Awkward clients

[rhiannonmarie]

how does everyone deal with plain awquard clients? i havnt had one as of yet, but im dreading the day one comes in and makes my life hell haha i know ill end up snapping at them or something so some tips would be nice :green:

 

[persianista]

You mean a "dread" client? the ones we dread coming in!
You will get your fair share don't you worry! They are usually the ones that you can't shake off.
Thankfully I am now in a position to say "I think it's time for you to find another hairdresser as I will not be doing your hair anymore".
It must be awful to be so dreadful that you get sacked by your hairdresser!

 

[rhiannonmarie]

have you had to say it to alot of clients? i dont think id have the balls to say that! hah

 

[leonnib]

ive had a couple now we are busier also... less then a handful .. but ive also had to say i can no longer do your hair and i found it hard everytime..
sometimes the 'dread' ones mostly done come back as they often tend to not visit the same hairdresser more then once....and keep moving around

 

[Lynne Baker]

I've had to fire a beauty client before because she messed me around three times. I told her "I think it would be best if you were to find a salon who is better able to cope with your need for flexibility"
She got the message without my having to say anymore than that.
Hold your tongue, take a deep breath, and stay professional.

 

[-sophisticutz-]

I have 'sacked' a couple of clients before. I have been hairdressing over 20 years now and feel I have done my time of idiots!

Some people are not worth your reputation and best avoided! I also don't do kids now, unless it is one of my regulars kids, that's what I have staff for.

 

[minky]

Hi, I only ever had one client like that who used to push the boundary's way too far with her constant unrealistic demands ,
plus I knew she had already successfully sued one other hairdressing salon,

anyway one day she got very moody because I wouldn't do what she wanted because it would only wreck her hair ,
she then proceeded to tell me how she hated all hairdressers .

So...... I de gowned her very nicely and I refused to give in to her demands, saying to her that ...." another hairdresser may do this for you!... but I myself am not prepared to risk damaging your hair".

It wasn't a very nice position to be in, but it had to be done ,
because she drove me to utter despair , so much that I actually dreaded her visits
but as Lynne says you do have to remain professional at all times .

 

[persianista]

I have only had to do it a few times.
One client would complain 3 weeks after her highlights were done that they werent close enough to the roots. I would offer a redo which she would book in 2 weeks time. In the end I worked out that she was paying for 2 full heads per year! cheeky cow!! As I am highlighter-in-cheif of Chislehurst, with no other clients complaining, I told her to sling her hook.(my highlights grow out of the head by the way)
Another client was in OK magazine, she then got it into her head that she should book me every morning in case she went anywhere she might get "papped". Most of these appointments got cancelled at the last minute, which was a waste of my time and money. I refused to book her and she threw a wobbly (she also complained that I took a day off for my Dad's funeral, selfishly) so I told her to go elsewhere.
Another client who was having problems with her fella accused me of having a fling with him after I cut his hair. She was as mad as a box of frogs and quite honestly I don't get a thrill from cutting a mans hair.
A few clients have tried to bully me into doing colours on their hair that I know will not work. I stand my ground and my reputation means more to me than a few hundred quid of revenue.
With unpleasant/aggresive/patronising/rude people I manage them and stand my ground. I have the advantage of knowing my trade inside out and have learnt over the years how to bend difficult people. The other stylists shudder at having to cover my clients. I think my clients are ok.I make them laugh at themselves, and conquer their difficulties with hairdressers.
People are usually tricky because they are unsure, defensive, scared or suffer low self esteem.If you can find the problem, and solve it for them, they become your devoted client forever.

 

[-sophisticutz-]

The last bit you put, Persianista, is very true. I have some clients that seemed difficult from when they first booked in and they have become my most loyal. It is learning how to handle people and unfortunately at college they do not teach you good people skills

My staff too dread having to do my clients. They are all puppy dogs to me :lol:

 

[persianista]

Good people skills take a long time to learn, as does body language. I don't think it is possible to teach it. It comes with experience.

 

[rhiannonmarie]

yeah i think your right the more you interact etc with people the more confident you become and the more you learn, if that makes sense lol

 

[daisyl]

With unpleasant/aggresive/patronising/rude people I manage them and stand my ground. I have the advantage of knowing my trade inside out and have learnt over the years how to bend difficult people. they become your devoted client forever.

I think this is key - if you are armed with knowledge and know your industry inside out then you will be best placed to 'educate' clients who think they know otherwise. You will also be much more respected.