What to do with JERK customers

[Miss sunshine]

Although I am a new member here, I've been observing this site for several months. I really do not like internet chat/message sites but this one seems most professional and would really appreciate advice. (you all seem to have an answer for everything)

Here is my situation, I have a group of 3 clients that live together, split their package together and tan together. 2 males with crazy names I can't pronounce and a nice asian girl. The 2 guys are the rudest human beings on this planet. They have no patience nor do they have any respect for anyone. (You know those people that are just miserable and believe EVERYONE is beneath them, and no looks cant even justify their actions for they are...well, just plain ugly).

They spend money on packages and lotions but just irritate and really cause me and my staff to be uncomfortable with their constant sour attitudes. I realize that this is just who they are, its their perosnality but MAN I hate serving them. They don't care to learn any of our proceedures (book appointments & not show up, feel hassled that i ask for their name when they call over the phone so i can book their beds) In a nutshell these are people you could kill and would not be missed . Should I stop servicing them? They do buy one of my largest packages and lotions.
How can I comfort them with this without causing a scene? I feel bad for their 1 female friend whom is a very nice and respectful girl. (at least to your face)
thanks for letting me rant, any advice appreciated.

[Natureboy]

Suck it up if they spend that much $$. Unless they are making sexist, racist and such comments to the staff. Part of being in business IMO....to a point...but depends on how far they are going to be rude.

Or next time they buy a big package, kick them out the day after.

[blondjuls]

There are always going to be people you don't like. Just take their money, since they are spending it and put them in their beds. You don't have to sugar coat your responses to them either.

If they are rude to you, just ignore it. Or even say something to them, like "I appreciate your business and I'm always striving to give you the best service and products, but you're constantly being rude to me and/or my staff and I would like to know if there is a way we can better our relationship? Is there something you need that you feel like you aren't getting?"

See what they say and respond accordingly. There are plenty of people who come in my salon that have rubbed me the wrong way in some fashion. As long as they are paying customers and aren't out of control with their behavior, I ignore it...or cop an attitude back. You don't have to take abuse with a smile, but if you want their money you'll have to find a common ground.

PS. Welcome

[dcjjp2]

Part of dealing with the public. Get used to it.

[brownsuze]

Approach 1: kill 'em with kindness. Act glad to see them, give them a packette to sample "O wehn I heard about this I thought of you two, because you like _____. Try it! Tell me what you think!"

Approach 2: ignore them, forget them, no eye contact, no smiles. Just take their money and nothing extra.

Personally, I'd try 1 and if it didn't work, go to 2. But you might also add up all the money the 3 of them spend in a year and see if you'd like it to walk out the door. Think of them each as a huge $1200 bill and see if that doesn't make their attitude easier to swallow.

[raynchris]

I say put them in the hottest bed you have and crank it up. But apologize afterwards profusely.
That way, you will get satisfaction. Plus, they'll still come back due to your sincerest apology and possibly a free tan to sweeten it.

[Mannytan]

Originally Posted by brownsuze

Approach 1: kill 'em with kindness. Act glad to see them, give them a packette to sample "O wehn I heard about this I thought of you two, because you like _____. Try it! Tell me what you think!"

Approach 2: ignore them, forget them, no eye contact, no smiles. Just take their money and nothing extra.

Personally, I'd try 1 and if it didn't work, go to 2. But you might also add up all the money the 3 of them spend in a year and see if you'd like it to walk out the door. Think of them each as a huge $1200 bill and see if that doesn't make their attitude easier to swallow.

I agree with this 100%.

[raynchris]

But in all seriousness, everyone's right. Unless these people make racial or any kind of discriminatory remarks, moneys money. And I'm sure they realize that as well.
If it gets to the point you, your staff or ANY other customer feels threatened or uncomfortable, you're going to have to ask them to tan elsewhere. Even though moneys money, would like to lose 1, 2 perhaps 5 customers because of these misfits. Keep that in mind.
But remember, if you ask one to go, you'll have to ask all of them. Elsewise, it may create more problems further down the road.Quick question, what do you mean by they split they're packages and tan together ?

[Brian Oshman]

First, no sharing. Make them all have their own packages. If they don't show up for an appointment, deduct a session.

[esun]

Originally Posted by Brian Oshman

First, no sharing. Make them all have their own packages. If they don't show up for an appointment, deduct a session.

Deducting a session to someone with a month or 3 month package is of no consequense at all. my policy is if you miss 2 appointments in one year , you lose the ability to MAKE appointments and are walk-in only!

[Din]

Ban them from being able to book appointments if they miss more than 2 appointments.

Tell them to stop being rude. You don't have to be all nice and suck it up. You are a human being. You are providing a service for them....tell them..."Did i or my staff did anything to offend you in any way?" NO? Then why are you being rude to us?......

Tell them straight up.....would you like it if i called you dick or didn't give a shit when you walked in and treated you like shit? NO? Then why treat us that way?

