Learn to Build your Salon & Spa Business...Together
What to do? Client and stylist unhappy! Thoughts please?
We had a situation in our salon that happened this week. We had a client (regular) who has a level 10 hair now and roots level 4. She wanted to get rid of such high maintenance of the blonde but still wanted some blonde left. The stylist offered her some lowlights to match her level 4 roots and another highlight maybe level 6-7 to soften the contrast between the 2 colors. The client agreed. After service was done she hated it. She asked it to be fixed. The stylist did a single process (root to end) and covered up the whole thing, pretty much. The bill was 200.00. The stylist also ran so far behind and failed to communicate to the next client how far behind she was (1 hour) that client left mad and I got a LOOONG letter about it (a regular too). The next morning I got a call from the 4-10 level lady Kathy who felt unhappy that she was charged so much and that she trusted the stylist with the highlight lowlight color that she hated and that she was paying for something that was completely covered up. I asked her if they agreed on the color selection in the consultation and she said yes but...that the stylist should be ultimately responsible for ensuring that the color is acceptable as she is the professional and not Kathy as she trusted the stylist in that matter. The stylist says that she should pay because she knew what she was getting.
The dilemna is what to do? I want to keep the client and I understand the stylist who spent so much time. However, I felt that maybe she was not thorough enough in her consultation and certainly not mindful of her time as I have 2 clients who may not be back.
I must tell you also that this stylist repeatedly tries to "Up the bill" to the point that clients are not coming back and she is not maintaining her client base. I feel this is hurting the salon.
Any thoughts or comments? I am just not sure and need some feedback. I told the lady I would get back with her today.
Replies to This Discussion
-
Permalink Reply by Jennifer Chance on
-
Kat, in my salon, both guests would be receiving their next service at a discount or for free. If not by my stylist, then by me. Sounds like a young stylist. Seasoned stylists would realize that without adding a level 10 foil in the mix, the re-growth would still be darker and the level 10 would show a significant line of demarcation. I only have 2 clients that prefer the new "Hollywood dark roots" color tecnique & even that look requires subtle change in color getting lighter toward ends. My stylists are taught that we should come to work each day with the idea of securing our retirement. We are not trying to hit the lottery per say, but ensure our futures by rebooking satisfied guests that become our close friends. This may mean we make a little less here and there than we'd like, but it also means its for our greater good of ensuring the security of our steady income tomorrow.And the waiting guest, she should have explained to her and offered for to receive another service with someone who wasn't busy, like a facial or something. Or maybe offer her something to drink and a chair massage from an open pedi throne. They say hind sight is 20/20, lol. So she prob is reahearsing in her head how to better handle it next time, let's hope so. I work by myself alot of Monday's and I'm usuall booked. If I had an unhappy client, I would tell her that my next guest is here and I have to take care of her but if she would come back at the end of the day, I would stay late and make it right for no extra charge and she would have my undivided attention. Have her pay as she leaves just in case she decides she likes it and decides not to come back. Sometimes they need to leave the salon before something new has time to grow on them. Above all, client retention is most important. Hope they come back, good luck!!!
-
-
Kat, in my salon, both guests would be receiving their next service at a discount or for free. If not by my stylist, then by me. Sounds like a young stylist. Seasoned stylists would realize that without adding a level 10 foil in the mix, the re-growth would still be darker and the level 10 would show a significant line of demarcation. I only have 2 clients that prefer the new "Hollywood dark roots" color tecnique & even that look requires subtle change in color getting lighter toward ends. My stylists are taught that we should come to work each day with the idea of securing our retirement. We are not trying to hit the lottery per say, but ensure our futures by rebooking satisfied guests that become our close friends. This may mean we make a little less here and there than we'd like, but it also means its for our greater good of ensuring the security of our steady income tomorrow.And the waiting guest, she should have explained to her and offered for to receive another service with someone who wasn't busy, like a facial or something. Or maybe offer her something to drink and a chair massage from an open pedi throne. They say hind sight is 20/20, lol. So she prob is reahearsing in her head how to better handle it next time, let's hope so. I work by myself alot of Monday's and I'm usuall booked. If I had an unhappy client, I would tell her that my next guest is here and I have to take care of her but if she would come back at the end of the day, I would stay late and make it right for no extra charge and she would have my undivided attention. Have her pay as she leaves just in case she decides she likes it and decides not to come back. Sometimes they need to leave the salon before something new has time to grow on them. Above all, client retention is most important. Hope they come back, good luck!!!
