Magazine for the professional nail industry.
Issue link: http://nailsmag.epubxp.com/i/213903
how to survive… Chronically Late Clients If clients are chronically late, it may be because you tolerate this disrespectful behavior. A little tough love should help instill new habits. "My customers run from the parking lot to the door if they are late, and are just a blur as they make their way from the door to the washroom to wash their hands. And they apologize for making me wait, even if they're just seconds late," says veteran salon owner Shari Finger, who explains how to train your customers to behave the way you want them to. First, the theory. Training a customer is accomplished by establishing rules, she says. When the rule is broken, you — the trainer — need to give the client a "correction." This is done by discussing the matter in a diplomatic fashion. When the rule is broken again, a tougher correction is given, such as rescheduling the offending client's appointment. Set policy. "My salon has a tardy policy that we enforce. When a customer comes into the salon for the first time, I have her fill out a client card. On the back, I have a statement about arriving late for appointments," says Finger. Enforce your policy. Finger reinforces the written policy each time a customer arrives late by putting it into her terms. She usually uses the line, "We are starting a little late today, so I will need to make up this time in your hour, because I wouldn't want my next client to have to wait for us to finish, just like I wouldn't want you to wait if I ran late with someone before you." If the customer continues the behavior, Finger will ask her to reschedule or offer her a later appointment time. Be consistent. The key to successful training is consistency. Your tardy policy must be enforced every day with every customer. And customers need to know the importance of that policy. Finger tells customers all the time how she realizes they are busy people and have places to be. "I know they have kids to pick up at soccer or meetings to get to." Reward good behavior. Another approach is to reward customers who always arrive on time with a treat like a free paraffin dip or nail art. While they receive this extra service, thank them for always arriving on time. This can also be used on customers who occasionally arrive late to heighten their awareness of the issue. If they know there are benefits to arriving on time, this might help them stop arriving late. Respect your own time. Always practice what you preach. If you don't want your customer to be late, don't consistently run late for her. If she sees that you respect her time, she will do the same for you. Serving Alcohol in the Salon Say cheers without any fears. 1. Work with your city to understand the laws/permits required for serving alcohol. "Work with your city and you may be surprised at the support you get. It is a very unique and unusual concept so you really have to explain what it is you are trying to do and the goal you are trying to achieve," says salon owner Canada Lytle of A Perfect 10 Nail Bar in Rapid City, S.D. 2. Make the decision to serve or sell. This decision will be influenced by the local laws in your area. If you're not selling alcohol, you might want to limit clients to one drink. "You have to be careful and watch your bottom line too. Alcohol can really add to your overhead," says Laura Scales of Graffiti Nail Bar in Memphis, Tenn. 3. If you are interested in serving alcohol for a salon party or grand opening event only, some states have special event permits that are available. It might be easier to serve alcohol for a one-time celebratory occasion rather than a regular basis depending on where your salon is located. 126 | NAILS MAGAZINE | 2013-2014 THE BIG BOOK 4. Talk to your insurance agent about serving alcohol to figure out what the liability issues are. 5. Get laws, rulings, and codes in writing. Keep track of who you talk to and do thorough research. Keeping these things in writing will help prevent any misunderstandings. 6. Develop an alcohol training program so everyone in the salon understands the rules and regulations behind selling and serving. 7. Whether you decide to serve or sell, consider using alcohol as a means to market your business. Create custom cocktails or serving glasses. Offer happy hour deals and an option to host salon parties for birthdays, weddings, or girls' night out. Think of signature service options for Valentine's Day or other seasonal occasions where a drink can be paired with a service. >>>