WEBVTT 00:00:00.000 --> 00:00:03.240 If you have a client who's always five minutes 00:00:03.240 --> 00:00:06.360 late, 20 minutes after their appointments already 00:00:06.360 --> 00:00:09.359 started, you want to stick around. Today we are 00:00:09.359 --> 00:00:12.439 breaking down a real Reddit text exchange where 00:00:12.439 --> 00:00:15.400 an esthetician finally says no more. She's putting 00:00:15.400 --> 00:00:19.300 her foot down. If you're new here, welcome to 00:00:19.300 --> 00:00:22.079 Beauty Babble where we talk shop about the real 00:00:22.079 --> 00:00:24.739 stuff behind running a beauty business. I'm Doreen, 00:00:25.059 --> 00:00:27.859 a brand and content strategist and former esthetician. 00:00:28.000 --> 00:00:29.800 Hi, and I'm Suzanne. I'm a Sadesco certified 00:00:29.800 --> 00:00:33.259 esthetician with over 30 years, former spa owner 00:00:33.259 --> 00:00:36.399 and now an educator mentor to beauty pros. All 00:00:36.399 --> 00:00:40.560 right. We found this Reddit thread that was just 00:00:40.560 --> 00:00:43.439 an experience I think everyone can relate to. 00:00:43.979 --> 00:00:47.560 So here is what this esthetician posted. Hi, 00:00:47.719 --> 00:00:50.299 I'm a solo esthetician. I've had a client for 00:00:50.299 --> 00:00:53.140 roughly eight months now and she is super difficult 00:00:53.140 --> 00:00:55.799 to deal with. Always late, changing her appointments 00:00:55.799 --> 00:00:58.500 or coming in for a lash fill with two lashes. 00:00:59.039 --> 00:01:01.619 Today I had a super stressful day and of course 00:01:01.619 --> 00:01:03.840 she's my last client and tells me she's running 00:01:03.840 --> 00:01:07.180 22 minutes late. I had to put my foot down today 00:01:07.180 --> 00:01:09.920 which was extremely hard for me to do as this 00:01:09.920 --> 00:01:12.719 is the first time I've had to do something like 00:01:12.719 --> 00:01:16.510 this and I have so much anxiety about it. Does 00:01:16.510 --> 00:01:19.310 this ever get easier? I guess I just want advice 00:01:19.310 --> 00:01:21.709 or validation that what I did was okay because 00:01:21.709 --> 00:01:25.469 it feels awful to do. But again, I can't keep 00:01:25.469 --> 00:01:28.349 having her walk over me. And of course, I don't 00:01:28.349 --> 00:01:32.209 want to lose clients, but she causes me so, so, 00:01:32.310 --> 00:01:34.909 so much stress. Almost every single appointment. 00:01:35.049 --> 00:01:38.769 I can't stand the guilt tripping. All right. 00:01:39.170 --> 00:01:43.409 Classic. Oh my God. I'm stressed for her. Right? 00:01:43.489 --> 00:01:46.790 It is. She's right. It is. It is uncomfortable. 00:01:46.790 --> 00:01:48.890 It's terrible that you even have to do it, you 00:01:48.890 --> 00:01:52.189 know? For our listeners who aren't watching on 00:01:52.189 --> 00:01:55.049 YouTube, I am sharing the text message thread 00:01:55.049 --> 00:01:57.670 because she did post screenshots of the text 00:01:57.670 --> 00:01:59.930 messages between her and her client. So I'll 00:01:59.930 --> 00:02:02.170 read them and then we'll talk about it. All right. 00:02:02.189 --> 00:02:06.129 So her client starts off. It's 4 47 p .m. The 00:02:06.129 --> 00:02:09.469 appointment is at five. I'm just leaving work 00:02:09.469 --> 00:02:11.509 right now. I might be a couple of minutes late. 00:02:11.629 --> 00:02:15.639 I'm sorry. I'm rushing. And she says, okay, do 00:02:15.639 --> 00:02:18.900 you know what time you'd be here by? GPS says 00:02:18.900 --> 00:02:22.830 522. I'm sorry, but we're gonna need to reschedule 00:02:22.830 --> 00:02:25.409 this time I have an appointment right after that 00:02:25.409 --> 00:02:28.129 I'd be late for and my policy is if you are 15 00:02:28.129 --> 00:02:31.090 minutes late or