Firing a Customer - tanTALK

rjwarner · 11-01-2016, 07:11 PM

There is a customer that is a real pain in the rear, and I have had it with her. At what point is it worth firing a customer, knowing that I will receive horrendous online reviews?

And what can I do to combat these reviews?

Steve Underhill · 11-03-2016, 02:52 PM

Quote:

Originally Posted by rjwarner

There is a customer that is a real pain in the rear, and I have had it with her. At what point is it worth firing a customer, knowing that I will receive horrendous online reviews?

And what can I do to combat these reviews?

What kind of problems are you having with this customer?

rjwarner · 11-04-2016, 05:03 PM

Just a kiss my *** attitude, constant rolling of eyes, seems like she doesn't want to be there, always complains that she has to show eyewear, just an overall unhappy person, and I don't need it.

complained and said she wouldn't ever come back to our place, but.....here she is.

I was frustrated and said, "Ithought you weren't going to be tanning here!" Her reply was, "for now, it is convenient."

Thoughts?

tanu01 · 11-04-2016, 07:57 PM

Quote:

Originally Posted by rjwarner

There is a customer that is a real pain in the rear, and I have had it with her. At what point is it worth firing a customer, knowing that I will receive horrendous online reviews?

And what can I do to combat these reviews?

Why let her get to you ? Thats what she want.

I just got rid of some one who liked to fire customers she thought were pains in the butt.

A lot of my customers really liked her - BUT................ It will take me ages to get back her pain in the butts. Most of them spenders.

Treat her like she treats you - but -- do it jokingly.

Are you there to have every day for enjoyment or there to make money ? Running a tight ship is never fun.

DH · 11-06-2016, 09:58 PM

Quote:

Originally Posted by rjwarner

Just a kiss my *** attitude, constant rolling of eyes, seems like she doesn't want to be there, always complains that she has to show eyewear, just an overall unhappy person, and I don't need it.

complained and said she wouldn't ever come back to our place, but.....here she is.

I was frustrated and said, "Ithought you weren't going to be tanning here!" Her reply was, "for now, it is convenient."

Thoughts?

We call those Marylanders. We're used to that. You have to remember that we're all considered rude to somebody. They have to do something like these for us to fire them:

When they're disrespectful to our workers.
When they're rude to our other clients.
If they're openly loudly nasty in our store.
When they're always trying to break our rules.
**** in our trash cans.
Intentionally cause more work for our staff to be mean in the room.

And anything else that is in BAD faith.

But a bad attitude is one that I find it hard to fire a client over because our country is full of miserable people that feel entitled. Many of those people come to our salons for the only 30 minutes of happiness they ever have in their day.

Steve Underhill · 11-07-2016, 03:39 PM

You are in a customer service business. Kill her with kindness.

Hot Tan · 11-08-2016, 11:53 AM

you have your dignity, you draw the line somewhere, i trust you

Black Sun · 12-11-2016, 08:58 AM

Over a 6 month free package at a local competitor

KaseyandTheSun · 12-11-2016, 01:37 PM

Since I've been assistant manger we've never had to fire a customer... and I've been here five years... 6 in August...

11-01-2016, 07:11 PM	#1 (permalink)
rjwarner Join Date: Aug 19 2007 Location: midwest Posts: 120 Rep Power: 18	Firing a Customer There is a customer that is a real pain in the rear, and I have had it with her. At what point is it worth firing a customer, knowing that I will receive horrendous online reviews? And what can I do to combat these reviews?

11-04-2016, 05:03 PM	#3 (permalink)
rjwarner Join Date: Aug 19 2007 Location: midwest Posts: 120 Rep Power: 18	Re: Firing a Customer Just a kiss my *** attitude, constant rolling of eyes, seems like she doesn't want to be there, always complains that she has to show eyewear, just an overall unhappy person, and I don't need it. complained and said she wouldn't ever come back to our place, but.....here she is. I was frustrated and said, "Ithought you weren't going to be tanning here!" Her reply was, "for now, it is convenient." Thoughts?

11-07-2016, 03:39 PM	#6 (permalink)
Steve Underhill Join Date: Apr 21 2004 Location: Frisco, TX Posts: 1,502 Rep Power: 21	Re: Firing a Customer You are in a customer service business. Kill her with kindness. __________________ Stephen Underhill Consultant steve@smuconsulting.com

11-08-2016, 11:53 AM	#7 (permalink)
Hot Tan Join Date: Sep 16 2014 Location: Los Angeles, Ca. Posts: 261 Rep Power: 11	Re: Firing a Customer you have your dignity, you draw the line somewhere, i trust you

12-11-2016, 08:58 AM	#8 (permalink)
Black Sun Join Date: Nov 19 2010 Location: GA Posts: 933 Rep Power: 15	Re: Firing a Customer Over a 6 month free package at a local competitor

12-11-2016, 01:37 PM	#9 (permalink)
KaseyandTheSun Join Date: Jun 2 2013 Posts: 120 Rep Power: 12	Re: Firing a Customer Since I've been assistant manger we've never had to fire a customer... and I've been here five years... 6 in August...

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