Told by a client on Facebook they have found a new hairdresser!

[Hair1986]

Yes... This is true!

One of my regular who has been coming in to me for nearly a year just sent me an inbox on Facebook and said they are really sorry and I hope you don't hate me but I have found another hairdresser. She said its money she found somewhere cheaper but can we still keep in touch?!

I'm just gob smacked really.

It's disappointing as I work so hard to build my business up, it's so hard to get people in the door, I have had a salon nearly 3 years and people still don't know it's there despite the fact it is a modern salon everything is brand new inside and the decor is modern. I trained in the west end - my prices are not expensive compared to the other salons. My clientele is younger I never get older customers, but I have lost a handful of regulars to finding "cheaper salons" - however nobody has actually told me they found another salon on Facebook!

I just needed somewhere to vent - at the minute I am saving to get a house with my boyfriend, but when that just happened its like a bit of a kick down...

I have tried everything, new website, flyers, advertising on Facebook and Twitter. The thread regarding advertising on here by Lynne. Even though my takings have gone up more than a third in the last year - I am still struggling to build things up!

I have time on my hands as my overheads are low - and don't NEED to be earning loads but I would like a comfortable living and to be able to get my house which I am working towards.

I have a lot of regular clients who always come in but this has knocked my confidence now. This girl in particular was very friendly and asked if I would like to meet up before Christmas - to which I made an excuse to be honest so maybe this is why? Because I decided not to socialise with her other that being her hairdresser she has gone else where.

Just a little upset that I do sometimes lose customers even though I try my best to keep them.

Anyone else had this ???

 

[faerififi]

Ive had quite a few clients drop out on me in the past few months, not to see other stylists but to do their own hair :/ one was a full head bleach which i really relied on as that was at least £60 a month which is quite a lot seeing as i only do a small amount of hours, not to mention i brough this girl up from box dye black to beautiful silver and then she decides to do it herself. baaaaa so annoying. Some people are just flakey and some are cheapskates. Gotta target the market who have money and want it done properly i guess, and thats not enough people on my client list hah.

 

[AlexDavis]

I don't think not meeting up with her plays a part in this. I try to keep the attitude of "for every client that goes else where another new one will come my way". It's swings and roundabouts!
I'm by no means doubting your efforts but have you tried advertising in the local newspaper? Iv been struggling to get people to interact with my facebook page lately but still seem to be getting new clients from it, confusing! Tomorrow's a new day, go get them new clients x

 

[AlexDavis]

Ive had quite a few clients drop out on me in the past few months, not to see other stylists but to do their own hair :/ one was a full head bleach which i really relied on as that was at least £60 a month which is quite a lot seeing as i only do a small amount of hours, not to mention i brough this girl up from box dye black to beautiful silver and then she decides to do it herself. baaaaa so annoying. Some people are just flakey and some are cheapskates. Gotta target the market who have money and want it done properly i guess, and thats not enough people on my client list hah.

Iv had this and people spreading their appointments out by another week or so x

 

[facelashbrow]

It is frustrating but you need to get your business head on and not get upset. If you can get her back soon then great but if she doesnt have the budget For your services then focus on the clients that do. There are tactics for retaining clients and also getting back lost ones but there is also a natural wastage rate.

I LOVE my regular stylist but my orsonal circumstances have changed and I can no longer afford her. I'd be upset and a little irritated if she was upset by it-she is brilliant but I cant afford her now. I dont think she should drop her prices and when things change for me I will go back to her. My hair looks no where near as good!

Its not that "I'm looking for a bargain" its that our household income has cut by more than 50% so my hair has to feel the pain!

Sent from my GT-I9505 using SalonGeek mobile app

 

[Hair1986]

I don't think not meeting up with her plays a part in this. I try to keep the attitude of "for every client that goes else where another new one will come my way". It's swings and roundabouts!
I'm by no means doubting your efforts but have you tried advertising in the local newspaper? Iv been struggling to get people to interact with my facebook page lately but still seem to be getting new clients from it, confusing! Tomorrow's a new day, go get them new clients x

I haven't tried the local paper, but I have had a quote they have quoted such a big amount for me I don't know if it would be worth it - but I don't know until I try so I will give this some thought, thanks.

I have been getting walk ins, say if I only get 2 walk ins a week I can earn an extra £70+ from this... I used to be by appointment only but now I stay longer hours to catch walk ins. Do you guys get a lot of regulars from walk ins?? Just gets so disheartening sometimes, when you have a quiet month and then someone says that! And I have noticed a few other people haven't been in so they have also found somewhere cheaper. It seems so many people want a bargain now!

 

[pinksmurff]

Don't be upset clients always come and go for a variety of reasons. We loose 10% of our good clientele a year due to different factors. They may be bored, move out the area, money, illness etc. I've had clients who have disappeared for months then came back. To be honest I've done it myself with nail and beauty places, it's not them or the salon just sometimes I pop in else where or fancy trying another place. Don't take it personal remember that at the end of the day you are a business. We do get to know our clients on a personal basis but there still has to be a line where you are still professional. I think you done the right thing not meeting at christmas. For the building on new clients have you tried refer a friend offers? £5 off each? or even just telling your clients your trying To build up more clients you might be shocked at the help they give you. What about re-branding yourself? Hope this makes you feel a bit better.