-
Permalink Reply by kat on
-
Jennifer,
I sent a letter of apology to the client who walked out and extended her an olive branch of the service that she was booked for free with the stylist who kept her waiting and also offered her myself in case. She accepted because she said my words were "kind and sincere". We did offer her a second stylist that day but she refused so at least we tried and she is coming back,Thank God. The second one with the 4-10 root problem I gave her a credit on her next visit. She booked an appt. You are right the stylist is not seasoned and unfortunately I am the only one with real experience. It is hard for them to see the big picture sometimes. Thanks for your input, I was on the right track in my head but needed verification. :)
-
Permalink Reply by Shelley Linthorne on -
I feel the client should have only paid for the end result. And as for the stylist, I agree that the consultation might have been too hasty. The 200. bill probably has cost your salon and the stylist 10x that by upsetting this client and those who were stuck waiting. Sometimes this stuff happens, we all know clients can be a challenge. Might I suggest offering not only that client, but the others who were affected either a free service or discount for next time and as mentioned an apology. All the best!
-
-
Shelley,
I just got off of the phone with her and gave her what she asked for. I apologized again and hopefully she will still be a client. I sometimes feel like the girls don't get the big picture. I am coaching them this week as I usually do it once a month but was off target. It's a new year and new day :) Thanks for your input, I appreciate it. Kathy
-
Permalink Reply by Shelley Linthorne on
-
Kat you are a winner! At the end of the day, prides were put aside and damage control was put in order. You have set a standard to not only your staff but to these clients as well. I believe we set an example by our actions. That being said, staff have to be made aware of the costs of not only their time and your product, but the costs of losing clients. Hairstylists are horrible with #s and until its broken down to them will they understand the financial impact. You ARE their mentor, and with your guidance, respect will be returned 10 fold. Happiest of New Year's to you and your salon!!! Cheers!
-
Permalink Reply by Jackie Buckler on -
Sounds like the stylist needs a reality check. I agree with all the comments made. In our salon, even if we give the guests EXACTLY what they want, in the end, if they don't like it, or are unsure, we will change it free of charge. The bottom line is our guests know that they can be comfortable making changes, since they know that we are going to stand behind it (even if THEY just decide later it's not what they thought they wanted). We are in the business to not just make people look good, but they need to feel good too. It doesn't matter how beautiful the color is, if they're not comfortable in it, than it's our responsiblity to change it.
-
Permalink Reply by Daphne l. Arrington on -
Spot on Mrs Jackie
-
Permalink Reply by Trina on -
I agree with evrything posted here so far on this matter...my question is who pays for the redo product staff or salon and do they get paid for that time if they are non commission and if the guest requests another staff member in order to stay how are they paid if the owner is unavailable as a stylist.
-
Permalink Reply by Daphne l. Arrington on
-
Trina, we at our salon charge a redo back from the stylist who needed the redo done. The company can not take he financial hit everytime. We have redo in our system and at the point if sale, we ring in the first stylist as the service provider and enter the cost of the service that needed correction, then we ring in the service provider that serviced the redo and the same cost. The accounting zeros out. This way in our staff monthly one on ones you will have a record of redos. ( creates awareness to the owner on who is getting redos and why) it has helped us in the salon and has greatly reduced lack of consultation. When the stylist gets a charge back on services they are aware of the issue the guest had and understand) we also have had a huge reduction in redo numbers, once we started charging back the original stylist.
-
Permalink Reply by Trina on
-
ok i agree with what you are doing i am not clear on how you are doing it in your computer to make the accounting zero out if i ring out a service again than i need to charge somehow or i need a void I am not clear on what you are saying you do in the computer on ring out.
© 2012 Created by Chris Richards.
Website Apps