when is it acceptable to tell a bride 'no'

[makeupartistzoe]

Hello Forum,

I read an email two hours ago and I'm still very stressed...this is going to be a long one so I'll start from the top...

...hi, I'm Zoe, I'm 24 and I've got a salon I've had for nearly a year. I've been working in other peoples salons since completing lots of training almost 5 years ago (my training was 3 years all in all and since then I've very much specialised in makeup and now my kit is insured for a hefty sum.)

My salon is small but sweet, and there are 7 other self employed stylists, beauty therapists and nail techs that all work there as a good team. www.sodasalons.co.uk I'm open 5 long days a week but put in graft that actually last month I actually have now been able to start taking 2 days off in a week since I started my training (as it costs to build up kit and own a salon.) I meet a bride in Feb at a wedding fayre (which I havent had to pay £150 for as I worked on 8 models for the wedding fashion show for free-like an exchange.) The bride takes my card, this clearly displaying my prices for night out makeup, makeup lessons and bridal makeup. She comes into the salon a week later to discuss booking her makeup with me and hair with one hairdresser.

She explains she will have 3 outfit changes, and will need us for 3 hair and makeup changes and we explain to her thats okay but we will have to be on site the whole day. I'm a complete sucker so started to adapt my clear bridal makeup package to fit her wedding. I let her have two makeup trials for the price of two 30 min might out makeup prices, both appointments of which over ran as you cannot bespoke two wedding makeup looks to perfection in this time. Anyhow myself and the hairdresser sent by email a quote for 3 hair looks, 3 makeup looks and a call out fee of £20 each per hour as we are taking a day out of the salon on a saturday. Immediately this prompted an email response of 'i know my wedding is different but i cannot afford that' to which we replied 'well have less looks with us, less time out of the salon or come to us'

Some chasing through emails and lots of 'oh im really busy with work' responses came to final choice of hair being two looks and 6 hours out of the salon and one extra hair for somebody else. And the makeup with me came to one look but requesting I start at 7.45 am and hang after the look until 11am for touch ups. So thats 15 mins off 3 hours call out fee right? I quoted £60 for those 3 hours. Email back just now suggests she doesn't understand why the call out fee starts from 8am as we don't open until 9 so I wouldn't have turned away any business...

...I'm livid. I've emailed 9 other makeup artists i know personally in the area to see if they can beat my quote, and then I want to pass it over to them. I've been silly not chasing hard and being firm with my prices and now the wedding is 20 days away. I think it would be acceptable of me to say 'I'm retracting my offer as you must have seen another makeup artist of the same or similar standard offering a very competative offer and I cannot match this.' As I think she is taking the absolute mick and I don't want to keep hush hush and sell myself short. Esp if i can get a few quotes off other muas...

...love to hear your thoughts...thank-you x

 

[J.Victoria]

I think you have been very reasonable and accomodating to her requests. If anything I think your price is really good value for money for 3 hours on a Saturday. I would have snapped your hand off it you had offered me that price! I don't know what she's expecting to pay..probably pennies lol. I would stay firm with my price, don't go any lower, and if she decides it's not for her I'd like to see her try to find a make up artist for 20 days time and on a Saturday in August!!

 

[Fabtans]

I quite happily paid £95 for one hours time for my make up artist on my wedding morning, after paying £35 for a trial at her home. YOu are very reasonable indeed, you dont need business like that, she will only mess you about or let you down or worst still not pay making every excuse going.

 

[makeupartistzoe]

thanks for the reply...ive made it look too reasonable! It's £130 total. I think I'm fair for the service I provide. If she was a 'normal' bride i would charge £160 all in, an hour and a half for the trial at mine then an hour (generous chillaxed) hour on the day, at her location.

Instead shes had two £26 trials, her choice as she wanted one for a day look and one for the evening look, I would normally do a trial in one. And she getting the perfect look she wants and moaning about the 3 hours charge she asked me for! No body else has ever questioned my prices, they are all on my salon website and my website www.zoenichols.co.uk I don't hide behind 'on quotation' as I have met other muas that have admitted to me they just pick a number between 1 and 9 and add two 0's to it depending on what they feel like quoting, with the attitude - 'if they say no i get a day off!' Don't get me wrong I want the £ but I maybe should just tell her, it's a call out fee from so early as I'm sleeping? I do so much to promote my salon, clean it, work all hours, pay maintence for the hole in the roof thats not my fault and im experienced and well trained using good products...

...im so hacked off ive eaten an entire packet of bourbons!

 

[Katelisa]

You give an Inch, they want a mile.

By lowering your price to her request in the first instance, you've suggested to her that she can a) haggle you and b)you are desperate for her business.

I'd say either " £xx is the best price I can offer you, please confirm or decline within 24 hours" or just decline service from her. Depends if you actually want to do it or not. They would have to be a real nightmare for me to decline them though.

But let it be a lesson, you kinda made a rod for your own back by lowerig your price in the first place.

 

[muddi]

Explain that your salon maybe doesn't open till 9am but your going to be with her from 7.45am - the price is what the price is.. She either wants to accept it or she may find another make-up and hair stylist if she likes... leave the ball in her court..