 

[Hair1986]

Don't be upset clients always come and go for a variety of reasons. We loose 10% of our good clientele a year due to different factors. They may be bored, move out the area, money, illness etc. I've had clients who have disappeared for months then came back. To be honest I've done it myself with nail and beauty places, it's not them or the salon just sometimes I pop in else where or fancy trying another place. Don't take it personal remember that at the end of the day you are a business. We do get to know our clients on a personal basis but there still has to be a line where you are still professional. I think you done the right thing not meeting at christmas. For the building on new clients have you tried refer a friend offers? £5 off each? or even just telling your clients your trying To build up more clients you might be shocked at the help they give you. What about re-branding yourself? Hope this makes you feel a bit better.

Really I didn't know about the 10%. I think I will get some refer a friend vouchers printed - thanks for the tip I will get on with that tomorrow! It's just so hard you feel like once you have the regulars you just want to build on them not loose them. Around £580 a year this girl spends - but as you said... There are others out there that will come instead. I have had loads of cancellations lately due to people being ill or losing their jobs too!

 

[ch-ela]

The way I see it is that she cares enough about you that she let you know (albeit through Facebook) why she has tried elsewhere. Maybe she didn't want to speak to you about it face to face, might be embarrassed talking about her finances with you. She didn't need to tell you, she could have just let you find out by other means so I would see this as a positive.

If you value her custom, you could approach her and offer her a discount either for a few treatments to tide her over for a period where she is struggling, or a more permanent discount in exchange for some advertising or something. Invite her in for a discounted service when you are trialling a new product, method.

It's up to you. You know your business better than I do, there might be a way of getting her back if that is what you want. Worth thinking about.

 

[Pinkbunny28]

My initial thought was that perhaps you could offer her a discount if she brings in 3-5 of her friends? you can only try. she obviously thinks highly of you to let you know x

 

[Hair1986]

The way I see it is that she cares enough about you that she let you know (albeit through Facebook) why she has tried elsewhere. Maybe she didn't want to speak to you about it face to face, might be embarrassed talking about her finances with you. She didn't need to tell you, she could have just let you find out by other means so I would see this as a positive.

If you value her custom, you could approach her and offer her a discount either for a few treatments to tide her over for a period where she is struggling, or a more permanent discount in exchange for some advertising or something. Invite her in for a discounted service when you are trialling a new product, method.

It's up to you. You know your business better than I do, there might be a way of getting her back if that is what you want. Worth thinking about.

This is true I could offer her a discount - however I always discounted her treatments anyway. Where do I draw the line? My rent, rates, electricity company never offer me a discount. I spent years to get the experience in top salons and spent my own money on my training at l'oreal - I think for the service they get my prices are very reasonable. I have answered her messages regarding what she wanted done with her hair and giving her ideas at 10pm at night before on a Saturday! For me personally when I give people the best possible service and I am as friendly and helpful as I am - and she has already gone else where and told me.. Don't think I want to offer her more money off.

 

[Hair1986]

It's crazy though - even though on Saturday I had 3 clients come back who have been in before but not recently, just hadn't had their hair done in ages - I still focus on the one who has said they went somewhere else! So every week people come back time after time but I think about the people I haven't seen in 6 months - even though only a handful! But I guess I am so passionate about my business it's my livelihood and I need to build it up for my future. Even though i take it personally if someone hasn't come back - I definitely know I don't want to give them a discount... Even though this has played on my mind! She said she didn't want me to de friend her and wants to keep in touch but won't be coming back to my salon..... Hmmmm!

 

[satchel]

Is she a blunt sort of person? Perhaps she wanted to let you know up front and be totally transparent and honest. I would be bothered as well. At first it smacks of rudeness.

But in case this new salon doesn't work out, maybe she's being so up front so it's like "If this doesn't work out, I may be back!"

I personally find Instagram and hashtags in salon so much better than Twitter. On Instagram, people LOVE to see pretty pictures. Especially of hair. Take advantage of that. Also I agree with adverts in local papers. Also targeting local people via Facebook ads.

 

[ColourGirly]

This is why one in the most important things is to create a look the client cannot to at home! And also give them the experience they can't get elsewhere!

We do most of our in salon training based around these two points.

It's encouraged not to do a root app or fully head tint in dark brown for example , basically because that could be done for £5 at home.

We have also incoperated LOTS of touches in a service which hopefully if a client did try elsewhere they would come back to our salon because of the little bits of detail.

Don't look at what discounts you are offering/ look at what a client gets when they part with their money every 4-6weeks. Of course if a client can get the same or better service elsewhere they are going to.

I wouldnt ring and offer her money off that's a bit desperate looking. Just hopefully after a few goes of this stylist she will soon be back.

