The wisest words I can give you is NOT to wait until the end of the service to tell her it is now x amount. This is not fair. Tell her at the time she books that your price will be your normal salon price (use the example I gave to fifi) and then if she doesn't want to pay it, she can refuse the appointment there and then. You must be up front with folks as no one likes surprises and it is not fair when you have been letting someone pay different prices to then change the goal posts without letting them know in advance. It is not her fault that you have been treating her differently for so long. So it is you who must take the 'bull by the horns' and just simply tell her that all clients are now treated equally.

You have to take responsibility for the situation you are in now with this client.

Firstly ... never get too angry or upset at what someone repeats to you! They seldom repeat things correctly and most often put words into people's mouths. Often they say what THEY think and put it in some other person's mouth!

I would've said, "I'll be happy to talk to your sister about her nails. Why not get her to give me a call on ..... so I can rectify anything she is not happy with at her next appointment." This gives you time to think about what you are going to say and you won't answer in anger.

If the sister has re-booked, she can't be that unhappy. When she arrives. Give her nails the 'once over' and ask her what changes she would like you to make so that she will be perfectly pleased with the result?

If she doesn't find something esthetically pleasing then the rebalance appointment is a great opportunity to get to know each others wants and needs ... it's all a getting to know each other process and it is no different with a new hairdresser is it? You can tell her this and make your usual charge. It is all about good communication and clients do not always communicate well what they desire. XX

Ringing at all times is the simplest thing. Just state what times you are available for calls and don't pick up the damn business phone at any other time. Clients can leave messages. You should have ONE LINE OR MOBILE for business purposes only or have all your clients' numbers so you just don't pick up out of hours and they can leave a message. If you let them use your personal cell phone then you are asking for out of hours calls.

I knew as soon as it came out my mouth i shouldnt have said it.....no excuse.

thanks for the great advise Geeg....xx

I accept that Geeg, you're absolutely right. Thanks for your advice.

Great thread...I can foresee a weekly column or a book here
I'm particularly liking the bit where you smile sweetly while you give clients the answer..much better than getting all worked up about things.
I have my serial cuticle cutting (doesn't just cut cuticle) client again this week and will use this attitude when I tell her if she continues I'm not doing her nails again. Just need to think of the correct way to word what I will say.....

Thankyou Geeg,by sheer luck the client rang back this afternoon to re book,as shes completely relaxed and tells me her husband is waiting on her hand and foot...LOL

Great advice on the small"saving" to reccommend to clientele.

Dear geeg, some fabulous advice here, really great, hope it's OK to add my little dilemma...

I have been working from home for just over 2 years and I have never had a policy regarding booking fees or cancellation charges or no show charges, and I have often thought I couldn't possibly introduce anything like this, and MOST of my ladies are great, but I have one client who is starting to really annoy me-

Without exaggeration she cancels over 50% of her appointments, usually with less than 24 hrs notice, sometimes with an hours notice, once she was a complete no show. She never pretends to be sick or visiting someone in hospital or will get the sack if she doesn't work late, normally she either doesn't offer any reason at all, or just says, 'something's come up' or 'I'm going away for a long weekend.'
It has started to seriously annoy me and unfortunately she is half way through a course of treatments but I'm thinking about telling her, when the course comes to an end, that she must give me at least 24 hours notice of a cancellation in future, or forfeit a treatment from the course OR find herself another therapist.
The truth is, I am sometimes pleased / grateful when a client cancels because I can always find something to do with the time, but with this girl it's become more a matter of principle, as I feel so disrespected by her.

What shall I do???

I was just thinking this myself, lol. This is a great thread.

Geeg, this is great - I have two questions?

1. On the cancellation thing - I have never charged a cancellation charge for no shows or less than 24 hrs notice - mainly because if they are no shows it would be impossible to collect LOL and secondly what if I had to cancel an appointment due to unforeseen circumstances. This is probably the dilemma I find the hardest - it is just so annoying especially when people just dont turn up.

OK no. 2 - I had a call from a local salon last Saturday morning - they said that they had a bride booked in that afternoon and their nail tech was sick - could I fit the lady in. I said yes I could. The lady called and asked if I could also do her 2 daughters nails - yes I said but you need to come earlier than 4.

I did the first one and as they were paying separately, I said that will be £35 - they all gasped and said oh no, we were told it would be £27. They did not look too pleased. I then said that the salon should have told them what my price was and I then pointed out that the salon has two prices - technician £27 and senior technician £30. I said I would do them for £30 since I had 3 of them.

Should it have been up to the salon to mention my price or should I have done it myself? BTW one of them had the worst bitten nails I have ever seen, so I certainly worked for my money that day LOL.

A person like this is disrespecting you and your time and you are enabling her to do so by saying nothing. I would not wait until the end of her treatment to say something. I would tell her immediately that as she has repeatedly and without explanation cancelled or not shown up for her appointments (and show her the record card which will most likely amaze her that she has done it so many times) that the next time it happens she will forfeit one of the treatments already paid for (?). I hope they are pre-paid so you won't loose out. I think I would say something like:

"Mrs X, I must speak to you seriously about the number of appointments you have cancelled at short notice. Some you have not even let me know that you were not coming. I'm a reasonable person and I understand that clients sometimes have to cancel appointments, but my time is valuable and if you cannot attend an appointment please let me know beforehand with as much time as possible so that I can make other arrangements. It doesn't 'put me out' if I know in good time that you wont attend, but to say nothing to me or to cancel at short notice just leaves me hanging and I could make better use of my time. In future, I am going to have to be compensated for my time by either a payment for the missed appointment or you will have to forfeit one of your pre-paid treatments."

So ... You have been reasonable, polite and business-like and once again, said calmly and politely, no one but the most arrogant and rude of people would come back at you for saying it. Not if you do it right. You have also subtly implied that although you are a reasonable person, she would not be being reasonable if she didn't agree with you. Never raise your voice (even if they do). If she comes back at you, then just calmly say, "I'm sorry you feel that way. I thought you would have more respect for my time and that this business is how I make my living. I'm sure you would not want someone to do the same to you if it were your business."

Hope this helps. Don't wait. Do it at the next appointment or if she fails to show, then write it down in a note to her and send it. Sometimes this is a good way if you think someone is going to be confrontational with you.

On the first question, if you had to cancel due to unforeseen circumstances (and it happens) then I know you would let the clients know with as much time as possible and offer them an immediate alternative booking (which clients do not always do). Yes, it is impossible to collect from a 'no show' if they never show again but you must keep a record on the card in case they do and then remind them of your 'no show' fee before you start the treatment if they return to the salon. Then everyone knows where they stand. the thing is, if they don't like it then they are being unreasonable and would only do it again at a later date. For the most part, if done professionally, clients will understand your point of view. But if you do not make your position plain, they will abuse you ... be clear about things and usually they respect it and don't do it again. the fact that some never return shows that they know they are in the wrong and are embarrassed by it.

Question 2 ...I think you did the absolutely right thing to compromise but YES the salon certainly should have told them your price was different to theirs or asked you to do the clients at their price and paid you the difference. Why aren't people more professional???????? Grrrr.

Geeg can we do a personal life Agony Aunt section in Chit Chat too

Perhaps sometime if arranged, but I will be going out soon for the evening (with sassy hassy and husband) so won't bearound until tomorrow. But keep the scenarios coming .. anything that will help someone else to learn what to do when caught on the hop!!

Brilliant... thanks Geeg

Enjoy your evening!