Hi Geeks,
I am in the process of setting up my new home based salon, have almost everything ready to go, and intend to start trading after Easter.
On Friday, I did some beauty work for 2 of my nearest and dearest friends, as they were to be bridesmaids in a wedding on Saturday. We have been friends for over 15 years and I love them like sisters, but they really disappointed me on Friday, and I was just hoping for some advice on how to handle future situations like this, should they arise.
Both girls were booked to have a spray tan, eyelash tint, brow tint and wax. These appointments were booked about 3 or 4 weeks in advance. The appointment time was 5.30pm - they showed up at 5.05. Luckily I had finished work half an hour early (currently work a 9-5 job) so I could get home and get set up and organised, so it was a good thing I did, or they would have beat me home! That was the first thing that annoyed me. I can understand showing up 5 or 10 mins early for an appointment, but 25 mins??!
The second thing that annoyed me was, as I started to work on the first friend, second friend informs me that she no longer needs the spray tan, as she had one done this morning at a competitor salon. I was SO offended!! I ask friend 1 if she is still having her tan, she responds "no...". All I could manage to say was "oh. Ok then..." I was livid (who tells someone they no longer need a treatment because they went and got it done at the competition?!!) - but had to bite my tongue, as I didn't want to say something and get into an argument with them. I felt like saying (and now kind of wishing I did) "Well as I have blocked out enough time to allow for all the treatments that were booked, I'm still going to charge you for the spray tan, as you didn't notify me to cancel it until I was halfway through your treatment". Who shows up to the appointment and tells you nah, they don't want half of it anymore?!
My question is, if this sort of thing happens with a "real" (for lack of a better word) client, how would you handle it? Would you still charge for whatever they have decided they no longer want? And how do you deal with someone that shows up so early? I was just so taken aback, I had no idea what to say or do without losing my cool. :evil:
*EDIT* On a side note - regarding a cancellation fee. How do you actually get the money out of someone if they are a no show or they ring up an hour before and cancel? For example, Sally doesn't show up for her spray tan, how do I get the money out of her, if I call her and say "you owe me $35 for the tan you didn't show up for" it's not like she's going to say "Sure, I'll drop it straight in" if you understand where I'm coming from?
I am in the process of setting up my new home based salon, have almost everything ready to go, and intend to start trading after Easter.
On Friday, I did some beauty work for 2 of my nearest and dearest friends, as they were to be bridesmaids in a wedding on Saturday. We have been friends for over 15 years and I love them like sisters, but they really disappointed me on Friday, and I was just hoping for some advice on how to handle future situations like this, should they arise.
Both girls were booked to have a spray tan, eyelash tint, brow tint and wax. These appointments were booked about 3 or 4 weeks in advance. The appointment time was 5.30pm - they showed up at 5.05. Luckily I had finished work half an hour early (currently work a 9-5 job) so I could get home and get set up and organised, so it was a good thing I did, or they would have beat me home! That was the first thing that annoyed me. I can understand showing up 5 or 10 mins early for an appointment, but 25 mins??!
The second thing that annoyed me was, as I started to work on the first friend, second friend informs me that she no longer needs the spray tan, as she had one done this morning at a competitor salon. I was SO offended!! I ask friend 1 if she is still having her tan, she responds "no...". All I could manage to say was "oh. Ok then..." I was livid (who tells someone they no longer need a treatment because they went and got it done at the competition?!!) - but had to bite my tongue, as I didn't want to say something and get into an argument with them. I felt like saying (and now kind of wishing I did) "Well as I have blocked out enough time to allow for all the treatments that were booked, I'm still going to charge you for the spray tan, as you didn't notify me to cancel it until I was halfway through your treatment". Who shows up to the appointment and tells you nah, they don't want half of it anymore?!
My question is, if this sort of thing happens with a "real" (for lack of a better word) client, how would you handle it? Would you still charge for whatever they have decided they no longer want? And how do you deal with someone that shows up so early? I was just so taken aback, I had no idea what to say or do without losing my cool. :evil:
*EDIT* On a side note - regarding a cancellation fee. How do you actually get the money out of someone if they are a no show or they ring up an hour before and cancel? For example, Sally doesn't show up for her spray tan, how do I get the money out of her, if I call her and say "you owe me $35 for the tan you didn't show up for" it's not like she's going to say "Sure, I'll drop it straight in" if you understand where I'm coming from?
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