Client from hell, what to do? - Page 3

Goldie758 · 08-10-08, 04:48 PM

Hi

Please dont take the situation with your client personally. Unfortunately, as you said, she suffers with permanent PMT I have a client like this also. Your lady is probably so "stressed" all the time she was just annoyed you could not fit her in when she arrived some people are just so wrapped up with themselves you just inconvenienced her at that moment. Look on the whole situation as a learning curve and if all clients were sweet easy going people life could get boring! I know if we feel a bit below par ourselves these clients can really ruin your day.

I always say to my husband can you see my halo shining after my "difficult" client has been in lol

I look upon it all as a personal challenge dealing with difficult clients remaining calm and assertive usually works.

Take care......x

gillian w · 08-10-08, 04:55 PM

Quote:

Originally Posted by geeg

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.

You are quite right i do have the luxury of being able to choose who i do.My family has never relied on my wage.
I do pick who i want to do and if i dont like them,if they are constantly late or don't turn up i don't rebook.But i am talking very few and far between, anyone would have some bad luck to be coming across people who are that much of a pain.
What im saying is if someone is going to make you feel that bad don't do them.
Some people are just downright rude and awful.

Missy G · 08-10-08, 04:59 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

You beat me too it Blossom exactly what I was going to say , although I was going to say ..you should of gone in there and tapped her on the shoulder andsay ..hiya ...how embarrased would she of felt.

On the subject of sacking clients..if you can afford to why not..I went self employed to get away from a s***** boss , so why would I want to put up with s***** clients?

*JOANNE* · 08-10-08, 05:02 PM

Carl why do we take things so personally lol...but we do....she probably isnt psycho-analyzing it as you are , and i reckon as i would, plus the fact that her money is paying towards your bread and butter.
like geeg says she has probably got her head around the fact she was getting her nails done today...and today she is getting them done...even if she was early and her fault....I think sometimes we all can be like that...want it now......gonna get it now.
hopefully the nss she has been too...she will probably be looking at her nails wishing she hadnt gone there...she will come back...and bite your tongue when she does.....she will have to explain to you what dodgy dealings she's got on her fingers and how she came about having them on, whilst you sit in pretence ignorance knowing full well...one up for you when that time comes mate xxxx

geeg · 08-10-08, 05:02 PM

Quote:

Originally Posted by gillian w

You are quite right i do have the luxury of being able to choose who i do.My family has never relied on my wage.
I do pick who i want to do and if i dont like them,if they are constantly late or don't turn up i don't rebook.But i am talking very few and far between, anyone would have some bad luck to be coming across people who are that much of a pain.
What im saying is if someone is going to make you feel that bad don't do them.
Some people are just downright rude and awful.

You see, I had a different approach. If people were late or didn't turn up I either put them with the junior when they did or sent them a bill if they didn't in line with salon policy. They soon came to heel or just faded away on their own but I was not the looser and didn't have to sack them.

It is funny that I can't actually remember anyone being really ever aggressive or terribly rude to me in 15 years in the salon. I am very up beat always greeted everyone with a smile and adopted the attitude of our friend Goldie above ..

Quote:

I look upon it all as a personal challenge dealing with difficult clients remaining calm and assertive usually works.

I got a real kick out of bending people my way. People who are rude or aggressive or moaners are unhappy people .. I used to like to make them happy. And I usually succeeded in doing so.

I would rather encourage new techs and old on here to do the same for the good health of their businesses.

gillian w · 08-10-08, 05:19 PM

OOh know let them stay unhappy

and out of my way.

No, No honestly ..what Geeg said.You can but try.

twid · 08-10-08, 05:33 PM

I agree with Gigi, we're in this business to make money. I know clients are a pain sometimes but without them we are nothing.

It wasnt your fault, it was hers but she obviously cant admit that and didnt want to wait for the real appointment time.

When she comes back again, it will be obvious to both of you that she's gone somewhere else for her infills. I would make it quite clear that you know this by saying that you cant possibly mix the two different products (compatibility issues), then charge her for removal and reapplying your brand. At least that way you wont be out of pocket.

Always keep the moral high ground - thats my motto throughout life.

