You Don't Own a Salon. You Own A Business.
In his latest blog, Leon Alexander Ph.D., challenges industry conventional thinking to help owners add more to their bottom lines.
How To Let Go of a Client
As part of her ongoing blog series, Owner's Forum, Karie Bennett, owner of Atelier Salon Spa in San Jose, tackles a reader's question about difficult clients.
July 11, 2011
Karie Bennett, stylist, writer and owner of Atelier SalonSpa and Atelier Studio in San Jose, California
3 min to read
As part of her ongoing blog series, Owner's Forum, Karie Bennett, owner of Atelier Salon Spa in San Jose, tackles a reader's question about difficult clients:
Dear Karie: How do you handle a difficult client? Have you ever had to ask someone not to come back and how did that conversation go?
That's an excellent question. Unfortunately, this situation has come up a few times in my 30 years behind the chair, both as an employee and as an owner.
The main reasons a client "break up" becomes necessary are: constant lateness, frequent no-shows, or sexual harassment.
From behind the chair: If a client is constantly late, I let them know that I need to finish on time, to be respectful of my other clients, who may have to pick up children from school, or get back to work. This may mean a dry haircut, or no fabulous blowout after the cut or color. Which isn't a preferable outcome. If the client can't be on time for their reserved appointment, they may try to come in as a walk-in, but since I'm booked out many months ahead, good luck! That usually corrects that behavior.
For clients who cancel at the last minute or no-show more than twice, the salon management will let them know that we can't reserve any more appointments for them without them pre-paying for the time, and not showing up forfeits that pre-pay. Since the salon books my appointments, it's appropriate for this conversation to take place at the reception desk. We let them know that we promise to respect their time, and we hope they will do the same for ours.
It's important that they understand that we're professionals, and this is our business. A clothing store sells shirts and shoes, we sell time and talent. They can't walk out of a store with a shirt and not pay for it, and they can't take our time without compensating us, or we will not let them reserve it in advance.
Once in a great while, you might have a client that is speaking in a very loud voice, using foul language, and generally disrupting the environment for other clients. It's best to address this guest in as soft a voice as possible, and let him or her know that we'd appreciate it if he or she would kindly consider either using G-rated language or a lower volume for her conversation. We would also coach the stylist on lowering her own voice and what to say to this client to nip this situation in the bud.
Any time there is inappropriately sexual or offensive conversation or contact from a client, the appointment stops and the behavior must be addressed immediately.
If your gut tells you it's weird, it probably is. Depending on your personality, anything from "That's not cool with me", to "I'm not comfortable with this conversation", or "Keep your hands to yourself or you're getting half a haircut" works, just know that there is no acceptable level here. You're not being paid to be harassed.
I asked Atelier's General Manager, Aaron Jura, how he handles difficult clients for our salon. He has a great way of connecting with the guest and hearing what their side of the story is before letting them know that we have a zero tolerance for disrespectful behavior from either side. He considers other unacceptable behaviors from either employees or clients to be:
Foul language
Anything that is against the law
Potentially harmful to other clients or employees
Inappropriately and unnecessarily disruptive to the salon
Being physically or verbally abusive towards our employees
Theft
It's important to keep your own emotions out of the conversation. It's a business discussion, and you need to stick to the facts, and see if you can find a solution, or recommend they seek services elsewhere.
Subscribe to Our Newsletter
More Salon Management
Are Your Stylists Doing Free Hair on Your Time? Introducing the 'Win-Win' Staff Services Playbook
In her latest blog, Amy Pal helps you develop your own clear guidelines around complimentary free employee services.
Caring for Your Caregivers at the Front Desk
From managing air traffic on busy days to handling frustrated guests' complaints, your front desk team often serves as the salon's emotional shock absorber. From a customer service lesson from the DMV to a list of strategies for caring for your front line, our experts offer ideas for alleviating stress, celebrating wins, and setting goals.
by Stacey Soble
What's Really Happening with Salon Retail and How to Reclaim Your Revenue
According to the KIM Report, top-line salon revenue appears steady or slightly up, but that growth is driven primarily by service price increases. Beneath the surface, retail performance and client visit frequency (appointment drift) are under real pressure. In his latest blog, Alain Audet offers strategies for keeping your salon's retail sales strong.
Trimming Your Tax Bill by Putting Family on the Payroll
Putting your family to work in the salon offers some real tax benefits, but you have you have to play by the rules of the tax code to claim them. Azarvand Tax Law's Leticia Skrabut, Esq., shows you how.
The Art of the WOW Experience
Discover how to create a true “WOW experience” for every client by first building a culture where your team feels engaged, empowered, and inspired. Drawing on Calvin Stovall’s Iconic Framework, this blog explores how salon, spa, and clinic leaders can strengthen culture, elevate customer experience, and build a business that stands out for the long term.
Sponsored by Phorest Salon Software
Why Wellness Belongs on Your Salon's Growth Plan
The wellness industry is growing fast, and salons and barbershops already are an important part of it. In her first blog, Tracy Rado shares where the wellness dollars are heading, and how salons can grow with this movement.
Why Your Revenue Looks Good But Your Business Feels Stressed and What to Do About It
While salon sales are increasing, owners often feel they're working harder for the same or less profit. Leverage Q2 data from The KIM Report, Alain Audet reveals some of the structural changes that are dampening your growth and why your region and your salon size matters.
Why Your Holiday Season is Won in September
Weaknesses in your business are amplified during the Holiday Season. Spark Pro Global's Lucy Randall shows you five things to do now to have the strongest holiday season yet.
Appearance Standards are the New Dress Code
In Kati Whitledge's latest blog, she shares how salons have moved away from dress codes and embraced appearance standards. But by removing strict dress codes, some businesses may have unintentionally lowered their appearance standards. Whitledge helps you explain to your team why an appearance standard is important and how to smoothly implement a new appearance policy.
Working Through the Gray Areas of the Small Business Health Care Tax Credit
The Small Business Health Care Tax Credit is a non-refundable tax credit for for-profit businesses that provides a financial incentive for eligible employers who offer health insurance coverage to their employees. Leticia Skrabut, Esq., walks you through how to claim that credit.
5 Things Every New Stylist Should Learn Early
Developing strong work habits early in one's career supports long-term success in the salon industry. Jesse Linares offers new stylists his top five tips.
The Four Numbers Every Salon Owner Should Know
Most salon owners have no idea what these numbers are. You can hit record sales and still have a profit problem. The difference comes down to four numbers almost nobody was taught to track.
Sponsored by Strata Salon Systems™
Your Salon Can't Survive Without You. That's the Problem.
A five-area audit every owner-dependent salon needs to run. You built something that looks successful. Now find out if it can survive without you.
Sponsored by Strata Salon Systems™
Waiting for the Right Time Is a Decision. Here's What It's Costing You.
Every month you put off fixing the problem, it gets bigger, more expensive, and harder to solve.
Sponsored by Strata Salon Systems™
A Partner in Business and in Life
At Janet St. Paul Studio for Hair and Beauty, Director of Operations Natasha McMillen helps bring her wife Janet St. Paul's vision to life, elevating every system from education to operations.
by Stacey Soble
Back to Business with the Pinstripe Trend
Expand your color service menu with the Pinstripe technique. Brooks and Brooks' Marlon Hawkins walks you through the technique.
by Stacey Soble