Tips for dealing with difficult clients
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Replies to This Discussion
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Permalink Reply by Nondy Llewellyn on
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When folks are late, and they finally arrive apologizing for being late, I say "Well that's okay! We'll do the best we can WITH THE TIME WE HAVE LEFT". This way, I keep on time. They are charged FULL price, even if they arrive fifteen minutes late. If they are more than twenty minutes late, they must re-schedule.
The first time someone no-shows on you, and they call to re-schedule, say "Bethany, you had an appointment last week that you did not show up for, and you did not call. Everyone gets ONE "freebie no-show", and that one was yours (said with a light tone and laugh). In order to re-schedule, I will need to charge your credit card. Which one did you want to put this on?"
Whatever you decide, put it in writing, and post on your web site, on your brochures, in a nice frame at your front desk, etc. Make SURE everyone knows your cancellation policy, and enforce it!
hth,
Nondy
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Permalink Reply by Gina Williamson on
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I think this is great advice! Thanks for sharing with us!
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Permalink Reply by Jodi on
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I don't have the authority to pre-charge them, I'm not an owner. I just wondered what to say to people who act like this is OK. The topper on this one today is after I went above and beyond, stayed late and gave her a great full treatment, even though she was over 20 minutes late, with no apology, she left me no tip. And we honored an expired coupon for her. I really don't want to even have clients like this, and would rather turn them away. But I know that's not good business. I just found the whole thing extremely rude, and wasn't sure how to convey my dismay with her behavior without offending her and losing business, but truly, is someone like this worth retaining? I think I just needed to vent, as this was one of the worst I've had to deal with, being new to the industry. Thanks for the feedback.
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Oooooooooh! That's different! I have the authority to never re-schedule these cloddish dolts, and I won't! I tell our reception staff to direct them to me if they want to re-schedule. I make it intentionally so difficult that they go elsewhere. I do NOT need these folks taking up my valuable time. Period.
Are you an employee or booth renter?
--N--
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I'm an employee. We have told people who repeatedly no show that we won't schedule them, they have to take their chances on walkins. And if I would have had another appointment after this one, I may have shortened it. But I thought, OK, I will just stay late and do a great full treatment, then to be treated like that at the end, these are the types of clients I hope I don't see again. It's amazing how one bad appointment can ruin an otherwise good day.
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Permalink Reply by Shelley Hancock on
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Yes, to everything Nondy said!!!
In the beginning we want to please everyone...even those that are disrepectful of our time. But that definitely changes after a few years! In one breath you say you don't want to lose her business and in the next you say you don't want her to come back. You need to get clear that she is not a quality client that will in the long term will make you money and/or bring you referrals. Don't go out of your way to accomodate her.
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Permalink Reply by Laura Cooksey on
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We make it abundantly clear that if they no-show they will be charged a fee. It is said to them at least 3 times before they come in - in an email to them, in a consent form they sign online and in a confirmation phone call for their appointment. They sign a Client Agreement Form after their first appointment and it is also said verbally to them in their consultation, so there ain't NO surprises. Of course there are emergencies and we take that into account.
For clients who just can't get it together but who reeeeally want our services, they are limited to same-day appointments only and sometimes we make them prepay. OR, if they re-schedule at a time in the next couple of days when we are not typically busy, we might let the fee slide, but never for repeat offenders.
If they are late, they get what's left of their hour - that's it, as we are tightly booked.
All healthy relationships need healthy boundaries; otherwise it is basically is co-dependency. Your boss needs to get on board with a no-show policy - it's just good business. Those kind of clients cost the business money - who needs it?
@Nondy - cloddish dolts... haha - that's a good one!
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Permalink Reply by Rikki Field on
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I agree with the other responses. It's very important to set boundaries and stick to them. When you set the rules and are clear and consistent in adhering to them - difficult as it may be - the client will either change and be your biggest fan or disappear from your books altogether to bully someone else. Best of luck to you.
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Permalink Reply by Cameo Godsey on
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I do exactly what Nondy says to do! Works like a charm!
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Permalink Reply by Pamela Cantor on
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Was great to read this after yesterday's debacle. Am working on a family; acne on the kids, facials and pedis on the parents. They booked online for a pedi, waxing and facial from 3:30 to 7 yesterday. I cooled my heels until 4 (traffic in our area is dismal on Friday evenings) then got on the phone. Only one I could get a hold of was the delightful 16 year old son who was as upset as I was 'cuz no one had told him what time his appointment was or who was going to drive him. He knew nothing about the waxing or pedicure. (Mom had wanted one last week but I didn't have time.) I simply told him that, due to the "misunderstanding and miscommunication," please reschedule.
Mom sent me a text message this a.m. blaming the whole thing on her son. Yeah, right! I reminded her that she signed a document outlining my policies, her son's prepaid appointment fee was forfeited and, in the future, I will expect the adults to schedule the appointments.
So, Jodi, no matter how thorough we are, there are still those "clodish dolts" out there who just don't get it. It's great to be able to hop onto our networks and vent. A nice glass of wine at the end of a frustrating day also helps . . .
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I had another one this past week. Came in 2 weeks ago, raved about her treatment. Rescheduled for the following week. Called and changed it to last week. So far, so good. She was called and left a confirmation message the day before. Never showed up. I called, she answered, I stated who I was, told her she missed her appointment and wanted to see if she wanted to reschedule. She simply hung up. No apology, nothing. Just hung up. I put a note on her file to NEVER put her in my book again. If someone does, I may just delete it, and if she shows, too bad. People like this baffle me.
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Permalink Reply by Mary Turner on
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Wow, after reading what some of you girls have dealt with recently, I am just blown away ! I too have dealt with what I call " Time/Energy Vampires " and it is soooooo frustrating ! As my practice has grown, so has my self esteem, and you tolerate less and less foolishness from these time-suckers....
Wouldn't it be fun to have a few competitors cards on hand to give these people and refer them over ?! LOL
You are valuable, and so is your time. We teach people how to treat us. We have the right to choose who we allow in our lives. Anyone can forget an appointment. Frequent flyers don't get rebooked, period !
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