Karaxxx

Mieke · 08-10-08, 05:38 PM

Unless they would call me names while i am doing their nails i really dont care so much.
In this bussines i think you have to fake now and then.
Moste of my customers are really fun and i can look forward to the point that they come back. but i also have those i dont miss that much

.
I look at them as plainly performing my service while being polight and helpfull at the same time giving them the same service as any other of my customers. It is work and they pay my bills, expenses etc... So in that way i dont care if i have to force myself here or there to =>

Never take things to personal and be a bit more layed back

Bagpuss · 08-10-08, 05:44 PM

I can take any kind of personality...hyper...depressed...loud...quite.... negative...they all pay me to do their nails and thats what i do. What i DO mind is rudeness that is directed at ME....this i wont stand for. If a client is telling me how she bites everyones heads off then fine...not my business...if she is biting MY head off...its a different matter. I totally understand off days...Tesco don't refuse to serve me when i have a off day...

...we all have them...but if it was every time she came and personally directed to me then i wouldn't be happy to serve her anymore.

Katelisa · 08-10-08, 06:13 PM

i totall agree with gillian on everything she has said.

but i also understand where geeg is coming from, as not everyone does have the luxury to turn away business.

But whilst im running a full book, and turning people away on a daily basis, i would rather turn away the vile clients than the lovely ones!!

Peachey · 08-10-08, 06:43 PM

[quote=blossom;833701]I think you should have tapped on the window and waved at her

Oooooh, that's fab, I would have done that and gave her a really big wave. I bet she'd have sank into her chair with embarassment

.

On the other hand my father in law is a little bit crackers at times but his view on really annoying, aggravating and irritating people is 'kill them with kindness'. Be over the top nice with them, and take their money at the end of the treatment - who's laughing then eh!!! All the way to the bank i'd say

.

adelekeegan1 · 08-10-08, 07:25 PM

Quote:

Originally Posted by nailzoo

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.

That explains a lot, I worked with a woman once who was deliberately offensive, aggressive, rude and provocative - and admitted she just like to keep people wrong footed.

I'm with you in wanting to text, make a point etc but I usually get over it in 24 hours and tell myself it is the penalty of working with the public. It is horrible though when it happens and I sympathise.

We'd all love to be able to hand pick clients but since we can't (and I don't understand how anyone can afford to) I guess we have to bite the bullet sometimes.

PS
I hope her nails all fall off in 3 days

Roxie20 · 08-10-08, 07:32 PM

Why on earth would you buy her flowers????

In my opinion this is such a crazy suggestion, firstly it looks like you are owning up to being the one who made the mistake, secondly if she thinks she is going to get flowers from you each time she turns up at the wrong time for her appointment then she'll try it again and again!

You are obviously fab at what you do, I would just wait till she comes back with her tail between her legs and act as if nothing has happened. She will know, that you know that she has been elsewhere and had an inferior service...... so you will keep face and she will will most probably feel embarrassed.
Please keep us informed as to what happens

Caroline x

pazzy · 08-10-08, 08:25 PM

Its so hard when you go out of your way for clients - give them that extra mile - then they treat you like turd.

I have still got a difficult client who is lovely most of the time but when she's bad she's horrible - and she's been teetering on a sacking but she has never gone quite that far .

Part of life isn't it? You sail through weeks without a hiccup then 'bham' your knocked for six and dazed from the brutal treatment 1 human being can inflict on you.

Don't do a thing.

She will be back and she will no doubt come clean and tell you she went there - you can nod and say 'I know - I saw you and felt a bit let down' she will probably tell you all about the salon and will end up forgetting the whole thing ever happened - till she pulls another stunt.

But she is a client you will have to double check her appointments everytime to prove to yourself your not in the wrong. Even text her the day before to check she's got it right - saying ' I have to check - I don't want a repeat of the last episode - thankyou!!!!'

Keep us posted on the developements. Its like a docusoap!!!

Clients

bombini · 08-10-08, 08:30 PM

I would be inclined to wait for to come back (and she will) then you can quiz her on the state of her nails knowing full well what shes done to them. I don't think you even need to mention that you saw her, the very fact that she will be back with her tail between her legs will be enough for you.

I have a client that always puts me on edge, from day one nothing ever good enough, take to long, to expensive etc etc. yet she always rebooks. Once she must of gone to another salon to get her eyebrows done and they were absolutley trashed awful shape, she knew it & so did I and she has never been anywhere else since. Just knowing that she came back to me was enough and I have had the 'power' ever since