“The customer is always right!”
Ah, that golden rule of business. But is it really always true?
As businesses, we tend to overlook bad customer behavior just because we want to keep every customer that walks through our door. After all, the key to maintaining a successful business is to continually win and win customers and keep each one of them happy, right?
Well, no… Of course we want to do everything we can to serve our customers, but sometimes we have to draw a line. In rare cases, we even have to abandon a client altogether because it is simply not possible to work with them.
This can be very difficult to do, so we’re here to help you get it right.
When to say goodbye to your eyelash client
Being protective of your time (and sanity for that matter) is not selfish. While you may rely on clients to make money, if one of them is causing too much trouble than it’s worth, cut the strings!
Also, when do you know it’s not going to work with a client anymore? It depends on the individual, of course, but here are some red flags to look out for that just aren’t worth bothering with:
- They are constantly (super) late for appointments. And we don’t mean 5-10 minutes every now and then. We mean late EVERY time their appointment comes, regardless of when they make it. (if they were in school they would have already failed this course and had to do it again next year!
They don’t listen to your aftercare instructions or advice. Whether they have unrealistic expectations of their results or never seem to follow your post-treatment advice, these types of clients are not only damaging their natural lashes, they’re putting your reputation at risk. Because they don’t listen, they will blame you for the problems they inevitably end up causing themselves.
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- They are rude and offensive to you and your colleagues. It’s amazing how many people think they can get away with dealing with any kind of service provider. They feel entitled to treat those who CARE about them as second class beings. If a customer in any way discriminates against anyone in your business, for any reason, they need to leave.
These are just a few reasons to say goodbye to a client, but you may encounter others in your work. If something makes you or anyone else feel uncomfortable or happens over and over again, that’s reason enough to fire a customer. There will always be better ones out there.
Step by Step: How to Fire an Eyelash Client
Make a clear assessment
Okay, so it’s a lot easier to understand WHERE must go, but how We do it;
For one, you need to sit down and properly assess the situation. What exactly went wrong? Can anything be done to remedy the situation before this drastic step? Are you ok with blacklisting this customer?
If after all this you still feel like this relationship is over, then make your plan of attack.
Stay calm and focused
Doing anything in anger always backfires and hurts you more than the other person. If you’ve just finished with a nightmare client and your blood pressure is skyrocketing as you think of ways to cut him off, hold back. You are the professional here and have a business reputation to protect. Take some time, a few hours or even a night, to collect your thoughts.
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Mark it down
Normally in a conflict situation, it is best to talk to the other person face to face. But, it’s not like you’re seeing clients out in the world or calling them to meet you in a coffee shop for a chat.
And since you definitely don’t want to have a scene in your lash salon, it’s better communicate via email or text message. This way you can also use the right words and avoid showing your anger. Even if they have ignored you, you can show them respect.
Here are some examples:
For the one who is always late:
“Dear Kate,
I understand that sometimes life doesn’t always go according to plan, but for our last four sessions you have come half an hour past the appointed time. Each time I had to push other appointments back and left other customers waiting. I value you as a customer and respect your time, but I also expect the same in return.
If this continues, I will have no choice but to continue taking you on. Think about that for next time. I hope you understand.”
For the one who never listens:
Dear Michaela,
I’m sorry to hear today that you’ve had problems with your eyelashes again. As I mentioned in our appointment, the way your natural lashes grow just doesn’t work with the look you wanted. Still, I did my best to make sure you got what you wanted. I also gave you advice last time on how to care for your natural lashes to help them grow, but it seems you hadn’t followed my advice.
For this reason, I regret to inform you that I will no longer be able to take you on as a client. I hope you can continue your lash journey elsewhere, but I’m just not in a position to give you what you want at this stage.
Stand your ground
No one likes to be told to leave. Many even get angry about it. Once you’ve made the decision to fire a customer, you shouldn’t back down. You had already given it as much thought as it deserved. The other person will try their best to convince you otherwise, but you need to let them know that your decision is final. And if they are rude and offensive, then just ignore them. They just gave you even more reasons to never work with them again.
I hope these tips are helpful. Good hitting everyone!
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