By Kathy Hosler
August 31, 2018
I have been grooming bit Pixie because she was a puppy. She was a sweet, loving Yorkie as well as was simple to groom. Her owner, Helen, always liked Pixie’s haircut, tipped as well as rescheduled.
Pixie’s owner provided our shop rave evaluations as well as published great deals of photos of her freshly groomed infant on Facebook. She referred all her dog–owning good friends to us. Life was good.
Helen worked at a regional coffee as well as pastry shop. She made sure to tell everybody that she didn’t have to work—her other half had a excellent job. The money she made was her ‘play’ money.
Pixie was on a 5 week routine of grooming appointments. For rather a while, she showed up like clockwork. If Helen didn’t bring the dog, her adult daughter, who still lives at home, did. then it began….
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Occasionally Helen would miss an appointment, stating that she had to work late as well as wasn’t able to phone call me. (That’s possible with the task she has. We can let that slide for a great client.)
Then she began to leave messages or text me—”I have to work tomorrow. Pixie needs to reschedule as soon as possible.” (Oh come on lady, you have understood for five weeks that Pixie was arranged to be groomed tomorrow. I lose money when you don’t show up, as well as then you expect me to magically make an visit appear to fit your schedule.)
These short–notice cancellations as well as no–shows ended up being much more as well as much more frequent. Although she was always apologetic, she didn’t truly seem all that sincere. as well as exactly how about her child who brought the canine great deals of times in the past, did she always have to work too? I truly felt that Helen was just trying to stretch out Pixie’s visits to ensure that she would have much more money to spend on her own health spa treatments, manicures as well as twice a year cruises.
The last time she canceled, she didn’t phone call or text—she sent me a Facebook message, one hour after she was because of decrease off Pixie. She stated that she had to cancel Pixie, however of program needed to reschedule her immediately.
I did not get her message up until the end of the day. as well as when I did, I chose that I was finished with Helen as well as her shenanigans.
I messaged her back. “Hi Helen. The soonest opening I have is in three weeks.” (I was done squeezing her in as well as making special plans for her, as well as we truly were booked that far out.)
She replied back, “Oh, Pixie can’t wait that long. She needs done now!” (Well no kidding, she had an visit ‘now’.)
“I’m sorry, however that is the soonest that I have,” I said.
Then she continued, “I’ll take Pixie to (insert a competitor’s name) to be groomed.”
Really? That was the last straw. for many years I had gone above as well as beyond to fit her schedule. as well as now, the very first time I don’t in shape her best in she is going somewhere else? She didn’t just state that she would phone call around to see if she might get a sooner visit somewhere else, she told me the name of the beauty salon where she was going to take her to. So much for Helen’s loyalty to me.
Was she trying to bully me into making yet one more exception for her by endangering to go elsewhere? I was mad.
Although I liked bit Pixie as well as she was a dream to groom, her owner produced far much more difficulty than she was worth. I had gone above as well as beyond for Helen as well numerous times. My time is important too. I felt disrespected as well as upset by her habits as well as comment.
I promptly wished to terminate back a nasty reply, blasting her for all the times I had gone out of my method to fit her as well as Pixie, however that wouldn’t have accomplished anything. I wasn’t about to engage in a war of words with her. I just desired her gone.
Only twice in my profession have I had to terminate a client. however today I didn’t have to terminate Helen. She had just terminated herself!
I replied simply, “Okay, Helen. We will miss seeing bit Pixie, however I’m sure they will do a excellent task on her. And, perhaps they will be much better able to fit your altering work schedule.”
If Helen had been lying by stating that she made an visit at one of my competitors, I called her bluff. At any type of rate, she was no longer going to be my problem.
I felt great. Every visit she altered or missed was triggering me tension as well as costing me time as well as money. My efforts had not been appreciated as well as I was not going to go out of my method for her again. Helen would no longer interrupt my routine or take advantage of me.
You will most likely experience a client like Helen at some point in your career. And, no matter exactly how upset or upset you get, utilize tact as well as diplomacy when you offer with them. It’s extremely essential to stay expert whatsoever times.
We all try to fit our clients’ needs, however you have to stand up for yourself too. There are times when you just have to state ‘Enough is enough!’
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