When you have to fire a client…

Sometimes, when the odds are really not in your favour, you have to fire your staff member - which is difficult, hard to do graciously and very uncomfortable for both you and the employee. Well, it’s safe to say that things get about ten times worse when you face the necessity to fire a client. What are the signs that you should really consider waving your client goodbye? Which customers are truly toxic and shouldn’t bother you anymore? And how do you politely fire a bad client without causing any unnecessary drama?

Ways to tell it’s time to fire a client

They are abusive

This one is a no-brainer. If a customer threatens or harasses you or your employees, or makes any disparaging remarks towards your or your employees’ age, gender, sexuality, race, ethnicity or appearance - it's more than enough reason to fire that individual once and for good.

They are disrespectful

They say that the customer is king (or queen!) - but even the highest-ranking royalty have to be respectful towards other people, especially service providers. If a client shows you insolence by constantly ignoring your salon policies (e.g. regarding children in the salon, late cancellations or being on time) and overall treats you with arrogance and lack of concern, it may be time to fire them.

They question your expertise (and expect you to fix their mistakes afterwards)

Some clients seem to believe that when they are paying for a service, they in fact rent your manual skills and you are supposed to listen to their demands in silence. Being picky and trying to get your way isn’t a cardinal sin… but challenging the specialist’s expertise in a very harsh and haughty way is another story. If the customer additionally expects you to fix mistakes they've made going against your advice, it may be time to part ways.

They are delusional

Even after you’ve spent an impressive amount of time explaining why they can’t get platinum blonde going from black box dye in five days, they still don’t seem to get it. When you hear: “You just have to try harder” or “I believe in you, you can do it” - it’s a huge red flag. Delusional clients may not be as aggressive but their ridiculous demands can really put you at risk if you decide to “challenge yourself” to meet their expectations.

They are completely unpredictable

They change their mind approximately sixteen times per hour, not seeing the problem in suddenly switching from a full head balayage to a mere trim. They may be beyond delighted with the effect while leaving your salon, but throw a huge, hateful tantrum online the day after. They spend months going light blonde - and then colour their hair pitch black with a box dye three days after you finish the process. If you find yourself completely stressed out whenever they book another appointment - it’s a sign that something isn’t right.

They put you at risk

A client’s dishonesty may be dangerous. If they lie to you about their state of health or the condition of their hair, skin or nails, it may lead to very risky situations. If the client prefers to put you at risk rather than openly admit they may not be in the right state to get the service done, they deserve to be fired. As a side note - dealing with this type of a client can lead to truly disastrous situations, so note everything relevant in your Booksy customer records. This way, you will remember their treatment history and will have solid evidence whether they have let you know about their state of health or not.

They always have trouble with payments

Questioning your prices, trying to negotiate them, bargaining for discounts, finally - a history of problems with making final payments (“I don’t have that much money today, can I pay the rest of it next time?”, “Oops, it seems I have left my wallet at home”, “I can’t pay you now, my paycheck hasn’t arrived yet”) are a solid basis for saying goodbye.

Things don't seem to improve, regardless of your efforts

The final and probably most important point. If you have done your best to improve your communication with the problematic client, informed them about your policy, made numerous in-depth consultations and educated them so many times - and they still don’t change their behaviour, it’s a good sign you should end this toxic relationship.

Firing a problematic client step-by-step

Begin with a respectful conversation. Don’t do it via email or SMS. It’s best to do it face to face (a phone call is a second-best thing). Make sure the conversation is private.
Be straightforward. Be extremely polite and diplomatic, yet don’t beat around the bush. Thank the client for supporting your business, but make it clear that you’ve made a final decision.
Suggest another salon. Give them a few recommendations. It’s not only a very polite thing to do but also blocks the eventual argumentation that you’ve kept them on ice.
Say you are sorry (even if you are not). “I’m sorry that it hasn’t worked out” is a perfect expression where you use the magical word “sorry” without actually apologising.
Explain that it isn’t personal (even if it is). Keeping things professional and to the point is the best way to go. Even if you've grown close to the customer, you need to keep your business in mind as well.
Wave them goodbye. Do not prolong the conversation. Say what you have to say and wish them a great day.
If they demand reasons, give them. If the client persists to know the exact reason behind the breakup, they have the right to hear it. Keep your stance calm and mild and stick to the facts, avoiding arguments ad personam.

There is one big question you should ask yourself whenever dealing with a problematic client. Is the money you get worth the hassle? If that customer brings you more loss than profit (it doesn't matter if we are talking about the loss in your wallet, mental health or frame of mind), it’s probably a good moment to say goodbye. After the difficult talk, simply block the client in your Booksy booking system, take a deep breath and never look back. You’ve made the right decision!