Maggie, This is the hardest part of this job for me. It is easy to say this is what you should do, but actually doing it is the part I have trouble with. I hate confrontation and try to avoid it at all cost so I don't know how I really would handle it, but calling her before she has a chance to call you does sound like the best idea. Maybe you could say something like this...After listening to your last voicemail it is clear to me that you are not pleased with the way I handle my business. I understand that it would be more convienent for you if I had a receptionist to handle my calls. That is just not the way I like to run my business, so I am referring you to another nail tech that I think you will be very satified with. She will acomodate you better and her name and number is.... Thank you for the business you have given me and (now go to hell!) Just kidding. I don't know how you would end it. Try to call her when you think you will get her voicemail and leave the message and be done with it.
Angie Wingerter ----- Original Message ---- From: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]> To: [email protected] Sent: Sunday, November 2, 2008 7:28:21 PM Subject: NailTech:: Re: Read my Nails Mag blog, and this too ok Maggie, take a deep breath, relax, and work on your ' i can't seem to make you happy so you will have to find somewhere where they CAN make you happy' Just be calm, be professional and remember that if you can manage to actually sound cheery when you make the speech it will be very therapuetic for you and REALLY let the client know just how happy you are to let her go! lol! Always take the high road and you will never have any regrets, Pam -----Original Message----- Date: Saturday, November 01, 2008 11:27:11 pm To: "1Nail?Tech?list" <[email protected]> From: "Maggie is Fabulous" <[EMAIL PROTECTED]> Subject: NailTech:: Read my Nails Mag blog, and this too So... if you follow the blog on the Nails Magazine website (http://blogs.nailsmag.com/maggie) you're already up to date. If you don't follow my blog I'll give you a few minutes to catch up... (insert Final Jeopardy music here)... ok, ready? Ugh. So, I HAVE to do something about this woman! For those who just refuse to read my blog, here's a summary: I have a client who has been with me for 7 years now. About once a year, she stands me up. She has a lot of health issues-- mystery health issues that the Drs can't seem to diagnose properly-- and, for the most part, she's a reliable client so for that one appointment per year, I don't freak out. However, she also rarely apologizes when she misses an appt, and she NEVER offers to compensate me. To be fair; I don't tell her she owes me either, but I do know she's aware of the policy and yet she can't even bother to bring me a latte. She also NEVER tips me. Which wouldn't be an issue worth mentioning, EXCEPT that-- let's face it-- she doesn't do anything to bank "brownie points" for the times when she ticks me off. So 6 weeks ago she stands me up again. I call her when she's 15 minutes late and she answers her phone and seems genuinely put out that I am calling her. She tells me she's on her way to a funeral, so I say "OH! OK! Well, I hope it's nothing too traumatic! Just give me a call later and we'll get you rescheduled." Which she never did. 2 weeks later she shows up at the salon 2 hours before I am scheduled to be there. When I get to the salon, my co-worker tells me this client had been there and then left. ??? I wondered why she had come in? Afterall, I had never heard back from her about rescheduling her appt and her next regular appt was still on the book for 3 days later that week. I called. She tells me that she and her co-worker (who also recently became my client) decided to switch appts. Except it turns out that Co-worker thought her appt was on Monday, when it was actually on Tuesday-- which is why I wasn't there! (yeah, I do usually work Mondays.) Well, they ended up working it out and keeping their respective appointment times, but when I saw J. she didn't even mention missing her last appt, let alone apologize for it. Whatever. So a week ago, I get these voicemails from her. One just says that she has a new client for me and that I should call her back at her work number. An hour later she left another message that has had me hoppin mad ever since. Well, everytime I try to formulate a response and return her call, I end up so dang mad I just want to kick something. Which was not making me proud of myself because her NEXT regular appt was scheduled for last Thursday (2 days after I got the calls.) I really wanted to get in contact with her and have it out before she came in to get her nails done... on the other hand, I wasn't entirely sure she was going to keep her appt. Sure enough, I didn't get ahold of her before her appointment on Thursday and she didn't keep it. She DID call to cancel! 11 minutes before she's supposed to be there! And her excuse is that she's at the Dr's office getting some medication because "they" think she has strep throat-- she also managed to mention that she'd been at home sick for the last 2 days. Home sick for 2 days, but it just occurred to you that you won't be making it to your nail appt? Unfortunately I was with a client when she called-- I answered the phone, but didn't think it was appropriate to go off on her in front of a client. Ugh. Quite frankly. I am so over her and I don't want her in my chair again. And maybe she feels the same, maybe she has no intention of ever coming back? I don't know. But I do know that I NEED to make contact with her and have my say, not just let her slip quietly into X-client-land. But since it's been this long-- and in case she ACTUALLY has strep-- I'm not sure if a phone call is still appropriate. A letter? An email? Mostly I just want to rant about her. It's been a LONG time since a client has ticked me off this bad! Maggie Franklin: Attitudes Salon; Visalia, CA Now Blogging for Nails Magazine online! http://blogs.nailsmag.com/maggie/ http://www.nailsbymaggie.biz "Visionary rebel dreamer; obviously way ahead of my time." --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "NailTech" group. 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