Sticky Situation: Hardship Cancellations
What do you offer a client who cancels their spa membership due to a personal hardship?
The Situation: “I cancelled my membership because I got laid off at work,” explains says an anonymous spa-goer. “When I called to cancel, I was surprised that they didn’t ask me why I wanted to cancel or try to persuade me to stay. Had they said the right thing or offered an alternative, I would have been open to keeping my regular visits.”
The Solution: “If this was my client, I would be extremely understanding of the situation and try to offer discounts on individual future, rather than tying her to a membership program,” says Tamara Friedman, owner of Tamara Spa + Wellness in Farmington Hills, Michigan.
“If it is a client who has been loyal and has just fallen on hard times, I always try to work with them,” says Felicia Brown, author of Free & Easy Ways to Promote Your Massage, Spa & Wellness Business, business and marketing coach and owner of Spalutions Massage. “If it is a new client that has not demonstrated loyalty to us and is just looking for a deal, the price will most likely not change.”
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