more I have to reschedule you 00:02:31.090 --> 00:02:33.629 and collect a fee. I'm sorry I know I made an 00:02:33.629 --> 00:02:35.669 exception for you last time, but unfortunately 00:02:35.669 --> 00:02:40.689 I can't again I have availability 16 21 22 24 00:02:40.689 --> 00:02:43.789 and 26. Just let me know what day works for you 00:02:43.789 --> 00:02:45.810 So I think she handled that really well like 00:02:45.810 --> 00:02:50.710 her response message was really polite concise 00:02:50.710 --> 00:02:55.810 she gave alternate options I thought that was 00:02:55.810 --> 00:02:59.370 amazing then the client goes on to say oh I thought 00:02:59.370 --> 00:03:02.449 it was 5 15 okay but girl you're still gonna 00:03:02.449 --> 00:03:05.449 beam it late and she didn't say that I'm saying 00:03:05.449 --> 00:03:08.129 that yeah I know I know yeah and then the client 00:03:08.129 --> 00:03:11.949 says already almost there my text notification 00:03:12.280 --> 00:03:15.939 at 5 15 with you today so i would have only been 00:03:15.939 --> 00:03:18.939 six minutes six or seven minutes late i have 00:03:18.939 --> 00:03:23.879 the text confirmation here let's see now all 00:03:23.879 --> 00:03:26.759 right and now she says i'm literally almost to 00:03:26.759 --> 00:03:31.740 you she sends this screenshot date and time of 00:03:31.740 --> 00:03:34.960 five o 'clock the date and time of five o 'clock 00:03:34.960 --> 00:03:37.979 so her appointment was indeed at five o 'clock 00:03:38.300 --> 00:03:41.520 So now it's 5 .08 and she's continuing to text 00:03:41.520 --> 00:03:47.180 the aesthetician. We can skip eyebrow tint? That 00:03:47.180 --> 00:03:50.379 would save time off the end of the visit. My 00:03:50.379 --> 00:03:53.300 lashes are desperate and I'm almost there. Just 00:03:53.300 --> 00:03:55.240 got your text about rescheduling because I'm 00:03:55.240 --> 00:03:59.580 driving. What is your take on what's happening 00:03:59.580 --> 00:04:03.280 so far with the client? First of all, she says 00:04:03.280 --> 00:04:06.169 her appointment's at 5 .15. which it wasn't. 00:04:06.289 --> 00:04:09.090 We have a screenshot that says it's five. And 00:04:09.090 --> 00:04:11.449 she's at this point, she's like bargaining, right? 00:04:12.210 --> 00:04:14.949 Yeah, I don't blame her. I get why they want 00:04:14.949 --> 00:04:17.970 to bargain. But, you know, I'm glad to see that 00:04:17.970 --> 00:04:20.730 this Lashtec or a restitution is sticking to 00:04:20.730 --> 00:04:24.050 her guns this time. It sounds like she's from 00:04:24.050 --> 00:04:26.410 the text messaging. She sounds like a person 00:04:26.410 --> 00:04:30.610 who has been very pushy because as we've seen 00:04:30.610 --> 00:04:33.430 the text and as you carry on, people will see 00:04:33.430 --> 00:04:36.589 that. I just feel for her, the professional, 00:04:36.709 --> 00:04:38.829 because this is almost a three -hour appointment 00:04:38.829 --> 00:04:41.430 that she's losing out on, even if it's a fee, 00:04:42.050 --> 00:04:44.009 which is terrible, you know, and I know she's 00:04:44.009 --> 00:04:46.730 desperate, but this isn't her first, you know, 00:04:46.850 --> 00:04:48.959 she's a repeat offender, as they say. It's not 00:04:48.959 --> 00:04:51.079 her first time. Alright, so the esthetician says, 00:04:51.399 --> 00:04:54.500 I'm sorry, Tara, but you will be 22 minutes late 00:04:54.500 --> 00:04:56.899 and I don't have the time today. You're still 00:04:56.899 --> 00:04:59.579 over 10 minutes away. I can definitely take you 00:04:59.579 --> 00:05:01.939 another day this week or next week. I know it's 00:05:01.939 --> 00:05:03.699 inconvenient because you're headed to me, but 00:05:03.699 --> 00:05:06.439 I already made an exception last time. Let