How To Enforce Policies Without Losing Clients

You can 100% be kind and professional and still hold your ground. Clients will respect you and your business more when you communicate the rules and policies clearly.

Communicate policies upfront: Include them in the booking confirmations and reminders. Include everything you want the client to know including, the time and location, and what to do when they arrive.

Stay Consistent: DO NOT make exceptions for favorites, do not change prices for anyone (the price is the price), inconsistency breeds frustration, for both you and the client.

Handle pushback with professionalism: There will be conflict as a beauty professional, how you handle it will be a reflection of your character and business. Be polite, but firm and solution-oriented.

In a cancellation example: The client texts you the day of for a cancellation, however, your policy is $25 fee for all same day cancellations. Instead of saying “Why are you cancelling the same day?” say “I understand things happen and come up, but my policy is $25 fee for cancellations within 24 hours”.

I understand alot of people aren’t comfortable with confrontation, however in this industry, you will have to stand firm on the business foundation you’ve created or it will crumble, and it will cause you to burn out and quit.

Consistency is your best friend. Clients respect rules when they are applied FAIRLY!