Too Fat To Tan

Too Fat To Tan – After a woman purchased a tanning package, she was told she was too fat to tan at a tanning salon, and the salon would not give her a refund. The employee said, “Sorry, but I’m not going to let you tan today because we’ve just implemented a new policy where anyone over 230 pounds can’t go in one of our beds.” When the Customer asked for a refund, she was told we don’t give refunds. When the local news got involved, they called the tanning salon manager, Gus, and asked him if he would refund the Customer’s tanning package. Gus suggested that the Customer contact her credit card company and try to cancel the transaction. Watch the news report, Too Fat to tan.

How it should have been handled – It won’t shock you that the Better Business Bureau gives this tanning salon an ‘F’ rating. I totally understand safety first, as well as company restrictions for maintaining their equipment. It is not the policy that was wrong, but how they handled the situation. They have a standup bed that was not working that day, so this Customer’s only option was the laydown bed. All they had to do was apologize for the inconvenience that the salon caused because their standup bed wasn’t working, and add a complimentary tanning session to her package for the inconvenience of not being able to tan that day. And more importantly, educate the Customers about any restrictions before they purchase a package.

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About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.