I'd like to know what you'd do please . . . .

[blossom]

Hiya, I'm unsure how to handle this situation and wonder what you'd do.

A lady left a message today (about 9.30am) whilst I was working, asking me to call back to make an appt. I phoned back about 10.30 but she wasn't there, so I left a message for her.

Then she rang me back a while later, saying sorry she missed my call, would I call back and she looked forward to hearing from me. All OK so far.

I didn't call her straight back as another client was due. When the client went I checked my messages again and the same lady had left another somewhat irate message saying "Look, I want to make an appointment, I've rung you THREE TIMES and you've not rung me back . . . can you ring please" and hung up. :irked:

Well, I'm wondering whether to ring or not now. She'd already acknowledged my call less than an hour before and yet here she is accusing me of not ringing?????

If I ring back and tell her she's already left a message thanking me for calling her back, we're going to start on the wrong foot cos it sounds like she's on the warpath. :Scared:

I'm not fully booked out but I've got plenty of lovely clients, enough to keep me really busy. I don't want to turn work away but I like my stress levels low.

Do I ring her? Or do I not? (No offence but I'm thinking nutter already).

Thanks for reading xx

 

[Vetty]

I'd ring her and say ' sorry it's taken me a while to get hold of you but I've been working this morning'. That way you've made the point that you've been with clients and don't take calls when you're working. I wouldn't turn her away from this info - some people don't come across well on the phone but are really nice in real life......!

 

[Loulou Mc]

I would agree with Vetty and call her back .

She has to understand that you run a business and as such you are not always available to take calls - thats why you have a answer phone.

What does your answer phone message say - it might be worth saying " I am busy with a client right now but I will call you as soon as I am free" - I apologise if you already do that.

Give her the benefit of the doubt - she might just be having a bad day.

 

[Coppertop]

I'd call her back and if you speak with her them just explain that you have been very busy with clients and if you get her voicemail then try and give her an idea of when you will be free to speak.
Tough on eh. Don't we just love all our clients :green:

 

[blossom]

Thanks for your replies. I'm normally one for giving someone another chance.

I'm still puzzled though as to why she says she's rung 3 times and I've not called her back, when I did call back and she knows I did cos her 2nd message acknowledged that?

Trying to pluck up courage to ring her now. Will keep you posted.

 

[~Emmsybabes~]

Ring her hun....tell her you are a very busy technician, and it would be rude of you to answer a call while in the middle of a treatment, but you do ALWAYS call back when you have a moment...as you did do so, when you left her a message.

If she doesn't like that...that is then her problem not yours
You cant please everyone all of the time xxx :hug:

Sometimes that one lost client, is a godsend x

 

[blossom]

OK, I've phoned her, and actually I think she just has a bit of an abrupt way about her . . . . we've booked a time next week and had quite a nice chat :green: Yay I'm pleased you lot said ring cos I think I might not have otherwise lol! Thank you for your support, it's so lovely to have this site to turn to for advice when you work entirely on your own. :hug:

xx

 

[~Emmsybabes~]

OK, I've phoned her, and actually I think she just has a bit of an abrupt way about her . . . . we've booked a time next week and had quite a nice chat :green: Yay I'm pleased you lot said ring cos I think I might not have otherwise lol! Thank you for your support, it's so lovely to have this site to turn to for advice when you work entirely on your own. :hug:

xx

Brilliant hunny well done :hug:
Totally agree about this site being a godsend...without it I probably wouldnt be doing nails full stop lol.
xxxx

 

[adelekeegan1]

Brilliant hunny well done :hug:
Totally agree about this site being a godsend...without it I probably wouldnt be doing nails full stop lol.
xxxx

You can say that again:lol:

 

[estherlou]

Take it as a challenge hun, turn her into a happy bunny with a fab set of nails! Some people are just super impatient. Hope it goes well xx

 

[Vetty]

Some people are just super impatient.

And they do my head in!! Last night my phone rang 4 times in the space of an hour (when I was with a client), no message each time. When I'd finished my appt I called the number back and it was a client from 3 weeks ago wanting to book a rebalance...... I felt like saying 'why didn't you just leave me a bl**dy message, I do have other clients you know!?!' Argh :irked:.

 

[~Emmsybabes~]

You can say that again:lol:

OK....
Brilliant hunny well done :hug:
Totally agree about this site being a godsend...without it I probably wouldnt be doing nails full stop lol.
xxxx

:green:

 

[weezie]

Some people aren't good with answer phones, she was probably thinking she had called a few times and just blurted the thing about you not calling her back without thinking. I'm glad you called her, she may end up being a good client.:hug:

 

[izzidoll]

I'd ring her and say ' sorry it's taken me a while to get hold of you but I've been working this morning'. That way you've made the point that you've been with clients and don't take calls when you're working. I wouldn't turn her away from this info - some people don't come across well on the phone but are really nice in real life......!

I totally agree with Vetty here..............

So glad you followed the advice and phoned the client.
I bet she turns into a loyal regular now!!
I love happy endings.

 

[Debbies Gellies]

Hi hun, let us know how she is after her appt. I bet she feels really bad about the call and will give you a big tip! :green:

 

[blossom]

Hi hun, let us know how she is after her appt. I bet she feels really bad about the call and will give you a big tip! :green:

LOL!

Vetty: I know what you mean, I'm sure some of them think they are the only client we have lol

 

[blossom]

Oh no,she's already forgotten when the appointment is! hmmmmm :lol: oh well lol

 

[nailzoo]

These kind of clients irk me :irked:

A good starting point is to make your answer machine quite specific.
You have called blah blah blah on Number blah blah blah. The salon days and hours are blah blah blah. I appreciate your call, but I am currently not available to take your inquiry as I am more than likely treating a customer, I appreciate your call and will return yours as soon as possible.
blah blah blah blah blah.

Sounds too polite for me huh ?

Too right, but I know how to kiss ass when the need arises.
You should make the time to return calls every 1-2 hours, otherwise they can panic, as often they have left it until the last minute to call you.

 

[adelekeegan1]

These kind of clients irk me :irked:

A good starting point is to make your answer machine quite specific.
You have called blah blah blah on Number blah blah blah. The salon days and hours are blah blah blah. I appreciate your call, but I am currently not available to take your inquiry as I am more than likely treating a customer, I appreciate your call and will return yours as soon as possible.
blah blah blah blah blah.

Sounds too polite for me huh ?

Too right, but I know how to kiss ass when the need arises.
You should make the time to return calls every 1-2 hours, otherwise they can panic, as often they have left it until the last minute to call you.

Well.......................yes:green:

 

[soriminah]

You should make the time to return calls every 1-2 hours, otherwise they can panic, as often they have left it until the last minute to call you.

That annoys the crap out of me because when you ring back then they say 'oh, I found someone else who can fit me in.' Um, hello, you rang less than 1 hour ago:grr:.