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Old 11-01-2016, 06:11 PM   #1 (permalink)
 
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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?
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Old 11-03-2016, 01:52 PM   #2 (permalink)
 
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Re: Firing a Customer

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Originally Posted by rjwarner View Post
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?
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Old 11-04-2016, 04:03 PM   #3 (permalink)
 
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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?
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Old 11-04-2016, 06:57 PM   #4 (permalink)
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Re: Firing a Customer

Quote:
Originally Posted by rjwarner View Post
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.
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Old 11-06-2016, 08:58 PM   #5 (permalink)
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Re: Firing a Customer

Quote:
Originally Posted by rjwarner View Post
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.
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Old 11-07-2016, 02:39 PM   #6 (permalink)
 
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Re: Firing a Customer

You are in a customer service business. Kill her with kindness.
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Old 11-08-2016, 10:53 AM   #7 (permalink)
 
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Re: Firing a Customer

you have your dignity, you draw the line somewhere, i trust you
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Old 12-11-2016, 07:58 AM   #8 (permalink)
 
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Re: Firing a Customer

Over a 6 month free package at a local competitor
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Old 12-11-2016, 12:37 PM   #9 (permalink)
 
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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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