33 Comments Disclaimer: As I have said before, the customer is the backbone of any business, and I valueall of my customers and their time. BUT, why is it that the 1% spoils it for everyone else?The vast majority of my clientsare lovely, considerate anddo value my time. However, sometimes I get those customers who are not valuing me back… And for a relationship to work it needs to be reciprocal!
Allow me to blow off some steam and share with you, my fellow lash n’ brow gals and guys, an open letter to all those bad clientsout there who disrespect us, and our time.
Maryann has an accomplished, 30+ year background in the beauty industry. As a cosmetologist she opened her first salon in ’83. She has specialized as an educator since 2006. Maryann knows what it takes to create successful salon businesses and is here to share her experience with you.
This has nothing to do with the above. I’m having awful retention issues. I follow humidity don’t swipe make sure lash is clea proper application what am I doing wrong
Hi Karen,
Thank you so much for the Love, Love, Love!
;-)
Hi Natalir,
I’m so happy you enjoyed my rant. We have all been there. And thanks for sharing.
:-)
Hi Christine! As far as a deposit for no show on maintenance appointments, you should set up a credit card on file for these transactions. I put a disclaimer on my website and my booking platform stating these charges. I have only had to enforce it a few times. When people know they will be charged they will be more likely to follow your policies.
We have a 100% cancellation/no show policy that we do enforce. The client can cancel up to 24 hours prior to the appointment without a penalty. Within 24 hours, if I can’t fill that space, I do charge 100% of the scheduled appointment. Of course there are always exceptions, and depending on the client, we will waive the penalty. Enforcing the penalty has cut down on our no shows and our estheticians aren’t losing that income.
I love these stories as well! Thank you for writing! I have been doing lashes for 5 years and an esthetician in many different capacities for 15 in Denver. I have found my lash clients to be a part of this industry the most frustrating. Yes, I have broken up with a few or find they eventually retire. One of my worst experiences is a woman who would sit in her car a smoke a pack of cigarettes before she came into my studio. After she would show up 30 minutes early every appointment, I could no longer
deal with the odor. Then I think we all have a client who can’t be on time. The other client that comes to mind is a mother & daughter. They would always be 30 minutes late. She would call and come up with reasons and I allowed her to do this 4 times on my calendar. Not only would they be late, I did lashes on both of them back to back while she laid on my bed and talked non stop the entire time and then would talk the entire time I worked on her daughter while she sat in the chair and waited. We would light a candle in our bathroom when we knew she was coming in because she would also like to use it and it was truly awful. At her 5th appointment, Thanksgiving week 2015, she once again showed up 30 minutes late and walked in and I said, "Our lash relationship is over today. I am not making my other clients any longer who come in on time after you late. She turned around and stomped right out the door.
I think I’ve had almost every situation… a woman who stole her ex husband’s money, a woman who came in intoxicated, a woman who asked me what it actually costs for me to do her lashes, dirty lashes that make me want to vomit all over and of course the ones who tell you they don’t do anything to them when they walk out your door and come in with 5 left.
In Denver, some of us have contemplated making a list a clients that we don’t want warning other lash artists to not take them.
I have weeded out the ones I don’t find worthy of my talents, time and certainly don’t want them.
On a positive note, I find everytime I get rid of a bad apple it opens the door for a good one! I’ve been grateful and just say
thank you!
Thank you for writing this! All the best, Melanie
Love these stories… I also have had some real winners.a mother/daughter always booked two appts for Facials every signal time were 20 to 40 minutes
Late I requested them please don’t be late anymore my time is valuable and I
Don’t work like that…the daughter said what is the problem we’re your last
Clients…shocked! I said this won’t ever happen again or I will not be able
To do them.said they were sorry.next month again 30 minutes late…I locked
My door with a note…saying Sorry please find someone else..I will not be disrespected anymore!!!! They left a note of apology and a check which
I returned…. Never wanted them back.it felt good to end the disrespect
It took 4 months to finally do it!! Now, I set polite rules up front ..all has been Good!!!! Love to share this stuff…we need to express! Thank you ladies?
