So it’s finally come to this - laws have been enforced that require all nonessential businesses to shut their doors for at least three weeks (however, that is subject to change). You grit your teeth, thinking to yourself, “my business is nonessential?!” - after which you take a few deep breaths and grab your phone to take your mind off of things. You notice that a number of your clients wrote to you, asking if you can come over to do their hair, nails or lashes. You’re a responsible specialist, so obviously you’re going to decline the ever-so-tempting offer, but how should you respond to such messages and avoid losing valuable clients?
During these troubling times, you should maintain regular communication with all of your clients, as this strengthens their ties with you and your business - which is essential when you plan on reopening. Keeping them informed on the current situation and new updates should be done via posts on your fan pages, website and with the help of a digital helper like Booksy, which sends SMS, push and email notifications directly to your customers. However, chances are you’re going to get a flood of messages from clients who still want to book with you, regardless if you’ve informed them of your closure or not. So keep reading to learn just how to respond to them!
Not every customer is aware of which types of businesses are affected by the recently-enforced laws. They may think that just because you’ve been forced to lock down your business, doesn’t mean that you can’t visit them at home to do their hair, nails or other treatments. Therefore, it is important that you update clients on the current situation and inform them that you will not be able to treat them until further notice. Here are a few sample responses: “Hi [CLIENT] - thanks for getting in touch! However, at this time, I won’t be able to treat you, as new laws have been enforced. I will keep you updated on any changes to this!” “Thanks for getting in touch! I cannot take bookings at the moment as we’re under lockdown - please visit our FB page for our latest updates!” “Hi [CLIENT] - we have been forced to close our business temporarily - therefore, we ask that you book once we reopen. We’ll keep you updated when that happens!" If you’re active on your fan pages during the lockdown, you should encourage clients to follow them as well. That way they’ll stay up to date with your business!
At this point in time, it is uncertain when hair and beauty businesses will be able to reopen. The best thing you can do now is to encourage clients to book treatments for a later time, with the help of vouchers. If customers continue messaging you, asking you to break protocol by coming to treat them, inform them that you put your business and health at risk by doing so. Here are some example messages you may want to respond with! “Hey [CLIENT], unfortunately, I can’t come to treat you as this puts my business and health at risk - but I recommend you grab a voucher, which you can use once we reopen!” “Hi [CLIENT] - I’m sorry, but I can’t treat you, even at home. However, if you purchase a voucher, I’ll book you at the earliest available slot once we reopen!” “Hi [CLIENT] - unfortunately, it’s unlawful for me to treat clients at this time, even at their homes! If you purchase a voucher, I’d be happy to book you for the earliest available slot!" Simply asking clients to book with you once you reopen doesn’t mean they’ll be back. Although encouraging clients to purchase gift vouchers won't bring you profit in the long run, it will at least tie your customers to your business. Since they’ve invested in your vouchers, they’ll be more likely to come in for their bookings once you reopen, helping you to maintain a high level of customer loyalty.
Denying clients their booking requests is painful for all stylists and beauticians, especially during these difficult times. But instead of risking your health and receiving a number of hefty fines, you should encourage clients to embrace their natural looks! In fact, this can be a very beneficial business opportunity in the long run. No stylist enjoys treating clients with a month's worth of box hair dye buildup, or layers of cheap nail extension glue or polish - so why not give customers an attractive offer for coming in with virgin hair and nails? And don’t forget to mention the benefits of giving your hair and nails a break during this time! Here’s how you should respond: “Hi [CLIENT] - we’ve been forced to shut down for the time being. This may also be a good time to give your [hair/nails] a break! If you don’t make any alterations, you’ll get an extra to your service once we reopen." “Hey [CLIENT], we’re currently closed - perhaps give your [hair/nails] a break? Once we reopen, all clients with virgin [hair/nails] will get a nice little gift from us!" “Hi [CLIENT] - we’re under lockdown, but perhaps it’s time to embrace your regrowth? Your [hair/nails] need to rest - read all the benefits we’ve posted on our Facebook page!"
By far the most controversial thing you can do is to create DIY videos. The upside is that you offer clients professional step by step instructions on doing certain treatments, promoting yourself as a caring and understanding specialist. The downside is that clients might blame you if they make mistakes and may come to the conclusion that they no longer need to get hair or beauty appointments because they can do them themselves. If this doesn’t deter you, then here’s how you should respond to clients if you’re looking to encourage them to try DIY treatments: “Hey [CLIENT] - I won’t be open for some time, however, if you’re looking to do a [TREATMENT], then I recommend you check out my DIY on my fan pages!” “Hi there [CLIENT] - sadly, I’m under lockdown and I can’t come to treat you - but if you’re brave enough, I can recommend a few professional DIY videos that can help!” “Hi [CLIENT] - I’m afraid I cannot come to treat you, due to the lockdown, but if you’re looking for a [TREATMENT], I recommend you check out [YouTube channel] on YouTube!” And in case your client ruins their look, but doesn’t blame you, you’ll have a loyal customer anxiously awaiting your reopening!
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