They teach you a lot in “lash school,” but do you know what they don’t teach you?

How to fire a client.

You’re left to figure that little gem out for yourself. That is, unless you’ve landed on this page, in which case, welcome to your free lesson on how to fire a client!

But first, let me just say that you should really try to avoid firing clients. Think about why this client has become a major PITA (pain in the…you know what) and take responsibility in the demise of this client-provider relationship. Has there been a miscommunication between you both? Did you hand them a copy of your policies without talking them through the details?

On the other hand, you might have just got unlucky the day that client walked through your doors for their first appointment. At times like that, you’ll need to have the conversation of “it’s not me, it’s you” and let her down gently!

In this episode, I teach you how to fire a client with tact, dignity and the least amount of collateral damage.

{If you want to listen to the podcast episode on this topic, click on the player at the top of the post. Alternatively you can watch the video below, or read on…}

 

1. Plan of Attack

You definitely don’t want to make a habit out of firing clients. I’ve only fired ONE client in my lifetime. That’s it. Firing clients right, left and center means that the issue probably runs a little deeper than you think.

But, if you do have a genuine case against a client and you wouldn’t mind blacklisting them from your business, you need to work out your plan of attack. And by attack, I don’t mean a brawl in the middle of the salon to the horror of your other clients. I mean a professional action plan that lets you both walk away unscathed.

The first step is to get to the root of the reason why this relationship went belly up.

The blame doesn’t rest on the client alone. Now, that’s not to say they don’t have a hand in it, they probably do. But, you also had a role (50% to be exact) in the demise of the relationship.

Understanding where YOU went wrong will help you to avoid making the same mistake again in the future. Take the experience as a lesson that you can grow and evolve from.

2. Get out of your head and don’t let your emotions take over

Our emotions can get in our way in tense situations such as, oh I don’t know, telling a client to hop on their high horse and gallop out of your life?

You don’t want to give your emotions control over the situation. Tensions are running high enough as it is. When you add a dose of anger, resentment or frustration into the mix, it makes for a nasty concoction.

I suggest that you try to approach the confrontation from a place of peace.

You don’t have to meditate or vow a pledge of silence for this one.

My trick to remove emotion from the narrative is to focus on a month from now. Think about going about your day knowing you don’t have to deal with that particular client anymore. You don’t have to dread their appointments.

When you focus on the future relief that’ll come from the very awkward but necessary confrontation, you’re more likely to be in control of your emotions because the end goal is at the forefront of your mind.

You can’t lose your temper in the heat of the moment. Never respond until you’ve got a healthy mindset. Accept that it’s going to be uncomfortable. Don’t drag it out. Keep it short and make sure that the way you handle the situation will make you feel proud of how you represent your business.

 

3. Tips for firing a client with tact

 

Okay so now that we’ve got all the formalities out of the way let’s get into the tips!

 

Tip #1

 

First up is to use more “I” statements when speaking to the client. Saying “I” a lot more in your “break-up conversation” helps to avoid feelings of blame.

 

Here’s an example of how you might incorporate “I” into the discussion:

 

“You know, Suzy, it seems we keep running into the same issues, and I can tell we’re both getting frustrated. I’ve decided that I am unable to provide you with lash services anymore.”

 

It’s good, right? I mean, it’s not good news for her, but it’s simple enough for you to remember, gets your point across, and you aren’t pointing all the blame at the client.

 

You might want to follow up by suggesting a few alternative lash businesses she could try. But, be kind. Don’t send the crazy ones to a solo lash artist who will have to deal with it on their own. Go for a franchise business. That way, she can circulate the crazy around a bunch of other artists instead of clinging to just one.

 

Tip #2

 

My next tip is to keep the conversation short and sweet and prepare for it as much as possible. You could even write out a script for yourself so that you’ve got your words down on paper and they’re easy to remember.

 

It also helps if there’s a triggering event. Maybe a client has canceled too many appointments. Or, she demands a free one because she had poor retention (due to her own negligence).

 

It might help to have a pre-made text message you can just send out to her. Something like this:

 

 “Unfortunately, it seems that you’re unhappy with the services I offer. At this point, I have decided I’m no longer able to provide you with lashes anymore. Thank you for your understanding, and I wish you well.”

 

 

Tip #3

Once you’ve fired a client, that should be the end of it. You’ve got to be final about your decision. Don’t let the client or anyone else draw you into a negotiation if you know things won’t get any better.

Don’t let the client make you feel guilty or try and manipulate you to run your business their way. Keep a level head. And, don’t feed into any attacks, outbursts, or behavior your mama wouldn’t be proud of!

If you have to, say, “My decision is final.”

Or…

“I pride myself on running my business efficiently and effectively, and this kind of behavior is making that difficult. I am sorry, but my decision is final.”

Tip #4

You’ve probably been taught this life lesson from your diaper days, but here it comes again!

If you have nothing nice to say, don’t say anything at all.

It’s better for you and your business to keep your mouth shut than put your foot into it.

Sometimes it can be difficult, especially if you’re dealing with a whole ‘out of this world’ level of crazy. But, you still have to be tactful, respectful and professional. If you can’t do that, it might be better for you to cut them off. Not ‘ghosting’ them (per say), but just not replying after you’ve sent the final “this is over” text or ended the conversation.

Be true to you. Protect you.

Ensure every interaction you have with a client reflects who you WANT and ASPIRE to be.

**Disclaimer**

This episode comes with a rather big disclaimer. Usually, I’d ask you to share this episode and tag me and so on. But, I DO NOT recommend you sharing this on any social profile where you market your business! Let’s keep this episode between us lash gals.

 

What I would love for you to do is write a review or leave me a comment if this episode helped bring you some relief that you now have some tools in your arsenal to handle sticky client situations in the future!

Have a Good One!

Tara Walsh

The Lashpreneur