How To Politely Fire A Lash Client As A Lash Tech

As a lash tech, you may have encountered clients who don't treat you or your work with the respect you deserve. Unfortunately, no magic wand can wave over them and make them better people.

But there are ways you can gently remind them that their behavior is unacceptable and let them know how to fix it.

First things first: try not to take things personally. Remember that these clients may act this way because they've had bad experiences with other lash techs or are insensitive. So if it feels like they're treating you poorly, remind yourself that they're probably not doing it out of spite.

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Politely fire a lash client? Yes, it's possible.

If you've been a lash tech for long enough, you've probably had to deal with the occasional difficult client. There are times when you just know that the client isn't going to be a good fit for your business—and that's okay. You don't have to work with every person who walks through your door.

But how do you politely let them down? That's where things can get tricky. You want to be professional and firm, but also kind and respectful. There are ways of doing this that can help your business grow and maintain its reputation as an ethical place to get lashes done!

In this article, I'm going to walk you through some tips on how to fire clients without burning bridges.

 

GET TO THE POINT QUICKLY

First, let's get one thing straight: You're not firing them, you're letting them know that your services don't align with theirs.

That's why it's important to take control of the conversation early on in order to set expectations so that everyone knows what they're getting into!

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So when new client comes in for their appointment, tell them what you can do for them and what you won't be able to do. Then let them know that if they want something outside of those parameters, they should find someone else who can accommodate those needs. If they still want to work with you after hearing this information, then great!

But if they decide not to work with you after hearing this information… well, then they've made an informed decision and we'll all move on with our lives.

 

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BE SPECIFIC AND BACK IT UP WITH FACTS

Don't just say "I don't think this is working out," because that can leave your client feeling confused about what the problem is and why you're ending the relationship. It's better to give specific examples of things you've noticed (and by when) that made you realize that something wasn't going right.

Be upfront about why you're firing them; don't makeup excuses that aren't true just because you don't want to hurt their feelings or risk making things awkward between the two of you.

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Remember to be polite. You can't afford to burn bridges with this person—they may still be going to other salons and talking about how awesome you were! So make sure that when you approach, you're as pleasant as possible about it and thank them.

 

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BE STRAIGHTFORWARD AND HONEST

You'll want to let your client know that you've been thinking about how much work they require from you and that you don't think it's fair for them to expect you to do that much work for the price they're paying.

Make sure they understand that the decision has nothing to do with their personality or appearance—you just can't keep up with the demand they're placing on your services.

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Tell them what they want is outside of your expertise or experience level, or that you're just not comfortable with providing the service. Be clear about what you will or won't be doing and why!

 

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BE CLEAR ABOUT WHAT YOU WILL OR WON’T BE DOING

Politely firing a client is a sticky situation. But it's an inevitable one, so you might as well be prepared.

First and foremost: be clear about what you will or won't be doing. If you're not comfortable with certain aspects of the job, let the client know that up front so they aren't surprised by anything later on. For example, if you don't like working with people who are rude or difficult to deal with, let them know that before they book an appointment with you.

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Be upfront with them about what services you provide and which ones are outside your scope of practice. If they ask for something outside your scope, say "I'd love to help but I don't do that." Don't feel bad about turning down business—you are there to do a job, not just make friends!

 

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BE PREPARED TO ANSWER QUESTIONS AND GIVE EXAMPLES

Firing a lash client is no easy task.

It's hard to let someone go when they're counting on you, and it can be even harder when they don't understand why you're doing it.

But if you're feeling overwhelmed with a client who isn't actually respecting your time or your boundaries, it might be time to fire them.

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If this is the first time you've had this conversation with them (or maybe even if it isn't), they may have questions about why you're firing them. It's important to give clear, concise answers that show them how their behaviour negatively impacts your business.

If they press you further and ask what they can do differently, provide an actionable suggestion or two and let them know that these changes need to be made immediately in order to keep working together.

 

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USE A NEUTRAL TONE OF VOICE

First and foremost, be polite! Even if someone has done something that made you angry, don't let them see any emotion on your face or hear any anger in your voice. Instead, try using a neutral tone of voice and remain calm throughout the conversation.

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Set yourself up for success by being confident in your decision. Let me explain: so many people get caught up in how much money they could lose by firing this person that they can't make a decision because of their own lack of confidence (or lack of financial stability).

But when you feel like an empowered business owner who knows what's best for her business AND her clients, then it becomes easy to make the right choice.

PRO TIP: First things first: don't get angry or defensive. This is about them, not you! Explain why you can't continue working together—and do it in a way that doesn't make it seem like it's their fault or something they did wrong. Try to do this face-to-face if possible (or at least over the phone). It will make it easier for everyone involved!

  

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REASONS TO FIRE A LASH CLIENT

Have you ever had a client that was just not working out?

Do you have a client who makes you feel like your time is wasted, or is asking for something unreasonable? If so, here are 4 reasons to fire your lash client:

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• Your client is cancelling an appointment more than once a month. 

If this is happening, it’s time to cut ties with that person. You’re not going to be able to keep them happy—and they won’t be happy with their lashes—if they’re constantly making changes to their schedule.

 

• Your client has not paid for the service. 

This happens sometimes when clients think they can get free lash extensions by not paying for them, or when they feel that since they got some discounts on their first visit, they can get discounts every visit after that. Don’t let anyone tell you what you did or didn’t do on their first visit—stand firm!

 

• They don't want to follow your rules

This one is probably obvious, but it bears repeating! If your client is constantly trying to get away with breaking the rules of your service (especially when it comes to lash aftercare), then she's not going to be happy with any other part of the process, either. She may also try to get away with breaking other rules in life—like paying her bills on time—and that's not fair for anyone involved. It's better just to cut her loose before she wrecks everything else in sight!

 

• Your client wants you to change your schedule dramatically to fit her needs

If this happens once or twice, it's okay—but if it happens more than once or twice, it might be time for both of you to move on!

 

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CONCLUSION

I know—it's hard to fire your lash client.

It's hard to say no, and it's even harder to say yes and then have that client not show up.

But here's the thing: it's your job as a lash tech to make sure that you can take care of all your clients. That means that if one of them is not following the rules, is being rude to you or other people on set, or just isn't paying attention to how vital their appointments are…you need to let them go.

Because the truth is that if a client can't follow the simple rules of being polite and understanding what they're getting themselves into, they're just not worth your time. And if you don't fire them now? They'll only drag down your lash business in the future.

 

 

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