Three easy ways to deal with difficult clients
Dealing with difficult clients is stressful, awkward and a pain that salon owners know all too well. Constant no-shows and late clients cost you money, so something needs to be done. The good news is, it’s not too hard. With over 55,000 customers using Timely, we’ve collected a lot of insider tips. Here’s are three top tips to help you untangle this tricky situation.
Insider tip 1: get clients to commit
The hair and beauty industry is all about client experience. But sometimes you get clients that are just a bit too problematic for your business – those who are constantly late or ghost you. Once in a while, you might be able to cope with it, but if it becomes a more constant problem that’s when you need to step in.
Late cancellations and no-shows cost you money, which can put incredible stress on your business. One solution? Take deposits or use a card capture system to save their credit card details.
Asking for a small deposit when you take a booking is pretty commonplace – especially for appointments with a higher cost – and shouldn’t be a shock for your clients. Plus, you might find that the thought of potentially losing their deposit makes your client more committed.
If you’re not ready to take deposits, try keeping their card details on file. This means client details are stored securely, and you can quickly and easily charge them in case of a no-show or late cancellation. Just make this nice and clear in your booking policy.
Insider tip 2: feel more prepared
We all love a good surprise! But when a client comes in expecting something different to what they’ve booked, that’s not so great.
In trying to make it work, understanding what they need, adjusting the booking time, risking running late, and dealing with a potentially cranky client is something nobody wants.
Make sure both you and your client know exactly what they want before they come in. Send out digital consultation forms when your clients book with the free Consult app from Timely.
By getting forms filled out in advance, you’ll be well-prepared for what your client wants, plus any allergies, preferences or special requests they might have. Avoid any awkward last minute requests and make sure they have a great experience with you.
You can also use digital forms in the salon to get sign off on services and aftercare instructions, helping you manage any client concerns. Plus, your business is protected on the off chance something goes wrong.
Insider tip 3: how to block a client
You’ve tried deposits, consultations, and done everything to create a great experience but they’re still no-shows or turning up late? It might be time to block problem clients.
This feels like a hard step to take, but with the right tools you can make it easier. Choose salon software that helps you keep good client notes, so you can easily track if someone is unreliable. Then, you can simply mark them as ‘blocked’ in the system, so they can’t make any further bookings (unless you decide to unblock them).
To make sure you look professional, when you block a client you can set up automatic messages to explain why they can no longer book. For example, if they have unpaid cancellation fees, or a repeat history of not showing up. That way, they won’t be left confused.
Remember, your salon is amazing and there are so many clients who genuinely appreciate your expertise and value your time. It’s so much nicer to focus your energy on them, rather than those who don’t respect your time.
