I have been a customer of Cowabunga tanning for four years,through two management changes,with escentially no problems. I give them my money, and I tan. My teenage daughter and many of her friends WEREalso customers. When I booked my appt. today I was told that my minutes were gone with the old owners, and they had advertised in the local papers. I didn't get the memo.. and I've never seen a teenage girl read te paper.
I have been in customer service for many years and am aware that the customer is not always right. But the new owner let me leave after telling me that she had done everything she could to let us know of the changes. She didn't offer me a tan, or try to sell me a package, or even be appologetic for the loss. I was a guaranteed sell standing in front of her, and she made me feel like it was my fault for not reading the paper.
After coming home,I phoned her and asked why she didn't try to keep me as a customer, offer me anything or at least give me a sales pitch, SOMETHING. She walked into a gold mine of guaranteed clintele. And with little effort, and cost could have retained and built on the already there customer base. Insetad she is losing customers that were well established. At least four of my daughters' friends have left this business. I defended it and explained that it is hard for new owners and it takes time to organize. I didn't realize the level of rudeness.
When I phoned the owner, and explained (calmly) my feelings of disappointment. She said she was frusterated as well, was losing a lot of customers in the transition, and then hung up on me.
I am upset with their lack of service, I will not recommend it, and bad service spreads faster than good, I'm upset that I am witing this blog and taking time out of my day, and I'm upset that I have to find a new business. read more