and now she can't. So she no longer wants it. I told her she needs to bring in the doctors note. What do you guys do when a client wants to cancel their package?? do you let them if they are on medication?? I would think so...right?
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Old 11-23-2004, 10:51 AM   #2 (permalink)
 
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prorate based on the single visit price. If they came more than 4 times then they usually don't get any $$$.
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Old 11-23-2004, 10:56 AM   #3 (permalink)
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We have only had that happen once. We did exactly what engfant suggested. I prorated and refunded the difference. The client was ok with that. She said she appreciated it since we didn't have to refund any. She has since referred a few clients to us.
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Old 11-23-2004, 11:14 AM   #4 (permalink)
 
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and the same procedure for any package, not just a monthly unlimited. We've refunded 1/2 packages (pro-rated) due to medical conditions as well as moving out of state. Situations arise and I would expect the same courtesy.
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Old 11-23-2004, 11:16 AM   #5 (permalink)
 
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Don't ask for the Dr's note, it is insulting. Either refund as said or freeze her package if she will be able to tan in the future.
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Old 11-23-2004, 11:16 AM   #6 (permalink)
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I don't ask for a note and cancel her membership right away. Customer service is number 1. When she is off the medication, she will be back because you took care of her.
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Old 11-23-2004, 12:07 PM   #7 (permalink)
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Easy if you have sign that says no refunds or exchanges
Politely explain your posted policies.
If she insists, then offer as an exception you will allow with a doctors note her to transfer the remainder of the package to be transfer to a friends name.
OR
Offer her a gift ceretificate in the amount remaining...
Example: if she purchased a $50.00 unlimited and used over 50% of it...
give her a Gift certificate for a 15 day unlimited to be used by 12/1/05
with a doctors note

JMHO
Good luck.
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Old 11-23-2004, 12:18 PM   #8 (permalink)
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We freeze their pkg untill they are off the med's.....no one has for a refund yet .
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Old 11-23-2004, 12:29 PM   #9 (permalink)
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i had suggested that to her....(if she wanted to freeze it until shes off the medication.) She said no because she only wanted to get tan before her vacation. Now she cant tan at all before she goes so she wants to cancel it. WHATEVER!! Why wouldnt you want to look tan anyways ya know?? Thanks for the info guys!!
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Old 11-23-2004, 12:42 PM   #10 (permalink)
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I had kind of a similar situation for a vacation tanner and not wanting to send an unhappy customer out into the world, I allowed a dollar for dollar on her remaining Pro-rated amount which was about half and she bought a moisturizer and was completely happy and I still made a profit! I think it has to be evaluated in how you value that person as a customer. It's a gut call and you as the salon owner have every right to make whatever return & cancelation policies that you want...Is this person ever going to come back or refer customers? An un-happy customer will complain to 10 people and destroy potentially preceived positive image. Then again if you have been in business for a while & don't care if they come back cause biz is so good, Thanks for sending them my way!
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