I've done something silly.

['chelle]

I could bang my head against a wall, I really could. You know when you handle a situation really badly, but you realise it as soon as you've done it?

I finished a bit early today as I had an appointment. Apparently after I left, a client came in so the hairdressers gave her my mobile number (which I will address with them tomorrow). So, this lady rings me and asks if I can do a full set for her on Monday. I explained that I dont open Mondays, but that I do work Saturdays and some late nights if thats any help. She explained that she's going on holiday on Tuesday and wanted them doing for then. She's a care worker and not allowed to wear enhancements for work, and she's working on Saturday meaning she cant have them done any earlier than that.

I felt a bit put on the spot, and since my business is very new I dont want to turn business away if I can avoid it, so I offered to open up on Monday morning for her. As soon as I put the phone down I thought "why have I just done that?" - I dont open Mondays!!

I dont mind staying a bit later now and again, but opening up when I'm not meant to be there at all - I dont think its wise to get into that habit. So, I rang the lady back (straight away) and apologised and explained that I've just checked my book and I have another appointment (which is true - I'm seeing my business advisor and would have had to re-arrange it for her). I apologised and explained that if she can make it any other time I would be glad to accommodate her. She was fine with it, but then when I put the phone down I thought - "What have I just done that for - again!!". Now I look like an unprofessional idiot!

What do you think I should do? I was thinking of offering her a free bottle of nail enamel or something to apologise for letting her down, or should I just leave it? Clearly I'm not firing on all cylinders today and I dont want to make another bad decision, what would you do??

 

[maguire]

Could you have not opened just this once but make it clear that it is this once, or done her nails mobile, then at least you keep the client especially as you are only just starting out, it may have impressed her a lot, she may have then passed word around about you, could you not give her another a ring and offer her the varnish for inconvenience caused, even though it is her thats inconveniencing you, just an idea

 

[Bev Rose]

So...is she coming at a different time before her hols? Like, later one eve?

Thing is, when you first start up, you feel like you should bend over backwards to accomodate people when they want you to.
Experience has made me realise that people will try all sorts to get things their own way - like ringing you on your mobile when you don't normally have clients call?
I've done it, worked until 11pm, ran around after people and with no 'thanks' from them. Now, I'm not saying my clients should thank me - but, when you put yourself out, such as working on your day off/doing that something extra to ensure you have helped them as best you can/worked at daft o'clock in the morning/night, just for them, they will end up taking the pee & expecting you to do it all the time.

I think you should stick to your guns, as people will only think they can come & go when they please iykwim. It shows that you do run a structured professional business etc.

Would I have done the same as you? Probably.
I would then of called myself all the prats under the sun & rang her back, just like you & then felt just like you! In my early days, but not now. I need my time out too.

TBH, I don't think you need to give her a freebie - would your dentist/hairdresser give you a freebie for doing a similar thing?

 

[angel fingers]

i dont think you have let her down, she has left it far too late to book and she cant come during your hours of opening.
nothing for you to worry about, its just one of those things. it wont ruin her holiday, and if push comes to shove and she is having an awful time without a set of nails she could probably get them done when she gets there.

dont give yourself a hard time.

 

[bubbabinks]

Personally I wouldn't worry about it, you told her when you were available and you wernt lying when you apologised for double booking.
As soon as you bend you'll be doing it all the time.
If she's not normally allowed them for work then she doesn't sound like she's going to be a regular anyway.
Has she booked in for another time?

 

[mercedes69]

Ahhhhh....now you see I am a pushover....so I would have bent over backwards to accomodate her....!!!!!

But I am so bad like that....I would have instantly felt sorry for her....and agree to have done them at 6am on Sunday morning if I had to....

I admire anyone who has the guts like you to say NO....You have a life for goodness sake...!!!!

But....and don't shoot me....if I was trying to build up a client base for a new business, I think I would do my best to try and help this lady.
You just never know what she might bring to your business in the future by way of word of mouth, family, friends etc...

It's a toughie and I can see your dilemma...

