I just lost my best client & I don't know why?

[krissy07]

I just lost my best client!! : (
I have no idea why! she canceled her appointment for tomorrow and said she is going to get her nails off now (but not by me!) I then said that I'm free and could soak them off for her if she prefers. I haven't heard back! oh my gosh - I'm so upset. I really have no idea why this has happened? I even gave her a free hand massage last time because I took a bit long and said that I was sorry i took so long would you like me to give you a quick massage to make up for it - which she said yes, and I have also previously given her a voucher for a mini manicure as a promo (she hasn't used yet). I don't know if she even wants to come back or if she has any issues with her nails or me? I did ask for some feedback but she wouldn't give me any (previously she had said that I had gotten lots better from when I was still training as she has been with me for months now) what advice apart from this happens and move on could you give? How should I be looking through what I am doing or review.:cry:
: (

 

[Lynne Baker]

There are so many reasons why someone might decide to give up enhancements, many of which are nothing to do with the quality of the service you provide. She may be finding it a financial strain, given the current economic climate, and we Britons aren't awfully comfortable in admitting that we can't afford something. She may have a health issue that she has just discovered which requires her nails to be au naturel. She may just have decided to have a break from them! Years ago I used to have enhancements and every now and again I would just get fed up of having to look after them!

Try not to fret too much; but if you're anything like me you will! You could offer to soak them off for her for free which would give you an opportunity to find out what the deal is, but be prepared for her not to want to talk about it. She may have decided to go elsewhere to have them removed because of precisely that: she doesn't want to have to justify herself.

 

[collin]

I just lost my best client!! : (
I have no idea why! she canceled her appointment for tomorrow and said she is going to get her nails off now (but not by me!) I then said that I'm free and could soak them off for her if she prefers. I haven't heard back! oh my gosh - I'm so upset. I really have no idea why this has happened? I even gave her a free hand massage last time because I took a bit long and said that I was sorry i took so long would you like me to give you a quick massage to make up for it - which she said yes, and I have also previously given her a voucher for a mini manicure as a promo (she hasn't used yet). I don't know if she even wants to come back or if she has any issues with her nails or me? I did ask for some feedback but she wouldn't give me any (previously she had said that I had gotten lots better from when I was still training as she has been with me for months now) what advice apart from this happens and move on could you give? How should I be looking through what I am doing or review.:cry:
: (

sounds to me like you have given this customer quiet a lot of free stuff over and above what she came to you for...maybe you simply haven't come across confident enough or that she simply has decided not to continue with this treatment..who knows.

Maybe you should call her up and ask her in as nice a way as possible as to the reason why she no longer will be coming to you.

Sometimes giving things away and apologising to much to customers can work against you....perhaps a firmer more professional approach can work better....I.E. you are the pro and offer a good service within a good time frame so no need for freebies etc...the customer should feel that they are lucky that you can fit them in for their treatment.

Good luck either way and don't let this dent your confidence :hug:

 

[essentia]

To add to the other posts I would say try not to take it personally. Easier said than done especially when you are new. I never forget that clients are clients and even if they become more like friends I do not forget that.

I am secure enough in my service to not feel I am letting any one down but clients do move on or stop coming for many reasons. I agree with Collin who says stop apologising for anything as it sounds like you know you have shortcomings!!! Keep going and remember we are providing a service in which clients may stay or go - they are not obliged to stay with us. :hug:

 

[krissy07]

thanks, I am over it now. I don't mind - was just sort of shocked. I did offer to soak them off but she was on her way to someone else to get them off (pretty sure the mall as that's where she use to go)
I polity asked for some feed back from her and she said - 'you have a great personality for it. the time you take needs to be worked on but im sure that will come with experience.' Some times we talk too much so in turn takes a bit longer, though I don't know why? but I cant do 1/2 hour jobs like the malls. I don't use electric files either.

 

[shedunlop]

Ha! I am a talker as well and found it really difficult to keep to proper timings. I have been doing nails for 9 years now and try my best to talk to them without looking at them, therefore talking to their hands and without my own hands waving all over the place! I did have a problem at first and had to concentrate really hard but I got there and shortened my time.

I personally think this could be more of a financial issue for your client. Times are hard and things might be tight at home which can be embarrassing for some folks. That, added to the fact that you have been so good to her over the time she has been with you, she may think that you would think she was after something else free! If she is a nice lady she would be too worried about this.

Clients come and go, you will build your regular base who will give up eating before giving up their nails but others go in fits and starts so the biggest lesson is not to take things personally.

I am pleased to hear that you are 'over it' now, concentrate on replacing her and you will be fine and don't be intimidated by the Mall, they have their clients and you will have your very own!

Sheila

 

[krissy07]

its not money, she just bought a new lap top and phone. she has a high paying job and her children are older, she is a middle age lady - Im thinking she wants a break from them. but I still don't get why she wouldnt ask me to soak them off? maybe she likes a quick job. anyway. have an ad in paper today so will see if that pays for itself. times can't be that bad - there are so many people in the malls shopping and in the lil nail places.