Through your cosmetology education you’ll learn a host of do’s and don’ts, but what you may not learn first hand is how to handle clients who refuse to abide by simple etiquette and good manners. Working with people isn’t always a fairytale but we have a few tips to help you continue your happily ever after…
First Impressions
A customer’s first impressions of you can make the difference between a returning client and someone who recommends you to friends, or a short list of clientele. When you first meet and consult your new customers make sure you listen to what they want and offer suggestions of cuts and styles that would complement them best. You’re the professional and your new clients look to your expertise and advice on the best cuts. Avoid being pushy, offensive and impatient or you’ll likely watch that customer ride off into the sunset and never return.
Bad Apples
Unfortunately, you will come across customers who aren’t happy with their look, are impatient, snappy, rude, and condescending. The most important thing to remember is that you should always maintain your professionalism and composure. If your customer is unhappy with the cut and style you just gave them, discuss what you can do to fix the style, offer suggestions and ultimately, come to a positive resolution. Be honest and apologetic. It’s possible you misunderstood the client’s requests.
As for the bad apples of the bunch, who can drive you to tears or fits of frustration, do your best to offer solutions. Don’t respond to bad behavior with bad behavior. If you’re at your wits end, recommend another stylist who might be better suited to handle the client or suggest they discuss their concerns with the manager.
Watching the Clock Like Cinderella
It will happen more often than you’d like but your clients will run late and for some they won’t apologize or even consider their tardiness infringes on your lunch break or your other clients. For first time offenders it’s best to be up-front and honest and remind those late-comers that although you enjoy and look forward to their appointments, other clients are waiting. Suggest that they call in case they’ll be late next time so you can adjust your schedule accordingly. And, if you're already with another client, simply recommend another stylist, manicurist or esthetician to take care of the late-comer.
Happily Ever After
Your income is based on your returning clients. To keep your clients happy, it’s important to be sure you understand what they expect from you, such as professionalism, expertise on the latest trends and cuts, and suggestions on how to maintain their look and products to help them do so. Remember, selling products and merchandise also translates into increased income in your pocket. Marketing your skills and maintaining professionalism with each client is necessary for a “happily ever after” relationship with your clientele.