:hug: xxxxxx

 

[Bagpuss]

I am torn....part of me thinks don't worry cos its not like she would become a regular and earning you money every 3-4 weeks (due to her job) but then the other half of me thinks business is business and she could have spread the word for you...either way its done now hun. :hug:

 

[littlegrohl]

well its the little things like that in the beginning that help.. I would have done her.
When i started i gave my regulars free treatments for every new client they bought in.. for a whole year i was bending over backwards and sometimes shooting myself in the foot just so i could fill my book.. and it has payed off!
Now 2 years later im in a position where i have enough clients and job satisfaction to say NO.. sorry.. but i rarely do.. because its money in the bank after all yea?

There is nothing wrong with giving her a call.. and saying hey, i have had you on my mind and decided that i can fit you in after all.. make her feel that you are doing her a favour and she will spread the word.. but dont give a freebie.. your time is the freebie..
good luck mate..

 

[binny]

So...is she coming at a different time before her hols? Like, later one eve?

Thing is, when you first start up, you feel like you should bend over backwards to accomodate people when they want you to.
Experience has made me realise that people will try all sorts to get things their own way - like ringing you on your mobile when you don't normally have clients call?
I've done it, worked until 11pm, ran around after people and with no 'thanks' from them. Now, I'm not saying my clients should thank me - but, when you put yourself out, such as working on your day off/doing that something extra to ensure you have helped them as best you can/worked at daft o'clock in the morning/night, just for them, they will end up taking the pee & expecting you to do it all the time.

I think you should stick to your guns, as people will only think they can come & go when they please iykwim. It shows that you do run a structured professional business etc.

Would I have done the same as you? Probably.
I would then of called myself all the prats under the sun & rang her back, just like you & then felt just like you! In my early days, but not now. I need my time out too.

TBH, I don't think you need to give her a freebie - would your dentist/hairdresser give you a freebie for doing a similar thing?

Well said!!! xxx

 

['chelle]

Thanks everyone. She hasnt made an alternative appointment, it was Monday or nothing.

Now I've had time to sit back and think about it I'm glad I've cancelled. I know what some of you are saying about not turning business away in the early days, this is what was on my mind when she rang, and this is why I agreed to open on Monday. Having thought it through though, if I see her Monday, it means I have to cancel my meeting with my business advisor who is coming to see me about a grant I am getting for advertising, including a massive leaflet drop and local press advertising. If I put this off, I postpone the advertising, and could miss out on more business by delaying that for the sake of one set of nails for a lady who is probably not going to be a regular anyway.

The other thing thats occurring to me is this. If I do open up for her, she may well tell all her friends, but what is she going to tell them? That she clicked her fingers and I opened up on my day off? I dont want that.

I am disappointed to have lost out on a potential new client, and if I'm honest I probably would have opened up if I didnt have this meeting with my business advisor, but actually perhaps its a good thing I do have a conflicting appointment because its been a good exercise is setting some limits and saying no.

Thanks again for all your advice, its appreciated:hug:

 

[geeg]

I would have done the appointment for her ... too right I would. I honestly can't believe the lack of logical thought on this thread, but I'm not going into each individual load of nonsense some have written.

For goodness sake, you have started to run a new business ... OF COURSE you should be bending over backward just as your supposed business manager will do for you, if he has any sense, and see you at a different time on Monday to your appointment. One new customer is worth a 1000 useless leaflets that 90% will throw in the bin. Her referrals are worth 10,000 more.
She will not expect you to do it again when she knows what you have done especially for her. and it is not just for her is it? It's for you and the future of your business ... it is goodwill and great PR.

No wonder so many so called nail technicians make nothing out of their businesses with the attitudes displayed by most on this thread. And they never will.

If I had not 'burned the midnight oil' many many many times and for many many years for my clients I would NEVER have built up the business I had. Not 20 or 30 but hundreds of regular clients who DID appreciate what I did for them and many are still going to the salon now after 20 years!!! True.

Your first instincts were right.

