Feeling angry and guilty at the same time for giving too much
This is my first Christmas and first yr as independent contractor-It has been so tiring and exciting at the same time, this week has definitely been more of the tiring side...I get the whole philosophical (or whatever you want to call it) "do what you love and the money will follow" and "always give 100% each and every time you have your client...I feel like I give 150%-I give a break on products-I NEVER charge for add-ons-unless it wax-and I feel like my services exceed what I charge-People brag that my treatments are the best they have ever gotten, better than the really expensive grove park inn facials, etc....I live in a town where I cannot charge 100 for micro-I charge 60 now and it was 55 few months back-when I do micro I feel like I am giving a full facial and micro, so it is only 12 bucks more than my 48 dollar facial.... I do pretty average, but once I take out what I spend in products, once I add up what I could have charged with add-ons, etc I tend to be resentful....most clients probably would not mind paying for what they need...the boosters....some dont care about the percentage I give off products when you are getting a series of microderms...then of course some clients expect everything-I even drive and deliver products to a couple clients, these being the ones that turn into the ones that are unappreciative at times..
Anyway, I guess I would like to hear someone say how they got over this and changed....business is growing, I am also managing hair salon which is small and buying all retail for it.....Its j ust alot! Any advice from people who have been in business that can help me not feel like i am breaking the bank from addin on a specialty, etc??? my car is falling apart and I went to look at other ones from one of my clients.......there were no free give aways or breaks over there! Angry and feel it is putting bad energy out there......
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Replies to This Discussion
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Permalink Reply by Marty Glenn on
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Kim,
Each and every five years it is getting very difficult for anybody who is in business for themselves. I was going to say every 10 but I believe it is now every five. I can remember in 1993 when I was working as a bartender and 3 months before I started my first company (23 yo) when there was no internet and I never owned a cell phone or even a pager. Think about this!!!! It was only 93', I am not dating myself I am saying how FAST things have changed. What your dealing with is a mind set change of quick and deals that the internet is creating and will continue to create. I wont even go into what the devaluation of the dollar is doing to your purchasing power, since this is not an economics lesson but allow me to say this:
What your doing is what it takes to make it as a business owner. Do some have it easier and better then others? Yes. But its harder now, then it ever was and it will only get harder and the changes the internet is creating will only get larger.
One thing I want to point out and this is huge so please give it some thought. Soon each and every one of us will be dealing with a generation that only knows the internet and because of this all the old business rules we grew up listening to from our parents will be completely extinct. I believe they are almost now but I like to believe that customer service and giving a great experience is still how you grow a business, and that is exactly what your doing.
Keep it up! :) What choice do you have? There is something you said that is a part of 'Business 101' and that is your worst customers will create the most trouble and headaches. Do yourself a favor - Fire them!
Marty
SkinCareScience.com
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Permalink Reply by coldsalineplexus on
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I have to say to this, I don't know that it is more difficult, just different. I don't think I would have had the "always on" "popular girl" chops to succeed in business in the 1950's or 70's, but now as an introvert in a digital economy I can really shine through my written communication and my ability to go in-depth with one good, attentive client at a time. I don't think that the networking events and such are particularly helpful any more, thank goodness! I am not cut out for the "old" way of business, and I'm grateful every day to be thriving in the digital economy.
I also have to disagree that discounting products and giving away a lot of free or underpriced services is "what it takes to make it as a business owner." Ultimately anyone can be a pushover and give away lots of free stuff - to make it as a business owner, you have to protect your business and make sure it is viable and sustainable by sticking up for its value even when others fail to recognize it.4
Other than that, I agree that giving a wonderful experience is key, and that certain clients cannot be permitted to run roughshod over your business. I discovered that rather than fire them overtly, I could institute policies that would discourage them from continuing to see me, ("Well, since you have now stood me up twice for prime appointments, I will be happy to continue seeing you, but I will need advance payment in full for any service we schedule with no rescheduling permitted. Looking forward to our next visit!") while still maintaining a friendly and welcoming tone with them should they choose to abide by my policies. Effectively it is is still client-firing, but without the chance of a nasty scathing online review.
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Permalink Reply by Kim McCollum on
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Thanks Marty-I appreciate it...and that is what I am giving...great customer service....I just have a hard time but honestly I am am kicking a$$ (pardon my english!) when I think about it....I pay from a debit most time, not credit card, my rent is low, my place is gorgeous and unique...Its the best in town....small town...and one day I will grow and make more. Its just first yr stress and jitters, nerves, but for nto advertising-getting on average 3 new clients a week-and not going in debt, having happy customers and a great rep in this small town, I am actually doing good....not even quite a year...and my income-about a third or fourth is sales on products....so Thanks for the positivity-I dont liik at what u say as doom-It just means I have to do what I have to do!!!
