Fire her. First of all-- when she yelled at "Mr. Smith" she gave you the PERFECT opening to say something! That was the exact moment you should have looked VERY disapprovingly at her and scolded her with a, "Now, Lily! That's not very considerate of you! You sit through Mr Smith's and his wife's appointments every other Saturday with no regard for THEIR time that THEY are paying for!" But basically, you need to call her up or not schedule an appointment right after her next one so you can tell her what's what. You need to let her know that her behavior toward Mr. Smith was UNACCEPTABLE and that you will not allow her to treat your other clients so rudely! Point out her little tantrum and that ALL your clients deserve to enjoy their reserved time with you, not just her, so if it's that important to her that she be allowed to use her appointment however she chooses, then she needs to extend the same courtesy and respect to your other clients! And btw, yakking on the cell phone through her appointment with you IS sort of rude to YOU. Let her cry. If the tears are really a sign of her incredible sensitivity (cough cough) then you can point out how she obviously feels so bad for her horrid behavior and tell her that you are sure she didn't MEAN to be such a snot and you're sure she'll never be disrespectful to your other clients again. As for the drying-- yee gads! I know what you mean. You're just going to have to tell her, "Hey look. I use top notch top coat on you, it's DRY in 10 minutes! I mean DRY! You don't need a dryer and I can't allow you to continue to use my gel lamps to dry polish. That's not what they're for. Please stop." (Can you unplug them when she comes in? I know it's easier for me to unplug mine than it would be for me to take them off my desk.) In the long run, I have every expectation that you are going to have to let this one go, plain and simple. For one thing, you risk losing Mr. AND Mrs. Smith-- and two is more than one, so Lily loses. For another, if her histrionic personality is anything like what I've dealt with in the past, calling her out will just make her future behavior worse. It's easier to just let her go now.
Maggie Franklin: Attitudes Salon; Visalia, CA "Visionary rebel dreamer; obviously way ahead of my time." Maggie's Website Maggie's Blog Maggie Rants [and Raves] Myspace Facebook --- On Tue, 9/8/09, [email protected] <[email protected]> wrote: From: [email protected] <[email protected]> Subject: NailTech:: clients behaving badly To: [email protected] Date: Tuesday, September 8, 2009, 7:28 PM ok, I need some feed back. I have this client, we'll call her Lily. Lily likes to dry her polish for 45 minutes every saturday. I've been too nice. well then there my other client couple the "Smiths" The Smiths come after Lily every other week on saturday at 12. They are nice and have never complained about Lily not leaving. In fact most times everybody talks and gets along. Ok,so one night Mrs Smith was getting a haircut and Mr Smith came in to say Hi. I was alone. (which was fine,not a perv) anyway so here comes Lily for her non-saturday appt. she's yackity yacking away on the phone. So Mr. Smith start teasing her saying things like Hey Lily that phone is growing out of your ear. Well Lily gets really CHAPPED OFF,and screams at Mr Smith "THIS IS MY TIME THAT I PAY FOR GET OUT!!!!) Poor thing he was mortified as I was, but he left apologizing all over himself. (she's a bit of a drama queen in the guise of a big sweet crybaby) so now on regular saturdays Mrs Smith is obviously uncomfortable and Mr Smith is nowhere near my office, hiding out at the other end of the hall( scared, embarassed ??) anyway she doesnt take hints or even direct requests well. I want her to leave after her few minutes of drying but she wont. I have removed the dryer because I hate the space it wastes on my desk for 2 or 3 clients that I actually still polish. I think seche vite works great and doesnt need much help. She hasnt been in yet to see that the dryer is gone ( she's gonna poop ) I've even thought removing the settee I have in my small 9X12 room to get the point across but hate to punish everyone for one persons rudeness.Also I have my gel light ($15 bulbs X 4) for which I have have asked her not to use to no avail. she uses them as I am polishing her. Now it seems I'll have to remove that as well, but I LIKE my setup. If I tell her anything she's gonna cry. she cries about everything. She monopolizes conversations, wants all the attention and my other clients all feel sorry for the sweet sensitive poor upset lady! What to do???? Nicole Tausch 210-495-0047 San Antonio Tx --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "NailTech" group. To post to this group, send email to [email protected] To unsubscribe from this group, send email to [email protected] For more options, visit this group at http://groups.google.com/group/nailtech?hl=en -~----------~----~----~----~------~----~------~--~---