If she tries to barter you down again or questions your prices just say something like - Im sorry you are not happy with my prices, would you like me to recommend you to someone else?

Stick to your guns - you have been very reasonable and if she cannot see that then tough! Just walk away if you have to - like you say you may lose out on ££ but you will get a day off and have no stress/hassle!!

 

[hairstudent]

Hi,

I would def not lower your prices hun, like a previous poster has said, also by lowering your prices you are de-valuing your work. Recently someone said that my price was "out of budget" so i explained that after products, consumables, pl insurance, fuel etc....I keep my prices as affordable as I can and that I am unable to lower them, the lady still booked at the original price! I would get her to confirm within 24hrs you could always say you have had someone else asking for an appointment on that day so you need to know. Do you not take a deposit at the trial? I always take half the money at the trial and explain this is non refundable and secures the wedding date.

Good luck and put your foot down on this one xx

 

[persianista]

I would say:

The total price quoted for the services you require is £xxx. Please confirm or decline this booking by close of business today.


If she doesn't reply/ haggles/ umms and ahs ;

Thankyou for your interest in our company. We are sorry that we are not able to provide the amount of services you require within your budget. We would like to take this opportunity to wish you every happiness on your wedding day.


Then walk away. Punters should not be telling you what you should be earning.

 

[eskimonailtech]

So does she think that if she got married at 3 am, and you were there between 2 and 6 am, it should be totally free as you wouldnt be in the salon? What an absolute load of crap she is spewing.

Any bride who wants 3 seperate hair and makeup looks is an idiot to begin with. It's not a Britney Spears concert. It's a wedding. Give me a break.

She needs a good smack upside the head.

 

[Gemster]

Any bride who wants 3 seperate hair and makeup looks is an idiot to begin with. It's not a Britney Spears concert. It's a wedding. Give me a break.

She needs a good smack upside the head.

Lol exactly what I was thinking!

 

[hairstudent]

Haha well said x

 

[eskimonailtech]

So does she think that if she got married at 3 am, and you were there between 2 and 6 am, it should be totally free as you wouldnt be in the salon?

just wanted to reitterate this point.

your time is worth money, whether it's 2 o'clock, 7:30 am or forty o'clock. doesn't matter.

 

[Katelisa]

So does she think that if she got married at 3 am, and you were there between 2 and 6 am, it should be totally free as you wouldnt be in the salon? What an absolute load of crap she is spewing.

Any bride who wants 3 seperate hair and makeup looks is an idiot to begin with. It's not a Britney Spears concert. It's a wedding. Give me a break.

She needs a good smack upside the head.

Hahaha!!!

 

[Emily S]

You're working Out Of Hours, which the majority of people would charge MORE for, not less.. the woman has got a cheek, I wouldn't even want to do it now.

 

[mixnmatch1]

So does she think that if she got married at 3 am, and you were there between 2 and 6 am, it should be totally free as you wouldnt be in the salon? What an absolute load of crap she is spewing.

Any bride who wants 3 seperate hair and makeup looks is an idiot to begin with. It's not a Britney Spears concert. It's a wedding. Give me a break.

She needs a good smack upside the head.

hahahaha i totally agree,she is getting a fab offer i would say to her its £~~~ and if thats to much for her you will recommend her to someone else.
personally it would be really getting on my nerves if it was me,good luck

 

[Martigirl]

I would say:

The total price quoted for the services you require is £xxx. Please confirm or decline this booking by close of business today.


If she doesn't reply/ haggles/ umms and ahs ;

Thankyou for your interest in our company. We are sorry that we are not able to provide the amount of services you require within your budget. We would like to take this opportunity to wish you every happiness on your wedding day.


Then walk away. Punters should not be telling you what you should be earning.

PERFECT ANSWER!



As an aside if it was me personally I would decline her and probably would have a long time ago. I just don't need the stress and no amount of money is worth that, regardless of how good a job you do she will very likely have something negative to say about your services xxxx

Good luck with it all.

 

[BotoxBoy]

I would say:

The total price quoted for the services you require is £xxx. Please confirm or decline this booking by close of business today.


If she doesn't reply/ haggles/ umms and ahs ;

Thankyou for your interest in our company. We are sorry that we are not able to provide the amount of services you require within your budget. We would like to take this opportunity to wish you every happiness on your wedding day.


Then walk away. Punters should not be telling you what you should be earning.

Fab answer!!! I'd definitely give thus a go! It gives her NO opportunity to take the Mick!

Go for it x

 

[elliebee]

Totally agree with Persianista's response.

If anything, you may find this will make her respect and value you even more.

I personally think your prices are extremely reasonable. You've set your price. Let her take it or leave it.

The reply from Persianista will have it resolved one way or the other within a day and you can stop stressing about the cheeky mare!

 

[Mrs RSM]

Any bride who wants 3 seperate hair and makeup looks is an idiot to begin with. It's not a Britney Spears concert. It's a wedding. Give me a break.

She needs a good smack upside the head.

That has really made me laugh!

I think your price is great, she sounds like a nightmare. If she wants it but cant afford it then it's tough luck

 

[Alex-Lydia]

I agree with persianista, but would add make sure you get full payment in advance...just incase...