This was the most wonderful article! Thank you so much for writing this! I have felt that numerous times in the past 12 years. I have been nice and let clients walk all over me, but I have put my girl panties on and told them no more! I have , or I should say had one client. Ooh she boiled my blood : showing up late canceling 10 mins into apt., calling my child the devil, or the best one she said is “oh your people are such a problem for me” . By my people she was referring to religion. I try to be patient and understanding that we all have issues . But this client was terrible I told her finally after she decided that she was going to try another lash artist again and see what my problem was. Well when she tried crawling back to me I just told her that I will never do her lashes as she was rude disrespectful and down right mean. After that I have got my voice back that I am a person with fillings and I desert respect. Keep up the great work everyone! We all need to raise each other up!
Like you, for the most part most of my clients have been great but my 1% was a gal that was constantly calling and canceling or rescheduling at the last minute with a couple of no shows at an average of 1 – 2 x’s per month over the last 10 month’s. She was scheduling almost weekly and making 1/2 of those appointments. When I finally confronted her about it and told her that I would only schedule her for every other week she came up with all kinds of things such as she showed up for appointments that were no longer on the books and was turned away by the receptionist, etc. Liar!! She has gone to see a couple others and keeps coming back to me because I’m the best in the area but I have not seen her now for a couple of weeks so good ridance. What I would like to know is, does anyone out there enforce a cancellation policy? i.e. add a charge on to the next appointment if they cancel in less than 24 hours or no show? I realize most no shows are not coming back anyhow but what about those last minute cancellations that can’t be filled due to time constraints? I do a non refundable dp of $50 on new sets to hold their time slot but I don’t do anything for fills. I would like to be able to enforce at least a $15 cancellation/no show fee. Comments?
Hi Maryann,
I am Australian based, also in the beauty industry as a salon owner and trainer for over 30 years and LOVE LOVE LOVE your article. It certainly hits the spot with those few clients that just don’t get it. I assume they run their whole lives like this and I for one have absolutely no trouble in asking them not to come back. It is great when your business gets to the point where you can afford to “dispose” of these particular clients.
Karen
Melanie, that last part of your comment is so so so true. When you respect your business and let toxic clients go…more good ones take their spot! Yes!!!
This has nothing to do with the above. I’m having awful retention issues. I follow humidity don’t swipe make sure lash is clea proper application what am I doing wrong
Hi Karen,
Thank you so much for the Love, Love, Love!
;-)
Hi Natalir,
I’m so happy you enjoyed my rant. We have all been there. And thanks for sharing.
:-)
Hi Christine! As far as a deposit for no show on maintenance appointments, you should set up a credit card on file for these transactions. I put a disclaimer on my website and my booking platform stating these charges. I have only had to enforce it a few times. When people know they will be charged they will be more likely to follow your policies.
We have a 100% cancellation/no show policy that we do enforce. The client can cancel up to 24 hours prior to the appointment without a penalty. Within 24 hours, if I can’t fill that space, I do charge 100% of the scheduled appointment. Of course there are always exceptions, and depending on the client, we will waive the penalty. Enforcing the penalty has cut down on our no shows and our estheticians aren’t losing that income.
I love these stories as well! Thank you for writing! I have been doing lashes for 5 years and an esthetician in many different capacities for 15 in Denver. I have found my lash clients to be a part of this industry the most frustrating. Yes, I have broken up with a few or find they eventually retire. One of my worst experiences is a woman who would sit in her car a smoke a pack of cigarettes before she came into my studio. After she would show up 30 minutes early every appointment, I could no longer
deal with the odor. Then I think we all have a client who can’t be on time. The other client that comes to mind is a mother & daughter. They would always be 30 minutes late. She would call and come up with reasons and I allowed her to do this 4 times on my calendar. Not only would they be late, I did lashes on both of them back to back while she laid on my bed and talked non stop the entire time and then would talk the entire time I worked on her daughter while she sat in the chair and waited. We would light a candle in our bathroom when we knew she was coming in because she would also like to use it and it was truly awful. At her 5th appointment, Thanksgiving week 2015, she once again showed up 30 minutes late and walked in and I said, "Our lash relationship is over today. I am not making my other clients any longer who come in on time after you late. She turned around and stomped right out the door.
I think I’ve had almost every situation… a woman who stole her ex husband’s money, a woman who came in intoxicated, a woman who asked me what it actually costs for me to do her lashes, dirty lashes that make me want to vomit all over and of course the ones who tell you they don’t do anything to them when they walk out your door and come in with 5 left.
In Denver, some of us have contemplated making a list a clients that we don’t want warning other lash artists to not take them.
