I had to fire a client last month. She came in for a waxing service and seemed
happy with it. She called on my cell phone wanting to come in for another service. (I
give my clients my cell number since I’m a booth renter.) When she called me I was
on my way home and didn’t have my book with me. She told me I was “unethical”
because I didn’t carry it with me. I told her I’d give her a call when I got in the next
day. Well, the more I thought about it the more offended I became. She was rude
and I didn’t appreciate her calling me unethical. I called her back and explained
to her that she had offended me and I’d be uncomfortable doing any more services
for her. She apologized, but I held firm. She struck me as one of those clients who
wanted you to be at their beck and call. She seemed a bit odd in her mannerisms,
and I wanted to head off any future misunderstandings or problems for the salon.
- KATHRYN PLESS, Back Door Salon, Dade City, Fla.
In the 10 years that I’ve been doing nails, I have only had to fire four clients, but
two of them were in the last few months! The important thing is to get yourself out
of the situation, not to be “right,” so I try to be careful about not placing blame.
Even if the client is out of line, I want to lessen any desire she has to tell the whole
town her side of the story. Sometimes I use specific examples to gently call them
on their behavior to show them that I am serious and firm, but I always word
it in a way that takes blame out of it. For example, I might say, “I am sorry I have
not been able to meet your needs.” I do find though that it is best to be as firm
and clear as possible in your “firing.” I always end with something like, “for your
convenience I have taken your upcoming appointments out of my book.” If they do
not have any upcoming appointments scheduled, then I include a list of other
local salons for them to find a salon that “might better meet their needs.” Lastly,
a note of encouragement: If you find this person to be totally out of line and it is
obvious to you that it is not your, but her issue, then you can probably rest assured
that anything she says badly about you won’t go very far. Other people are likely
to see right through her just as you did!
- JESSICA MAHLER, Painted Red Nails, Osterville, Mass.
First we make sure we have a good reason to let a client go. Word of mouth
spreads fast and many of our clients’ friends also visit us. We need to be
sensitive to the person’s feelings, but be honest. Let the person know that it’s
obvious that you are unable to satisfy her needs but that her needs may be
met by another tech. This conversation shouldn’t be done in front of the rest of
the clients. You can call the client on a day she doesn’t have an appointment
or schedule extra time during her next scheduled appointment to have a talk
with her. Be willing to answer her questions honesty. Remember this can
be an emotional time for the client, along with the emotions you’re feeling when
approaching the situation. - JESSICA KNEPPER, Universal Spa Training Academy, Hoffman Estates, Ill.
First you have to be honest with the person and talk about what’s bothering you. No
matter how hard it is. And, maybe at the end you won’t have to fire her after all!
- CLAUDIA BELTRAN, Tucson, Ariz.
Next question: What do you do to be environmentally friendly in your salon?
[Answers will be printed in the April 2009 Issue.] Share your opinion on the topic by e-mailing
your response by January 15 to sree.roy@bobit.com or at www.nailsmag.com/
forums under “Discuss the Current Issue.” Please include your name, salon name,
city, and state with your response.
KEYWORD TAGS: BUSINESS, CUSTOMER SERVICE