Was I right to say no?

[Mich77]

Afternnon all,

Have something that's been playing on my mind, and I'm not sure what I should have done, maybe you guys could just give me your opinion!

Last night I went and did a regular nail client, who I've been going to for about 6 months. After I had done her treatment, she asked me if I would do her mum a manicure for her birthday, I said of course I would, but she then told me her mum lives about 8 miles away in an area that I do not cover, so I said unfortunately I wouldn't be able to do it, unless her mum came to her house.
She said no and told me not to worry about - she's thinking of doing nails herself anyway, and so she'd practice on her mum and do them for her instead.
The thing is, I now feel a little bit guilty, as she is a valued client, but I do feel I have to draw the line somewhere when it comes to the areas I cover, otherwise I'd be going here, there and everywhere!
I don't like turning business away of course, but I think that I should stick to my own rules!
So, was I right to say no? What would you have done?

Thanks in advance for your opinions geeks!!

 

[geeg]

Afternnon all,

Have something that's been playing on my mind, and I'm not sure what I should have done, maybe you guys could just give me your opinion!

Last night I went and did a regular nail client, who I've been going to for about 6 months. After I had done her treatment, she asked me if I would do her mum a manicure for her birthday, I said of course I would, but she then told me her mum lives about 8 miles away in an area that I do not cover, so I said unfortunately I wouldn't be able to do it, unless her mum came to her house.
She said no and told me not to worry about - she's thinking of doing nails herself anyway, and so she'd practice on her mum and do them for her instead.
The thing is, I now feel a little bit guilty, as she is a valued client, but I do feel I have to draw the line somewhere when it comes to the areas I cover, otherwise I'd be going here, there and everywhere!
I don't like turning business away of course, but I think that I should stick to my own rules!
So, was I right to say no? What would you have done?

Thanks in advance for your opinions geeks!!

I think an 8 mile radius is a bit small and if it were me I would widen it. I wouldn't turn away business within reason and especially if I have been asked by a client. 8 miles is what a 10-15 minute journey?

 

[del3]

I would widen the 8mile radius unless you can afford to stay close to home.
When I used to do mobile hairdressing I had certain days for certain areas so that I would not be running back and forth from town to town.
I coverd a 60 mile radius in turn throughout the week
hth
:hug:

 

[Urban Geek]

You could also charge more if the area is outside your normal radius.

 

[Seraphine]

I would have done it. 8 miles is no big deal, and the client is obviously happy with your work or she wouldn't have asked.

I have my main areas of service, but I have a few little "pockets" that are a bit further than I regularly travel - some of these side visits have been very lucrative and have usually stemmed from a recommendation from an existing client. This client asked for a one-time service as a birthday present, but if you did it you might find that her mom recommends you to others and you'll have a new group of clients. You can easily group them together so you aren't going back and forth too often (say, visit that area one day every 2 weeks, and just book them all on that same day).

It's going this extra mile that makes you popular and well-recommended. I get a real kick out of it when someone from miles away wants me to do a service for them. Usually they are willing to work with me about scheduling, but it's nice to be wanted! The clients that I DON'T want are the ones who cancel at the last minute, who wreck their nails and then blame me, and the ones who talk about how they can get cheaper nails done at the local NSS, but I'm willing to drive an extra few miles for the clients I do want.

I'd call the client back and offer to do her mother's birthday after all. But that's me

 

[Rivone]

Its entirely up to you, if you can afford to knock the work back then don't worry about it. If you could do with more work then I too would widen the radius - it really isn't that much further and like another geek said you could do further areas on certain days.

Otherwise if you are adament that you don't want to travel that far - its your business and you can say wht you like - don't let these clients dictate what you should and shouldn't be doing.

hth

 

[Mich77]

I would widen the 8mile radius unless you can afford to stay close to home.
When I used to do mobile hairdressing I had certain days for certain areas so that I would not be running back and forth from town to town.
I coverd a 60 mile radius in turn throughout the week
hth
:hug:

Well funny you should say that del, because I have had my business for about 4 and a half years now, and I started out going absolutely every where, and like you, did different areas on different days. But before long, I was finding I was on the road more than I was working, and some days just weren't convenient for some clients etc, and so I found I was all over the place!
So, after about 2 years of running ragged, and putting half of my weekly earnings in my car, I decided to cut down my areas to within a 10 mile radius of where I live. This seems to have worked out fine for me so far, and yes of course I still get the odd phone call asking me if I cover so & so area, but I always politely explain that I don't cover their area as I feel I need to draw the line somewhere!
But my clients' mum lives 8 miles outside of that perimeter - sorry Geeg I should have explained that better - and I kind of feel that if I do it for one person I should do it for everyone!
I feel so torn!!

