PixieBeauty
Well-Known Member
Great way to make your point and avoid an argument!
Things are so different in the UK. Y'all are so polite.
I always believe in honesty and directness. I disagree with feigning illness. Tell her she needs to find a new nail professional and tell her why. PERIOD. END OF STORY.
I understand she's been your client for some time. But just because she's been a paying client doesn't mean she's been a good client. There's a difference.
Just adding my bit in....I had a new client who turned up for dermabrasion with the whole family daughter grandson undergoing potty training....get the scene? Had a salon at the time, I heard daughter say what's the matter do you need the toilet to the toddler, ran to her car parked outside to collect a potty. When she returned I said oh the toilet is through there so the child could go to toilet with potty.
The client and daughter looked at me as if I was scum, pulled down the sons trousers in my public reception area sat him on his potty to do what nature intended.
Steam was coming out of my ears at this point my previous client attempted to exit the salon had to swerve around the potty almost slipped and fell on "something watery" on the floor!
I apologised to my client went to get disinfectant and told the daughter the toilet was in the back to dispose of its contents....
She looked at me opened my salon door and threw the potty contents into the street over the pavement!!!
I am no pushover however the look on my face as I was about to have my say the new client turned to me and said I don't like your attitude!
I said I don't like yours,get out!
No I'm not you will do my treatment!
At this point I got a hold of her arm carefully guided her out of my salon as she was shouting "I was going to recommend loads of people to you now you'll be sorry!"
To which it replied if they are anything like you I don't want them now get out and I carefully closed the door , she phoned the police can you believe it?
And obviously the police advised her to leave ?
And guess what I am busier than ever that did not affect my reputationle get away with treating us badly and I think my clients and other business respected me more for that.
Sometimes things have to be done and I felt good after that absolutely do not let these peop
Just adding my bit in....I had a new client who turned up for dermabrasion with the whole family daughter grandson undergoing potty training....get the scene? Had a salon at the time, I heard daughter say what's the matter do you need the toilet to the toddler, ran to her car parked outside to collect a potty. When she returned I said oh the toilet is through there so the child could go to toilet with potty.
The client and daughter looked at me as if I was scum, pulled down the sons trousers in my public reception area sat him on his potty to do what nature intended.
Steam was coming out of my ears at this point my previous client attempted to exit the salon had to swerve around the potty almost slipped and fell on "something watery" on the floor!
I apologised to my client went to get disinfectant and told the daughter the toilet was in the back to dispose of its contents....
She looked at me opened my salon door and threw the potty contents into the street over the pavement!!!
I am no pushover however the look on my face as I was about to have my say the new client turned to me and said I don't like your attitude!
I said I don't like yours,get out!
No I'm not you will do my treatment!
At this point I got a hold of her arm carefully guided her out of my salon as she was shouting "I was going to recommend loads of people to you now you'll be sorry!"
To which it replied if they are anything like you I don't want them now get out and I carefully closed the door , she phoned the police can you believe it?
And obviously the police advised her to leave ?
And guess what I am busier than ever that did not affect my reputationle get away with treating us badly and I think my clients and other business respected me more for that.
Sometimes things have to be done and I felt good after that absolutely do not let these peop
Hi this thread has given me great advise as well,
I work from home and gave a VERY awkward client,
No time is ever good enough for her and she feels like I should be giving up my spare time just to fit her in, then constantly changes her appointment and gets sarcastic towards me when I can't fit her in that day,
She's a single mum and a child minder do every time she comes she's got at least 2 children with her one of which HAS to sit on her knee throughout her treatment (eyelashes) it takes twice as long to do her treatment as you can imagine!
She answers her phone when ever it rings!!! Saying sorry I have to answer this then chats to her friend on the other end about nothing in particular!!
When her eye lashes start to come off its always my fault, not her fault for putting too much oil in her hair that runs down her face!
I did rockstar toes on her and she rang me back 2 days later saying its come off! I insisted she comes back so I can take a look at them, it turns out she scraped them on the bottom of the swimming pool as its quite gritty for grip, but she thinks it's still my fault!!
I have to sack this awkward woman! I dread her appointments! :-(
Emma, as a mother who has a childminder I would be appalled if I found out that she was taking my child along to personal appointments!! She is working & should not be making appointments like this at a time when she is supposed to be giving full attention to the children in her care!!
My childminder does all her appointments in the times she has no children!
Maybe a quite word with ofsted!!!
I'm quite disgusted myself Hun, she txt me back asking if 9am on thurs was ok, I said no as you know I have children myself and got to get them ready and off to school at that time, to which she sent a reply saying "oh well that's the only time I haven't got any children with me" I haven't replied, I don't see the point as I've already given her a reason, hopefully she will go somewhere else! X
I once recommended that a client shave as she found waxing sooooo distressing! She was a right PITA, another lady was so rude about my door bell not working, I explained it was 9pm and I had not had time to get out for a new one...she went on and on. I wanted to say knock on the door if no one answers the bell IDIOT...anyway on and on she went then she said now by my next appointment... I said Oh you want another appointment? sorry but you have made me feel terrible and I'm not making you one. She physically had one end of my appointment book trying to get it to write herself in! The client waiting thought it was hysterical!
I have been in business for 16 years you do gather a few 'loose canons' over the years.
For you client I would find a salon that is child friends and give her the number...and the sick plan is good if you are not good at confrontation
Things are so different in the UK. Y'all are so polite.
I always believe in honesty and directness. I disagree with feigning illness. Tell her she needs to find a new nail professional and tell her why. PERIOD. END OF STORY.
I understand she's been your client for some time. But just because she's been a paying client doesn't mean she's been a good client. There's a difference.
Thanks for all your advice guys, this is how I've handled this situation.
Firstly I have sent out a generic text to all clients that have kids saying
"Hi, due to a recent incident in the salon, we are no longer able to allow children under the age of 12 yrs old. It has also been confirmed by our insurance company that we are not insured whilst children are present during treatments. Therefore, with immediate effect, children are no longer allowed in the salon. Please make sure you have childcare for your treatment times. If you do turn up with children, you will be asked to reschedule your appt and a 50% late cancellation charge will be applied. Thank you for your co-operation in this matter".
Secondly, I have started giving out an amended price list asking clients and asking them to be aware of price changes. This includes a "quick polish" lol.
With reference to my nightmare client, i have sent this text about children and haven't had a response yet so we will see. I will be letting her know the cost of her appt once I have seen her nails BEFORE i start, and ask her if this is ok to continue.
I think this will do the trick...what do you guys reckon?
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