If you have a client who's always five minutes
late, 20 minutes after their appointments already
started, you want to stick around. Today we are
breaking down a real Reddit text exchange where
an esthetician finally says no more. She's putting
her foot down. If you're new here, welcome to
Beauty Babble where we talk shop about the real
stuff behind running a beauty business. I'm Doreen,
a brand and content strategist and former esthetician.
Hi, and I'm Suzanne. I'm a Sadesco certified
esthetician with over 30 years, former spa owner
and now an educator mentor to beauty pros. All
right. We found this Reddit thread that was just
an experience I think everyone can relate to.
So here is what this esthetician posted. Hi,
I'm a solo esthetician. I've had a client for
roughly eight months now and she is super difficult
to deal with. Always late, changing her appointments
or coming in for a lash fill with two lashes.
Today I had a super stressful day and of course
she's my last client and tells me she's running
22 minutes late. I had to put my foot down today
which was extremely hard for me to do as this
is the first time I've had to do something like
this and I have so much anxiety about it. Does
this ever get easier? I guess I just want advice
or validation that what I did was okay because
it feels awful to do. But again, I can't keep
having her walk over me. And of course, I don't
want to lose clients, but she causes me so, so,
so much stress. Almost every single appointment.
I can't stand the guilt tripping. All right.
Classic. Oh my God. I'm stressed for her. Right?
It is. She's right. It is. It is uncomfortable.
It's terrible that you even have to do it, you
know? For our listeners who aren't watching on
YouTube, I am sharing the text message thread
because she did post screenshots of the text
messages between her and her client. So I'll
read them and then we'll talk about it. All right.
So her client starts off. It's 4 47 p .m. The
appointment is at five. I'm just leaving work
right now. I might be a couple of minutes late.
I'm sorry. I'm rushing. And she says, okay, do
you know what time you'd be here by? GPS says
522. I'm sorry, but we're gonna need to reschedule
this time I have an appointment right after that
I'd be late for and my policy is if you are 15
minutes late or more I have to reschedule you
and collect a fee. I'm sorry I know I made an
exception for you last time, but unfortunately
I can't again I have availability 16 21 22 24
and 26. Just let me know what day works for you
So I think she handled that really well like
her response message was really polite concise
she gave alternate options I thought that was
amazing then the client goes on to say oh I thought
it was 5 15 okay but girl you're still gonna
beam it late and she didn't say that I'm saying
that yeah I know I know yeah and then the client
says already almost there my text notification
at 5 15 with you today so i would have only been
six minutes six or seven minutes late i have
the text confirmation here let's see now all
right and now she says i'm literally almost to
you she sends this screenshot date and time of
five o 'clock the date and time of five o 'clock
so her appointment was indeed at five o 'clock
So now it's 5 .08 and she's continuing to text
the aesthetician. We can skip eyebrow tint? That
would save time off the end of the visit. My
lashes are desperate and I'm almost there. Just
got your text about rescheduling because I'm
driving. What is your take on what's happening
so far with the client? First of all, she says
her appointment's at 5 .15. which it wasn't.
We have a screenshot that says it's five. And
she's at this point, she's like bargaining, right?
Yeah, I don't blame her. I get why they want
to bargain. But, you know, I'm glad to see that
this Lashtec or a restitution is sticking to
her guns this time. It sounds like she's from
the text messaging. She sounds like a person
who has been very pushy because as we've seen
the text and as you carry on, people will see
that. I just feel for her, the professional,
because this is almost a three -hour appointment
that she's losing out on, even if it's a fee,
which is terrible, you know, and I know she's
desperate, but this isn't her first, you know,
she's a repeat offender, as they say. It's not
her first time. Alright, so the esthetician says,
I'm sorry, Tara, but you will be 22 minutes late
and I don't have the time today. You're still
over 10 minutes away. I can definitely take you
another day this week or next week. I know it's
inconvenient because you're headed to me, but
I already made an exception last time. Let me
know if you're available next week at all. So
again, super great. Text that she's composed
apologizing acknowledging. It's inconvenient
and offering an alternative And she apologized
even though, you know, she's she wished she could
do it obviously and this this got to be so hard
though Like you say no once and you're like,
I hope they listen. No now you have to say no
repeat it. No. All right She client is not done
weren't you planning on being there the one and
a half hour duration of me getting lashes done
anyways, if we only did lashes That saves, that
shaves 20, 30 minutes off right there. So you
would still only be in your office for about
the same amount of time. I'm about six or seven
minutes away according to my GPA. I get what
you're saying, but you... We're planning on being
there for the duration of lashes. If we take
the eyebrow tint off, then that saves more time.
I didn't know that I was going to be running
late from work today. We had two people call
out. I was stuck in a room with a patient towards
the end of the shift and wasn't able to text
or call you. I had to finish with them first.
And she says I just want to know if it's worth
me still coming or not since I'm already so close
to you Just doesn't make sense to cancel if you
are planning on being there anyway for the next
at least hour or so Yeah, I don't have any other
time this week. I'm working on the lot week long.
