SITUATION: I have a client that only makes last minute “stress” appointments. She’ll call a few minutes before she wants to come and asks me to squeeze her in for an appointment.
SITUATION REVIEW: Customers wanting to book a last-minute appointment or ask if there’s any way you can squeeze them in for a last-minute appointment can be a little frustrating, especially if it’s a repeat offender.
SOLUTION: When I think of the last-minute appointment requests, I typically think of two different types of situations. The first one, which we all probably can all relate to: the client that occasional calls asking to be squeezed in because they have a personal/professional event and they want to look and feel their very best! Or the repeat-offender: the client that refuses to pre-book their appointments. Often when faced with a client constantly doing this, it’s only natural to become defensive or frustrated. It’s important to remember that the beauty and wellness industry is a service industry. So, keep in mind that this type of situation or request will happen from time to time.
If you’re faced with the repeat offender, I suggest you have heart-to-heart with them. Begin the conversation by communicating that you want to be able to accommodate their appointment needs and explain that your schedule is booked out X number of weeks/months in advance. Be sure that stress how you personally strive to provide all your valued customers with outstanding customer care. To achieve this, you try and avoid squeezing clients in between other appointments. Suggest that you pre-book their next few appointments and that they can always cancel if needed. Continue to explain that this will aid in accommodating their needs and it will provide you with the opportunity to give them and all of your customers with outstanding service.
GROWTH OPPORTUNITY: When faced with difficult situations or client challenges, taking the time to have a heart-to-heart can help relieve frustrations on both sides, ultimately resulting in a healthy long-term relationship.
Photo: Shutterstock | file404
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Patti Wanamaker brings 21 years of experience to the Milady team where she currently serves as an Implementation and Training Specialist. Her intimate understanding of the salon, school, and beauty industry comes from 18 years of hands-on experience as a multi-faceted training specialist, including 8 years of salon and spa ownership of 3 salons with annual sales of $5 million. Her experience in all 3 areas of our industry allows her to think outside the box and develop innovative training that inspires and empowers beauty industry professionals.
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