As a beauty salon owner, you know customer service is of the utmost importance. The entire beauty industry revolves around service, and you probably spend most of your time going out of your way to keep your customers satisfied. But what do you do when a problem customer is causing disruption in your salon? When is it appropriate to address their bad behavior? Here are three types of salon clients you shouldn't be afraid address when they cause disruption:
1. The client who's never on time.
Every salon owner knows this type of client, the one who never seems to be able show up on time. If you have a client who's been late to an appointment more than three times in a row, you shouldn't be afraid to address the issue with them. When clients show up late, it can throw off your entire schedule, which can make you seem unprofessional to other clients who did show up on time. Let your consistently late client know that it's unfair to the rest of your clients to bump them back to accommodate someone who can't keep their own schedule straight. If you don't feel comfortable addressing the issue with your client, try telling them their appointment is at an earlier time than it actually is.
2. The client who's way too loud.
Chances are you've had a client in your salon chair at some point who just doesn't seem to have an indoor voice. This can annoy other clients and cause you to look unprofessional. If chatting with your client is starting to sound more like a screaming match, it's all right to tactfully let your client know they're being too loud. In many cases, loud talkers aren't even aware of the issue, so don't be afraid to gently let your client know they're being disruptive.
3. The client who takes up all your time.
While most clients have an idea of how long their appointment should be, you'll inevitably end up with the one client who always manages to squeeze extra time out of you. They may ask you to try several different styles before making their decision, or spend so much time chatting during the consultation that it takes you 15 minutes just to get them to the shampoo bowl. Whatever the case may be, you shouldn't feel uncomfortable taking control and explaining that you need to keep things moving in order to keep your schedule on course.
Although the beauty industry is built around exemplary customer service, that doesn't mean you should feel uncomfortable addressing problem clients. If you find yourself dealing with any of the disruptive clients mentioned above, find a way to respectfully and tactfully address the bad behavior before it causes any further disruption.