Vacation/Holidays... how do your clients react?

[VHunter]

When I first started out, I was a carpet..
Letting people walk all over me, and bending over backwards to do whatever they wanted.

In the last couple of years, I have set a firm schedule and I stick to it.
I am now available 44hrs a week. My attitude is that if you can't find something in those 44hrs... sorry, look next week.

On the 'rare' occasion, if it's for one of my SUPER GREAT regular clients, and they're in a fix (ex: busted a nail and going to a wedding?) I will turn myself inside out to sort it out for them.

But for the most part, I stick to my schedule.

I first noticed issues when I took 2weeks off for MY Wedding. It STUNNED me how many could NOT understand I needed those two weeks and how irritable they were.

I stopped working Xmas Eve & New Year's Eve.

This year for December, I have added hours on Mondays day & night (that I'm usually closed) and Tuesday evenings (that I'm usually closed) to make up for hours I'm taking off for Xmas.
I am taking off a total of 6 days. 4 Days at Xmas and 2 days at New Years.

And yet... people are still snippy about it. Most are great and telling me to enjoy it. But some.... hmmmm :irked:

What is your usual way of doing things during the holidays & summer vacation.
How do you deal with snippy clients?
Do you have many that complain?

How much vacation do you take per year?

 

[Sharkster]

Victoria, I love the way you articulate!

I too was a 'carpet' but I now have business hours (48 hours per week, I didn't realise how many until I just added them up!!)

As you say, if clients can't get to me in that amount of time per week then tough but I also do go the extra mile where necessary.

Thankfully I have not had any clients get snippy (I love that word!) about it yet but I think that those kind of people can never be pleased no matter what you do. As long as you are polite and offer excellent customer service then you have done your best to please.

As for holiday, I take around 4 weeks per year and I close over bank holiday weekends. I write to all my clients well in advance to let them know when I will be away so they are aware that they need to book in before I go.

 

[shedunlop]

My clients used to behave like it was the end of the world when I had any time off even for my wedding in Vegas. I tell myself this is because they love me and my work so much that they couldn't live without me!! Ha ah ha ha!!!

In reality I just got tough and offered them what I had, take it or leave it approach really. I do bend over backwards sometimes for deserving clients who have special occasions or disaster happen but not for everyone. I learned really early on the more you offer the more is expected of you, and not necessarily in a nasty way, it's just the way people are.

Any snippy ones just get ignored while I wait for their decision, it's as simple as that really!

 

[An*Gel]

Funny Thread Victoria :lol:

My clients can be a bit like that too and I usually take 3 weeks off in the year.

2 weeks in the Summer and 1 week for Christmas.

They used to look shocked when I told them I'd be away, but I just schedule their appointments around my holidays, so it usually doesn't make a difference to them.

As for my Maternity leave..... some of them needed a councilling session they were so traumatised :lol:

 

[FlawlessBeauty]

I take whatever holiday i want to be honest. Usually 2-3 weeks per year.

I give my clients as much notice as i can and they just have to deal with it. If i didn't have a break i would burn out and begin to resent my job, whereas at the moment i love it.

I will adjust my hours before and after i go if they really need me to, but two weeks won't kill them.

I have also had the p*ss taken out of me a couple of times, where i've been on holiday, got off a plane after flying 10 hours and come straight to work to do a mani and pedi because a client was going away and they haven't turned up, or left a message 30 minutes before hand.

The good clients outway the irritating ones though.

If a client is being unreasonable, "nice" your way out of it. Be a sweetheart until they realise they are being a b*tch..they usually back down pretty quickly.
"I completely understand if you need an appointment an hour before i need to leave for my holiday, i'll book a babysitter and inform the children that they will just have to wait, after all they have to learn that my clients come first"

 

[VHunter]

Victoria, I love the way you articulate!


As for holiday, I take around 4 weeks per year and I close over bank holiday weekends. I write to all my clients well in advance to let them know when I will be away so they are aware that they need to book in before I go.

Thanks!
4 weeks? REALLY? wow... I think my clients would go into shock LOL I've never taken more than 2 total lol

My clients used to behave like it was the end of the world when I had any time off even for my wedding in Vegas. I tell myself this is because they love me and my work so much that they couldn't live without me!! Ha ah ha ha!!!

