Professional Beauty : Pro Beauty Spt-Oct 2015
at all concerned if they inconvenience the business, their therapist, or other clients. These people are costing you and your team time, money, and creating stress and tension in your workplace. The habitual latecomer will never change their poor behaviour while they can get away with it. They need to be pulled into line or take their business elsewhere. Much better for your business to be relieved of them but before you let them go, try one more time to bring them back into the fold. I would suggest it is always best if you, the owner, or your manager, handles the situation. If you allow the therapist to handle it you will often find the poor behavioural client will lord it over the employee and intimidate them. Always approach this type of client in a positive, pleasant but business-like manner. For the habitual latecomer, start by saying something like "Jane, it is a real pleasure for myself and my team to provide you, and of course all our clients, with exceptional treatments and customer service. It's always our aim to offer wonderful service at affordable prices." Then, the crunch... "But to do that I have to keep costs down, and one area I have to be very mindful of is 'time'. Unfortunately time is money, and for that reason I have to request all clients be on time for their appointments, otherwise the service may need to be cut back but the price will need to remain the same." Then finish softly. "We really love providing results-driven treatments but we need the full treatment time allocation to achieve this, so I know you will understand we need you to be on time for future appointments. Thank you for being so understanding." Or words to this effect. The 'no show' should be given one only chance by taking the approach "I know you love your treatments so I realise it must have been an oversight missing your scheduled appointment. We were disappointed not to see you; your treatment time is precious to both of us. No worries this time but for all future appointments I do have to draw your attention to our Cancellation Policy." If they 'no show' again, I would suggest any future appointments need to be paid up-front at the time the booking is made, and make them aware if they don't show they lose the full payment. If they are not happy to do this, then let them go, and preferably to one of your competitors. Last-minute cancellations are a little harder to handle because more often than not there is genuine reasons for the cancellation, but if you do have a client who continually does this then you will need to draw their attention to the Cancellation Policy. From experience I have found while most business owners and their staff find it a bit unpleasant dealing with poor client behaviour, at the end of the day it is a necessary part of doing business. Business is about operating at a profit while delivering high quality services and products in a professional, courteous and respectful manner --- but this assumes clients also will uphold their part of the exchange. For your business' sake, know when it is time to let a client go. Time is money, and if someone is wasting yours then it's time they went. Caroline Nelson is a beauty industry expert who specialises in helping businesses develop their brand, improve productivity, and increase bottom-line profit. To learn more visit www. SalonSpaBusiness.com or phone 0410 600 440.
Pro Beauty Jul-Aug 2015
Pro Beauty Nov-Dec 2015