1. You’re late: ……Sorry traffic was bad!
One of your long-time customers books an appointment with you for a special event, and you arrive late. Now, not only will she be late for her event, but the tone set for this special day has a negative energy thrown into the mix. This can lead to one unhappy customer, which can ultimately lead to you losing them. As an educator, there have been too many times that I have seen where a stylist would just be arriving when the client’s appointments
2. Poor Treatment:
For some reason your client didn’t feel respected or valued before, during, or after receiving services. Usually, this happens when the outcome of a service yields the opposite result of what was expected. This is when I ask, were you effectively listening?
3. Your Changed Schedule:
Changing your schedule once in a while is fine. But to change it constantly to accommodate your personal life is unacceptable, not to mention it’s hard for a client to feel their appointment is secure if your schedule is always changing.
4. Services Changed:
Trends are always coming and going, and you may prefer doing one service over another. But now you have a long time client who use to come to you but took a sabbatical, and she is now ready to receive a service you no longer offer. Unless there is a good reason why you can’t provide the service, (for example, maybe you don’t have the product in stock to perform the service) then this is where I say it’s time to become creative and figure out how you can accommodate them. It takes too long to build your client base, so you don’t want to lose out on opportunities like this one, even if the customer is only returning one-time. Remember, money is money.
5. No Parking Space:
This might seem like a petty issue to you, but it is actually quite annoying to find absolutely no parking spaces outside a salon. Your customers might drift off to another hairstylist for their services if they fail to find parking spots.
6. Style and Go:
When your customers are there to get their hair done for a special occasion, it is your professional responsibility to make them feel comfortable with the hairstyle, or at least appreciate how they look. This offers you an opportunity to teach them how to maintain this look afterwards, or at least help build their confidence with being able to attempt to recreate it on their own.
7. Prices Increased – Nothing Changed:
Sure, you deserve a raise! However, whenever you raise your prices, your customers will want to know what additions you made to the services. Be honest and explain why. Honesty is the best policy!
8. Taken for Granted:
Do not take any of your customers for granted in any way. Make them feel valuable, even when they fall on hard times and are barely getting by to even make the appointment happen. Find ways to soften the ticket if you can. Trust me. This goes along way with a client. Plus, it will keep them with you longer, especially if money is the issue.
9. No Pre-booking Space:
This is a tricky one. If you’re anything like myself when working behind the chair, you work your business rather than your business working you. However, this is a double-edged sword. If your schedule is too hard to book or prebook due to limited scheduling, you are bound to lose clients. However, at the same time this keeps your long-term clients loyal, and when given the opportunity to gain a new client it makes it easy to prebook. I love to call this the “scarcity” model.
10. Hair Damaging Products:
It might be possible that your products could be causing damage to your client’s hair. Not all products are created equal nor yield the best results on all hair types…EVEN when they are “professional” products. If your client is having an issue with a product, then you should take it seriously. Be open. With clients developing more and more