me 00:05:06.439 --> 00:05:09.259 know if you're available next week at all. So 00:05:09.259 --> 00:05:13.060 again, super great. Text that she's composed 00:05:13.060 --> 00:05:16.360 apologizing acknowledging. It's inconvenient 00:05:16.360 --> 00:05:19.800 and offering an alternative And she apologized 00:05:19.800 --> 00:05:22.300 even though, you know, she's she wished she could 00:05:22.300 --> 00:05:25.139 do it obviously and this this got to be so hard 00:05:25.139 --> 00:05:26.920 though Like you say no once and you're like, 00:05:27.019 --> 00:05:28.939 I hope they listen. No now you have to say no 00:05:28.939 --> 00:05:32.540 repeat it. No. All right She client is not done 00:05:32.540 --> 00:05:35.660 weren't you planning on being there the one and 00:05:35.660 --> 00:05:38.139 a half hour duration of me getting lashes done 00:05:38.139 --> 00:05:42.490 anyways, if we only did lashes That saves, that 00:05:42.490 --> 00:05:46.329 shaves 20, 30 minutes off right there. So you 00:05:46.329 --> 00:05:48.089 would still only be in your office for about 00:05:48.089 --> 00:05:50.389 the same amount of time. I'm about six or seven 00:05:50.389 --> 00:05:52.689 minutes away according to my GPA. I get what 00:05:52.689 --> 00:05:55.600 you're saying, but you... We're planning on being 00:05:55.600 --> 00:05:58.040 there for the duration of lashes. If we take 00:05:58.040 --> 00:06:00.839 the eyebrow tint off, then that saves more time. 00:06:01.939 --> 00:06:03.879 I didn't know that I was going to be running 00:06:03.879 --> 00:06:06.639 late from work today. We had two people call 00:06:06.639 --> 00:06:09.259 out. I was stuck in a room with a patient towards 00:06:09.259 --> 00:06:11.459 the end of the shift and wasn't able to text 00:06:11.459 --> 00:06:14.139 or call you. I had to finish with them first. 00:06:14.930 --> 00:06:17.370 And she says I just want to know if it's worth 00:06:17.370 --> 00:06:20.810 me still coming or not since I'm already so close 00:06:20.810 --> 00:06:23.490 to you Just doesn't make sense to cancel if you 00:06:23.490 --> 00:06:25.610 are planning on being there anyway for the next 00:06:25.610 --> 00:06:30.009 at least hour or so Yeah, I don't have any other 00:06:30.009 --> 00:06:33.029 time this week. I'm working on the lot week long. 00:06:33.430 --> 00:06:36.860 This was the My only opportunity. I had a shit 00:06:36.860 --> 00:06:40.079 week and I cried most of my lashes out because 00:06:40.079 --> 00:06:43.319 my due date was my birthday yesterday. This is 00:06:43.319 --> 00:06:45.740 my only opportunity. Alright, now we're guilt 00:06:45.740 --> 00:06:47.959 tripping. That's what she, that's what the esthetician 00:06:47.959 --> 00:06:49.500 meant when she was talking about being guilt 00:06:49.500 --> 00:06:53.199 tripped. Again, the esthetician response says, 00:06:53.360 --> 00:06:55.680 unfortunately, this time I can't accommodate. 00:06:55.899 --> 00:06:59.750 I'm really sorry. Client says, okay. I would 00:06:59.750 --> 00:07:02.290 have been there in 5 minutes. I'm so confused. 00:07:02.389 --> 00:07:05.410 Because you still would have been there till 00:07:05.410 --> 00:07:08.589 at least 6 .30 anyways. It's fine. I'll figure 00:07:08.589 --> 00:07:10.889 it out. Definitely won't be there this week. 00:07:10.930 --> 00:07:13.230 This was my only opportunity. Thanks anyways. 