It’s never easy to see a client move on. It’s even more difficult if you are the one to make that decision.
Over the years of being in a service-based business, there have been a few times when it was best to part with a client.A few of the reasons are clear; chronic lateness, no-show, blatant disrespect for your time and professionalism. How do we disconnect with these clients and still feel good about the outcome?
Does this person understand your policies on late show, no show or late cancellations? If not, then it is time to post your policies on your website and at check out in your Salon/Spa. When you take on a new client, clearly explain your policies before you rebook their next appointment. Are you always using appointment cards?I personally require a credit card on file for just such cases. When clients have to put up their credit card before securing their appointment, they are much less prone to lose a 50% no show or late cancellation fee for not following your posted policies.
Appointment cards can help reduce lateness and no shows.I know some of you may be reluctant to implement this, but you can’t rent a car, book a hotel or place an order for anything without a credit card. Millennials are already used to this as part of daily life, so do not hesitate. By doing this you let your clients know you are a serious business owner.
If you continue to have issues with those clients that disrupt your work flow and make you feel bad, let them go.
Here is the discussion I have with my disruptive client, and of course this is always done tactfully and with respect.
Ms. Jones, it has been very challenging for me to be your service provider. We have been doing lashes now for about 6 months. It seems that it has been difficult for you to keep your appointments. (or whatever issue, clean lashes, picking, retention.) I would like to suggest that at this time we discontinue our appointments. I have enjoyed doing your services but can no longer fit you in my schedule.
It may seem harsh, but you have now demonstrated that you are serious about your work and your business. Do not suggest another service provider, they won’t thank you for a referral for late, no show clients.
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.
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