You’re humming along. Your schedule is full. Life is great. And, then, one of your regulars leaves a message canceling an appointment and didn’t want to reschedule. If you take a minute to think about it, you’ve had a few other regulars...

Have you ever been late for your doctor appointment and they cancel or reschedule it for another day? Because of the demand, doctors are going to continue having new patients walk in and wait so they have a higher level of certainty that their patients...

Have you ever had a client who seemingly out of the blue (or after a big life event: divorce, engagement, pregnancy, new job) wanted an extreme makeover that seemed out of character for them? Here's how to tackle these delicate situations. ...

Many of us start out customer relationships by giving great customer service but slowly let it fizzle. We begin to think more of what you need and less about what your customer needs. It's sort of like dating. At some point we get too comfortable...

It's often said that it costs more money to gain a new client then it does to retain a current one. Let’s face: most of us dread the work that it takes to gain a client. Tell a newbie hairdresser or esthy to go meet 5 new people and give them...

SITUATION: I've been in the salon industry for about 3 years now. I've worked in a few salons and learned a lot. Started off assisting, handing foils, end wraps, shampooing, blow drying etc. Now 2 years after my one year of assisting, I'm...

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...

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...

SITUATION: I’m fairly new in my career as a stylist, I have been told it’s a good idea to send Thank You notes to my new customers. Is this something I should consider? SITUATION REVIEW: Whether you are new to the industry or a seasoned...

How does one determine their greatest competition? Some would say it’s the salon or barbershop next door while others would tell you with the level of service they offer, they don’t have competitors. Although it’s a good idea to see...