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client dismissal

Ok, so we have a client that has been seeing me for massage since 2005 (off and on) and after continual conversations has given me reason to dismiss them from our spa. Therapists come out mortified because she keeps making "sex" sounds during the massage session. She had been talked to by me a while back and was acting appropriately for some time but yesterday my staff informed me that she did this very loudly and other pedicure clients heard and were upset by the behavior. It was a male therapist in the room with her which makes things even worse. I need help with a client dismissal letter because I don't want her in my place anymore. She never actually pays for anything just buys things from our radio auction. She still has 3 or 4 certificates left and we had been trying to get them over with but this is the last straw. Thank you for your help.

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Comment by Daniel Cohen on July 24, 2011 at 9:40pm: Do not confuse protected class with minority. Does the place have a policy on refusal of service? Does it state that one complaint from another client regarding behavior will result in refusal of service? If it does than it probably wont stand up in court anyway. You might want to ask a paralegal service before you do anything about refusing service. If you do it don't be surprised if she gives you bad reviews online. Ask the paralegal about how to deal with those if it happens.

As far as finding another therapist, the issue is the salon is refusing to serve her.

Comment by Massage Gnome on July 24, 2011 at 8:35pm: She is not a minority in any way that I can tell. She currently has appointments that are set up on the books so I think that it is not going to work to not be able to agree upon a time. Also, if she can't get me to commit to a time which I have tried in the past, she will call until she gets a staff member that can't handle making the tough judgement calls and will give in and put her on the books.

Comment by Denise H. Williams on July 24, 2011 at 5:40pm: Keep your communication with this person brief and most of all be direct and honest. Don't dance around the issue. Don't make up excuses - simply state what you want.

I've written one "Dear John/DearJane" letter in the 12 years that I've been in practice. It was very simple and to the point and went something like this: (yes is was very to the point)

Dear Ms Doe.

After much consideration, I feel you would be better served by finding another massage therapist.

Sincerely,

Denise Williams

I felt amazing sense of relief as soon as I mailed the letter!

Comment by Daniel Cohen on July 23, 2011 at 5:38pm: I think the best thing would be simply to be unable to agree on an appointment time. Don't put anything in writing because unless you have a policy that she has violated you would be leaving yourself open for a lawsuit. Does she fit any of the federally or state protected classes (age, national origin, religion, race, etc.)? If she does you better prepare a good defense.

I understand your problem but just be careful that you are not being setup. Good luck.