SITUATION: What’s the best way to handle clients after you have called in sick and have to cancel their appointments?
SITUATION REVIEW: No one likes to get sick, but your clients really don't like it. Often clients have their appointments scheduled weeks, perhaps even months in advance. From your customer’s perspective, there is nothing more disappointing than being excited and looking forward to that long-awaited haircut, color, facial, massage or nail service and receive the dread phone call “I’m sorry your service provider called in sick today.”
SOLUTION: Getting sick is a part of life, no one wants it to happen, and it’s not a question of if it will happen, rest assured it’s a question when will it happen. When you find yourself having to call in sick there are several best practices that one should follow to ensure a quick recovery.
#1: Create a plan: Timing is critical. Your number one priority is to create a plan to accommodate the guests that you have to reschedule. We suggest that if you are booked out weeks/months in advance, you open up a day that you are typically not scheduled to work. This provides you added hours in your work week to accommodate those clients that you had to cancel, due to your sickness. As an example, if you work schedule is Tuesday – Saturday, open up that following Monday.
#2: Communicate: Communication in any relationship is key. When you return to the salon/spa reach out to your customers ASAP to personally apologize for any inconvenience that your sickness may have created for them, this is your opportunity to reschedule them if they have not already rescheduled. Either reach out to them via telephone or personally like to send a handwritten note card expressing your sincere apology for the inconvenience and that you value their patronage.
GROWTH OPPORTUNITY: Getting sick unfortunately is a part of life, however, if we handle the situation in a timely manner it can provide us with another opportunity to demonstrate outstanding customer care and continue to grow and build client relationships for years to come!
And by the way - take the sick day if you need it! Don't let a little bug become something worse because you're not taking care of yourself!
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