Q&A

Reader to Reader: Should you communicate with clients via cell phone text message?

Q.

Should you communicate with clients via cell phone text message? Why or why not?

A.

Texting your clients is OK only if the client doesn’t mind it. It makes you stand out from all of the other techs who don’t communicate via text. If you have a lot of clients who like to text with you, then I would have a different phone just for work. Plus, it will make clients feel a little more important and feel like they can really depend on you.
Kayla Bagley
Platinum Hair Studio, Rocky Hill, Conn.


Absolutely! All my clients have my cell number and contact me 98% of the time this way. I prefer texting rather than phone calls. Texting allows me to do my job without being interrupted many times throughout an appointment. It also allows me to make and reschedule appointments and send out specials instantly.
Melanie Beland
European Style Salon, South Attleboro, Mass.


I don’t. I don’t want my cell number recorded in their phone. There is a landline in the salon that can be used. Most clients won’t bother us, but there are those problem children that I don’t want to give a 24/7 direct line to me.
Nicole Cormier
Aura Cityplace, Winnipeg, Manitoba, Canada


I don’t like the idea of there being so many communication portals, i.e. text, e-mail, Facebook, and phone. Private time should be for private time. Life today is already too fast and too busy. I don’t live with my cell phone on me 24/7 like the younger generation seems to (not that I am that old), plus who wants to lug around an appointment book? I love my work, but it should stay at work. Using the phone and leaving messages on an answering machine suits me fine! Last year I had an illness that kept me away from my work, and I was upset to receive complaints via Facebook. I learned that I like my privacy!
Maaret Abbersteen
The Nail Club, Brisbane, Queensland, Australia


Absolutely! All my clients have my cell phone number. I want them to be able to reach me at any time. My business card has only my cell number on it. I prefer the personal contact with all patrons.
Robin Hoffman
South Shore Salon, Las Vegas


Many people prefer texts at this point, and I’m more than happy to comply with their requests. A text message conversation provides me with a written record that I can refer back to. No more “But I swear you told me Tuesday!” when I know I told them Thursday! It’s all there in the history.
Maggie Franklin
Art of Nailz, Visalia, Calif.


Yes. Most of the clients I’ve had for many years have my cell phone and usually don’t abuse it. They text me if they are running late or need to change an appointment or sometimes to ask if they can bring me Starbucks (love those clients). They have to earn my trust to get my cell phone number.
Dina Cruz
Bella Capelli Salon, Campbell, Calif.


I use my cell phone all the time so clients can text me their appointment requests. My female clients enjoy that they can text me for a Brazilian wax appointment without their male officemates overhearing. Clients also text questions about products I use in the salon for purchase. My clients know I’m always reachable. They also know my appointment book is kept at work, so they don’t usually text me outside of my regular hours.
Tania Rice
Indira Salon and Day Spa, Regina, Saskatchewan, Canada

Illustration by Ajay Peckham

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