5 things salon owners wish clients would understand!

It has happened to every salon owner, stylist, nail tech, and makeup artist - a client walks in for their appointment, sits at a designated work station and ungratefully complains about something at the salon. You maintain your composure and let the comment slide. Once finished with the client, they walk up to pay at the reception area and begin to make a fuss as soon as they see their bill. You feel the need to say something in your defence, but instead, you apologise to the client and attempt to calm them, hoping you will avoid a negative review online. The customer pays and storms out of the salon. Instead of biting your tongue, you wish you could explain to your customers why things are the way they are. Here are some of the most common things salon teams wish their clients knew about their trade.

Pricing

By far the most irritating thing that bugs salon teams are customers who complain about their pricing. This commonly occurs in the hair & beauty industry for a number of reasons. Typically, customers compare your prices to those of other salons, or they simply don’t expect to pay so much for your treatments or products. If a customer previously visited a lower-quality salon and then a more upscale one, it is no surprise they are shocked by the price differences - they are comparing two different quality businesses. To reduce the shock factor your prices have on customers, it is important to explain to them why your prices are what they are. The quality of products used, trained staff and long lasting effects all have impact on your price, so make sure clients know this.

Communication

Who in their right mind decides to text or call their hairdresser at two in the morning in order to book a treatment? Unfortunately, salon clients. Although every business owner loves to stay busy, contacting them way after working hours is one way to end up being blacklisted. Salon owners and stylists need their beauty sleep, and some clients just don’t take this into consideration. Catch some z’s by making sure you are not handing out your personal number to clients (read why you shouldn’t share your personal number, here), as they will be calling you all night! Instead, you have Booksy at your disposal to help! Activate your online booking system and let customers book 24/7, without disturbing you.

No-shows

A true salon nightmare - no-shows not only frustrate staff, they also leave holes in their appointment books, during which staff are left waiting to fill in. Clients think that filling in the empty slot is no problem for the salon, however, staff need to promote the free slot on social media or call booked clients and ask them if they would like to move their appointments for the time. If no one books the slot, staff may be left lollygagging and your salon loses money. Every day, salon teams look for effective ways to avoid no-shows. A proven method is to enable non-refundable prepayments or cancellation fees to secure your bookings, or deny access for a no-show customer who tries to book with you online. It is important that you speak with your customers on this matter and inform them on the side effects of having a no-show at the salon. Booksy lets you both easily protect yourself from no-shows and run last minute discounts to fill in the gaps in your calendar.

Ridiculous requests

Have you had a customer visit your business with their own hair dye and requested that you apply it? They might not think anything of it, but you on the other hand are probably fuming on the inside. Not only is this disrespectful to you and your staff, but also shows the client’s penny-pinching habits. A customer may also be bringing in their own product because they think it is the best, but it is better to have a treatment with a professional-approved product. Additionally, you may be held accountable if after using the client’s product their hair gets ruined. Next time a client enters your salon with a bottle of store-bought dye, mention that you are not familiar with the product and that you only utilise professional-grade hair products. It may also strengthen your position as an expert in the field if you explain the benefits of your products vs those bought at the local chemists. Customers who have a tendency to bring in their own products should be tagged appropriately in your Booksy clients section. Next time they book a visit, you will know what to expect from them, allowing you to prepare accordingly.

No children rules

Children at the salon can be a nightmare for the staff, especially if they are rowdy. Your stylists have curling irons, hairdryers and shears at their work stations, which can be a safety hazard for children. When stylists deny access to clients with children, it is mainly because of this, but also, other customers visit the salon in order to relax and unwind, and a crying child a workstation over will not help. To appease both parties, ask the client with children if it is alright to reschedule their booking, then check your Booksy appointment book. Look for any other free slots to work for the client with their children and make sure your work stations are cleared of any dangerous equipment. For future bookings, make sure to note that this client may come to the salon with their children and that you should ask other clients if they are alright with this.

Although the customer is king, you wish they were more informed on your salon policies! But let’s face it, they pay for your services and don’t take into account the inner workings of your business. However, to help you prepare for their arrival, you have a reliable hair & beauty salon software on your side! Grab your free Booksy account to help you stay in control of your enterprise!