Having difficult conversations with clients is one of the least fun parts of our industry.
Most of us freeze up because we don’t like getting confrontational, but part of being a successful stylist is learning how to handle last-minute cancellations, no shows, late arrivals, and occasionally, having to fire a guest.
That’s why we set up systems for just these situations. If you ever have to deal with one of these common issues behind the chair, you’ll have the right systems, verbiage, and procedures in place so last-minute cancellations, late arrivals, and repeat offenders don’t ruin your schedule.
1. Last-minute cancellations
Well, it happened; your noon appointment called to cancel barely a half-hour before she was supposed to be in your chair and well outside of your cancellation policy.
It happens to all of us. It’s how you respond to it that makes or breaks your business.
Now is the time to enforce your cancellation policy, especially if this particular client is a repeat offender. There has to be a little pain attached because their cancellation likely means your business takes a hit that day.
Everybody cringed a little at the idea of causing our clients pain. It’s totally understandable, but here’s the thing: they have to understand there are repercussions if they cancel outside your cancellation policy because you are a professional who runs a tight ship.
Now if this is a guest who never cancels, you can waive the cancellation policy this time. Just make sure you let them know what your cancellation policy normally is, that you’re waiving it this time, but if this happens again, you’ll have to enforce it.
It can be really frustrating when a client cancels, especially if that leaves a big gap in the middle of your day. You can ask your waitlist if they would like to take that opening or look at this cancellation as the universe giving you an opportunity to study hair technique or work on your business.
2. Late arrivals
Late arrivals can mean doomsday for your business for one major reason: they affect the retention of your entire clientele.
Think of it like this: If Jenny runs 20 minutes late, but you do her full service anyway, your next client – who was on time – has to pay the price. It’s not her fault Jenny is late, but it’s her schedule and life that’s affected.
Chances are, that the client behind Jenny is already scrolling Instagram looking for a new stylist.
The best way to handle late arrivals is to first decide what late means to you. Let’s say it’s ten minutes. If every client that day was ten minutes late and assuming you saw five clients that day, you’d be running 50 minutes behind by the end of the day.
Yikes.
A good rule of thumb is five minutes is considered late. If a client comes in too late to do her full set of services before your next client arrives, the best thing to do is to offer to reschedule them.
You can do this in a friendly tone. Just let them know that you totally understand there was traffic/their meeting ran late/whatever, but you have a client coming in within the next half-hour so you can’t do their full cut and color today and it’s in their best interest to reschedule in the next few weeks.
Keep it positive, put a good spin on it, and make it seem like the best option for your client’s money and time.
3. Repeat offenders
You that client that seems to run on her own time. She shows up 20 minutes late with a Starbucks in hand and has no clue you’ve been waiting for her.
You can do one of two things:
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Bill her for the time. Some stylists create charged services just for guests that run late. So Stacey can show up late and you (and your schedule) will be ready for her, but she’s going to pay for it.
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Break up with that client.
Breaking up with clients is not a fun experience, but if you handle it professionally, you can let that client leave feeling like you did it out of respect.
Keep your tone friendly and tell her you feel like the communication isn’t there and your schedules don’t match up, so you think the best thing to do would be for her to find a new stylist. You can refer her if you like, but wish her all the best in finding a new stylist who is a much better match. She’ll think it’s the nicest breakup of all time and will have nothing but good things to say about you.
Breaking up with repeat offenders lets you stand up for the worth of your business and opens up a spot for someone who sees your worth.
Taking control of your clientele and your schedule is the mark of a professional stylist. It tells your other clients you’re devoted to your business, to respecting their time, and making them feel fantastic. Hopefully, these tips helped you overcome any last-minute cancellations, late arrivals, and repeat offenders in your clientele.
