Customer Service

How Do You Gently “Fire” Clients?

NAILS asks readers how to get rid of clients who are causing more harm than they're worth.

When I opened my own business a year ago, I adopted the “three strikes and you’re out” rule. I inform every one of my clients of this rule and it seems to work. So far, I haven’t “fired” anyone.

Diana Pengitore, Mobile Beauty, Virginia Beach, Va.

There have been very few times I have had to “fire” a client. The times I have done it, I’ve sent them a very nice letter stating what the conflict is and that at this point in time, I feel it is best for them to look for a new nail tech.

Laura Bellavigna, Naik-N-Tanz, Richmond Hill, Ga.

I have been doing nails for 11 years “and have only had to do this twice. The first time I “fired” a client I simply told her I needed to cut back my hours. The second time I “fired” a client, it was easier to do because the client would only show up for two out of three appointments. When she called me to reschedule, I told her that I had a policy that if you don’t show up for three appointments in a row, I drop you as a client.

Jeanett Highfill, Backstage Beauty Salon, Hanford, Calif.

I have had the experience of letting two of my clients go. The first client was always late and would never call. This went on for a while so I asked her to seek services at another salon. She agreed. The second experience I had was with a client of mine for two years. After the first year, she would call me a day or two after a fill and complain about the colour and want a colour change free of charge. I did it twice. After that it was a constant thing for her. I told her I wanted her to go elsewhere and that I wasn’t comfortable doing her nails anymore.

Christine Viteritto, Christine’s, Trenton, N.J.

Simply tell the client that you have done everything you can to satisfy her needs and you can’t please her so maybe she should look for another nail tech.

April Balmos, Sally and Bev’s Full Service, Salon Baltimore, Md.

I’ve always found that honesty is the best policy, so in doing this, warnings should be given beforehand to try to get the client to improve. However, if there is no improvement shown or at least an attempt to try, then I suggest a confidential one-on-one termination.

Sharonda Dixon, The Comfort Zone, Gainesville, Fla.

 

Keywords:   annoying clients     difficult clients  



Leave a Comment

Name:
Email:
Comment:
Submit

Comments (0)

Subscribe to NAILS & SAVE!

Get a free preview issue and a Free Gift
Subscribe Today!

Please sign in or register to .    Close
Loading...
 
Subscribe Today
Subscribe Today