How To Deal With Difficult Clients
"I need to come back in, they're sparse and falling out"
We have all had these clients, who feel entitled to book their own appointments and come in whenever suits them.. but remember, retention works both ways.
Don't immediately blame them, say something like
"Hey! I'm so sorry you are not happy with your set- have you followed the correct aftercare? There's a few factors as to why they could be falling out- can you come in to see me so we can analyse this situation, if this suits you?"
"I need an appointment today"
What happened to hello?! Immediately off to a poor start, always be polite:
"Hey! Thank you so much for the message, I have no availability today I'm afraid- my next appointment is on ******, does this date suit you instead? Please let me know when works and I will try my best to accomodate"
"Clients who show up late repeatedly"
There are a lot of people who also have poor time keeping, and after a couple of times it becomes really irritating and actually quite rude, we give up our apps for absent clients and it is super frustrating. Be straight with them.
"Hey, I am so happy you remain a loyal client to me and come to your appointments but I have a really tight schedule and can't afford to keep running over- can I ask you kindly to turn up 10 minutes before your appointment from now on please, or reschedule for a later time that suits you and your travel times! Thank you so much"
"Clients who have dirty lashes"
Aftercare is soooo important and so many clients don't understand how important, if you don't cleanse your lashes they will have poorer retention and cause possible health issues. It is not something to mess around with.
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Remember to stay polite and stern with your clients.
"Hey! I would like to start off with thanking you for being such a loyal client to me, but I just need to remind you of the correct aftercare for lash extensions- I have noticed a build up of oils/dirt from your last appointment and just wanted to remind you that clean lashes last longer and they need cleansing every day- if you need to purchase any cleanser please be sure to let me know!"
"Clients who turn up ill"
Would you rather a client turn up who isn't well, or cancel last minute? Deffo not turning up not well. You can't work when you're not well which means you have no income, so these boundaries need to be set with your clients so they know not to attend if they're unwell.
"Hey! I'm so sorry but we are going to have to reschedule our appointment today- I have a business to run and I see multiple clients every day and I cannot afford to get ill also. Please bare this in mind for future appointments too, let me know the next convenient time for yourself and we can get you booked back in!"
"Clients who pick their lashes out"
It's important to never pick your lashes out, it disturbs your natural lash cycle and can lead to long term damage, educate your clients on the risk of pulling their extensions out.
"Hey! I'm so sorry but we are going to have to give your lashes a break from extensions until they have grown healthier- pulling out your extensions means you are pulling out your natural lashes and they are brittle and weak at the moment, lets reschedule a follow up for 4 weeks time and assess them from there. [recommend a grown serum]"
"I don't like my lashes and I want a refund"
Never ever give a refund before seeing your client, get them in for a consultation and assess. Maybe they have pulled them out, got make up on them, not followed the correct aftercare or even singed them.
"Hey, I am so sorry you are not satisfied with your set! Can you come into the salon for me to have a look at them and assess?"
"Hey, I am sorry but I do not offer refunds due to my time and products being used- can I please ask what you dislike about them? If you have time did you want to come by so I can have a look?"
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