Ohhh I think I'll start telling myself that too LOL

Funny Thread Victoria :lol:

As for my Maternity leave..... some of them needed a councilling session they were so traumatised :lol:

Yeah, that seemed to be the case when I got married lol

The good clients outway the irritating ones though.

If a client is being unreasonable, "nice" your way out of it. Be a sweetheart until they realise they are being a b*tch..they usually back down pretty quickly.

Yes, the good ones do outweigh the ones that are a PITA (Pain In The A**).
Yes, I've been killing those PITA's with kindness too.
I just don't get some people.
One time I 'fired' a client because she simply couldn't accept that I'd gotten sick from a worse-than-usual migraine and I was busy talking to Ralph on the big white telephone (as in, dizzy from pain and throwing up as a result). She was a prize

As a rule, most are absolute gems. I have several that will NEVER call me during off hours no matter what.
But it seems that several more want to be that 'exception' to the rule and come during your off-hours. It can be irritating and exhausting explaining over and over, and answering over and over that "no", it's not possible.
It's often the same ones....

Again this year, I'm hearing noise when they book (because my pc screen is visible to them) and "how about right there, on Xmas eve, you have no one else there"
Welll DUHHHH because I'm NOT working that night!:grr: Did you NOT get my newsletter and have no NOT heard me tell you several times???


I love them. Really I do. Even the pesky ones are rather entertaining.
I just find that sometimes... some of the demands and reactions to my 'time-off' gets tiresome.
I wondered if anyone else had difficulties and/or got frustrated too?

Thanks peeps!

 

[shedunlop]

Hey! I meant to say earlier. I am 53 now and once mentioned to 2 clients who had come together, mother and daughter that I might move to Canada when my husband goes in to semi retirement. I thought I was going to have to call the paramedics!

 

[nixnewcastle]

I often find clients asking for times outside my hours. I was at work tonight (saturday) until half 7 but if it's a good client i dont mind doing it. I just hate the ones that book in at times outside your salon hours and then dont turn up grrr

 

[alpina]

I'm having 5 days off at Christmas and another 5 at New Years. My regulars have been great, they've all pre-booked their treatments to make sure they don't miss out.

I find it's the semi-regular/special occasion only clients that cause trouble at this time of year. Me and Jade will both be working until late the whole week before Christmas this year but if you call at 3pm the day before Christmas for a full set, pedi, massage, etc, you are not likely to get an appointment for your party that night

I came back to work last year on 27 dec and found a screaming angry message on my machine from a woman who had been trying to call my salon and mobile phone for two days and nobody had answered She wasn't a client of mine and I didn't call back.

I did work last year on Christmas Eve in the morning though, it was for a very good client who works long crazy hours herself. Her daughter was visiting from Canada and she really wanted to bring her in for a treat, I couldn't say no to her. This year I'll be cooking all day Christmas Eve so I'm taking no clients at all.

 

[tigi]

I work 63 hours a week........... week in week out. I do it because I need to. I need to have the shop open and also do paperwork, ordering etc etc.

all of my clients (so far) have been fine about the salon being shut on certain days and certain times. But, then i dont give them a chance to complain. I see it quite simply, I am here day in , day out, the shop is open from early till late, and if they cant stretch themselves a little to get here, then they cant. but that is their choice.
I offer them whatever is available and if their schedule cant do it, thats their choice and right.

tigi

 

[Sharkster]

4 weeks is the MINIMUM holiday per year that I take. If I add on the Bank Holiday weekends and the Christmas break it could total around 6.

As I work for myself and have low overheads (my salon is at the bottom of my garden so no rent) I can afford to take this amount of time off and ultimately I'm not trying to work myself into an early grave.

I love my life and I love my career and I have no intention of retiring so when I'm still doing treatments in my 60's I think that having the extra holidays now will balance itself out.

None of my clients (or potential ones) complain that I'm not available if I'm away, but then I get my Sister to pick up my calls whilst I'm on holiday so perhaps she get's the flack & I don't know about it!!!!!!!

 

[zcook]

I am available 12 hours a day monday to friday and up to 8 hours on saturday sooooo 68 hours availability? less thursday mornings when I have a riding lesson so 65 hours?

I dont work the whole time so in total I would say i work 30 - 40 hours a week. I have two small children and only meant to work part time!