00:07:13.370 --> 00:07:15.750 Taking the eyebrow tint off would have made up 00:07:15.750 --> 00:07:18.790 the difference. She's incessant. Oh my gosh. 00:07:19.449 --> 00:07:22.310 My text confirmation at 5 .15. But that's okay. 00:07:23.170 --> 00:07:26.629 The esthetician responds and says, On my end, 00:07:26.629 --> 00:07:29.509 your appointment was scheduled for 5pm. Whether 00:07:29.509 --> 00:07:33.920 there was a miscommunication or not, this This 00:07:33.920 --> 00:07:36.600 isn't the first time you've arrived late, and 00:07:36.600 --> 00:07:38.980 I've already made accommodations in the past. 00:07:39.439 --> 00:07:41.660 I understand you're upset, but I have to follow 00:07:41.660 --> 00:07:44.379 my policies. You were over 20 minutes late, and 00:07:44.379 --> 00:07:46.720 even if we skipped the brow wax, there wouldn't 00:07:46.720 --> 00:07:48.779 have been enough time because it sounds like 00:07:48.779 --> 00:07:50.860 you would have needed a full set, not a fill, 00:07:51.060 --> 00:07:53.220 which requires more time than what was left. 00:07:53.600 --> 00:07:56.759 It's hard for me to have to readjust my schedule. 00:07:57.019 --> 00:07:59.379 If you'd like to reschedule, you can feel free 00:07:59.379 --> 00:08:01.620 to see what I have available to book online. 00:08:03.079 --> 00:08:05.500 Ending the conversation, she's trying to end 00:08:05.500 --> 00:08:10.199 this conversation. But it's not over. Nick Lyon 00:08:10.199 --> 00:08:13.399 says, I think we have both adjusted in the past 00:08:13.399 --> 00:08:16.120 and I have also tried to be flexible for you. 00:08:16.319 --> 00:08:18.759 I would have even taken the lighter fill to hold 00:08:18.759 --> 00:08:21.740 me over. I had no idea I was going to be late. 00:08:22.120 --> 00:08:25.180 I haven't eaten food all day. We had no nurses. 00:08:25.600 --> 00:08:29.589 It's fine. It's like, oh my gosh. Oh my God. 00:08:30.110 --> 00:08:32.230 And the statistician says, yes, I have asked 00:08:32.230 --> 00:08:34.029 you to move your appointment in the past, but 00:08:34.029 --> 00:08:36.230 that was days in advance. And I also offered 00:08:36.230 --> 00:08:38.409 a discount for the inconvenience, which is different. 00:08:38.549 --> 00:08:41.450 I hope you understand. Is that the end? That 00:08:41.450 --> 00:08:43.850 was, that was it. That was it. Okay. I'm going 00:08:43.850 --> 00:08:47.990 to stop sharing. Whew. Wow. Some like, I think 00:08:47.990 --> 00:08:49.669 the back and forth, like some of the comments 00:08:49.669 --> 00:08:52.570 on this Reddit post had said, you know, commended 00:08:52.570 --> 00:08:56.309 her on how well she handled this situation. I 00:08:56.309 --> 00:08:58.529 think she handled it beautifully. And a lot of 00:08:58.529 --> 00:09:01.190 people said, you know, that was too much work. 00:09:02.009 --> 00:09:07.190 Yes. Yeah. Right. All that texting. Oh, this 00:09:07.190 --> 00:09:09.610 is why when, you know, working with people, I 00:09:09.610 --> 00:09:11.690 said, how do you deal with your clients? Are 00:09:11.690 --> 00:09:14.549 you communicating through DM, text messaging? 00:09:15.529 --> 00:09:19.090 Probably 90 % is yes. And I'm just like, I wouldn't 00:09:19.090 --> 00:09:21.309 personally I wouldn't be giving them that of 00:09:21.309 --> 00:09:27.779 me per se. I have to make a confession. Well, 00:09:28.519 --> 00:09:31.879 you know what in fairness I think You know what 00:09:31.879 --> 00:09:33.899 they could have been like, okay, you're almost 00:09:33.899 --> 00:09:36.899 here. I can't promise but let me see what you 00:09:36.899 --> 00:09:41.259 have There sounds like she's a good client right 00:09:41.259 --> 00:09:43.299 from what she said at the beginning doesn't really 00:09:43.299 --> 00:09:44.919 want to lose her But same time you got to nip 00:09:44.919 --> 00:09:48.179 this in the butt. Yeah, you know, I've been always 00:09:48.179 --> 00:09:51.019 really direct all my life I think just who I 00:09:51.019 --> 00:09:54.159 am if they did it the one time. I'm very straight 00:09:54.330 --> 00:09:57.730 lower word and say listen I want you to understand 00:09:57.730 --> 00:10:00.970 