I’ve had a newish client for about a year and a half. She is NEVER happy with her hair from one appointment to the next(she comes every 4 weeks). I have PATIENTLY and COMPASSIONATELY worked with her to guide her, illustrate styling techniques to achieve her goals, pointed her to hair styling tutorials on KZitem so she can practice and be reminded of what all I’ve talked with her about. I have given her styling lessons(no extra charge for my time), talked with her about products, etc. When she leaves she’s “thrilled”. When she comes back, she’s not “happy” with her hair. She never knows what she wants. This last appointment I told her that I am out of “hair ideas”…I have no “hair magic” to offer her, considering her own limitations and unwillingness to try all of the things I’ve suggested. She, I am not exaggerating, went “round and “round with me for 30 minutes just TALKING about her hair!!! I finally said, “ticktock”. You need to decide something right now or I’ll have to reschedule you as I can’t be in a stale mate. She starts crying and I had to get on my knees and hold her hand and ask her what was really going on? She said she just wasn’t “feeling well”. She was bubbly and lively until I forced the issue. Her husband was with her and told me to go ahead and do what I had FIRST suggested at the start of her appointment! I did, she “loved it”, as usual. We ended in a high note, as always. However, that shook me! I felt angry and manipulated by her tears and then having to have her husband decide. I don’t work that way! Mind you, I’m retired but “took her on” as she approached me about doing her hair. I have to do her hair from my home, so her indecisiveness was eating up my time. She had no respect for that, even. I mulled it over through the night and called her the next morning to tell her how unhappy I am and that I no longer want to do her hair. I also gently told her that she had NEVER thanked me for all of the extra care I took with her. I also always served hot tea or beverages and a nice complimentary snack. I made my place so comfortable and inviting as I did when I ran my own studio. She sucked up every bit of my kindness! I still offered that if she chose to trust me and be pleasant that I would continue. She is on probation, so, we shall see if she can actually behave herself.
@dawnbradley
3 жыл бұрын
Thanks for watching! Has this helped tackle some of that unhappy client anxiety? Let me know
@darshirathod1213
Жыл бұрын
Hi need help one of my client was not happy after cut he came back in 20 minutes and start complaining and swearing and blaming me that I cut his few hair from his fringe and he was growing it for while and actually I did not cut bcoz he just wanted clipper number 1 side and back only and top is just slick back I offer him refund and he said that refund will not grow my hair back and I ask him what makes you happy or how can we resolve it ? And he said you think and he said he is been cutting his hair by himself and told me that his boy can cut better than me I apologise 100 times and he kept saying that don’t say sorry bcoz it makes me more angry . Plz suggest me something thanks
@MsFidget77
3 жыл бұрын
GREAT advice and plan of action, Dawn! Particularly if the client is irate over email or on social media---I have found that if you do not resolve the issue at hand through those channels and instead guide them to the phone or in person, then the playing ground is much more even and resolvable! Oftentimes, people that will ONLY communicate through online channels are too cowardly to communicate in person/and or are bully-ish in the sense that they only want a one sided conversation: THEIR side being the right side. Ones that are willing to communicate IN PERSON believe that a resolution is possible and that YOU are genuinely interested in helping them. Do NOT go tit for tat online. Have respect for yourself and for them by not falling in that trap.
@dawnbradley
3 жыл бұрын
Yess!!! I love that so much Erin. Sounds like you’ve dealt with this before huh? 🤦🏻♀️💗💗💗
@MsFidget77
3 жыл бұрын
@@dawnbradley yup!!!! Empathy, like you said, IS SOOO MUCH EASIER if you can make that eye contact, or hear the tone in their voice. it goes both ways!!!
@sofiesulaiman8597
2 ай бұрын
One of our spa client is very rude to all our staff. It makes our staff afraid, nervous, sad and humiliated when it comes to handle her. How we tell her (in the professional way) that we don't want her to come anymore to our spa?
@courtneyfeiden9514
2 жыл бұрын
How do you go about a client who wants a refund, but your policy does not provide refunds? Are there legalities they can take?
@emmaweekes8518
2 жыл бұрын
Honestly thank you so much for this, I work at a barber shop and accidentally made his med fade a high and tight because of miscommunication, I’ve been beating myself up about it, it’s a horrible feeling to have someone leave mad. Thank you for the advice this will help me not feel so bad as a stylist and make me a stronger one. Subscribed 😊
@sombersounds6757
3 жыл бұрын
This was so needed!!!
@dawnbradley
3 жыл бұрын
oh that makes me so happy to hear!
@sheaalexander9726
3 жыл бұрын
You are so relatable! I appreciate the advice. I really love your suggestion of "What do you feel is fair?" approach. Thanks for sharing!
@dawnbradley
3 жыл бұрын
oh yay! i love hearing that! Have you checked out my other videos?
@eagle13rodgerthatradar
Жыл бұрын
Wow she has a channel?
@wynth65
3 жыл бұрын
I've done this a few times actually! I'm so relieved 😌 ☺ thank you!
@dawnbradley
3 жыл бұрын
Yay!!! Im so glad! Its nice to know when youre doing things right isnt it!?
@wynth65
3 жыл бұрын
@@dawnbradley yes of course! It's a sigh of relief when you send them on their way
@dawnbradley
3 жыл бұрын
@@wynth65 that makes me so happy to hear!💗
@starmane8840
3 жыл бұрын
Excellent tips thank you and so true and relatable. Xo
@dawnbradley
3 жыл бұрын
Awe thanks! What one was your favourite?
@yoshiiididit3704
Жыл бұрын
This was soooo helpful! I had an unhappy client today and it really saddened me, I came to KZitem looking for some kind of positivity and guidance from someone who could understand, and came across your video. It was literally perfect! Thank you so much, it really boosted my mood and helped to realize it’s not the end of the world lol. I saved your tips as well🤎🙏🏾 God bless you, and your business.
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