Client from hell, what to do? - Page 2

blossom · 08-10-08, 02:07 PM

Quote:

Originally Posted by geeg

Most people reflect back the attitude that you show them.

True in general but some are just arseholes

geeg · 08-10-08, 02:13 PM

Quote:

Originally Posted by blossom

True in general but some are just arseholes

So?? We're paid to do their nails not be their bosom buddy! Keep smiling .. they generally smile back.

dee · 08-10-08, 02:27 PM

i would wait until she comes to you with no doubt shredded nail plates ... then you can give her the ! " ya see if you had just waited that hour , your nails wouldnt be like this "

An*Gel · 08-10-08, 02:29 PM

The thing is at the end of the day, she's not your friend she is a paying client and it's not personal. I'd say, like my clients most of your clients are so lovely that you want to take them home with you.. lots of clients give me flowers and cards but when you get a client like that one it's hard to deal with it 'cause you're so used to being appreciated. Your client sounds exactely like a client that I have and the way I look at it is that she pays my wages and personally I think she will appreciate you more when she comes back.... and believe me she'll be back and this time will be moaning about someone else (the chop shop)

nailzoo · 08-10-08, 02:30 PM

I was also annoyed at losing her money, that $75 could have paid half my electricity bill , also because of the situation, I can't feel 100% in charging her a cancellation fee at short notice. Although I'm sure it was her fault.

I would have bit my tongue and done her nails in silence (it wouldn't be the first time) she's a bitch through and through and is often VERY moody, in her own world, taking out aggression on me, non talkative, burying her head in a magazine between personal gripes, then apologetic, but she's never gone anywhere else.

Just to add she has a degree in psychology.

An*Gel · 08-10-08, 02:35 PM

I would make sure to give her an appointment card with her time the next time and insist she takes it.

I text all my clients the day before and since I've started doing this, I have never had a problem with cancelations and no shows.. the clients love it!! I know it costs to text but it's cheaper than a mistake like that happening again

Katelisa · 08-10-08, 03:09 PM

there is a difference between being nice, being horrible and just whinging about everything in the world ever invented!! lol. im not even talking about 'serious' whinges, about actul problems, but some peope will find fault with evetything, and i cant be doing with them!

thankfully, i do mostly quck treatments, so moaning time is minimal!

as for the sign, i might do it! lol. i was DEFFO thinkng about geting one asking people not to bring their germs to me!!

Retired · 08-10-08, 03:23 PM

I think in some ways I would feel a bit sorry for this woman. What a life she must have? Whingeing and being miserable all the time is so exhausting! How awful to be so disliked by everyone. Agree she shouldn't have gone for you like that, especially as you were certain it was her fault, but if it were me (and I would have been sooo angry as well), I'd sleep on it and chill out. Everything looks better after a while. Just bide your time. She will be back! Guaranteed! You know what they say - revenge is best eaten cold!!

number1kitty · 08-10-08, 03:50 PM

Quote:

Originally Posted by Katelisa

there is a difference between being nice, being horrible and just whinging about everything in the world ever invented!! lol. im not even talking about 'serious' whinges, about actul problems, but some peope will find fault with evetything, and i cant be doing with them!

thankfully, i do mostly quck treatments, so moaning time is minimal!

as for the sign, i might do it! lol. i was DEFFO thinkng about geting one asking people not to bring their germs to me!!

I do agree with katelisa here. If the client is dissasatisfied in life they can also be toxic to your business. One teeny muck up whether your fault or not and remember 'the customer is always right' even when there wrong you dont want a smear campaign!

Yes I shut up and put up, but if i had a client like this I would send some flowers apologise and leave it at that and hope they dont return and if they do then hope they dont do the same thing again.

Yes theres a business and professional head in all we do, but professionally I have to watch what people could say about my business or about me!

Kate x

nailzandbeauty · 08-10-08, 04:01 PM

Quote:

Originally Posted by blossom

I think you should have tapped on the window and waved at her

No seriously, at least she let you know. And she has been a loyal client (and no doubt will be again after having sampled the local NSS), let it teach her a lesson! She'll be back with her tail between her legs soon.

I can put up with clients who moan and whinge about life and people in general, its only if it gets continually personal or overly aggressive that I would consider "sacking" her. I don't know if you feel this lady has done enough to deserve it. Only you can decide.