 

[Lemmonie]

I would have offered to do it but maybe add a couple of quid on for the petol and say something alon gthe lines of "I dont normally cover that are but as you are a regular and it's your mum im happy to do it if you want to just cover the extra fuel cost?"

 

[geeg]

Its entirely up to you, if you can afford to knock the work back then don't worry about it. If you could do with more work then I too would widen the radius - it really isn't that much further and like another geek said you could do further areas on certain days.

Otherwise if you are adament that you don't want to travel that far - its your business and you can say wht you like - don't let these clients dictate what you should and shouldn't be doing.

hth

Sorry I don't understand. What kind of an attitude is that for a business person??

I was in business so that my clients could dictate to me what I could and couldn't do!!

I swear I don't know what some people are thinking these days. Is business so easy to come by that one can afford to turn people away simply because they have made a request that is asking one to go out of their way a bit?

Good luck is all I can say if this is the business approach being adopted. I can tell you who the survivors will be and the ones making real money and it will be the ones who have a vocational attitude towards their clients and who value their custom and who go the extra mile for them.

I would have offered to do it but maybe add a couple of quid on for the petol and say something alon gthe lines of "I dont normally cover that are but as you are a regular and it's your mum im happy to do it if you want to just cover the extra fuel cost?"

This would have been the perfect solution. Good girl. You'll know for next time. If it was costing you more than of course you would have to charge more. The client can then make her choice.

 

[Mich77]

I would have done it. 8 miles is no big deal, and the client is obviously happy with your work or she wouldn't have asked.

I have my main areas of service, but I have a few little "pockets" that are a bit further than I regularly travel - some of these side visits have been very lucrative and have usually stemmed from a recommendation from an existing client. This client asked for a one-time service as a birthday present, but if you did it you might find that her mom recommends you to others and you'll have a new group of clients. You can easily group them together so you aren't going back and forth too often (say, visit that area one day every 2 weeks, and just book them all on that same day).

It's going this extra mile that makes you popular and well-recommended. I get a real kick out of it when someone from miles away wants me to do a service for them. Usually they are willing to work with me about scheduling, but it's nice to be wanted! The clients that I DON'T want are the ones who cancel at the last minute, who wreck their nails and then blame me, and the ones who talk about how they can get cheaper nails done at the local NSS, but I'm willing to drive an extra few miles for the clients I do want.

I'd call the client back and offer to do her mother's birthday after all. But that's me

Yeah I think you may be right, I didn't think of it like that!
I will give it some thought!!

 

[del3]

Well funny you should say that del, because I have had my business for about 4 and a half years now, and I started out going absolutely every where, and like you, did different areas on different days. But before long, I was finding I was on the road more than I was working, and some days just weren't convenient for some clients etc, and so I found I was all over the place!
So, after about 2 years of running ragged, and putting half of my weekly earnings in my car, I decided to cut down my areas to within a 10 mile radius of where I live. This seems to have worked out fine for me so far, and yes of course I still get the odd phone call asking me if I cover so & so area, but I always politely explain that I don't cover their area as I feel I need to draw the line somewhere!
But my clients' mum lives 8 miles outside of that perimeter - sorry Geeg I should have explained that better - and I kind of feel that if I do it for one person I should do it for everyone!
I feel so torn!!

Only you know how well your buisiness is doing (sounds fine to me:lol.
I think in this case I would have been inclined to say yes but explain that there was a charge for petrol ( pizza deliveries do it, if it's out side a certain radius) and then I would have explained that in future if the mum wanted an apppointment she would have to come to the daughters house..you never know you may have ended up with the 2 clients instead of 1 in the same house...just guessing :lol:
:hug:

 

[Mich77]

What kind of an attitude is that for a business person?? Are you in fact in business with nails or is is more of a hobby?

I was in business so that my clients could dictate to me what I could and couldn't do!!

I swear I don't know what some people are thinking these days. Is business so easy to come by that one can afford to turn people away simply because they have made a request that is asking one to go out of their way a bit?

Good luck is all I can say if this is the business approach being adopted. I can tell you who the survivors will be and the ones making real money and it will be the ones who have a vocational attitude towards their clients and who value their custom and who go the extra mile for them.



This would have been the perfect solution. Good girl. You'll know for next time. If it was costing you more than of course you would have to charge more. The client can then make her choice.

As always Geeg you are absolutely right!! I am going to ring her right now! :green:

 

[Rivone]

Sorry I don't understand. What kind of an attitude is that for a business person??

I was in business so that my clients could dictate to me what I could and couldn't do!!

I swear I don't know what some people are thinking these days. Is business so easy to come by that one can afford to turn people away simply because they have made a request that is asking one to go out of their way a bit?