 

[beautynails]

I probably would have done them, unless I'd been super busy and really needed that day off (I do believe it's important to take time for yourself).
I quite like Nailzoo's policy of charging extra to open on a day off.
I find it works best if when you are put on the spot to offer to "see what I can do and ring back", then at least you can take your time to decide on what you want to do.

 

[1999judy]

I don't know your situation but if you didn't feel comfortable opening the salon couldn't you have gone to her mobile as a one off? Or could she have come to you?

 

[bling nails]

I never refuse NEW customers, they are the links to your business chain, without new customers, how on earth do you expect to grow?

They are your bread, butter & crusts!

 

[Sassy Hassy]

When I first started my business (which I have done again out in Spain) I would take each and every client I could get my hands on. I never said no! I couldn't afford to - oh the joys of being a single parent!

However, I'd always try and fit the clients around me first eg yesterday we had a client in wanting to book on my colleague's day off so we asked if she could do Saturday which the client couldn't make, so I said well how about TODAY! "OMG" she said "you can do today? That's marvellous!" She was happy and my colleague was happy! But if I hadn't asked her then my coleague would have come on her day off when she didn't need to.

Now I know you couldn't in this case, but yes I'd have taken the appointment, but you CAN usually persuade people to come at a time that suits you.

You may also find that Monday could be a busy day for you. So many places are closed then. I do Monday to Friday (and Saturday by appointment only which is rare because I can normally get them in in the week :green and Monday is ALWAYS my busiest day AND then phone rings the most as all the other salons in the town are closed.

Maybe when you are really busy you can afford to be stricter with your diary, but when business is so tough to get TAKE IT ALL!!!!!

I wouldn't phone her back now as it would look a bit silly. And don't mean to be funny, but I can't see that a nail polish would help her much? She wanted her nails doing, not a freebie!

Lesson learned - onwards and upwards!

 

[tinkywinky]

I have been in many a similar situations,it's a hard one knowing whats best, sometimes I have worked late on a Sunday night to accomodate people. Sometimes I'm like "I really don't want to work tonight" but when I get there and are happy and re-book I'm like great I've got a new client.

I'd say in future if it's a similar situation then maybe consider booking them in.

Due to her job she was a little stuck, but then again you don't open Mondays. Could you have done it mobile?

Anyway know you feel a little torn so I will shut up.

xxx

 

['chelle]

Thanks everyone. Wise words as usual!

Now I've slept on this one I can see just what an allmighty cock-up I've made of this situation. Like you said Sass, I'm putting this one down to experience and will deal with this tpe of situation much better in the future!!

 

[PinkPotions]

Don't beat yourself up about it hunny, the next time it happens you will be more confident and able to make an educated decision. Don't look upon it as an opportunity lost look upon it as experience and knowledge gained. (it saves on the depression lol).

I'm a mobile therapist / technician and i normally don't start work till 12pm on a Saturday so i can enjoy a lie in with my hubby (I work over 70hrs a week, i kept my day job aswell, my weekends are sacred) however, tomorrow i have a full set of gels at 8am!!! Yup i wish i didn't but it's a new client who's asking so i made the exception. Life is a b*tch

 

[littlegrohl]

Don't beat yourself up about it hunny, the next time it happens you will be more confident and able to make an educated decision. Don't look upon it as an opportunity lost look upon it as experience and knowledge gained. (it saves on the depression lol).

I'm a mobile therapist / technician and i normally don't start work till 12pm on a Saturday so i can enjoy a lie in with my hubby (I work over 70hrs a week, i kept my day job aswell, my weekends are sacred) however, tomorrow i have a full set of gels at 8am!!! Yup i wish i didn't but it's a new client who's asking so i made the exception. Life is a b*tch

hear,hear!.. dont worry chelle.. we live and we learn mate!

 

[2littletoys]

to.


You may also find that Monday could be a busy day for you. So many places are closed then. I do Monday to Friday (and Saturday by appointment only which is rare because I can normally get them in in the week :green and Monday is ALWAYS my busiest day AND then phone rings the most as all the other salons in the town are closed.

brilliant-never thought of that.................will store that gem sassy!!!!thanks