This was the My only opportunity. I had a shit
week and I cried most of my lashes out because
my due date was my birthday yesterday. This is
my only opportunity. Alright, now we're guilt
tripping. That's what she, that's what the esthetician
meant when she was talking about being guilt
tripped. Again, the esthetician response says,
unfortunately, this time I can't accommodate.
I'm really sorry. Client says, okay. I would
have been there in 5 minutes. I'm so confused.
Because you still would have been there till
at least 6 .30 anyways. It's fine. I'll figure
it out. Definitely won't be there this week.
This was my only opportunity. Thanks anyways.
Taking the eyebrow tint off would have made up
the difference. She's incessant. Oh my gosh.
My text confirmation at 5 .15. But that's okay.
The esthetician responds and says, On my end,
your appointment was scheduled for 5pm. Whether
there was a miscommunication or not, this This
isn't the first time you've arrived late, and
I've already made accommodations in the past.
I understand you're upset, but I have to follow
my policies. You were over 20 minutes late, and
even if we skipped the brow wax, there wouldn't
have been enough time because it sounds like
you would have needed a full set, not a fill,
which requires more time than what was left.
It's hard for me to have to readjust my schedule.
If you'd like to reschedule, you can feel free
to see what I have available to book online.
Ending the conversation, she's trying to end
this conversation. But it's not over. Nick Lyon
says, I think we have both adjusted in the past
and I have also tried to be flexible for you.
I would have even taken the lighter fill to hold
me over. I had no idea I was going to be late.
I haven't eaten food all day. We had no nurses.
It's fine. It's like, oh my gosh. Oh my God.
And the statistician says, yes, I have asked
you to move your appointment in the past, but
that was days in advance. And I also offered
a discount for the inconvenience, which is different.
I hope you understand. Is that the end? That
was, that was it. That was it. Okay. I'm going
to stop sharing. Whew. Wow. Some like, I think
the back and forth, like some of the comments
on this Reddit post had said, you know, commended
her on how well she handled this situation. I
think she handled it beautifully. And a lot of
people said, you know, that was too much work.
Yes. Yeah. Right. All that texting. Oh, this
is why when, you know, working with people, I
said, how do you deal with your clients? Are
you communicating through DM, text messaging?
Probably 90 % is yes. And I'm just like, I wouldn't
personally I wouldn't be giving them that of
me per se. I have to make a confession. Well,
you know what in fairness I think You know what
they could have been like, okay, you're almost
here. I can't promise but let me see what you
have There sounds like she's a good client right
from what she said at the beginning doesn't really
want to lose her But same time you got to nip
this in the butt. Yeah, you know, I've been always
really direct all my life I think just who I
am if they did it the one time. I'm very straight
lower word and say listen I want you to understand
that I can do it this time if it ever happens
in the future I can't guarantee it I'm sorry
just please don't be upset with me promise me
those are the people you need to you know say
it unfortunately so when this conversation comes
up again they're usually a repeat offender those
that are always later on it sounds like this
one was yeah I think okay so I think that I I
can play this scenario out in my head. I think
I would have said, okay, fine. And then because
it was the last client of the day, and I would
have just shortened the appointment or - She
wanted the last client. She had someone out there.
That's why she couldn't do it. No. In her comment,
she said it was her last appointment of the day.
Having said that, I mean, it still doesn't matter.
This is the end of your day, right? Yeah. Okay,
so this is just me talking from personal and
I handled it terribly So let's just I would have
probably been like, yeah, sure just come we'll
take off the brow tent We'll do a lighter fill
or whatever But the problem is if I was to do
that a I think I run the risk of she's not gonna
be happy with her lashes She's gonna complain
that it was too light and couldn't you have put
a few more? B, she's going to do it even more.
I've totally blown my boundaries and my lines.
And I would have just hated myself. You know,
you would have just been like so upset with yourself
for compromising yet again. So I think agreeing.
I mean, this is worst case scenario. Maybe she
would have been grateful and she would have loved
her lashes. But I think just given the history
with this client and, you know, the esthetician
saying like it's a difficult client. She's always
late. Like I just think she needed to do this
in order to prevent it from continuing to happen.
Yeah, exactly. And I get it. I mean, like you
said, this comes up all the time. People have
mentioned this to me. How do you deal with this?
And I think you nailed it saying Is she really
going to be happy with a light fill? Probably
not, right? Yeah, I don't think so. I think too,
you have to honor yourself, which is most important
because she's probably was thrown off the rest
of her night, upset about it. What about she
books? I'm going to have to see her again. Like
this whole almost anxiety comes up inside you
having to deal with it. And it's just you got
to set the boundaries. and I applaud her for
sticking to her guns and saying no. And you know
what, if you do this, if I can give any advice
to people out there, your first time client should
know those boundaries. I'm not saying you have
to be rude about this. I'm not saying you have
to be that unfriendly professional. Just letting
them know to communicate, start, welcome, I'm
so glad you came. Did you have a chance to read
my policies? Just say it again because they don't
read. You can try. People don't read in general.
