is it ok to fire a client?
I have a client who always wants a deal. I already offer a deal when you rebook but she is always looking for something extra. Today she called to rebook and asked if she could get anything additional? I told her no! Then I mentioned to her that the other waxing place she goes to DOES not offer ANY discounts... even for rebooking. (I know I was once a client) but she was more than welcomed to drive there. I want to have clients but I would be okay if I let her go. Is that completely bad? It's a business not a discount vagina warehouse... right? geezzzz
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Replies to This Discussion
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Permalink Reply by Ann Prendergast on
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of course it is ok to fire a client!!!! I have done it and believe me, although it's a little scary it is also empowering! I did it twice...one was a fellow esty who sought ME out...had 1 service and rebooked...was a no-show for that appt, I called her and she apologized and booked again...she AGAIN was a no-show!!! I called her, she gave me some ridiculous excuse to which I simply replied, "I am sorry that happened but 2 no shows means I will no longer be able to accept you as a client." The second was a friend who kept canceling and/or no-showing...I put up with it for a year and finally just told refused to rebook her when she emailed begging for an appt...
I think there was an article in Skin Inc about breaking up with clients, I wish I had it at my fingertips here...but basically you should just send her an email or letter stating that you won't be able to provide her with the services she is seeking. Wishing her the best of luck in the future. In her case, I would not recommend another business...she is probably already making somebody's s**t list ;)
Good luck Tiffany!!!
annie
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Permalink Reply by Tiffany Carmona on
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Good advice Annie! She is a pain when it comes to discounts. I can't give it away for free! That is awful your clients were no shows. I hate that... But I hate it more when they rebook come and never acknowledge their mistake. I am going to look for that article... But I feel like you have given me some solid advice.
I hope you thrive in your business with great clients.
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Permalink Reply by Deborah Kenney on
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We sometimes put up with too much from some people. I've had to let a couple go as well. It can contribute to our peace of mind or lack of, when we continue to put up with them.
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Permalink Reply by Cindy Greenwood on
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There is nothing wrong with either asking for or giving discounts.
My philosophy is if you don't ask you don't get!
So - if this client asks for a discount, tell her that there is no discount for ONE appt, but if she prepays for three (or 5 or 10) appts that you will give her X amount off. Or if she keeps a standing appt every month you will give her service at a special rate.
I have one client that I see almost every week for something. I give her discounts on things all the time - but she is a good client. I also offer a special promotion every month - which she usually books too.
I have another client that ONLY books when I offer a special promotion. She is a good client too - because I can always count on her to try something new!
Just OFFER her something - it's her decision if she takes you up on your offer or not.
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Permalink Reply by Carrie Patrick on
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We had an article in Skin Deep about this, in the July/August issue ("The Bad Client" by Felicia Brown). Here's a link to read it: The Bad Client. Her advice is yes, definitely, there is no point in keeping a client who is either uneconomical or making you miserable, when that slot could be filled by somebody who's better for both your sanity and your business.
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Thanks for all of the advice. I don't feel so bad about "firing" her! I don't mind if she comes in but STOP asking me to give you more!!! lol Thanks again and I am going to check out the link Carrie
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That was it Carrie!!! I'm so sorry I meant Skin Deep and said Skin Inc. please forgive :) It was a great article!
annie
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Permalink Reply by Emilie Spruill on
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On that note, do any of you personally require credit card info in advance to charge a cancellation fee for no shows? I'd love your thoughts. It's not a huge problem for me, but it has happened, and it can be especially frustrating, and costly. I have a friend who does, and I know physicians, dentists and massage therapists who all employ such measures.
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Permalink Reply by Carol Cheshire on
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We explain our cancellation policy to new clients and if they are booking for a significant amount of time, or if someone (like a massage therapist) is coming in especially for them, we ask for their cc # and tell them that they will be charged if they fail to give a 24 hr notice or are no-shows. i think it's appropriate and also makes the person see that they have a responsibility and won't take it as lightly.
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Permalink Reply by sonya sanders-g on
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Yes, It really is ok to fire a client. Im sorry but bargain hunters make terrible clients. Never wanting to pay you for your time or talent. People value your services when u dont always offer discounts so search for clients that really want to make changes in their skin. Those are the clients you need to be sucessful.
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