If I have holidays I just dont give clients the option to book on that day, over christmas to be honest my clients are happy to wait until 28th or after new year as I am away from 1st - 5th and have moved a couple of clients for that, I am sure when I go away on holiday with my family this year, my clients will be pleased I have had a break. All my clients have been ace, there are the one or two who can be awkward but if Im diplomatic then how can they refuse :green:

xx

 

[laura grant]

hello all,
well my mummy died on thursday and i had to move all my clients around
and would you bluddy believe it, i still had ladies saying, oh but i was really looking forward to going out at the weekend. and i really wanted my eyelashes done, but if there is anything i can do just let me know, hahahha.
YES THERE IS SOMETHING YOU CAN DO FOR ME
HAVE THEM DONE ANOTHER DAY, ooooooooo
sorry but i had to let off steam.
great topic
crap week
xx

 

[dee]

omg hun i wasnt fit to do anything after my mum died , and if any clients had have said anything they would have feel the brunt of it
i am so sorry for you loss :hug:xxxxx

 

[jarvis0808]

I once heard a nail tech charging more percentage for outside normal hours of work!!!
:idea:
well if you work overtime you get paid am i right or are we too soft???

 

[nixnewcastle]

hello all,
well my mummy died on thursday and i had to move all my clients around
and would you bluddy believe it, i still had ladies saying, oh but i was really looking forward to going out at the weekend. and i really wanted my eyelashes done, but if there is anything i can do just let me know, hahahha.
YES THERE IS SOMETHING YOU CAN DO FOR ME
HAVE THEM DONE ANOTHER DAY, ooooooooo
sorry but i had to let off steam.
great topic
crap week
xx

More than a crap week hun. This is the worst one ever!!! Im so so sorry for your loss and cant even begin to imagine what you must be going through right now and just before xmas as well. Really hope your doing as ok as you can be right now and cant believe your clients weren't as understanding as they should be. If you ever want to talk and let off some stem just pm me hun

 

[spn01]

I am really very fortunate, I do not have any "snippy" clients:green:

If I am planning a break or a holiday I book out my diary well in advanced, so that when I rebook my clients (usually they book 3 - 4 appointments ahead), it does not become a shock to them. I have not had any problems and I always go the extra mile before I go on break so that everyones nails are beautiful.

If on the odd occasion I have had to take urgent leave, I ring each client personally and advise them and reschedule to a time that suits (even if it is outside my normal working hours - after all it is me who wants to change their appointment) Again I have not had any problems.

I figure relationship building with my clients is the most important, if something comes up for them I go the extra mile and visa versa, sometimes we keep score just for a laugh. I appreciate my clients very much and let them know so, and in turn their loyalty and understanding is the expression of their appreciation.

I am touching plenty of wood now :lol: now that I have written this I do not want to jinkes myself :lol: and if I do come across that "snippy" client my challenge will be to turn her around, otherwise I will just have to accept that I can not please all the people all of the time.

We all work hard and need a break, I would not wish it upon anyone to work without a break (my husband thinks differently - he thinks I have him working 365 days per year, not just at work, but around the house, running errands for me- yeh right!!!!!, he just forgets to put in his annual leave form with his wife lol!!!!:lol:, if he did of course I would grant leave:green I am just not letting him know that the leave form exists.:hug:

 

[VHunter]

hello all,
well my mummy died on thursday and i had to move all my clients around
and would you bluddy believe it, i still had ladies saying, oh but i was really looking forward to going out at the weekend. and i really wanted my eyelashes done, but if there is anything i can do just let me know, hahahha.
YES THERE IS SOMETHING YOU CAN DO FOR ME
HAVE THEM DONE ANOTHER DAY, ooooooooo
sorry but i had to let off steam.
great topic
crap week
xx

My most heartfelt condolences:hug: As for those that had no consideration...... next time they're in a fix, I likely wouldn't go the extra mile. But that's just me.

I once heard a nail tech charging more percentage for outside normal hours of work!!!
:idea:
well if you work overtime you get paid am i right or are we too soft???

NOW THAT is a grand idea!!! I think I might do that. The next time someone wants me to work outside my normal hours, I'll say "sure, but it's xyz$$ extra"
BRILLIANT
Now, what would be funnier is to see how many actually would pay it?
:lol:

 

[laura grant]

thankyou all for being so kind, i have to say its not the best job to do (eyelash extensions) coz you have to be so focused and its bad enough trying to find an eyelash normally let alone whist welling up its really really really blurry and hazey haha.
great idea :grr:to charge a little extra on sundays
i love these little icons they are fun