Business Management

How Do You Keep Clients When an Employee Leaves?

When an employee leaves, I have the other nail technicians greet her clients and offer them the same wonderful service that they received before.

When an employee leaves, have the other nail technicians greet her clients and offer them the same wonderful service that they received before. The technicians. may win the clients over by offering a discount on their next service. A free nail repair or an occasional free nail art design seems to keep smiles on clients' faces, too.

Jerri Hall

Melinda's Day Spa

Waldorf, Md.

We mail out a letter to the clients offering them a free service of their choice to get them back into the salon and try another technician. We win a few back with this approach.

Sherry Williams

Mitchell's Salon and Day Spa

Cincinnati, Ohio

I create an atmosphere in which the client or technician wouldn't want to leave. We provide all the little extras for our clients, such as paid parking, refreshments. and a friendly greeting, that they can't get at other salons in the area. We promote the salon, not the individual. We also promote teamwork so the client always comes first.

Brenda Whisler

Brenda's- A Perfect 10 Nails

Mansfield, Ohio

Ultimately, I think it's the client's decision. Nail technicians and salons don't own clients. If the client was 100% happy with the employee, chances are she will follow her to her next salon. But if the client was the least bit dissatisfied, she might try someone else at my salon. The most important thing is to be open and honest. Don't keep clients in the dark or lie about the employee leaving. Don't burn any bridges and maybe the clients will stay or decide to come back later. 

I send out a letter to these clients that says, "We appreciate your business and want to show our appreciation with this gift certificate for services or products." And make sure you let them know your salon door is always open to them.

Brenda Lee Bollard

Bren's Nails

Conroe, Texas

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