{"id":390,"date":"2018-04-26T20:40:04","date_gmt":"2018-04-27T03:40:04","guid":{"rendered":"https:\/\/seat.style\/?p=390"},"modified":"2018-04-26T20:40:04","modified_gmt":"2018-04-27T03:40:04","slug":"difficult-clients-cost-us-money-which-type-do-you","status":"publish","type":"post","link":"https:\/\/www.styleseat.com\/blog\/difficult-clients-cost-us-money-which-type-do-you\/","title":{"rendered":"Bad Clients Cost Us Money; Which Type Do You Have?"},"content":{"rendered":"<p style=\"font-weight: 400;\">You\u2019re running a business, and \u201cbad clients\u201d are a serious roadblock &#8211; they\u2019re also the hardest people to confront.&nbsp;We broke down five of the most difficult clients and how to manage them in a professional way that won&#8217;t ruin your reputation.<\/p>\n<p style=\"font-weight: 400;\"><b><strong>#1&nbsp;ATTENTION SEEKERS&nbsp; <\/strong><\/b><\/p>\n<p style=\"font-weight: 400;\">Clients who are loud, obnoxious, and require tons of attention are exhausting&nbsp;and they can make other clients uncomfortable. It\u2019s great to establish relationships with your clients, but there should always be boundaries.<\/p>\n<ul style=\"font-weight: 400;\">\n<li>If your client is being disruptive or won\u2019t stop talking about topics that should be private, try steering the subject to trends, products, and techniques. Don\u2019t ask personal questions or answer any.<\/li>\n<li>Dealing with dramatic people can be difficult because they may cause a scene if you upset them. When it comes time to level with them, wait until they have left the salon before you communicate your concerns with them.<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">Give them a phone call and say: \u201cHey, I&#8217;m&nbsp;sorry you&#8217;ve been going through so much lately. I hope your manicures have been making you feel better! Unfortunately, some of the other clients are complaining about the stressful environment and loud conversations&nbsp;in the salon. Just so we don&#8217;t get in trouble, let&#8217;s try to keep our conversations more lite.&#8221;<\/p>\n<ul style=\"font-weight: 400;\">\n<li>As a last resort, it never hurts to offer some fun distractions for&nbsp;your clients. Tablets and&nbsp;current magazines will help take their mind&nbsp;off things and celebrities are always a great excuse to switch up the conversation.<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\"><b><strong>#2 THE PERV<\/strong><\/b><\/p>\n<p style=\"font-weight: 400;\">No professional should ever have to deal with sexual harassment or rude comments at work. Although this situation can be very uncomfortable, it\u2019s important to deal with it immediately.<\/p>\n<p style=\"font-weight: 400;\">When a client makes an inappropriate remark:<\/p>\n<p style=\"font-weight: 400;\"><b><strong>DO:<\/strong><\/b><\/p>\n<ul style=\"font-weight: 400;\">\n<li><b><strong>STOP THEM IN THEIR TRACKS.&nbsp;<\/strong><\/b><\/li>\n<li>Say: \u201cThose comments are inappropriate. I won\u2019t be able to finish your service if you continue to make them.\u201d<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\"><b><strong>DON\u2019T:<\/strong><\/b><\/p>\n<ul style=\"font-weight: 400;\">\n<li>Don&#8217;t answer personal questions or laugh at inappropriate jokes even if you are uncomfortable.<\/li>\n<li>Don\u2019t feel guilty.<\/li>\n<li>Don\u2019t apologize. You are the one who has been wronged.<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">You are running a business. If this person stresses you out, upsets you, or ruins your day,&nbsp;they are not worth your time! Confronting a harasser will be uncomfortable at first but it will be worth it.<\/p>\n<p style=\"font-weight: 400;\"><b><strong>#3 THE COMPLAINER<\/strong><\/b><\/p>\n<p style=\"font-weight: 400;\">A whiny client can quickly infect others. Before an unsatisfied client turns to social media or decides to sound off in the salon,&nbsp;nip it in the bud!