When I'm in a pinch and need a sunless tan rather quickly, I go to Sun Tan City. The sunless tans themselves have always been great. However, the customer service at this location is outrageously horrendous. I walked in to receive a spray tan about 10 minutes after the store opened, and was greeted by a woman who I assume was some sort of manager, whether the GM or assistant, because she was the only employee there at the time. I told her I would like a medium sunless with hydration. She asked if I had a membership, to which I said no. She then proceeded to tell me how much money I was spending on single sessions and walked around from behind the counter to talk to me about membership packages. I'm totally praising her for that sales tactic by the way, of stepping around from behind the counter. That's the first step in a great sale. She then explained the $20 a month sunless package to me, to which I said no. I told her I only come in once, maybe twice a year, and that I prefer to just pay for single sessions rather than have a membership for sunless tans that I will never use. She then proceeded to tell me how much of a mistake that I was making by doing that. I told her that I was in a little bit of a hurry at the moment, considering I had an appointment about 30 minutes after that. She then responded with, "I understand you're in a hurry, as most of our clients are," .... then she proceeded into her sales pitch again trying to get me to buy a membership. I finally had to use a firm, "No." She then put a snarky look on her face, retreated behind the counter, and was extremely rude to me throughout the rest of our transaction. I told her exactly what I wanted and that I'd like to do the bundle, to which she quipped, "Well you're still going to pay more to do that, you know that right?" Because of that reaction, I was so close to walking out. I said, "Yes, I know and I'm fine with that." She completed the transaction and as I was walking away towards the bed, I heard her say a rather vulgar thing about me to her friend who was in line behind me. I cannot fathom why a franchise would accept that sort of customer treatment from a person who's supposed to be the leader of a store location. There's a difference between trying to make a good sale and rudely trying to force one down someone's throat, after the customer has told you no multiple times. Either way, the establishment is getting my money, which is the ultimate goal in business. There is absolutely no need to be rude to a customer after they tell you no on a membership. After hearing multiple stories similar to mine occurring over the past few months at the same location, I can say that I will no longer be doing business there. A change in customer service, starting from the top tier of employees, is desperately needed at this location. read more
