I have to get something off my chest. I usually don't do this but there's a time and a place for everything and the time for this e-mail is now.
Have you every had a client that just worked your nerves so bad? Was she/he difficult, rude or disrespectful?
I have, and I want to share with you how I handled it and how you can handle clients like this.
One of my regular clients called me to schedule an appointment. She requested to have her hair, trimmed, full head of hi-lites, and a full head of strand-by-strand extensions. No big deal.
She's been into the salon a few times and had met my assistant who has shampooed her hair before and had conversations with her. This particular day I had him come in early so we could set up and get the ball rollin' quickly.
She showed up and we immediately got started. Once my assistant touched her head she quickly moved and said she did not want him to touch her hair ever!
Shocked by her reaction, I explained to her that I work with an assistant (which she already knew), he's done her hair before and she never expressed any concern.
I also explained to her that I had him come in early to help her meet her time constraints she said… well I wont repeat what she said, but let's just say it wasn't nice.
What do I do? I have a client sitting in MY salon with one of the nastiest attitudes I've ever had to personally deal with, and I also have my Assistant who's looking at me to defend him.
I took a deep breath, send him to CosmoProf to pick up some product and politely finished her hi-lites. I shampooed and styled her, but in the middle of doing so she asked me what I was doing. Again, I took a deep breath and explained to her that we were no longer a good fit. I let her know that if she couldn't work with my assistant then she couldn't work with me.
I gave her a referral to another salon and politely told her it was time for her to go. She walked up to the cash register to pay for the services, and I told her it was on me.
Although she was very upset with me, I refused to have to have someone sit in my chair that doesn't appreciate me or my staff. I just wont have it.
We are very positive people and love to be surrounded by positive energy. She has since called and apologized for her behavior, she even tried to schedule another appointment but was not allowed to.
Now, as a client myself I understand how some stylists can be, you ask for a trim, they give you a cut, you ask for a certain style, you get something totally different. I get it, but I also get how to properly conduct myself as a client.
I'm never rude, or disrespectful to someone providing a service for me even if I'm paying for it. I make sure to do my research and ask questions prior to so I'm not surprised by anything, and if I do encounter such a thing I know how to speak up or politely “exit stage left” and leave.
So, if you have that client that's just difficult, negative, always late or just plain rude…Don't be afraid to refer them out or tell them you're just not a good fit.
I directly address this topic and many others in my M3 Marketing System. I was getting tons of questions about how to handle these types of clients and having experienced this myself, I know exactly how to handle them.
Do you have a story to share? I'd love to chat about this topic. Share your story below!
Can't wait to hear from ya!