<\/p>\n<p style=\"font-weight: 400;\">When confronting \u201ca complainer,\u201d remember:<\/p>\n<ul style=\"font-weight: 400;\">\n<li>Keep it professional. If possible, take your conversation to a private room or, if you are on social media, respond privately.<\/li>\n<li>Listen carefully and don\u2019t interrupt.<\/li>\n<li>Be sincere:&nbsp;\u201cI\u2019m sorry you feel like this.\u201d This doesn\u2019t mean you are accepting blame &#8211; it just means you are sorry they are unhappy. There\u2019s a big difference.<\/li>\n<li>Ask questions, get to the root of the problem without assuming.<\/li>\n<li>Don\u2019t get defensive, this usually isn\u2019t about you.<\/li>\n<li>Talk about what you&nbsp;can do to help not what you can\u2019t do.<\/li>\n<li>If they are satisfied with your solution, take care of it now.<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\"><b><strong>Your goal:&nbsp;<\/strong><\/b>Understand why it happened and how to avoid it next time.<\/p>\n<p style=\"font-weight: 400;\">You should be keeping a detailed record of every client.&nbsp;<a href=\"https:\/\/www.styleseat.com\/join?utm_source=Blog&amp;utm_medium=Social&amp;utm_content=DifficultClientsCostUsMoneyWhichTypeDoYouHave?\">StyleSeat<\/a>&nbsp;has a \u201cclient notes\u201d tool to help you keep track of many things including how many times a client complains. &nbsp;Check your notes, once a client has complained after more than three appointments, it\u2019s safe to assume they are not a fan and they are not recommending you to others.<\/p>\n<p style=\"font-weight: 400;\">At this point, your client is no longer valuable and it\u2019s time to&nbsp;<a href=\"https:\/\/www.styleseat.com\/blog\/3-signs-its-time-to-breakup-with-a-client\">break up with them.<\/a><\/p>\n<p style=\"font-weight: 400;\">Say this:&nbsp;\u201cI\u2019ve been&nbsp;keeping&nbsp;track of your visits and it seemed&nbsp;like you haven\u2019t been happy. We may not be the right fit for each other. I would love to give you some recommendations for other stylists who can&nbsp;give you what you&#8217;re looking for.\u201d<\/p>\n<p style=\"font-weight: 400;\"><b><strong>#4 THE CHRONICALLY LATE<\/strong><\/b><\/p>\n<p style=\"font-weight: 400;\"><a href=\"https:\/\/www.styleseat.com\/blog\/how-to-deal-with-chronically-late-clients\">Chronically late clients<\/a>&nbsp;cost you money. StyleSeat has a few tools to help you deal with them:<\/p>\n<ul style=\"font-weight: 400;\">\n<li><a href=\"https:\/\/www.styleseat.com\/blog\/should-i-charge-for-no-shows-and-late-cancellation\">No-Show\/ Late Cancellation Policy<\/a>&#8211;&nbsp;Enforcing a policy trains clients to respect your time. When clients show up late or cancel last minute, they are charged a percentage of the service price.<\/li>\n<li>If a client continues to show up late despite your cancellation fee, let them know you can no longer allow them to book in advance. They are welcome to try and get an appointment as a walk-in, but hey have exceeded the late cancellation limit.<\/li>\n<li>If a client continues to show up late despite your cancellation fee, break up with them. Late clients throw off our schedule, impact your other clients\u2019 experience and they cost you money.<\/li>\n<li>Block Client Tool &#8211;&nbsp;After you have politely and professionally explained to a client that you are no longer a good fit for eachother, you can use your block client tool. When a \u201cblocked client\u201d goes to check your schedule, it will appear like you have no appointments available.<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\"><b><strong>#5 THE PLAYER<\/strong><\/b><\/p>\n<p style=\"font-weight: 400;\">They try to hide it, but you always know when a client has been cheating on you with another stylist. Guess what, the main reason clients try other stylists is a lack of communication before and after the appointment. Clients expect personalized treatment. They want to feel special,&nbsp;valued.