Difficult Clients: When they take too much of your time
Hello!
I am transitioning/growing my business and as I have gotten busier, some clients that were used to hang out after treatments have made comments that they feel "rushed" (I allow 30 min in between each so I know this is not true). I have one in particular that takes forever to change out and back in her clothes. I also have another client that I want to drop BADLY: before she came for her appointment, she emailed me with tons of questions which is reasonable, but at some point she even asked me to describe the facial and the steps, and include all the ingredients of every product I would use (I just told her we would go over it during treatment) but a year later, she is still one of those clients that always have many questions no matter what. Any advice on how to handle clients like this?
Thank you
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Replies to This Discussion
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Permalink Reply by lisa bova on
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Hi Victoria! ahhh yes the client conditioning ....like men or dogs most people try to see what they can get away with before you put your foot down. If they've gotten used to this behavior they will just continue doing it. This is why I advise newbies to set boundaries from the get go. However in your situation with client #1 that takes forever to change....just schedule another client directly as she should be done with service. Make sure she sees/hears client waiting (if you have waiting area). This typically puts a pep in their step knowing someone is waiting on them. As far as client #2...high maitenence!! Super time sucker who thinks she's the ONLY client that you see all day, right? In most cases all you have to do is raise prices for her and she'll be gone. If you want to be more polite than that and ween her away, so to speak, just limit the time you take to indulge her. Be assertive and short in your answers and just say something like "I'm expecting my next client in about 5 mins, so I'll email that information to you when I get some time". Just let her know your business volume is increasing in a positive jovial way and hope she takes the hint!! Don't ever feel bad about doing things like this. We all make the mistake in the beginning as we are building because we want them to like us and keep coming back. There are people that can smell our eagerness and take advantage. This goes for those who try to haggle on pricing and disrespecting your time as well (wanting in on your days/hours off)....not worth your time. Be firm with your prices, cancellation policies, and time/hours. They'll go away and become someone else's problem!
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Permalink Reply by Victoria Prinzo on
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Ha ha, you are so right...Thank you for your words!
Got rid of her...see my post below in reply to Marty
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Thank you Cathy!
Well said! This was truly enlightening. Thank you for the support. I am going to start applying myself more to be more assertive...
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Permalink Reply by Marty Glenn on
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Victoria,
This is easy. My advice...
Do not do anything slowly and fire those two clients now. All the time you are spending on them in anyway including this post has taken you away from your business and all things productive. I see it as that simple.
Case in point: Why are you giving them so much consideration when they are not do the same for YOU!?!?
With that said...
Questions are great... Too many and they don't trust you! or They have issues. Either way I revert back to my original advice.
Marty
SkinCareScience.com
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THANK YOU SO MUCH!
This was by far the most powerful advice I got.
I fired her this Saturday...it was AWFUL.
I was simply very honest and she took it badly. However I am glad I did it..phew! is done. And you are right, she has issues. She was yelling at me saying there is nothing wrong with her asking for deals, stormed out of my shop invoking religion...WOW. Didnt see this coming a year ago.
Its over and now I can move on...
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Permalink Reply by coldsalineplexus on
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What if you said, "That's a GREAT question - it really inspires me to do some additional research for my blog. I'll text you once I have an article on that topic!"
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Thank you!
However, I feel something like that only enables difficult clients. Plus the whole point is that I do not have time to write essays for her to be satisfied with my services.
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Permalink Reply by Kimberly Bourbon on
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These situations Victoria are unfortunate! When your new in the field you tolerate A LOT!! I laugh at some of the responses and have gotten a kick at reading them. They are all Spot On! When you gain some experience you will know sooner than later at who and what you will put up with! After 24 years in the field,I can pretty much figure out the difficult clients on the phone. I give them the" I am to booked up "or "not taking new clients at this time." The same applies for first timers who are way to much work. I have Way to many good clients who want to be in my presence and trust me.
I remember when I was new and working for my first employer I got a new client. I asked her a few basic questions like "Are you comfortable with the Steam?" And "Do you have any Allergies?'
Her Response " Why don't you shut up and do your job"
Being 21 and New I did just that! Fast forward 24 years later running my own show! I would hit the eject button on my facial bed and show her the door. Dr. Phil once said You teach people how to treat you! Food for thought and Good Luck to you
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The other easy trick is "I have a waiting list but it looks like I can get you in 7 weeks from now, how does that sound?" Most people will go elsewhere.
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