 

[rachwalton]

Hi I've been in hairdressing a long time now so I've seen and heard everything. I had a client a few years ago who I had done for over 20 years then her friend had a new hairdresser and she turned round and said I didn't understand her hair so she was going to her friends hairdresser. I just said ok if that's how you feel I was pretty upset but I always find you lose a client a new one always comes along. The funny thing is I have recently seen my old client and she told me her hairdresser has moved away and she doesn't know what to do I just smiled and said well theres plenty to choose from.!!! At the end of the day it happens and a lot of people like a change but they only need a cheap crap haircut and they come back. So chin up and do a bit of advertising you will soon have what you need.x

 

[Hair1986]

Hi I've been in hairdressing a long time now so I've seen and heard everything. I had a client a few years ago who I had done for over 20 years then her friend had a new hairdresser and she turned round and said I didn't understand her hair so she was going to her friends hairdresser. I just said ok if that's how you feel I was pretty upset but I always find you lose a client a new one always comes along. The funny thing is I have recently seen my old client and she told me her hairdresser has moved away and she doesn't know what to do I just smiled and said well theres plenty to choose from.!!! At the end of the day it happens and a lot of people like a change but they only need a cheap crap haircut and they come back. So chin up and do a bit of advertising you will soon have what you need.x

Thank you i really appreciate this comment it was just what i needed to hear!

 

[Hair1986]

This is why one in the most important things is to create a look the client cannot to at home! And also give them the experience they can't get elsewhere!

We do most of our in salon training based around these two points.

It's encouraged not to do a root app or fully head tint in dark brown for example , basically because that could be done for £5 at home.

We have also incoperated LOTS of touches in a service which hopefully if a client did try elsewhere they would come back to our salon because of the little bits of detail.

Don't look at what discounts you are offering/ look at what a client gets when they part with their money every 4-6weeks. Of course if a client can get the same or better service elsewhere they are going to.

I wouldnt ring and offer her money off that's a bit desperate looking. Just hopefully after a few goes of this stylist she will soon be back.

So with this method you dont lose ANY clients? Would love to knowwhat the different touches are in that case?

 

[pinksmurff]

This is why one in the most important things is to create a look the client cannot to at home! And also give them the experience they can't get elsewhere!

We do most of our in salon training based around these two points.

It's encouraged not to do a root app or fully head tint in dark brown for example , basically because that could be done for £5 at home.

We have also incoperated LOTS of touches in a service which hopefully if a client did try elsewhere they would come back to our salon because of the little bits of detail.

Don't look at what discounts you are offering/ look at what a client gets when they part with their money every 4-6weeks. Of course if a client can get the same or better service elsewhere they are going to.

I wouldnt ring and offer her money off that's a bit desperate looking. Just hopefully after a few goes of this stylist she will soon be back.

Yes totally agree here, think sometimes you need to think why should a client come into your salon, or pick you as a stylist over somebody else? Then work on service. You could offer for existing clients who re-book every 6weeks like 10-20% off colour or total bill? Depending on what offers you do already. Personally I don't do any offers, I believe once I start playing that game my clients may start holding out for the offers or grudge paying full price if a offer pops up the week later. Also too many offers can cheapen your brand! I also think when applying colour or cutting you should be educating the client then they may value your expertise a bit more and it may put them off thinking they can just put a root tint on themselves. Out of interest have you ever read "The Fantastic Hairdresser" by Alan Austin smith?

 

[Hair1986]

After sleeping on it - have realised I was silly to waste time thinking over this.

A client has sent me a message on Facebook saying they have found a new cheaper hair salon but can I not delete them on Facebook please?? -..... I am running a professional business - this is an immature message - I do not need to start questioning my customer service what so ever.

For anyone who said about the service etc. I worked in a 5* London salon which was voted top London salon when I worked there - it comes natural to me to to treat my clients exactly this way.

I do not offer discounts. And certainly do not want to offer her a discount to come back. You get what you pay for in life.

The saying "you can't please all the people all the time, you can only please some of the people some of the time" no matter what you do - nobody NEVER loses one single client in business, surely you are lying to yourself if you think you don't!?

But in this case, I think it's for the best. Gives me some space for someone not quite so rude!

I'm not saying she is rude because she is going somewhere else cheaper - it's the random rude Facebook message!

 

[Hair1986]

She also used to be very rude to me when she came in - she once said I look older than my age - which I laughed off but seriously who says that? I wouldn't mind but I am 27 and still get asked for ID.

She also see me out shopping with my boyfriend once - and said when she came in to the salon I didn't think he would look like that he is good looking. Haha!!!! Ok???

So all in all - glad I'm rid of her. I love my business and I want the customers but now it's gone too far. I'm not a mean person and would never dream of being as insulting as she has to me. She is either 2 sandwiches short of a picnic (which I think she is) or just a nasty person. She is welcome to use a cheaper salon but why message me? Only seems she wants to insult me all the time. Good riddance! No more wasted energy/thoughts.