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Kim
Exactly. If you looked at it like DOOM and GLOOM then go find a whole to sit in... :)
But does not sound like you at all so take it all with a grain of salt, apply what does and take the advice of others. I read them and they too are great words to apply to you and your situation.
Marty
SkinCareScience.com
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Permalink Reply by NBSkinCare on
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Kim, where do you do business?
$48 facial sounds very low.
As contrary as it sounds, clients will value your services more when they're priced properly and competetively. If you're under priced, as it looks like you may be, you attract different clientele.
I used to run myself ragged, delivering product and following up with every single client by email with long, well thought-out emails and information (product recs, links to the product information, etc). I used to feel badly charging what I charged, or for mentioning 'upgrades or enhancements' or for trying to sell retail.
I would move my days and life around to accomodate clients and see them on my days off (and then get stood up).
I've had to learn to charge what my services are worth and not back down or feel bad. I've had to learn that clients come to see me for my expertise and part of that expertise is giving them retail recommendations that they can take or leave.
I also had to set boundaries and not budge. I no longer meet with clients outside of business hours or respond to late night texts/emails unless I want to.
If a client is serious about wanting your services, they will fit into your schedule… or not. I do not deliver product anymore. Clients can come get it, or they can pay for it to be shipped.
All of that long-winded stuff is to point out that if you don't value your services and your time, they won't either.
Start by making sure you're priced properly, and begin to see your schedule and time as a business. You need to set boundaries for your clientele. If you're feeling frustrated and resentful, that's a sure sign that YOU are allowing your life to be run by your business and clients.
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I totally get w hat u are saying, Nicole....I am the only esty in my county that gives micro, and I have what is considered medical grade micro by other companies...I am the only one who gives chemical peels-and I have started to stand by my pricing....it was so HARD the other day when someone bought two gift certificates for me to tell them it was 100....but I did it!! As for pricing, I am extremely lucky and only have to pay, well, lets just say I have very low rent at a beautiful place, small but very nice...when people walk in they say they dont feel like they are in Union SC anymore!! The other esty in our county charges only 40 for facial....1 hr massages go as low as 30 an hr, so I am actually more expensive, believe it or not! I think I have a major perfectionism problem, I do want every client to feel like they got more than their moneys worth, but Ive been licensed for over a decade and I know my stuff....so from now on, I will be charging for those boosters, add ons, and still give excellent customer service...you are right about alot! Thanks!
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Kim, BIG BIG HUGS to you. You need them. Recognize that you are living in a somewhat traumatic state, with not having your needs met while being expected to meet the needs of other people. Remember, you have to put your own oxygen mask on before helping your neighbors.
Step 1 - what 3 things can you do TODAY to make yourself feel a little better? Trade a little waxing for a fresh manicure or a bang trim? Have a cup of hot cocoa? A long shower?
I have had my share of resentment over the years getting myself into situations, whether with clients, vendors, or staff members, and even other business owners, where I felt taken advantage of. Each of those situations has been a learning opportunity, but so painful at the time. Practice practice practice is what really helps me avoid repeating exactly the same types of situations (although I still sometimes make new mistakes and am a pushover when it comes to new negotiations - hence my relatively new 24-hour waiting period prior to any big decisions).
You mention the Grove Park Inn - are you in that area? I'm not an expert on NC, but on a recent trip to Asheville, I happily paid $125 for a 75-minute Vitamin C facial at a cute little 3 or 4 room spa in town, and about 7 years ago when I lived in Greenville, SC, I was a regular with a very results-oriented solo esthetician and usually paid about $170-$180 to see her, with very few frills. I was also religious on her products and instructions, which means my usual monthly bill was in the $300 range. I believe that area of our country can support truly talented estheticians, no problem. It's all about asserting your value, as Nicole describes.
Now, one way that you might be able to sort out your pricing and supply costs would be to write a very nice letter to your best clients explaining that you have some exciting new products and treatments coming in to your business, you have made these selections based on the trends you have noticed and the popularity of particular treatments, and researching ways to make those even more effective, and as a result you are implementing a price increase of 40% on your services across the board. Since you are so grateful for their support as you have grown your business to the point that you now have access to these premium treatments, you are writing to let them know that their increase will only be 20%, for the next 6 months, as a big thank-you for helping you to reach the success that you have. Then maybe swap out some of those high-priced extras (ampoules are notorious) for some good quality private label products that you keep as professional-only treatments. Options abound! Instead of quitting the add-ons, I strongly suggest that you re-price your facials to include the add-ons, so you don't have to feel cornered by it.