Tell them you are being straight up with them and you don't sugar coat anything. They'll appreciate it and they will be extra nice in return.

Biggest packages split 3 ways means they are paying the least amount in thirds. Tell them you will stop honouring splitting packages for them if they continue.

Don't have to take their shit.

I opened a business to stop putting up with people's shit. This is a luxury, a tanning spa.....not the phone company. People come here to relax and get away and the experience. So your attitude will not work in this establishment. If it continues, you'll have to find somewhere else to tan.

[esun]

exactly!

[brownsuze]

I'm curious as to the background of these guys. Israeli? Middle Eastern? Or European? just curious. Some peoples are not as nice to others (women) because it is their cultural learning, others just SOUND as tho they are being unkind because their launguage has different inflections and they can come across as being angry or rude when they are just doing regular chit chat.

[blondjuls]

I would like to add...you shouldn't be sharing packages.

No transferring or sharing of any kind. Cheap people are often rude, not always, but often.

[Din]

They can share the $999 package if they like. Don't have a $999 package? Well make one up on the spot for them.

[blondjuls]

You should have them sign a rules and regulations along with the standard tanning waiver. This is what I have...

Resort Policies and Procedures

• Since we encourage our customers to try a sample packet of lotion before buying a bottle, we do not give refunds on product purchases. Please take advantage of our extensive line of single use lotion packets before investing in a larger bottle of lotion.

• We are the only salon in this area to give a complimentary first visit to our level one equipment, allowing prospective customers to recognize the high quality of our equipment and services prior to purchasing; therefore, we do not offer package refunds.

• We do not allow transferring or sharing of packages and you may not tan under another person’s name. No exceptions!

• Customers must be at least 16 years of age to tan at this resort and at least 18 years of age to tan without a parent or guardian’s signature on their release form.

• The salon staff will determine the tanning session times of all customers under the age of 18, neither the customer nor their parent/guardian will decide their tanning schedule.

• We encourage customers to make appointments, especially during the busy season. If you will not be able to keep your appointment, please call and cancel or reschedule prior to your scheduled appointment time. We will only hold appointments 10 minutes past their scheduled time before releasing the bed to another customer.

• We require you to wear protective eyewear while tanning in our facility. This is for your protection. Note: closing your eyes will not protect them! Please make use of the eyewear that we provide free of charge or use your own.

• We require you to use tanning products designed for indoor tanning use only. Baby oil and other outdoor tanning products contain ingredients that damage the acrylic surfaces of the tanning beds and are prohibited from use in our facility.

• Jewelry and watches scratch the delicate acrylic surfaces of the tanning beds therefore, we ask that you please remove all jewelry and watches prior to entering the tanning bed. If you do not abide by regulations #8 & #9, you will purchase the replacement acrylic, $200-500, depending on which one you ruin.

I will not tamper with the tanning device. I understand that the salon reserves the right to cancel any membership or package without reimbursement for customers who are verbally abusive, act inappropriately, do not abide by salon rules, are destructive in any way, or any other reason salon management deems fit.

I have read, understand, and agree to comply with the above listed policies and procedures.


__________________________________ Date:_______________________
Customer Signature

[Din]

Originally Posted by blondjuls

• The salon staff will determine the tanning session times of all customers under the age of 18, neither the customer nor their parent/guardian will decide their tanning schedule.

Shouldn't this be for ALL customers and not just under 18 customers? Over 18 don't know your beds or exposure schedules with your equipment either.....

[blondjuls]

We suggest times based on schedule and skin type, but within 1-2 minutes will sometimes be flexible. Not with under 18. There is no leeway and they can't deviate from the manufacturer's schedule in any way what-so-ever. We skin type and then they MUST go strickly by the schedule times regardless of whether they think they should move up a couple minutes or their parents think so or whatever.

[blondjuls]

Oh and if they come to us from another salon, they have to start over. For over 18, if they have been doing full sessions at a competitor, they sign a sheet saying they have been tanning regularly and where and when their last visits were and we start them on a similar schedule.

As a tanner before, I moved from Texas and had the darkest tan possible when I moved here. My competition would only allow me to go 6 minutes...I was incredulous...I was darker than they could ever dream of being. I was a year round tanner. I figured it was government regulations that had forced policies that way....NOT the case. We are in a non-regulated state.

These are my own policies. Don't worry...I don't over expose people.

[EliteMike]

People are morons, Juls has a good policy.

When I first opened, I had soo many customers saying they want to go in for the max time. I rarely allowed it, most people were thankful we were being cautious. There were those that came out and said they didn't get anything, but the next time they came in they tell me their redness started to show later in the day. These were the ones that frowned when I'd only let them in 4-5 mins. All I could say was I told you so.

but but, your bed wasn't even that hot......

I now have a Did you know sign up that talks about heat and the negative roll it plays in tanning.