that I can do it this time if it ever happens 00:10:00.970 --> 00:10:03.409 in the future I can't guarantee it I'm sorry 00:10:03.409 --> 00:10:06.409 just please don't be upset with me promise me 00:10:06.409 --> 00:10:09.769 those are the people you need to you know say 00:10:09.769 --> 00:10:13.649 it unfortunately so when this conversation comes 00:10:13.649 --> 00:10:17.330 up again they're usually a repeat offender those 00:10:17.330 --> 00:10:18.809 that are always later on it sounds like this 00:10:18.809 --> 00:10:23.960 one was yeah I think okay so I think that I I 00:10:23.960 --> 00:10:26.120 can play this scenario out in my head. I think 00:10:26.120 --> 00:10:29.679 I would have said, okay, fine. And then because 00:10:29.679 --> 00:10:32.279 it was the last client of the day, and I would 00:10:32.279 --> 00:10:35.179 have just shortened the appointment or - She 00:10:35.179 --> 00:10:37.899 wanted the last client. She had someone out there. 00:10:37.919 --> 00:10:40.960 That's why she couldn't do it. No. In her comment, 00:10:41.179 --> 00:10:43.100 she said it was her last appointment of the day. 00:10:43.299 --> 00:10:45.820 Having said that, I mean, it still doesn't matter. 00:10:46.059 --> 00:10:49.440 This is the end of your day, right? Yeah. Okay, 00:10:49.539 --> 00:10:52.399 so this is just me talking from personal and 00:10:52.399 --> 00:10:55.899 I handled it terribly So let's just I would have 00:10:55.899 --> 00:10:58.419 probably been like, yeah, sure just come we'll 00:10:58.419 --> 00:11:01.279 take off the brow tent We'll do a lighter fill 00:11:01.279 --> 00:11:05.340 or whatever But the problem is if I was to do 00:11:05.340 --> 00:11:08.639 that a I think I run the risk of she's not gonna 00:11:08.639 --> 00:11:11.159 be happy with her lashes She's gonna complain 00:11:11.159 --> 00:11:13.419 that it was too light and couldn't you have put 00:11:13.419 --> 00:11:16.830 a few more? B, she's going to do it even more. 00:11:16.950 --> 00:11:19.470 I've totally blown my boundaries and my lines. 00:11:20.190 --> 00:11:23.289 And I would have just hated myself. You know, 00:11:23.450 --> 00:11:25.350 you would have just been like so upset with yourself 00:11:25.350 --> 00:11:29.549 for compromising yet again. So I think agreeing. 00:11:30.149 --> 00:11:32.470 I mean, this is worst case scenario. Maybe she 00:11:32.470 --> 00:11:33.789 would have been grateful and she would have loved 00:11:33.789 --> 00:11:36.730 her lashes. But I think just given the history 00:11:36.730 --> 00:11:38.970 with this client and, you know, the esthetician 00:11:38.970 --> 00:11:41.269 saying like it's a difficult client. She's always 00:11:41.269 --> 00:11:43.769 late. Like I just think she needed to do this 00:11:43.769 --> 00:11:47.210 in order to prevent it from continuing to happen. 00:11:47.610 --> 00:11:51.490 Yeah, exactly. And I get it. I mean, like you 00:11:51.490 --> 00:11:54.049 said, this comes up all the time. People have 00:11:54.049 --> 00:11:56.649 mentioned this to me. How do you deal with this? 00:11:56.710 --> 00:11:59.470 And I think you nailed it saying Is she really 00:11:59.470 --> 00:12:02.070 going to be happy with a light fill? Probably 00:12:02.070 --> 00:12:05.850 not, right? Yeah, I don't think so. I think too, 00:12:05.909 --> 00:12:09.409 you have to honor yourself, which is most important 00:12:09.409 --> 00:12:11.629 because she's probably was thrown off the rest 00:12:11.629 --> 00:12:14.830 of her night, upset about it. What about she 00:12:14.830 --> 00:12:16.570 books? I'm going to have to see her again. Like 00:12:16.570 --> 00:12:20.149 this whole almost anxiety comes up inside you 00:12:20.149 --> 00:12:23.769 having to deal with it. And it's just you got 00:12:23.769 --> 