Of course, it's a little white lie since you are struggling right now, but it's ALWAYS better to make your clients believe you are in high demand. I had certain clients early on who after the first few sessions with them, I made a strict policy that I was "all booked up this week, but let's look at appointment times for next week" with those particular clients. Boundaries, as Nicole said, is another word for that. Training your clients to treat you like hot stuff!
A pricing example from my own treatment menu (all services are 75-min):
Classic Infusion - $120 - enzyme+sonic, extractions, HF, customized mask, and sonic or microcurrent permeation, plus full-face LED treatment
Clinical Infusion - $145 - same as Classic but substitute microderm or dermaplaining or a light to medium peel for the exfoliation phase
Ultimate Infusion - $245 - same as Clinical, but substitute Radiancy FSD for the LED lights
Front desk can remember these definitions easily, estheticians can stay within the correct facial easily, and it is easy for all of us to report that "the Clinical Infusion is our most popular treatment" because it's priced in such a way that it naturally is.
Finally, if you stick to set pricing, deliver great service on that pricing, and have a clear and descriptive treatment menu, you will get the best reviews (word of mouth and online) in the long term because clients won't be confused about what they're getting or whether to accept the offer of an upgrade on the table, etc. Not that you never throw a little something extra the way of your best clients (we call it "lagniappe" here in New Orleans - and it's just good business), but just like at the auto dealership, the price is basically what the price is. If someone has the balls to come up and negotiate with you, let them know that you'll consider what they are asking and you will need 24 hours' time to consider it. If it results in a great sale (i.e., a bulk or package deal for someone that wants to bring their whole family), then go for it. If it's just a scammy individual trying to corner you, you return their call the next day and say, "I'm so sorry, I talked it over with my accountant, and as much as I'd love to be able to offer what you are asking for, it is simply not in the budget at this time, but I do so very much appreciate your approaching me with this, and I look forward to our next visit together!" And if you find yourself in this situation nonstop, maybe it really IS time to pull in a bookkeeper or accountant to rein in your generosity for you. On my end, I have a bookkeeper, but don't actually consult her for these things - just having the spectre of "the tightwad bookkeeper" (AKA the bad cop) is enough for me to bolster my self confidence when saying NO to things I can't do while still saying YES to myself.
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Wow! I used to work in Greenville!! But no, I live 2 hrs from Asheville, and I live an hr from Greenville....we have one Belk to shop at and that is IT...no way I could up as much as you are saying, but I will be upping some...I have already been bragging on my new 2014 menu....which will be higher...if they want lower price they can get half hr resurfacing...thanks so much for what you are saying-I have NOT been taking care of myself...I have always put people bf myself, which is good but not always good-I need to give myself some credit, TLC (not the group, lol) and plan on moving to a more metro area and only working in this small town maybe two days a week...it is doable...and the no sleep, rushing around, phone ringing off the hook, etc, etc,-I do deserve to spend a lil money on myself or at least turn phone off on Sundays and just CHILL. I need to so I dont burn out! Like I will make myself not eat until I get my to-do list for biz done....Im hungry damnit! lol....Thanks for the love!
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One more thing, with regard to microderm. Offer 2 options, so you can charge more for the microderm that feels like a full facial.
Here's what I do.
Microdermabrasion treatment, 25-30 minutes is $79 (incl cleanse, micro, hydrating serums, SPF and done).
They can add hydrating mask and neck/shoulder massage for another $15, which would put the treatment closer to 45 min.
You can put it on your menu separately, so clients can see the benefits of both and choose to pay more or not, but at least the differences are clear as to why one is priced differently and you're beginning to show clients that your add ons are worth more.
Sorry, I've got a terrible headache, hopefully this is coming across right, lol
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It is and thank you! I am going to cut back on time...I do let people know that "hey, I gave you extra relaxation, etc", but I will be more clear and tighter with my time....I dont mind going 10 mins over, just not 30.....Unfortunately Im in a place where people would not pay those prices...or maybea hand full would.....I will ease my way up and also want to work in county 30 mins away eventually so I can charge more.....
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Permalink Reply by Samantha Maline on
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I'm in an area that has a demographic with tighter wallets as well but I've tried to meet that demand by offering an express facial that is 25 minutes (25 dollars) for just deep cleansing, exfoliation, extractions, a light clay mask (no massage, no undressing, no hand massage, minimal supplies). It the nitty gritty facial that is designed to give the skin a clean boost so that home product is more affective. But all of my treatments, masks, luxuries are reserved for the clients wanting more. I make the same I'm just providing less time and treatment. I've been doing very well with this because many of my clients opt for the more expensive facial most of the time. I stress the importance of visiting once a month and choosing the facial they can afford to do that with. I want to be able to make it affordable for everyone as a necessity and not just a luxury. But I don't give them more than what they're paying for. My most expensive facial is $100 for 80 minutes.
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