How Late is Too Late? Handling Late Clients

Do you feel stressed out, angry and disrespected by clients who show up late? What is your “window of tolerance” for late customers? In this episode, Cheryl Peng and AnneMarie Lorenzini of Untamed Artistry share ways to ease your stress and develop richer relationships with clients.  They’ll talk about the best ways to set boundaries, use direct and honest communication, and ensure that the quality of your artistry is not compromised.

Whether your acceptable window is 5, 10, or 15 minutes, the key is to inform your clients right up front that if they are late, there are certain parameters that you will need to follow, as the service provider. Don’t blame or shame the client, but do let them know that they may be charged for a full service, or they will not receive as many lashes as they would within the full window of the appointment you’ve reserved for them. There may be clients that will not tolerate your boundaries, and in these cases you may need to take additional boundary-setting steps including letting them know, kindly and honestly, that it's not a good fit for you.

Expect to hear:

• AnneMarie and Cheryl discuss how long their services take, and their tolerance for client tardiness without consequences
• Cheryl shares considerations on behalf of the late client, as a late client herself
• How to set and communicate your policies clearly and directly
• You don’t want clients that feel the need to tiptoe or make excuses or feel guilty
• Explain clearly what you expect from clients because they certainly expect certain things from you!
• Cheryl and AnneMarie’s take on offering discounts to friends and family. Hint: You are an artist with a business model and boundaries
• How to handle clients who won’t accept your boundaries
• Remember, “one size never fits all” when it comes to policies. Knowing what works best for you and your business is key.