Salon owners - advice please

[EmmyLou73]

Hi I'm new to salon geek and was looking for some advice from salon owners please?

I currently have a salon and specialise in eyelash extensions and nails.

I rent out two areas to a beauty therapist and an established nail technician.

We all use different nail systems so we are all individual.

My problem is with the beauty therapist as when she started with me so had no clients. To help her become established when my client was looking to have her nails done and I couldn't accommodate her I offered the beauty therapist the appointment. Over time I now have no nail business as the beauty therapist would book my client back in with herself without offering my client the option to book back in with myself.

I'm also finding that when clients come into the salon or phones the salon looking for nails that she goes straight to her diary, myself or the other girl don't get considered.

I am in my treatment room for most of the day so find it difficult to see clients coming in or answer the phone, unless I'm between appointments. I can't afford to employ a receptionist.

I have spoken to the girl about this and she said she saw 'where I was coming from' but still insists on booking my clients in with herself.

She has now started to lie to me about my clients in her appointment book to cover up!!

I am wondering how other salons operate to eliminate this and what I can do to protect myself so that I don't lose any more clients.

Any advice much appreciated x

 

[virtues2011]

She's probably thinking of how she's going to pay her rent. Is it not just a case of looking after number one here. Why are the customers not asking for you when booking their next appointment? Surely they would ask for you if they wanted you. I think it is just a disadvantage of renting and self employment. I think she is assertive and it is clearly working...but I can see the detriment to you as she will take them when she leaves. She would be better suited to working on her own I believe, in her own room with no competition - like a hairdressers or similar. She's not going to be worried about your thoughts, she's making money, and probably doing rather well at it.

 

[Serenity.spa]

You get always seem to get this problem when there is multiple therapists. When I was working in a spa with 5 other girls it become a big deal fighting over the phone for bookings etc but in the end we all sat down and agreed that when the phone rang for a booking if they were new to the salon it was a free for all but if it was a returning client we must ask who they want to be booked with, it gives the client the chance to pick the last person who did them or if they didn't like or get along with that therapist, gave them a chance to ask for someone new. This business isn't about you its about the client so you must give them the option of choosing. If this doesn't help maybe stop the beauty therapist doing nails so you techs have a chance to do what you do. You gave the therapist the option to do your client now its time for you to take your client back, unless your client chooses that therapist.

 

[Carlalouise]

If you're unhappy with what she is doing it's your salon so you are well within your rights to tell her it's not working out, she has to go. If she takes a few clients with her so be it, do you have the client record cards? If so make sure she doesn't get her hands on them!!

 

[virtues2011]

I can't talk from an owner who has self employed staff and not really from a person that is self employed that works with others, but personally I really find this situation quite sad. It seems that if she excels in retaining clients she is penalised, the comments already suggest remove her, remove her from doing nails, keep the client cards, she probably will be disliked as those she works with are becoming threatened by her. It seems every client that books in with her is happy otherwise they either would ask for another or not return. If she is that good why don't you employer her? although probably, she would refuse if she is doing rather well.

I know the answer if this thread was written and posted by the therapist....Get out as quickly as you can, you can do better than this!

 

[EmmyLou73]

Thank you all for your feedback - it's good to hear from a different and neutral perspective!

I feel I have been fair with her as when she started a year and a half ago she didn't have any clients and I was keen for things to work out for her. I even taught her new things about nails to help her along.

My objection is that if she does my clients they don't get the choice of who does their treatment or their preferred nail products - they are automatically booked in with her! I have asked my clients about this and their response was 'oh I didn't think you were doing nails anymore' or 'I didn't think I could get booked in with you'! I am very client focused and have had my clients for a long time and always try to accommodate them by working late or going in on my days off.

I also spoken with her regarding new clients and establish if they have been before and let them decide which nail system they would prefer but this isn't happening and the choice is being taken away from them.

I would like it to be fair for everyone!

 

[Pinkpants]

I can total see where you are coming from, I have had clients for years upon years, then one time they are unable to get an appointment with myself and another stylist does their hair once and claims them. They are not asked who they want to do their hair and automatically booked in with other stylist even tho this is not what they want but they do not want to upset the other stylist.I have even lost clients for years only to return when other stylist has left crazy!! I would sit her down and say play fair or bye bye!! Take it in turns who gets new/anyone clients.