Good luck is all I can say if this is the business approach being adopted. I can tell you who the survivors will be and the ones making real money and it will be the ones who have a vocational attitude towards their clients and who value their custom and who go the extra mile for them.



This would have been the perfect solution. Good girl. You'll know for next time. If it was costing you more than of course you would have to charge more. The client can then make her choice.

Sorry Geeg, I didn't mean to cause any offence. I personally would have done the client and terget market this clients area if this client became a regular thing as I think all business is valuable. But I know some people don't always think like that.

I've actually got a room within a gym as I have no love of travelling between clients houses - some people like being on the road - I hate it but I absolutely love being in the gym in my little studio. People come to me and I DO put myself out to make sure I can keep my clients happy or get a client in - I have two young children (one being 12 weeks old) and already I work more hours than I did before I had the kids but I work more evenings now so the kids are in bed but I get to spend my quality time with them through the day.

I admit I'm not perfect when it comes to business but I am young and still learning - I apologise for my so called attitude but I can only improve by constructive critism and not a slagging off!

 

[Anna Lee]

I apologise for my so called attitude but I can only improve by constructive critism and not a slagging off!

Believe me.

Gigi is not 'slagging' you. She is simply 'teaching' you.

Try and read her tone in a different way and then you will realise her words are made out of gold,
cos in the right mind and hands, this gold will turn into real money to go into your own pockets.

 

[Rivone]

Believe me.

Gigi is not 'slagging' you. She is simply 'teaching' you.

Try and read her tone in a different way and then you will realise her words are made out of gold,
cos in the right mind and hands, this gold will turn into real money to go into your own pockets.

I understand what you mean and to be honest I probably did read it in the wrong frame of mind, but I feel since starting my business 8 weeks ago I am busting my gut to 'put myself out' and do any and every clients request so my business works and if this means putting my family on the back burner slightly then I have to do it for the long term benefit of my business - I just don't seem to be able to put myself across these days without people 'seeming like' taking a pop at me and I feel I am nearly at breaking point - I think I'm in need of a holiday again but can't for the good of my business I so desperately want it to work - sorry!

 

[Lellipop]

I would have said yes you can always charge extra to cover petrol just explain this to the client

 

[Mich77]

Believe me.

Gigi is not 'slagging' you. She is simply 'teaching' you.

Try and read her tone in a different way and then you will realise her words are made out of gold,
cos in the right mind and hands, this gold will turn into real money to go into your own pockets.

Exactly right Flower, and believe me Rivone, what Gigi teaches us on here, she teaches us for FREE, and what she teaches is actually priceless.

 

[beautyathome]

i would of done it, 8 miles in not that far especially if one of my regular clients asked me, i cover 10 miles anything above that i do charge a 20p per mile charge unless its a treatment over £50 then no petrol charge, people are happy to pay it. Mine is a small town so a 10 mile radius is good, so basically i only charge petrol if it is out of town. Good luck but you should consider widening your radius to a little bit more then after then charge for petrol etc..

 

[geeg]

I understand what you mean and to be honest I probably did read it in the wrong frame of mind, but I feel since starting my business 8 weeks ago I am busting my gut to 'put myself out' and do any and every clients request so my business works and if this means putting my family on the back burner slightly then I have to do it for the long term benefit of my business - I just don't seem to be able to put myself across these days without people 'seeming like' taking a pop at me and I feel I am nearly at breaking point - I think I'm in need of a holiday again but can't for the good of my business I so desperately want it to work - sorry!

Claire ... I wasn't making it personal which is why I kept my comments general and used the word 'one' instead of YOU. When I do this, it is because I am addressing everyone and no one in particular.

I highlighted you post because it seemed to me to show the attitude that SO MANY have nowadays which is "the client can get stuffed" :lol:

Now it is quite obvious by your second post that this seems not to be your attitude at all and that you are in fact very obliging and are giving it your all; in that case you cannot fail to succeed. You have to admit your first post did not sound like that.

PS I never never slag people off ..it is not my style. I can be accused of being direct, shooting straight from the hip, I don't suffer fools and I do get browned off by stupidity (not ignorance) and lack of respect for what we do as professional nail technicians but slag people off? Never. :hug:

 

[angelina221]

I'm not mobile and i don't do nails but i have my own salon and have to say that a little goes a long way.
I close at 6o'clock 3 days a week but have been known to still be there at 10.30.
You go that extra little bit for a client and that client is extremely grateful and not only that, they tell lots of people how much of a good service you offer.
I'm not saying you should do all hours and travel all miles but sometimes a little extra effort goes a long way and on this occassion i would have done it. Glad you had a re-think :hug: