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Old 10-18-2006, 05:19 PM   #1 (permalink)
 
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Unhappy SERIOUS ADVICE-CUSTOMER "FELL" DOING MAGIC TAN!

I need some advice-customer came out of Magic Tan stating she slipped and fell down in booth. She complained about her elbow, and I looked at it and no visible trauma, then she came back inside and said her boyfriend noticed a mark on her shoulder. There was a "scrape", but she said it didn't hurt. I offered for her to go to a doctor, but she was ok and just needed to re-do the spray tan later. I told her to put ice on the elbow, and call if there was a change.

After she left, I wrote down the whole incident, but from what she said, and other strange versions of her story, I'm not sure what to do. She stated she opened the door as it was spraying, so not to get it in her eyes. On the wall outside the booth, there was a large "mark" on the wall, indicating she fell outside of the booth.

I'm going to call her and see if she is ok, what do you guys think I should do from here? I've got pictures of the wall, and the floor where it was very slippery. It was spotless before she got in, help!!!!!!!!!!!
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Old 10-18-2006, 05:23 PM   #2 (permalink)
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Re: SERIOUS ADVICE-CUSTOMER "FELL" DOING MAGIC TAN!

Definitely document document document. Its sounds like it was her fault. You did all you could and she refused. However, later tonight she might feel the need to go to the ER with massive bleeding and head trauma. I'd call and see how she is and then let it lay for awhile. Accidents happen
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Old 10-18-2006, 05:24 PM   #3 (permalink)
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Re: SERIOUS ADVICE-CUSTOMER "FELL" DOING MAGIC TAN!

We had a lady get stung by a wasp in one of our beds, random I know, but she was nice and said it was no big deal. I felt bad and give her extra time on her package, which I didn't have to, it wasn't my fault, but I thought I would, she was a good customer. Personally in this situation I wouldnt' offer her anything.
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Old 10-18-2006, 06:38 PM   #4 (permalink)
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Re: SERIOUS ADVICE-CUSTOMER "FELL" DOING MAGIC TAN!

You may have to report the incident by law. Check your with your State Regs.
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Old 10-18-2006, 06:57 PM   #5 (permalink)
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Re: SERIOUS ADVICE-CUSTOMER "FELL" DOING MAGIC TAN!

You may want to contact your insurance agent as well
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Old 10-18-2006, 08:40 PM   #6 (permalink)
 
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Re: SERIOUS ADVICE-CUSTOMER "FELL" DOING MAGIC TAN!

good luck, how scary for you.... it sounds like you followed typical protocol. Like others have said, i would check back with her, just so she knows you are thinking of her ( covering your butt too )
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Old 10-18-2006, 11:03 PM   #7 (permalink)
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Re: SERIOUS ADVICE-CUSTOMER "FELL" DOING MAGIC TAN!

First question - did she fall while she was in the booth or the room that the booth was in?

Second why would the floor outside the booth be slippery?

Third do you tell them to keep the door closed at all times - did she operate the machine outside of the guidelines you set forth?
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Old 10-18-2006, 11:05 PM   #8 (permalink)
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Re: SERIOUS ADVICE-CUSTOMER "FELL" DOING MAGIC TAN!

Oh yeah - dont check on her you may say something you regret - let her contact you and then be careful with what you say. It is too late to cover your butt the accident has already happened.
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Old 10-18-2006, 11:28 PM   #9 (permalink)
 
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Re: SERIOUS ADVICE-CUSTOMER "FELL" DOING MAGIC TAN!

Ok, she had previously spray tanned, but I gave her a refresher anyway. When she came out of the room to tell me what had happened, I got varying info. She said she fell inside the spray booth. After asking if she was ok, she said that she had opened the door on the first of the four sprays, as to not get in her eyes. She said she fell from position 1, getting into # 2. Well if she turned around to open the door on # 1, she was already in the wrong. Anyhow, obviously when she opened the door is when the floor got wet. We have mats on the ground, but they were slippery. Also, the solution on the wall indicates she fell outside of the booth. Our signature cards clearly outline liability, but that doesn't mean a thing. And when I tried to call and see if she was OK, cell phone had been disconnected, and home phone had no answering machine. But I wrote out a report, and took 40 pictures. I keep my whole place immaculate, I even actually vaccum behind the beds three times a week.
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Old 10-19-2006, 08:26 AM   #10 (permalink)
 
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Re: SERIOUS ADVICE-CUSTOMER "FELL" DOING MAGIC TAN!

Sounds like you have done just about everything you could do. I would notify my insurance carrier. Tell them that this is for information only and you are not requesting to open a claim. Most companies will appreciate that you are on top of your risk management. I would also document that you tried to contact her, but that the numbers were disconnected. Demonstrates that you are concerned.

There will be people that will sue you no matter what you do, but most people that sue, do so stating that the other party didn't care about what happened to them. Make sure that she knows you care, but don't admit anything. Don't say anything to suggest that you should have done anything differently. No statements that start with, "I wish I had" or "If I had done" or anything else that indicates you could have done anything differently. It sounds like you did everything EXACTLY the way you should have and she didn't follow your instructions for operating the machinery in a safe manner.

Good luck
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