I have weeded out the ones I don’t find worthy of my talents, time and certainly don’t want them.
On a positive note, I find everytime I get rid of a bad apple it opens the door for a good one! I’ve been grateful and just say
thank you!
Thank you for writing this! All the best, Melanie
Love these stories… I also have had some real winners.a mother/daughter always booked two appts for Facials every signal time were 20 to 40 minutes
Late I requested them please don’t be late anymore my time is valuable and I
Don’t work like that…the daughter said what is the problem we’re your last
Clients…shocked! I said this won’t ever happen again or I will not be able
To do them.said they were sorry.next month again 30 minutes late…I locked
My door with a note…saying Sorry please find someone else..I will not be disrespected anymore!!!! They left a note of apology and a check which
I returned…. Never wanted them back.it felt good to end the disrespect
It took 4 months to finally do it!! Now, I set polite rules up front ..all has been Good!!!! Love to share this stuff…we need to express! Thank you ladies?
This was the most wonderful article! Thank you so much for writing this! I have felt that numerous times in the past 12 years. I have been nice and let clients walk all over me, but I have put my girl panties on and told them no more! I have , or I should say had one client. Ooh she boiled my blood : showing up late canceling 10 mins into apt., calling my child the devil, or the best one she said is “oh your people are such a problem for me” . By my people she was referring to religion. I try to be patient and understanding that we all have issues . But this client was terrible I told her finally after she decided that she was going to try another lash artist again and see what my problem was. Well when she tried crawling back to me I just told her that I will never do her lashes as she was rude disrespectful and down right mean. After that I have got my voice back that I am a person with fillings and I desert respect. Keep up the great work everyone! We all need to raise each other up!
Like you, for the most part most of my clients have been great but my 1% was a gal that was constantly calling and canceling or rescheduling at the last minute with a couple of no shows at an average of 1 – 2 x’s per month over the last 10 month’s. She was scheduling almost weekly and making 1/2 of those appointments. When I finally confronted her about it and told her that I would only schedule her for every other week she came up with all kinds of things such as she showed up for appointments that were no longer on the books and was turned away by the receptionist, etc. Liar!! She has gone to see a couple others and keeps coming back to me because I’m the best in the area but I have not seen her now for a couple of weeks so good ridance. What I would like to know is, does anyone out there enforce a cancellation policy? i.e. add a charge on to the next appointment if they cancel in less than 24 hours or no show? I realize most no shows are not coming back anyhow but what about those last minute cancellations that can’t be filled due to time constraints? I do a non refundable dp of $50 on new sets to hold their time slot but I don’t do anything for fills. I would like to be able to enforce at least a $15 cancellation/no show fee. Comments?
Hi Maryann,
I am Australian based, also in the beauty industry as a salon owner and trainer for over 30 years and LOVE LOVE LOVE your article. It certainly hits the spot with those few clients that just don’t get it. I assume they run their whole lives like this and I for one have absolutely no trouble in asking them not to come back. It is great when your business gets to the point where you can afford to “dispose” of these particular clients.
Karen
Melanie, that last part of your comment is so so so true. When you respect your business and let toxic clients go…more good ones take their spot! Yes!!!
This has nothing to do with the above. I’m having awful retention issues. I follow humidity don’t swipe make sure lash is clea proper application what am I doing wrong
Hi Karen,
Thank you so much for the Love, Love, Love!
;-)
Hi Natalir,
I’m so happy you enjoyed my rant. We have all been there. And thanks for sharing.
:-)
Hi Christine! As far as a deposit for no show on maintenance appointments, you should set up a credit card on file for these transactions. I put a disclaimer on my website and my booking platform stating these charges. I have only had to enforce it a few times. When people know they will be charged they will be more likely to follow your policies.
We have a 100% cancellation/no show policy that we do enforce. The client can cancel up to 24 hours prior to the appointment without a penalty. Within 24 hours, if I can’t fill that space, I do charge 100% of the scheduled appointment. Of course there are always exceptions, and depending on the client, we will waive the penalty. Enforcing the penalty has cut down on our no shows and our estheticians aren’t losing that income.
