I did a LivingSocial deal and I have this client who has cancelled her appointment due to a migraine, which she gets frequently. Also she apparently has chemical and environmental allergies. I think it would be better for her not to get her nail service. How do I go about telling her this?
Unfortunately, having a customer cancel due to illness has to be an excused absence or you’re going to look like a mean and uncaring person. In our business it needs to be all about the customer and strong customer loyalty is built when they know you care. I had the same problem just this week with a customer. I had a regular customer cancel three times in one week! Ouch. When she called the third time I suggested that she wait until she felt better to set up the next appointment. I also promised that if she waited to the day she felt better I would be sure to get her in or have one of my staff service her that day. As a migraine sufferer myself I understand that she never knows if tomorrow will be better. As far as suggesting that she should stop getting her nails done, well, I am not sure that’s our place. If her doctor tells her to stop and she doesn’t stop, then I think you should tell her that it’s time to hang up the nails. But I would also suggest to her that another service, perhaps a wonderful healthy manicure using scent-free products, would be in order.
— Shari Finger is the owner of Finger’s Nail Studio in W. Dundee, Ill.