33 CommentsDisclaimer: 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.
I may not be happy about it, but I am going to admit it to you, “I’m not perfect”. I get mad, frustrated, angry, and just plain baffled sometimes. I’m in the business of pleasing people; so let me explain myself to you, so you understand that our relationship is a two-way street.
Dear Client, Why Do I Get Mad?
See,dearclient... Sometimes you do things that upset me. You are late, or you don’t show up to our scheduled appointments, or sometimes you just plain disrespect my time, business and professionalism. Sorry, do I sound mad?
Dear Client, I Am Fuming When You Are Late
When myself and other salon professionals take on a new client, we have an in-depth consultation. We explain the refill process, we tell our clients how to care for their lashes or brows, and we send them on their way until next time. Everyone leaves happy.
When YOU have a scheduled and confirmed appointment, we rely on YOU to keep us informed if there is a scheduling conflict. When you, the client, stroll in with a big honkin’ Starbucks fifteen minutes late and tilt your head, and say, “sorry”… Well, I just want to blow my stack! Did you not think I would be pacing the floors wondering if you are still coming in? Wondering how could someone be so rude?
Believe it or not, dear client, we worry about your well being too. What if something terrible has happened? I pace around considering what kind of mess I might find your lashes or brows. Will I have enough time to even get the service completed before my next client comes in? And lastly, and really most importantly, where ismybig, honkin’ Starbucks? Really folks, if you are going to be late and are stopping off for a “pick-me-up”, you better bring me something too!
Dear Client, Learn How To Pick Up The Phone
Please understand, I know things come up, like traffic, meetings, sick kids, and so on, but could I ask ever so kindly for you to simply communicate? I will let you know that being late is only going to dip into the time I scheduled for you. I don’t ever run into the next client’s appointment.
This tardiness can create a hostility toward the client – “Oh no, did I pull your lash out? Oh, I’m sorry – not sorry!” Now, before you think I’m cruel and heartless, I don’t do this. But as I said, I’m human. I want you to know how I feel when you are late. It’s a little uncomfortable, and hurts just a tiny bit.
The moral of this story, dear client, is that if you want your brows or lashes to look great, be on time!
Dear Client, Don’t No-Show Me – It’s a Jerk Move!
The only thing that boils my blood more than you being late is when you just don’t show up! Oh boy, does this make me upset!
There can’t possibly be anyone out there in the world that doesn’t understand the “no-show”. We text and email a reminder two days before your appointment – you know that you have absolutely no intention of keeping your appointment. Humor me, please, and tell me why you don’t just cancel the darn appointment?
Frankly, I don’t really need to hear why you aren’t coming back in. If you think I suck, or you don’t have the time or resources that is not my business. I don’t need any excuses, just a simple text, email, or phone call will suffice. Simply state you will not be making the appointment. See, that wasn’t so hard, was it? I even accept smoke signals, or carrier pigeon.
Dear Client, You Are Fired!
Just plain no-showing is never acceptable. You will NEVER be my client ever again. Unless something devastating has happened, or you call me and tell me you left town and forgot to let me know, you will never be my client again! Not even the biggest, freakin’, honkin’ Starbucks will get you back in my good books!
Dear Client, Put Yourself In My Shoes
What YOU may not want to realize is that this salon business is my livelihood. This is how I pay my bills, care for my family, and save for my retirement. Consider this, how would you feel if you showed up to work on pay day and the boss was off that day? Oops, your paycheck arrived and there is a day’s pay missing… I know what you would do, dear bad client, you would raise the roof, demand to be paid, and not stop until you were compensated for your time!
Dear Client, Your Actions Have Repercussions
We salon professionals don’t operate that way. If you are a no-show, we don’t get paid. And the thing is, most times we can’t put another client in that spot because after fifteen minutes passes you finally realize you have been stiffed, and it’s just too late. We take a pay cut, thanks to you not having the decency to cancel.In the salon, our schedules are like a well-choreographed dance. We have a flow, a rhythm to our day, week, month, and year. When you no-show us, it messes with our self-confidence, we question our skills and the balance in our bank account. So please, just don’t do it!
Dear Client, My Fees Are Not Up For Negotiation
There are other ways you have disrespected me, and I’m going to tell you all about it. As salon professionals we do our very best to do everything by the book. We set up our business, pay the fees and licensing, insurance, rent and operating costs, and then YOU march through the door and question our prices. What’s up with that? I want to come unglued.“I was paying less, but my girl moved, can you lower your price for me?” NO. NO. NO! Please don’t insult my intelligence. Other comments that drive me crazy:“It can’t cost that much in supplies to do these services, why so pricey?” Lady, step back! My time and education is why I charge the fees I do. Hey, just for you, I’m going to jack up the price by $10.00, because you are so “special”.This one takes the cake:“If I bring my own supplies will you do the service for less?” What do I look like? A charity? A chump? NO. NO. NO! I do not discount. I may on occasion do something above and beyond for you – that is, if you respect me, and my business!
Dear Maryann, Please Remove Your Cranky Pants
There it is. I got all of it out there and off my chest. I’m going to take a deep breath now, take my cranky pants off and put my professional pants back on, and rock my business! I know that all you other professionals out there can relate to these issues. We are professionals, and we willalmost always grin and bear it, before we ever go off on a client. Our heads may explode from frustration, but we will continue to smile and push on. But sometimes, we just need to vent… Thanks for being here for me ;-)
Come Rant With Me
OK folks, I’m dying to hear about the worst client you ever had. Also, when you do say ‘no’ to a customer, how do you know it’s the right thing to do? As always, I’d love to hear your thoughts, please share with us in the comments section below.Right, I’m off to Starbucks now.
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.