Be honest and let your clients know that if they are more then five or 10 minutes late (whatever works for you) it will not allow enough time for their appointment and you will need to reschedule. Usually this is only necessary with a few repeat offenders. You need to take responsibility for the fact that you taught them it was OK. Then you can change the pattern. Taking responsibility takes the attention off them and they are not made to feel wrong. It is your business and you need to teach people how you operate. Instituting a cancellation policy if clients do not call or miss their scheduled appointment works, as long as you take it seriously, verbally letting those repeat offenders know you will charge a flat fee or the value of the appointment. Most of the time communicating with them will work and you may not have to ever charge someone. All of these types of conversations are uncomfortable and it comes down to this — it is about you standing for something and how you want people to relate to you and your business. Respect yourself and you will attract clients that respect you. Also always be recruiting new clients. Referrals are 70% of your clients. — April Poster
Business
I’m having a hard time getting my clients to show up on time and also let me know when they can’t make it. What should I do?
December 20, 2010
More FAQ
As an independent contractor, do I have to stay in the salon for five to six hours when there are no walk-ins or appointments?
As an independent contractor getting a 1099, do I have to stay in the salon for five to six hours when there are no walk-ins or appointments and I’m not getting a salary? I work on a 50/50 commission split.... read more
C’mon Get Happy: Do you have any tips or techniques you use to turn around a client’s mood?
The sun may be shining outside, but sometimes a client’s mood is decidedly gloomy — and it has nothing to do with you or your services. We asked readers: Do you have any tips or techniques you use to turn around a client’s mood if she is really negative or in a bad mood?... read more
How do you track your sales and other records throughout the year?
Nail techs are a fastidious bunch — at least when it comes to nail care. But does this extend to your record-keeping duties? And how much do you let the latest technologies lend you a hand? We asked readers to share how they track their sales and other records throughout the year.... read more
Should I lower my prices to meet other people’s standards or am I right to charge more because I give better service?
I am a booth renter in a small town. There are several other salons here that do nails. I am fresh out of school and am being told that I don’t have enough experience or good enough equipment to charge $30 for a pedicure. There is a new nail salon here that charges $20, but I’ve been told it is unsanitary and doesn’t do anything but basic nail care and polish. I give a 10-minute massage and a sugar scrub as well as basic nail care and polish. I don’t think it’s right for me to be told I can’t charge that much just because I can’t afford an expensive pedicure chair yet. But I need to build clientele while making my rent and buying supplies. All of the well-established salons in my area charge $30 to $35 for pedicures and some of them use the same type of equipment I use. Should I really lower my prices to meet other people’s standards or am I right to charge more because I give better service?... read more
Is there a business-related New Year’s resolution you find yourself making every year?
This time of year we often get to thinking about those things we’d like to be doing that we’re not doing. We asked our readers: Is there a business-related New Year’s resolution you find yourself making every year?... read more
Reader to Reader: What solutions do you have for handling extremely obese clients respectfully?
What solutions do you have for handling extremely obese clients respectfully (for instance, making sure they are comfortable in your salon’s chairs)?... read more
What do I do when a husband and wife want to switch appointments?
I have clients who are husband and wife. He has a standing appointment every other week and she e-mails to schedule hers randomly. I am often already booked when she wants to come in and quite often her husband gives her his appointment. This happened again today. The problem is his treatments run $25 more than hers. Do I charge her an additional $25 or should I just let it go? They are good clients and have become friends, but I turned away two others who would have booked at the higher rate.... read more
How do I get started servicing senior communities?
There are many senior communities in my area. What do I need to do to get started servicing them as a mobile nail tech?... read more
Should I include testimonial pages on my website?
I am putting together a website for my salon. I’ve seen some sites that have client testimonial pages. Is it a good idea to include one on my site or is it kind of old-fashioned? Don’t people go to review websites like Yelp anyway?... read more
Reader to Reader: Do you give preference to stocking your salon's retail boutique with items that are made in the U.S.A.?
Do you give preference to stocking your salon’s retail boutique with items that are made in the U.S.A. (or in your native country, if you aren’t in the U.S.)?... read more
I was thinking about converting from booth rental to commission. What do I need to know?
I have owned a booth rental salon for four years. I need to increase how much money I’m bringing in and was thinking about converting to a commission situation. Is this really going to be more profitable? What else do I need to consider?... read more
Reader to Reader: If you could go back in time five years and speak to your former self, what piece of business advice would you give her?
If you could go back in time five years and speak to your former self, what piece of business advice would you give her?... read more