00:12:27.269 to set the boundaries. and I applaud her for 00:12:27.269 --> 00:12:30.450 sticking to her guns and saying no. And you know 00:12:30.450 --> 00:12:33.889 what, if you do this, if I can give any advice 00:12:33.889 --> 00:12:37.590 to people out there, your first time client should 00:12:37.590 --> 00:12:40.429 know those boundaries. I'm not saying you have 00:12:40.429 --> 00:12:42.570 to be rude about this. I'm not saying you have 00:12:42.570 --> 00:12:46.509 to be that unfriendly professional. Just letting 00:12:46.509 --> 00:12:49.490 them know to communicate, start, welcome, I'm 00:12:49.490 --> 00:12:51.590 so glad you came. Did you have a chance to read 00:12:51.590 --> 00:12:56.460 my policies? Just say it again because they don't 00:12:56.460 --> 00:13:00.320 read. You can try. People don't read in general. 00:13:00.500 --> 00:13:02.500 It doesn't matter if it's the doctor's office 00:13:02.500 --> 00:13:04.320 telling you they're going to give you a fee if 00:13:04.320 --> 00:13:06.580 you don't cancel, right? And then people are 00:13:06.580 --> 00:13:08.759 shocked. What do you mean? It's written everywhere. 00:13:09.759 --> 00:13:12.759 I think before that, you need to have a policy. 00:13:13.480 --> 00:13:16.059 You need to have a policy and you need to have 00:13:16.059 --> 00:13:18.799 it in writing. And I know that not every esthetician 00:13:18.799 --> 00:13:22.299 has. website where they can have like this policy 00:13:22.299 --> 00:13:24.980 but I think even if you are communicating with 00:13:24.980 --> 00:13:27.559 your client and booking your Appointments in 00:13:27.559 --> 00:13:30.100 text message I would have a little blurb saved 00:13:30.100 --> 00:13:32.879 to my notes app and then at the end of every 00:13:32.879 --> 00:13:35.259 message, you know I'd say okay, you're confirmed 00:13:35.259 --> 00:13:38.500 your appointment is this day on 10 p .m. Or 10 00:13:38.500 --> 00:13:41.320 a .m. And and then right behind just say please 00:13:41.320 --> 00:13:45.129 note my cancellation policy Well, she had an 00:13:45.129 --> 00:13:49.070 online booking so in the confirmation you can 00:13:49.070 --> 00:13:51.470 change those notes and put that right in there 00:13:51.470 --> 00:13:53.870 Yeah, she did but I'm saying for our listeners 00:13:53.870 --> 00:13:57.490 or viewers who don't Don't have a place where 00:13:57.490 --> 00:14:00.350 you can officially put a policy you need to include 00:14:00.350 --> 00:14:04.950 it with every Booking it's part of like thanks 00:14:04.950 --> 00:14:07.470 for booking note my cancellation policy If you 00:14:07.470 --> 00:14:09.470 have an assistant where you're sending reminders 00:14:09.470 --> 00:14:11.809 and you have the online booking perfect. It should 00:14:11.809 --> 00:14:15.289 be included in every time you communicate with 00:14:15.289 --> 00:14:18.070 your client, which sounds like overkill, but 00:14:18.070 --> 00:14:21.730 I would do it. Oh, yeah. No, absolutely. And 00:14:21.730 --> 00:14:26.509 then once it's been communicated and consistently 00:14:26.509 --> 00:14:30.389 done, you know, make an exception for someone 00:14:30.389 --> 00:14:32.610 else. And I get things happen. And I know it's 00:14:32.610 --> 00:14:35.070 really hard. You know, like she had a terrible 00:14:35.070 --> 00:14:37.490 day at work all week. I get that. And we're in 00:14:37.490 --> 00:14:39.169 this industry because we're empathetic to people. 