Working with difficult clients

You have made great sacrifices and weathered many financial storms. Your business is now not just surviving, but thriving. You have every right to be proud of your success, because you put your best efforts into it. When you have a lot of orders and your business is booming, you've officially earned the right to choose your customers. One of the biggest challenges is understanding which customers to keep and which to cut. This is your business and you can choose to work with good people. This is your workspace, and you can choose who you invite to it. It's important to the health of your business to work with clients who value you and your work, and avoid those who don't.

Who is a difficult customer?

Of course, it is impossible to please everyone in 100% of cases. Any relationship in your life - with a partner, parents, children, friends - can be wonderful and difficult at the same time. The relationship between a manicurist and a client is no exception. No matter how strong your desire is, you cannot hide from difficult customers. You have to find a way to deal with them tactfully and directly and find a common language.

A difficult customer is someone who shows constant disrespect for your well-defined salon rules. Does this client always criticize your work? Is he always late? Having trouble paying? Are you constantly canceling at the last minute? Does your emotional vampiric antics make you anxious? If so, it may be time to consider ending the partnership.

How to deal with difficult customers?

First of all, politely use the sign with the rules of your salon and remind customers of these rules when confirming the appointment. You must clearly communicate your expectations to the customer and address them directly. This should be done in person or over the phone. After that, you can officially transfer the client to the "difficult" category.

Avoid negative reactions

Because we often share our lives on social media, many manicurists can fall into the trap of thinking they have the right to criticize clients for their misbehavior. Please don't do this. When you feel like spewing negativity, put your phone down. Take a break. Realize that the other person's bad behavior has gotten the better of you. Your only task is to neutralize it. If you want to remain professional, don't respond to bad behavior in kind.

Termination of cooperation

If you've identified a difficult client who doesn't show you respect, be prepared to end the relationship. The best approach is a calm and emotionless conversation about parting. This is your warning moment. If problems persist, even after discussion, you have the right to end the relationship.

How to have a conversation

The conversation might look like this:
- "I want to discuss something with you. It is important to me that you respect my time. It seems that you are not satisfied with my work. Is there a problem?"
- "I know you know about my late/cancellation policy. I have strict rules. If you miss one more appointment within three months, I can't reschedule you. I need you to be on time. It's stressful for me and others customers."

If the same client is late again, the relationship will be officially terminated. 10 minutes after the scheduled time, you must notify the client that the meeting has been canceled. Say, "I really enjoyed working with you. I think you'd be more comfortable somewhere else that better fits your schedule. I'm sorry it didn't work out here."

Advice

Before you burn bridges, it's good to understand that your business might just disappear. Never take your success for granted. One wrong decision can ruin everything.