EFT's are essential to a successful salon, however the idea is to provide great customer service with no surprises. I have my salon owners get a PO Box for sending cancellations to. When a client becomes a member you give them in written form the complete process for cancellation that requires sending it to the PO Box with a delivery receipt required. This should be a different form than your contract and should be signed and filed. This creates one more step to cancel reducing the amount of cancellations, it also gives you an opportunity to call them and sell the freeze program. The delivery receipt eliminates any confusion as to when they canceled. If I can write a letter and turn it in at the desk I may do so in the heat of the moment, the time it takes to go to the post office to request a return receipt gives me time to rethink my desire to cancel. Show them this up front make sure they understand at that point, don't gloss over it. |