It doesn't matter if it's the doctor's office
telling you they're going to give you a fee if
you don't cancel, right? And then people are
shocked. What do you mean? It's written everywhere.
I think before that, you need to have a policy.
You need to have a policy and you need to have
it in writing. And I know that not every esthetician
has. website where they can have like this policy
but I think even if you are communicating with
your client and booking your Appointments in
text message I would have a little blurb saved
to my notes app and then at the end of every
message, you know I'd say okay, you're confirmed
your appointment is this day on 10 p .m. Or 10
a .m. And and then right behind just say please
note my cancellation policy Well, she had an
online booking so in the confirmation you can
change those notes and put that right in there
Yeah, she did but I'm saying for our listeners
or viewers who don't Don't have a place where
you can officially put a policy you need to include
it with every Booking it's part of like thanks
for booking note my cancellation policy If you
have an assistant where you're sending reminders
and you have the online booking perfect. It should
be included in every time you communicate with
your client, which sounds like overkill, but
I would do it. Oh, yeah. No, absolutely. And
then once it's been communicated and consistently
done, you know, make an exception for someone
else. And I get things happen. And I know it's
really hard. You know, like she had a terrible
day at work all week. I get that. And we're in
this industry because we're empathetic to people.
We service them. That's what this is. But at
the same time, you know, it's not professional
and not fair to you either. And I think if we
stick to that, our policies, make them clear
and do it and stick with it. And it's hard because
the other end of that is I get to hear the professionals
say to me, but I need the money. Well, I guarantee
you, you will attract the clients that respect
you if you demand the respect. Yeah, I agree.
it takes time, but you will have it because then
they just, I don't know, they just don't respect.
And it's kind of a behind the screen thing that
people do, whether it's, you know, a text, an
email, a social media comment, like people just
say things, right? And yeah, it's, you know,
you deserve to work in your environment where
people respect you for you as a professional.
And I think that's important. You can also offer
a first time grace, for example, like the first
time their appointment, you say, you know what,
this time, if you're late, I'm going to make
an exception, but please note, I do have a cancellation
policy. I know this doesn't happen often, or
this is a first time for you, whatever. Maybe
they have a sick kid or they had a flat tire,
whatever. You can make that first exception if
that is like, I mean, I know some professionals
who are like, no. I'm firm and they're comfortable
in that but if you're not comfortable in setting
those boundaries I would do a first time exception
but a reminder that this is the first and only
time and then that way you feel like you've you've
done your part and you haven't been unkind or
disagreeable and it's now it's on them second
time it's on them they need to cancel or pay
a fee even if you don't have anyone after you're
managing it you know you can squeeze them in
I don't tell them, oh, that's no problem because
I have no one after you today. I don't tell them
that. You need to still say, okay, I can do it
this time, but I can't do it next time. That's
it. That's my policy. You don't want to be that
strict. For those that have a really hard time
with this and then you're feeling flustered and
all that, upset, then maybe you say to them,
well, I can do it this time, but next time I
don't know if I could. And it's not that I want
to say no to you, but I have someone after and
I want to run on time. That's why I have appointments.
You say I can't wait for my next client waiting.
I think what you're doing is really important,
which is using I language, which is like I need
to I need to be ready for my next client. I don't
have time. So instead of being like, no, you
were late. Say no, I don't have time given. So
and then I this esthetician also did this which
is offered solution, you know, she offered an
alternate date you can you can offer I think
lash fills are tricky because it there's so much
like gray area where it's like well how much
of a fill am I doing but let's say somebody came
in for a full leg wax and a bikini wax But maybe
you can only do the bikini wax. So you can maybe
you make that exception. So you can say, listen,
I get things come up. I have a client right after
you. I can still do your bikini wax. I can do
one leg. I can do one leg and one bikini. Yeah,
I can do your bikini wax only or you can book,
you know, next week for everything and be on
time. The other thing I want to make a note on
this, which I've noticed happens a lot in our
industry today, is that the professional the
service provider is running late always runs
late shows up late so if you don't want your
clients doing it you can't be doing it too because
it's a reflection on you and this is something
it's a hard honest conversation that i have to
have with professionals sometimes they well you're
you're not setting the bar either yeah not respecting
them in their time they're definitely not going
to respect yours not saying that this person
did that like i'm not saying that it's just On
another side of that, look in the mirror what's
going on, how do you run your business, right?
The last suggestion I would make is just to make
sure that you document everything, make notes,
so that if somebody is being like, well, I haven't
done this before, you can pull it up and be like,
yeah, actually you have, and this is, or whatever.
If you do have a system where you can document
it within a booking system or put it in your
notes app, and that way you have something to
refer to. Yeah. Set your boundaries. Yeah. policies
in place will be your life saver. Let us know
in the comments if this has happened to you,
how you've handled it, maybe sharing some of
your policies. It's always interesting to see
what others are doing so we can learn from each
other. Awesome. I think that's it for this episode.
But if you enjoyed listening, subscribe and we'll
be back with another one soon. Thanks for listening
to Beauty Babble.