I love these stories as well! Thank you for writing! I have been doing lashes for 5 years and an esthetician in many different capacities for 15 in Denver. I have found my lash clients to be a part of this industry the most frustrating. Yes, I have broken up with a few or find they eventually retire. One of my worst experiences is a woman who would sit in her car a smoke a pack of cigarettes before she came into my studio. After she would show up 30 minutes early every appointment, I could no longer
deal with the odor. Then I think we all have a client who can’t be on time. The other client that comes to mind is a mother & daughter. They would always be 30 minutes late. She would call and come up with reasons and I allowed her to do this 4 times on my calendar. Not only would they be late, I did lashes on both of them back to back while she laid on my bed and talked non stop the entire time and then would talk the entire time I worked on her daughter while she sat in the chair and waited. We would light a candle in our bathroom when we knew she was coming in because she would also like to use it and it was truly awful. At her 5th appointment, Thanksgiving week 2015, she once again showed up 30 minutes late and walked in and I said, "Our lash relationship is over today. I am not making my other clients any longer who come in on time after you late. She turned around and stomped right out the door.
I think I’ve had almost every situation… a woman who stole her ex husband’s money, a woman who came in intoxicated, a woman who asked me what it actually costs for me to do her lashes, dirty lashes that make me want to vomit all over and of course the ones who tell you they don’t do anything to them when they walk out your door and come in with 5 left.
In Denver, some of us have contemplated making a list a clients that we don’t want warning other lash artists to not take them.
I have weeded out the ones I don’t find worthy of my talents, time and certainly don’t want them.
On a positive note, I find everytime I get rid of a bad apple it opens the door for a good one! I’ve been grateful and just say
thank you!
Thank you for writing this! All the best, Melanie
Love these stories… I also have had some real winners.a mother/daughter always booked two appts for Facials every signal time were 20 to 40 minutes
Late I requested them please don’t be late anymore my time is valuable and I
Don’t work like that…the daughter said what is the problem we’re your last
Clients…shocked! I said this won’t ever happen again or I will not be able
To do them.said they were sorry.next month again 30 minutes late…I locked
My door with a note…saying Sorry please find someone else..I will not be disrespected anymore!!!! They left a note of apology and a check which
I returned…. Never wanted them back.it felt good to end the disrespect
It took 4 months to finally do it!! Now, I set polite rules up front ..all has been Good!!!! Love to share this stuff…we need to express! Thank you ladies?
This was the most wonderful article! Thank you so much for writing this! I have felt that numerous times in the past 12 years. I have been nice and let clients walk all over me, but I have put my girl panties on and told them no more! I have , or I should say had one client. Ooh she boiled my blood : showing up late canceling 10 mins into apt., calling my child the devil, or the best one she said is “oh your people are such a problem for me” . By my people she was referring to religion. I try to be patient and understanding that we all have issues . But this client was terrible I told her finally after she decided that she was going to try another lash artist again and see what my problem was. Well when she tried crawling back to me I just told her that I will never do her lashes as she was rude disrespectful and down right mean. After that I have got my voice back that I am a person with fillings and I desert respect. Keep up the great work everyone! We all need to raise each other up!
Like you, for the most part most of my clients have been great but my 1% was a gal that was constantly calling and canceling or rescheduling at the last minute with a couple of no shows at an average of 1 – 2 x’s per month over the last 10 month’s. She was scheduling almost weekly and making 1/2 of those appointments. When I finally confronted her about it and told her that I would only schedule her for every other week she came up with all kinds of things such as she showed up for appointments that were no longer on the books and was turned away by the receptionist, etc. Liar!! She has gone to see a couple others and keeps coming back to me because I’m the best in the area but I have not seen her now for a couple of weeks so good ridance. What I would like to know is, does anyone out there enforce a cancellation policy? i.e. add a charge on to the next appointment if they cancel in less than 24 hours or no show? I realize most no shows are not coming back anyhow but what about those last minute cancellations that can’t be filled due to time constraints? I do a non refundable dp of $50 on new sets to hold their time slot but I don’t do anything for fills. I would like to be able to enforce at least a $15 cancellation/no show fee. Comments?
Hi Maryann,
I am Australian based, also in the beauty industry as a salon owner and trainer for over 30 years and LOVE LOVE LOVE your article. It certainly hits the spot with those few clients that just don’t get it. I assume they run their whole lives like this and I for one have absolutely no trouble in asking them not to come back. It is great when your business gets to the point where you can afford to “dispose” of these particular clients.
Karen
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Rickina
August 18, 2016
Melanie, that last part of your comment is so so so true. When you respect your business and let toxic clients go…more good ones take their spot! Yes!!!