<\/p>\n<p style=\"font-weight: 400;\">Don\u2019t try and confront them, win them back naturally.<\/p>\n<ul style=\"font-weight: 400;\">\n<li>Even if you\u2019ve been seeing a client for years, it\u2019s important to check in periodically and make sure you are on the same page. Ask them how they feel about their hair lately, if they&#8217;ve changed up their routine at all or if they want to try anything new.<\/li>\n<li>Send them a helpful email. Let them know when you have last minute availability or when you have a special offer.<\/li>\n<li>Invite them to join a loyalty program.<\/li>\n<li>Invite them to try a new service at a discounted rate.<\/li>\n<li>The more connections you make, the more likely it is they will stick around.<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">If you can\u2019t seem to will this client\u2019s loyalty, it doesn&#8217;t hurt to ask questions and find out what you can do to make a difference. Asking questions helps you learn more about your business and how you can improve. Maybe your salon hours are inconvenient. Maybe you aren\u2019t online bookable. Maybe your salon environment is uncomfortable.<\/p>\n<p style=\"font-weight: 400;\">Whatever you find out, never take it personally. You can learn from every criticism.<\/p>\n<p style=\"font-weight: 400;\">Looking for tools to help you run your business? Click&nbsp;<a href=\"https:\/\/www.styleseat.com\/join?utm_source=Blog&amp;utm_medium=Social&amp;utm_content=DifficultClientsCostUsMoneyWhichTypeDoYouHave?\">here<\/a>&nbsp;to learn more.<\/p>\n<p style=\"font-weight: 400;\"><b><strong>For more business tips, check out these articles:<\/strong><\/b><\/p>\n<ul style=\"font-weight: 400;\">\n<li><b><strong><a href=\"https:\/\/www.styleseat.com\/blog\/10-reasons-you-might-be-losing-clients\">10 Reasons You Might Be Losing Clients<\/a><\/strong><\/b><\/li>\n<li><b><strong><a href=\"https:\/\/www.styleseat.com\/blog\/6-ways-to-get-more-tips-without-asking\">6 Ways To Get More Tips Without Asking<\/a><\/strong><\/b><\/li>\n<li><b><strong><a href=\"https:\/\/www.styleseat.com\/blog\/am-i-annoying-clients-with-emails\">Am I Annoying Clients With Emails?<\/a><\/strong><\/b><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>You\u2019re running a business, and \u201cbad clients\u201d are a serious roadblock &#8211; they\u2019re also the hardest people to confront.&nbsp;We broke down five of the most difficult clients and how to manage them in a professional way that won&#8217;t ruin your reputation. #1&nbsp;ATTENTION SEEKERS&nbsp; Clients who are loud, obnoxious, and require tons of attention are exhausting&nbsp;and [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":392,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"categories":[115,59],"tags":[61,62,64,65,66,69,70,71,72,73,74,75,76,77,78,57,79,80,81,82,83,85],"class_list":["post-390","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-client-relationships","category-pros","tag-appointment-reminders","tag-appointment-scheduling-software","tag-block-clients","tag-booking-app","tag-build-your-salon-brand","tag-client-experience","tag-client-loyalty","tag-client-management-and-scheduling-software","tag-client-notes","tag-how-do-i-get-client-to-book-more-often","tag-independent-stylist","tag-make-more-money","tag-no-show-late-cancellation-policy","tag-online-booking","tag-pre-booking","tag-pro","tag-raise-prices","tag-salon-pricing","tag-service-menu","tag-should-i-use-online-booking-software","tag-styleseat","tag-what-is-the-best-online-booking-software"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Bad Clients Cost Us Money; 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