00:14:39.600 --> 00:14:41.879 We service them. That's what this is. But at 00:14:41.879 --> 00:14:44.620 the same time, you know, it's not professional 00:14:44.620 --> 00:14:47.840 and not fair to you either. And I think if we 00:14:47.840 --> 00:14:51.120 stick to that, our policies, make them clear 00:14:51.120 --> 00:14:54.799 and do it and stick with it. And it's hard because 00:14:54.799 --> 00:14:57.659 the other end of that is I get to hear the professionals 00:14:57.659 --> 00:15:01.620 say to me, but I need the money. Well, I guarantee 00:15:01.620 --> 00:15:05.379 you, you will attract the clients that respect 00:15:05.379 --> 00:15:08.440 you if you demand the respect. Yeah, I agree. 00:15:08.940 --> 00:15:12.639 it takes time, but you will have it because then 00:15:12.639 --> 00:15:15.059 they just, I don't know, they just don't respect. 00:15:15.460 --> 00:15:18.139 And it's kind of a behind the screen thing that 00:15:18.139 --> 00:15:20.860 people do, whether it's, you know, a text, an 00:15:20.860 --> 00:15:24.580 email, a social media comment, like people just 00:15:24.580 --> 00:15:28.080 say things, right? And yeah, it's, you know, 00:15:28.159 --> 00:15:31.580 you deserve to work in your environment where 00:15:31.580 --> 00:15:34.440 people respect you for you as a professional. 00:15:35.059 --> 00:15:38.870 And I think that's important. You can also offer 00:15:38.870 --> 00:15:41.230 a first time grace, for example, like the first 00:15:41.230 --> 00:15:42.809 time their appointment, you say, you know what, 00:15:42.990 --> 00:15:45.809 this time, if you're late, I'm going to make 00:15:45.809 --> 00:15:48.529 an exception, but please note, I do have a cancellation 00:15:48.529 --> 00:15:51.210 policy. I know this doesn't happen often, or 00:15:51.210 --> 00:15:53.070 this is a first time for you, whatever. Maybe 00:15:53.070 --> 00:15:54.950 they have a sick kid or they had a flat tire, 00:15:55.309 --> 00:15:59.090 whatever. You can make that first exception if 00:15:59.090 --> 00:16:01.990 that is like, I mean, I know some professionals 00:16:01.990 --> 00:16:04.009 who are like, no. I'm firm and they're comfortable 00:16:04.009 --> 00:16:05.789 in that but if you're not comfortable in setting 00:16:05.789 --> 00:16:08.950 those boundaries I would do a first time exception 00:16:08.950 --> 00:16:12.169 but a reminder that this is the first and only 00:16:12.169 --> 00:16:14.809 time and then that way you feel like you've you've 00:16:14.809 --> 00:16:18.389 done your part and you haven't been unkind or 00:16:18.389 --> 00:16:21.309 disagreeable and it's now it's on them second 00:16:21.309 --> 00:16:24.090 time it's on them they need to cancel or pay 00:16:24.090 --> 00:16:28.110 a fee even if you don't have anyone after you're 00:16:28.110 --> 00:16:30.350 managing it you know you can squeeze them in 00:16:30.490 --> 00:16:32.690 I don't tell them, oh, that's no problem because 00:16:32.690 --> 00:16:35.389 I have no one after you today. I don't tell them 00:16:35.389 --> 00:16:39.950 that. You need to still say, okay, I can do it 00:16:39.950 --> 00:16:44.870 this time, but I can't do it next time. That's 00:16:44.870 --> 00:16:46.809 it. That's my policy. You don't want to be that 00:16:46.809 --> 00:16:50.110 strict. For those that have a really hard time 00:16:50.110 --> 00:16:52.909 with this and then you're feeling flustered and 00:16:52.909 --> 00:16:56.049 all that, upset, then maybe you say to them, 00:16:56.750 --> 00:16:59.210 well, I can do it this time, but next time I 00:16:59.210 --> 00:17:01.409 don't know if I could. And it's not that I want 00:17:01.409 --> 00:17:04.450 to say no to you, but I have someone after and 00:17:04.450 --> 00:17:07.329 I want to run on time. That's why I have appointments. 00:17:07.630 --> 00:17:10.329 You say I can't wait for my next client waiting. 