Yelp and other online review sites can make or break your hair salon. Many potential customers will use those sites to get an idea of what your business does and how your stylists act. Though you might feel tempted to think that the customer is always right and that you should do whatever they ask, a problem client can cost you more money in the long run. Not only do they take up time that your stylists can commit to others, but they may refuse to pay or ask for discounts greater than you want to give. Whether you have a barbershop or salon, you can easily learn how to fire a hair client.
Rank Your Clients
Before firing a client, it's helpful to sit down and make a list of the types of clients you have. Those at the top of the list are your best clients. They are the ones who love the cuts, highlights and other services that they get. These clients tip well and leave happy. Next are those who love the work that you do but don't always follow your recommendations. They might avoid the products that you sell and come back often but don't tip much. Next are the ones who don't form a connection with you. While they come in and book services, they don't buy from you and only come once or twice a year. At the very bottom of your list are the problem clients.
What Makes a Problem Hair Client?
If you close your eyes and think of the worst client that you ever had, you can quickly identify the issues that make someone a problem client. These are the people who are never happy with anything that you do. They don't listen to your recommendations about what they need, complain about the light and anything else in the shop and ask for discounts. Problem clients might try to return products they bought or demand free cuts. They can even demand coupons and discounts because they claim that they bring in business.
Make the Decision
Once you decide to fire a hair client, you might feel as if a heavy weight just lifted off your shoulders. You no longer wake up in the middle of the night and panic about an upcoming appointment or dread heading into work to deal with that person. Now you just need to decide what to say and how to say it.
How to Say Goodbye
You have two options for saying goodbye to a client: over the phone or through email. Though some might suggest waiting until your next appointment, this is dangerous for a few reasons. Not only are you wasting the client's time, but you risk that person demanding a free session because of the trouble that you caused. Sending an email message lets you get straight to the point, but there's a risk that the client might not get it. You can call the client directly and make your intentions clear over the phone.
Template for Parting Ways with a Client
While there isn't one set template that you can use to fire someone, you want to avoid mentioning any specific problems that you had with the individual. You should clearly state your name and where you work. Then let the client know that you can no longer work with them and that you hope they find someone new. If the client pushes back, make it clear that you will not accept any future appointments because you cannot work together. With clear intentions and a strong tone, you can fire the most problematic of hair clients.