On the subject of sacking clients, I think that if we are busy enough to be selective and a particular client is being a complete ...hole, why not sack them? It's only the equivalent of a pub barring someone really. I didn't train and build up my business only to sit here and take a load of .... from horrible people. There's enough stress in life without that! That said, in five years, I've only ever deliberately got rid of 2 people. Most of my clients are lovely, there's nobody that I absolutely dread seeing (at the moment lol)

Good luck and thanks for sharing

Yeh blossom my thoughts are the same give her a nice wave lol

RedAdmiral · 08-10-08, 04:12 PM

Quote:

Originally Posted by blossom

I think you should have tapped on the window and waved at her

Totally agree - do not let her get you down, it happens its business, typical clients. If she was mine I would say 'ooh you dont seem very happy the last few visits at least your nails are perfect!'
people like that are against the world and have think everyone owes them something and that's why they're miserable, but like Geeg says she saw that she could get them done somewhere else and took her chances. If you had tapped on the window then she would have been embarressed (tho I'm not entirely sure) you would have felt better and it would be no hard feelings when she returned.
Oh and Carl pick a truly deserving client to trial new powders on - imagine if she didnt like them!

poppy-red · 08-10-08, 04:16 PM

Sounds like more hassle than its worth! Poor you x

gillian w · 08-10-08, 04:21 PM

Quote:

Originally Posted by geeg

I think I would just 'enjoy' the fact that you caught her out and see what transpires and say nothing. If she comes back, you can enjoy a quiet personal snigger.

Some of you guys just kill me with your attitude which always seems to be: Sack the client or saying your better off without, or that you hate clients who are like this, don't fit them in if they come back, drop her .... listen to yourselves! What kind of a way it that to run a business? Sure clients like this are a pain but they pay you for a service ... they can be a pain and we have to put up with it because that is life and it's our job to provide the service they are paying for even if they are moaners and wingers.

I can just see it all. She goes in the salon to find she is early ... thinks she'll blame Carl rather than admit that she could be to blame, whatever ... it has thrown her day out, she says she'll come back. she swans off up the street and sees another salon, thinks ... I'll just see if they have room for me NOW .. they do! she sits down and rings Carl to tell him she is not returning that day (she's got what she wanted). So typical. I suppose you could say at least she had the courtesy to let Carl know.

People are people and it takes all sorts. It would be nice if everyone were lovely and thoughtful and courteous but that just isn't the way people are and when you are in a people business you take the rough with the smooth.

It isn't personal, Carl. She just wanted her nails done then and there and got lucky (she thinks ... mwah mwah).

This is why im not a business women and have never made a lot of money out of my career.

Im a right push over in many ways, letting people have things for free etc etc, but ive never been unhappy in my work. Not once in 25 years or more have i ever thought i dont want to work.

When i work in a salon i had to do certain people i didn't like ,fortunately they were few and far between. Now i work for myself i don't.

I dont pick whinging nasty people as clients or friends,cross me and you're sacked ,id rather not have the money.I find it very hard to be sweetness and light to anyone if they treat me with disregard ,no matter what i will get out of it.

geeg · 08-10-08, 04:32 PM

Quote:

Originally Posted by gillian w

This is why im not a business women and have never made a lot of money out of my career.

Im a right push over in many ways, letting people have things for free etc etc, but ive never been unhappy in my work. Not once in 25 years or more have i ever thought i dont want to work.

When i work in a salon i had to do certain people i didn't like ,fortunately they were few and far between. Now i work for myself i don't.

I dont pick whinging nasty people as clients or friends,cross me and you're sacked ,id rather not have the money.I find it very hard to be sweetness and light to anyone if they treat me with disregard ,no matter what i will get out of it.

It's nice for you that you have the 'luxury' to pick and choose .. many don't ... what do you mean 'pick' them? What do you say, sorry you're a winger don't come back?

I try to advise those on the site on what's best for their business to thrive; I feel that is my function here on the site to HELP new ones to learn good work ethics and the right attitude and give them the guidance of experience. So if your business has never much money, then your ethic is perhaps a good example of what NOT to do. Would you agree?

Most people work for only one reason and that is to make a living. It would be nice not to have to rely on what we make, but times are not going to get any easier for anyone. Learning now how to keep customers is the most important thing one can do in my opinion.

marion · 08-10-08, 04:35 PM

i had a similar problem..

my customer was a nail tech from another salon. i found out that she was telling eveyone that she had done her own nails.. when in fact it was all my work.

anyway once i heard this i was so angry, and wanted to tel her to get lost.
But my business head and another older woman who owns many businesses , told me to say nothing. Let her come back, she obviously loves my work and will end up handing over plenty of money to me.

This is indeed what i did, i kept quiet, kept on smiling. I even gave her a bit of advice on how to stop lifting etc. I'm a happy bunny, cos she is still useless at nails and still pays me to do hers.

Its no skin of my nose at the end of the day. And those angry hurt feelings do pass after a few weeks. For me, i want to make money, and thats what i do. I also make beautiful nails, so this is the perfect job