How To Fire A Bad Salon Client
The phrase the customer is always right, unfortunately is not always the case. As a hairstylist, you will have more than likely came across a bad client in the past. When we state the word bad, we’re talking about those exact clients who carry a negative and rude attitude, are continuously late or do not show up to appointments at all!
So, how exactly do you go about firing these salon clients? Because let's face it, if it was your employee acting in such a manner, let’s be honest...you would have fired them by now.
Well, this is where we can help! Here at Hairdressing Supplies Lincoln, we’ve done all of the brainstorming for you, and below you can find a step-by-step guide regarding how to fire a bad salon client!
STEP 1:
First of all, do not fire your client over text! No matter how hard it is, always remain professional and try to speak to your client in person. Not only will this give you the opportunity to fully express how you feel, but it will also give you more of an understanding of the reasons on their behalf.
If speaking to your client face-to-face is just not possible, then at least put half an hour aside to have an in depth phone call with them.
STEP 2:
Whether you necessarily mean it or not, always express your gratitude for their custom. Just because they’ve been a bad client, does not mean that you have to sink down to their level. The first thing that you should do after approaching your client and telling them that you need to speak in private is thank them for their time, and show your appreciation for their custom.
STEP 3:
After you thank them for their custom, it’s time to drop the bombshell... there will not be another chance. This is now your time to gather your evidence and display it to your client, explaining that you have already given them numerous chances and there will not be another.
This is also not to be done in a petty way, remain professional and stand your ground. Make the client aware that you cannot personally meet their salon needs and they would be better off going to another salon or stylist.
STEP 4:
You’ve spoken to them, thanked them and explained why - now it’s time to apologise. This is the part where it gets tricky, as quite frankly you have done absolutely nothing wrong. You’re probably asking yourself right now: why do i have to apologise? Well, this is an optional step, however we always recommend just throwing in a small apology as it shows you really have tried everything and this is the last resort.
STEP 5:
This is now the perfect time to send them on their way, you’ve thanked them, explained all that you could and even apologised - now it’s time to let them go!
Okay, it may not be that simple, there is definitely a chance that they will become confrontational, upset and angry - or maybe a mixture of all three. If this is the case then you better move onto step number 6.
STEP 6:
First of all, remain calm and collected. If the client is shouting angrily at you, do not submit to their ways. Why not ask them to sit down and have a coffee with you, or if they are on the phone, ask them if they would like to meet in person to discuss this further.
There is absolutely no harm in sitting them down and explaining reasons once more why you are having to let them go. Why not ask them if the roles were reversed and you were treating them this way if they would like it. You have to let the client see it from your perspective, and they need to understand that you’re not picking on them, but their behaviour is harming your business.
STEP 7:
This is where it starts to feel like a break up! Once again, thank them, explain, apologise and send them on their way. As much as this may hurt them, remind them that there is another salon out there which is much better suited to them.
We hope that you have enjoyed this short blog and step-by-step guide, and we bet that you’re now the champion bad client firer. If you are looking for more content, why not give us a follow over on our Instagram, or like us on Facebook to keep up to date with all things Hairdressing Supplies Lincoln!
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