Pro Hairstylists (or anyone who works with clients) Help!

Dec 6, 2013

Kelly V.

Question for all professionals or anyone who works with clients. New years eve my salon is only open untill 2pm. Someone accidentally booked me a 4:00 updo. Today one of the receptionist called her to tell her the latest I can take her would be 1:00 since we close at 2:00. This girl had a hissy fit saying that her hair will never hold all night and the earliest she could be there would be 3:30. The receptionist explained to her that no one would be there. She still isn't taking no for an answer. What would you do? I do not have a key to the salon and don't know how to work the computer system to check her out. How else can I explain to this girl
(nicely with the risk of losing her business) that 3:30 is not an option?

Dec 6, 2013

Traci L.

I worked in a hair salon for 10 years and clients always wanted something they can't have you have to be firm but polite she can't come if your not open and say its the salon policy not yours so there is really nothing you can do I definitely would not stress about it somtime you don't have any choice but to turn away clients when they want something that's ridiculous

Dec 6, 2013

Kelly V.

Thanks Traci! I always get so mad when clients want crazy things and never know how to NICELY say it. I always have to stop and think about it because if I don't it would probablly come out like "are you out of your f@#$ing in?" especially around the holidays!

Dec 6, 2013

Kelly V.

That should be mind, not in.

Dec 6, 2013

Traci L.

Lol I no how clients can be especially about their hair but as long as your respectful in your delivery there's not much else you can do,and expecting you to keep a shop open just for her is over the top crazy lol.

Dec 6, 2013

Maria C.

Let her show up and no one be there. You did what you has to do to let her know the hours you have available. Honestly sometimes you have to loss a crazy client to gain a great one.

Dec 6, 2013

Natalie T.

I would say exactly what your reasoning was-the salon will be locked, no one will be there to work the computer, and you're just not authorized to do these things by yourself. Explain that you do not make the appointments and there was an honest mistake, but you unfortunately cannot take an appointment after 1pm that day and that is out of your control. Be honest and apologetic, but do not feel bad due to an honest mistake and circumstances you cannot control.

Dec 7, 2013

Naomi S.

In addition to what these young ladies are telling you. I'd like to remind you to always be security minded. its safest for you to be n the salon, that's open with other stylist vs you being the only person working n trying to lock up... even if you could run the register n lock up you shouldn't!..
you'll b amazed the stories I've heard as a realtor meeting clients.. crazy stuff!.. eventho you develop relationships with your clients you have to still be very selective on who you left in your "zone".. I know I'm random but just wanted to add that. ;-)

Dec 7, 2013

Jennifer C.

As a salon owner, I feel like you should explain the situation again and that it was mistake on the salons part, apologize. Being that she was told she could come later was a mistake on the salons part not hers. I would suggest offering an earlier appointment and giving her a free gift or gift card to use on her next visit. You only get one chance to make a first impression and she could end up bad mouthing your salon and hurting your business, if you don't try to make it right. But if you try your best to make it right she could be a great value to you. I understand the shop closes at 2 but I would try my best to accommodate her, if you can't she will go elsewhere. Good luck. But trust me I know how clients can be...good luck