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Page 2 Volume 11 Issue 4
Handling the Situation is YOUR
opportunity to share how you
handle various situations.
Everyone that sends in a
response will be entered into a drawing for
a USPTA shirt/t-shirt.
SITUATION: A member has purchased a
racquet from outside of your tennis shop.
The racquet has cracked, and they now
want you to return the racquet for warranty
replacement. How do you handle this
situation?
We will always take care of our members
and their needs. So, we say sure we would
be happy to send it back for you.
The policy is if they bought it here we pay
the shipping of the racquet going back. If
they bought it somewhere else we will
send it back for them and just charge them
the shipping cost we incurred, and we
encourage them to include a note with it
about how it cracked and the receipt.
In a
medical
advance
inspired by recessionary
thinking, researchers from the Nicholas
Institute of Sports Medicine and Athletic
Trauma at Lenox Hill Hospital in New York
City announced that they’ve developed
an effective and supremely cheap treatment
for chronic tennis elbow. Huddling a
while back to brainstorm about inexpensive
methods for combating the injury,
the scientists glanced around their offices
and noticed a homely, low-tech rubber
bar, about 8 inches long, which, at the
time, was being used for general physical
therapy programs.
The researchers recruited 21 people with
chronic, debilitating elbow pain. Ten of
them were assigned to standard physical
therapy treatment for tennis elbow; this
Then with the return of the racquet we will
re-string it for free with no labor charge. If
the string is not provided, then we will
string it at regular price with the string of
their choice.
This helps to encourage them to buy here
next time. We also tell all our members that
we will try to match the price they would
pay on the Internet (including shipping,
stringing and service charge, etc.). Almost
all buy from us now. We do this with sunglasses,
racquets, shoes, etc.
Dave Neuhart
You do not charge for the service. You will
be earning the trust of the member that
you will take care of him. It is not just
about always making money. You take
care of your members and it will pay off in
the long run. Word goes around to other
members.
Steve Machen
was the control group. The other 11 also
received physical therapy, but in addition
were taught a choreographed exercise
using the rubber bar that they practiced
at home. After less than two months of
treatment, the researchers terminated the
experiment. The early results had been
too unfair. The control group had showed
little or no improvement. But the rubberbar-using
group effectively had been
cured. Those patients reported an 81 percent
improvement in their elbow pain
and a 72 percent improvement in
strength.
“We couldn’t believe how fast and well
the therapy worked,” says Timothy Tyler,
PT, ATC, a clinical research associate at the
Nicholas Institute and one of the authors
of the study. “We were seeing improvements
in five weeks, even three. It was
crazy.” He and his colleagues realized that
a single, unhurried exercise using a tensile
bar that looks like an oversized licorice
Tell the customer, "Normally the original
seller would handle but I'm always glad to
help out a good member." We do not
charge for this service.
When dealing with members it's in the
best interest of the pro and the club to
build long-term loyalty. The member is
very likely to make future purchases from
the club and may also mention your good
deed to other members. A little personal
good will goes a long way.
Dean Ness
I always charge them a $10 fee to send the
racquet back but if they got the racquet
from a mail order, I tell them to send it
back to that company. If they are a good
customer and I have that account I will
take care of it, but I always explain that if
they bought it from me they wouldn't be
having to deal with this issue.
Jimbo Hobson
NEXT SITUATION: How do you handle lesson
no-shows? Do you have a cancellation
deadline, and if it is past that deadline do
you charge the person for a no show? Send
your solution to usptasouthern@gmail.com
U S P T A
stick could create an eccentric contraction
all along the forearm. Eccentric contractions
require the muscle to work against a
force, in this case the coiled bar. “You can
load a tendon so much more eccentrically”
than with concentric exercises.
The Thera-Band Flexbar, it’s available on
Amazon.com or Allegromedical.com.
See a short Youtube video in use at
http://www.youtube.com/watch?v=bV-
RjM_Y_hc&feature=fvsr (or search Thera-
Band)