00:17:10.630 --> 00:17:12.890 I think what you're doing is really important, 00:17:12.890 --> 00:17:16.089 which is using I language, which is like I need 00:17:16.089 --> 00:17:19.490 to I need to be ready for my next client. I don't 00:17:19.490 --> 00:17:22.089 have time. So instead of being like, no, you 00:17:22.089 --> 00:17:27.380 were late. Say no, I don't have time given. So 00:17:27.380 --> 00:17:30.539 and then I this esthetician also did this which 00:17:30.539 --> 00:17:33.200 is offered solution, you know, she offered an 00:17:33.200 --> 00:17:38.000 alternate date you can you can offer I think 00:17:38.000 --> 00:17:41.500 lash fills are tricky because it there's so much 00:17:41.500 --> 00:17:44.279 like gray area where it's like well how much 00:17:44.279 --> 00:17:46.700 of a fill am I doing but let's say somebody came 00:17:46.700 --> 00:17:52.279 in for a full leg wax and a bikini wax But maybe 00:17:52.279 --> 00:17:55.000 you can only do the bikini wax. So you can maybe 00:17:55.000 --> 00:17:57.039 you make that exception. So you can say, listen, 00:17:57.140 --> 00:18:00.619 I get things come up. I have a client right after 00:18:00.619 --> 00:18:04.799 you. I can still do your bikini wax. I can do 00:18:04.799 --> 00:18:08.140 one leg. I can do one leg and one bikini. Yeah, 00:18:08.140 --> 00:18:11.000 I can do your bikini wax only or you can book, 00:18:11.000 --> 00:18:12.920 you know, next week for everything and be on 00:18:12.920 --> 00:18:14.880 time. The other thing I want to make a note on 00:18:14.880 --> 00:18:18.119 this, which I've noticed happens a lot in our 00:18:18.119 --> 00:18:21.299 industry today, is that the professional the 00:18:21.299 --> 00:18:24.359 service provider is running late always runs 00:18:24.359 --> 00:18:27.380 late shows up late so if you don't want your 00:18:27.380 --> 00:18:30.359 clients doing it you can't be doing it too because 00:18:30.359 --> 00:18:32.619 it's a reflection on you and this is something 00:18:32.619 --> 00:18:34.839 it's a hard honest conversation that i have to 00:18:34.839 --> 00:18:38.339 have with professionals sometimes they well you're 00:18:38.339 --> 00:18:41.700 you're not setting the bar either yeah not respecting 00:18:41.700 --> 00:18:43.759 them in their time they're definitely not going 00:18:43.759 --> 00:18:45.559 to respect yours not saying that this person 00:18:45.559 --> 00:18:48.109 did that like i'm not saying that it's just On 00:18:48.109 --> 00:18:50.710 another side of that, look in the mirror what's 00:18:50.710 --> 00:18:53.049 going on, how do you run your business, right? 00:18:53.210 --> 00:18:55.269 The last suggestion I would make is just to make 00:18:55.269 --> 00:18:58.049 sure that you document everything, make notes, 00:18:58.309 --> 00:19:00.750 so that if somebody is being like, well, I haven't 00:19:00.750 --> 00:19:02.970 done this before, you can pull it up and be like, 00:19:03.029 --> 00:19:05.490 yeah, actually you have, and this is, or whatever. 00:19:05.609 --> 00:19:07.369 If you do have a system where you can document 00:19:07.369 --> 00:19:09.569 it within a booking system or put it in your 00:19:09.569 --> 00:19:12.269 notes app, and that way you have something to 00:19:12.269 --> 00:19:17.690 refer to. Yeah. Set your boundaries. Yeah. policies 00:19:17.690 --> 00:19:20.730 in place will be your life saver. Let us know 00:19:20.730 --> 00:19:23.009 in the comments if this has happened to you, 00:19:23.009 --> 00:19:25.730 how you've handled it, maybe sharing some of 00:19:25.730 --> 00:19:28.630 your policies. It's always interesting to see 00:19:28.630 --> 00:19:30.789 what others are doing so we can learn from each 00:19:30.789 --> 00:19:34.750 other. Awesome. I think that's it for this episode. 00:19:35.049 --> 00:19:39.269 But if you enjoyed listening, subscribe and we'll 00:19:39.269 --> 00:19:44.210 be back with another one soon. Thanks for listening 00:19:44.210 --> 00:19:45.089 to Beauty Babble.