Sorry Michelle, When I gave my two cents I had not read yours yet. Sounds like you had already said the same thing. Angie Wingerter
----- Original Message ---- From: Michelle Phoenix <[EMAIL PROTECTED]> To: [email protected] Sent: Sunday, November 2, 2008 12:58:11 PM Subject: NailTech:: Re: Read my Nails Mag blog, and this too Or you could do what I have done w/ troublesome clients. I sit them down and explain to them that I'm clearly not satisfying their needs. For both our sakes, I've done some research and here is a list of other spas within your area, where you may find a style of service that better meets your needs. That pitch does one of two things. It either makes them shape up and treat me like a person, instead of a "service unit", or it makes them go away. No harsh words, no negativity, just another part of what makes me so awesome. I care about the clients' satisfaction, and if I can't do it, I want them to go somewhere that will. Good luck in whatever path you choose. M- Michelle Phoenix, Proprietor Wet Paint Nail Spa 141 Huron Avenue Cambridge, MA 02138 617.868.0620 www.wetpaintnailspa.com ________________________________ Date: Sun, 2 Nov 2008 15:44:34 +0000 From: [EMAIL PROTECTED] To: [email protected] Subject: NailTech:: Re: Read my Nails Mag blog, and this too Maggie, So you confront this client and what are you going to get out of it? The satisfaction that you told her off? I would think this through more before you do that. She has sent you two new clients? Well, you just might lose those two if she has the influence on them. Hmmm, I seem to remember a thread that was similar to this--was it teens? Was that your thread some time ago? Not in the fact that you wanted to tell them, but the possibility of losing other clients because of firing another. What harm would it be to let it go with this woman? When she tells HER side of the story to her friends, YOUR clients, they may believe her. You have no idea what she is going to tell them and then they may opt to find another tech. Can you afford to lose them? I would not send a letter. Why would you do that for her to show everyone? Why burn the bridge? I think you will look bad in the end if you do that. I have something similar going on with a client, but I will let you have this thread so others can help you through this. When I have time, I will write about what is going on with one of my clients. buenos dias, Lynnette ----- Original Message ----- 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 --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "NailTech" group. 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