Stealing Clients?…..a rant!

Someone please explain to me the procedure for stealing a client….dumbfounded?, …me too.  However, recently, this term has come up in the salon environment and it immediately propelled me into an alternate universe where ignorance is common and accountability is a four letter word.  The sheer thought process that an individual must go through to ultimately conclude that client theft is the answer to the question….why has my business stagnated? is both ingenious and sad.

The rationale is almost as ridiculous as the notion that someone can steal your man….or woman.  The sad part is that someone stealing something  from you completely absolves you of any culpability into your own demise.  Secondly, it assumes people, namely, your client or spouse is stupid.  Maybe your client no longer desires your brand of kool-aid or for some strange reason needs her hair styled on a day you happen to not be available.  Maybe, your client mistakenly assumes that she has the freedom to spend her money how and with whomever she pleases.  What a tragic display of disloyalty for a client to try a different stylist in the same salon, I mean wouldn’t it be more respectful for that client to try out her salons most fierce adversary when she can’t get in with her regular stylist than to support her own salon by keeping the business in-house.  How dreadful a thing for a client to chair hop then return to her regular stylist as if nothing ever happened…the nerve.

In my twenty years in the business, I have never once attacked or accused a fellow stylist of stealing a client from me because the question rests on a false premise, that we OWN that client. We do not own nor do we have rights to our clients, we cannot deed our clients to our successors, or include them in the sale of our salons, we cannot will them to our children as assets nor can we use them as collateral when seeking a bank loan.  Clients are not our personal property….yes, our client lists are valuable and we guard their information with the fervor of a national treasure, however, you cannot count them as money in the bank until the money IS in the bank.  A foolish hairstylist is one that assumes that they are the best stylist in the world and their clients be loyal to them and only them into the happily ever after…please…pride always comes just before the fall.

My recipe for salon success and client retention is simple; listen to them, use your expertise to give them what they want based on what they have, and lastly, treat them with respect and dignity at all times.  If you keep your skills polished,  your personal life in order (or at least to yourself) and  maintain a professional demeanor, your success trajectory will always trend north and client retention will be the least of your problems.

as always,

Tell us your story @ Salonography!!!

3 thoughts on “Stealing Clients?…..a rant!

  1. Ok , but what about a situation where you are gradually taking a client lighter (because she switched her color so many times it is now damaged) and a Co-worker accepts the request from client to do her hair because “it’s not light enough” (because I wanted to go slowly to preserve the integrity of the hair) and so she does said persons hair , gets her light enough in one visit (partially from all the work I’ve already put in) and melts her hair off . This happened to me so now I don’t see this issue so black and white anymore . In other cases I would agree that we don’t “own” the clients but I think this was pretty awful on the other stylists part

    Like

    1. The stylist, ‘coworker ‘ only exposed their lack of expertise and professionalism. Unfortunately your client suffered the consequences but also learned a valuable lesson that you tried to spare her from. In the end, you dodged a bullet by NOT performing the service that you knew would only be damaging to your clients hair. The good news is that you have the opportunity to win this client back with increased loyalty..

      Like

  2. Well said! Being behind the chair or across the table is a business not a therapy session and not a day out with friends. I stress professionalism and so many beauty professionals are not…professional! When one loses a client it is best to look within first and find out why before you accuse someone of “stealing” a client.

    Like

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s