I believe I lost a client who I've had for about 15 years. I highlighted/cut her back in the middle of January and had her re-booked for a trim before she went on a trip. She ALWAYS pre-booked. Her son is a client of mine also.
Anyway, about a week before her appointment, she called to say she needed to cancel. I asked when she wanted to reschedule for and she said she'd call me when she returned from her trip. It wasn't like her not to re-schedule, but I didn't think much of it, since she was my client for so long.
Then in the meantime, her son also had an appointment, and he never showed up for it. I tried to call him, thinking he forgot, but he never called back. She also never called to reschedule her appointment. I called her last evening, and she never called me back. It's so not like her. I have no idea what I could have done wrong, she seemed happy as usual with her hair before she left my salon the last time.
I know it sounds like I'm making too much of this, but I'm self-employed with a salon right here in my home with a loyal clientele I've had for years. I'm not accustomed to losing clients. I've called her once and got no response, should I just let it go and concentrate on my existing people? I don't want to seem like I'm desperate by attempting to contact her again, but I'd really like to know what happened. Please advise. TIA,
Those were the words I needed to hear. With some of my clients, the line between friendship and client is a little more blurred, but fortunately that wasn't the situation here. She was one of those who didn't really discuss a whole lot of personal issues with me, it was all about the service. So it is easier to let it alone. Her sister and nieces are still clients of mine, and they have appointments this week. I'm not going to mention anything to them when they come in, unless she brings it up herself, but even then I won't fish for info.
Thanks so much for the inspiring words. It's times like this when I miss the comraderie of being in a larger salon. There's no one to vent to (except my dog! LOL) Take care,
Copagirl, just out of curiosity, What DO you do if money was "an issue"? What if the client tells you that it was/is?
Do you continue to discount her services just so she can come to you all the time? Or do they get the discount the one time and then leave again? because I feel quite frankly: what's the point? if it is a money issue?
The stylist expertise and execution of the service will never be able to hold them as a client if they can't pay and is it really worth discounting an old client when actually they have made room for you to gain a new client who will pay you what you deserve for your services?
If you keep the old client who pays less because the stylist discounted for them, it is inevitable that several things will happen: 1) you may have to turn away new client/work for more money because you couldn't take them at the time they wanted which coincidentally happens to be the spot with the lesser paying client booked. 2) Your client's financial situation gets better....But do you really think they will tell you that? No. of course they won't. Someday you will start seeing that she's looking better, driving something nicer, having work done on her home, wearing new clothes or jewelry. Yep! It's inevitable that you will come to resent her and your financial agreement.
One of my most faithful clients left me one time over financial issues. I heard that she started getting her hair cut by her sister who has a flowbee (ugh! remember THOSE?!?!) I couldn't believe it. I got kind of annoyed because I would have discounted her had she asked instead of losing her completely. She never gave me the chance.....luckily for me! That was my mentality, I figured anything is better than nothing and that's not necesarily always true here. And you know what? It wasn't long before I filled her seat with a new client for the same services at a higher price. Then half a year later she calls me up and says I was going to my sister and her flowbee, but my hair just looks awful. Can you get me in any where please? I did and no discount and she was pleased to be back. It took 2 haircuts to fix the flowbee mess. I'm glad I didn't follow my initial impulse to call and discount.
Definitely do call or send a card, and if they respond...Great! but if they don't? So what! go on, If you are good, it shouldn't take long to fill the spot again.
So I completely agree with Mina, No discounts!
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