Complicated Client Situations
Complicated Client Situations
How I handle firing a client, late arrivals, policy and procedure violations, and bad habits.
Communication is key, and one important part of communication is the use of silence.
While honesty is the best policy, it is also better to understand how to edit your interaction by staying away from the emotional parts of the interaction and focus on just the policies that were not respected. A short and brief statement to a client is often the most effective way of communicating your position in a situation.
For example:
"It is not 10:08am, and we had you scheduled for a 10am spray tan. I am sorry, but we will have to reschedule you because we have a client booked at 10:20am. Would you like to come in ______________(day and time available) or I can offer you some at-home sunless tanning products if the reschedule doesn't work."
You do not need to continue your explanation of why you can't take them. It is short and to the point and doesn't need to be a negotiation.
Firing a Client
This is better done digitally, because it is the end of a relationship and there does not need to be a continued dialog.
For Example:
"It seems I am not able to meet your needs at this time. I will go ahead and cancel your future appointments and I wish you all the best."
"It is clear I am not meeting your expectations at this time. I will take you off my books, and I wish you all the best."
"It seems our schedules are not compatible and I respect your time and mine. I will take you off my books and wish you best."
Policy Issues
When a client doesn't want to pay a deposit or give a credit card to secure their appointment.
"We do require a deposit to secure your desired appointment day and time, however if you are uncomfortable giving that to me over the phone I can walk you through how to book online, or you can come by in person and we can get you scheduled with a deposit. You can also choose to walk in, and we will give you an idea of when our next opening is that day."
