Sometimes we can find it hard to enforce our policies with clients, especially if they're regular loyal clients or even brand new ones.
Knowing what to say can also be difficult, but many clients cross the line and need prompting of policies, and educating what is ok and what isn't.
Clients Who Turn Up Late
If it's just by a few minutes, and their reasoning makes sense, just let it slide the first time. But if its past your policies time then you need to tell them when they rebook:
"Hey, thank you so much for booking another appointment, I just wanted to reach out to you in regards to my policies" send them a link to your Insta highlight or a photo of your policies "Please have a thorough read and let me know if you have any questions or problems! See you again soon!"
But if its a regular occurrence then you need to be more stern with them, don't let lateness happen more than once.
"Hey, just wanted to reach out to you in regards to my policies that I have to enforce to all my clientele. Here's a link/photo of them.
I have a strict policy against being late as I have continuous clients coming in and out and I can't run over my appointment times. I understand sometimes things can get in the way but if you feel like you need a later appointment to suit your timing please let me know so I can accomodate this for you."
Being Too Late You Need To Cancel
"I'm 5 minutes away" "I'm just leaving now" *20 mins into appointment time* this can't happen.
"Hey, thank you so much for booking an appointment with me but unfortunately your allocated timing was **:** and I have a lateness policy that I have to enforce, if you arrive more than ** minutes late this results in an appointment no show.
If you would like to re book my next availability is **** but there will be a fee from todays appointment that is required before rebooking. Please let me know what works with you."
Clients Who Cancel Last Minute
Things happen in life, kids, sickness, but unfortunately we can't afford to lose out either, enforce policies that require X amount of notice to cancel appointment, if after this time then charge for the app.
"Hey, I understand life gets in the way sometimes but I do have a cancellation policy that states if you cancel XX hours before your appointment this results in a fee, as you cancelled XX hours before your appointment this will incur a XX% fee before rebooking. I hope this isn't an issue, please let me know when you would like to re book"
Clients Who Continuously Cancel
This is just a big no from us, these clients don't respect you or your time.
"Hey, thank you for choosing me to be your lash artist but unfortunately my policies state that if a client cancels X amount of times, you're no longer able to book an appointment with myself. I have a list of people waiting for an appointment and I can't afford to continually loose out on money/clients. Sorry for this but unfortunately I need to enforce my policies. I wish you all the best."
Clients Who Turn Up Without Cleansing
We have to educate our clients on the correct aftercare. Tell them prior, during and after the appointment on how to correctly care for lashes. If they arrive with lashes that haven't been cleaned, tell them!
"Hey, just wanted to reach out to you in regards to the correct aftercare of your lashes, here's a link/photo of how to care for them! Daily cleansing will result in better retention and fuller looking lashes, please let me know if you have any questions!"
Clients Who Turn Up With Make Up On Their Lashes
Again, educate on why this is so bad for eyelash extensions, make up causes oil and debris build up as well as clumping the lashes together, let your clients know this is unacceptable and will lead to poor retention!
"Hey, I noticed some make up on your lashes today and just wanted to let you know the reasons why this results in poor retention and possible health issues!" Then go ahead and explain about retention and blepharitis
Clients Who Turn Up With Filthy Lashes
Not acceptable, ever. I think we've all had these clients as well who insist they cleanse them daily.. we know you don't sis!
"Hey, thank you for choosing me to be your lash artists but unfortunately I feel as if I need to relay the correct aftercare to you as it's so important to cleanse them daily, if not this can become a big issue leading to blepharitis and infections. Please let me know if you need to purchase any more cleanser or if you need any advice! Unfortunately, if daily cleansing isn't kept up with, I will have to refuse to infill your lashes again as I don't want you getting ill."
Clients Who Want Their Money Back
"I don't like my lashes" "Can I have a refund?" Never refund before seeing.
"Hey, thanks so much for reaching out! Can I ask you to come in so we can assess your lashes?
Clients Who Threaten Bad Reviews
"I'm going to leave a bad review if I don't get a refund"
"Hey, thanks for the message! When works for you to come into to see me so we can have a look at your lashes and come to a resolution?"
Clients Who Complain About Retention
Never blame the client "have you cleansed everyday? Maybe you slept on them or picked them?" No, you need to rule out potential issues, you can see if they've been picked when they come in!
"Hey! Can you please run me through your aftercare so we can rule out this being an issue, also please let me know your skincare routine/sleeping pattern! Eyelash extensions last better on some people rather than others, when is best for you to pop in so we can have a look?"
Clients Who Get Other People To Message You
Sometimes clients friends or family message you in regards to their lashes. Never discuss clients with anyone else.
"Hey, I am so sorry but due to Data Protection I am unable to discuss other clientele with anyone else, please ask them to contact we directly! Thank you!"
Clients Who Need Infills From Elsewhere
Don't shut them down straight away, ask for clear photos and if they're not enough, ask them to come in to assess!
"Hey! Thank you for the message, are you able to pop by for a consultation so we can assess your lashes and go from there? We will be able to infill OR remove and re do, here's the prices: XXX"
Clients Who Come With Lashes On Already
"Hey, I am so sorry but I am unable to infill these lashes as they have been done elsewhere, I can remove them and re do them but there will be an extra fee, is this a problem? Please let me know!"
Refusing To Pay Cancellation/Late Fee
"Hey, I am so sorry but I am unable to rebook you back in without the fee for *** being paid, the cost is *** for the cancellation/late fee. Here are my details to pay: ***. I will be happy to go ahead and rebook when the outstanding balance has been paid! Thank you."
"Can I Pay When I Get Home?"
No, never. Always take payment before/before they leave.
"Hey, unfortunately all payments need to be paid when I am present so I can ensure the full balance is paid! Here are my details: XXXX"