For too many beauty and wellness professionals, checking their book for the week ahead brings a familiar dread.
You look at your upcoming appointments and see that name. The client who's perpetually late, or haggles over prices, or fails to respect your expertise.
But what if we told you those problem clients are optional?
They very much are, according to Jamie Schrabeck, PhD. A nail artist since 1992 and owner of Precision Nails in Carmel, CA, Schrabeck recently led "Clients Behaving Badly," a packed workshop at the International Beauty Show-Las Vegas.
There, Schrabeck challenged her audience of beauty and wellness professionals to rethink their relationship with their clientele.
Her approach isn't just about managing difficult personalities; it's about building a sustainable career. “You choose your clients,” she emphasizes. “Bad clients exist because you let them.”
Here are Schrabeck’s five principles toward ridding your life of difficult clients.
1. The Behavior You Model is the Behavior They Mirror
One massive truth that beauty professionals need to understand: “Your clients are literally a reflection of you,” Schrabeck says. "If you're constantly running behind on your schedule, why should they arrive on time? They're going to be waiting anyway."
Schrabeck points out that the standards set — and enforced — by salon professionals is what determines the caliber of clients they attract. “If you accept subpar behavior, you'll continue to get it.”
Schrabeck lays out the characteristics of an ideal client. They have nothing to do with demographics or spending power, she says — and everything to do with behavior:
- Values your expertise and licensing;
- Respects your time and shows up punctually;
- Commits to appointments;
- Maintains basic hygiene and cleanliness standards;
- Supports your professional growth;
- Compensates you fairly without complaint.
That last point is a big one, Schrabeck says. "As they're handing me their credit card, I don't want any of them griping about what I charge.
“They shouldn't be there if it's a hardship. No one is entitled to professional nail services."
2. Part Ways With the Bottom 20%
Now, Schrabeck says, rank your current clientele based on those characteristics. And then? Eliminate the bottom 20-25%. "I want you to feel very confident to just take that bottom tier and fire them!"
The fear of losing income by dropping difficult clients is misplaced, Schrabeck argues. "You're going to attract new clients, and those new clients are not all going to land at the bottom of your list.
“Sometimes a new client might go right to the top of your list, because they're amazing."
3. Base Your Schedule On Your Priorities — Not Theirs
One of Schrabeck's most fundamental concepts challenges the traditional approach to filling your books. Instead of accommodating every client request, she advocates establishing your ideal schedule first, then offering only those available times.
Schrabeck works Tuesdays, Wednesdays, and Thursdays from 8 a.m. to 6 p.m. That’s it. Want a Friday appointment? You'll need to find another provider.
"Am I missing out on some money? So what? I'm only going to work a certain number of hours," she says.
"I have protected my boundaries, and those other hours are available to me. Not to clients."
4. Embrace the PREs: Pre-Payment and Pre-Booking
To ensure client follow-through, Schrabeck requires new clients to pre-pay the entire cost of their first service before their name goes in her book. This simple policy immediately weeds out clients who aren't serious about their appointments.
For existing clients, she advocates heavily for pre-booking standing appointments. "You've got a set number of hours that you want to fill. You want to fill those hours with your best clients first," she says.
By summer's end, Schrabeck typically has 60 -70% of the following year pre-booked with standing appointments for her most valued clients. The remaining slots go to occasional clients, but they don't get prime-time slots — those are reserved for clients who commit.
5. They Get One Mulligan. One.
When clients do violate policies — as in no-shows or late cancellations — Schrabeck lets it go one time and one time only. Her standard line in those situations? "I will pay for your disappointment this time, and only this time."
After that, no-show or late cancellation fees apply.
For repeat violators, Schrabeck advocates either dropping them outright, or engineering a soft removal by adjusting your schedule while raising their prices. "That will shake people loose," she notes with satisfaction.
Schrabeck's message ultimately comes down to self-respect. "You don't owe anybody anything." Salon and spa professionals who are conditioned to accommodate unreasonable demands need to do a hard reset, she says.
Besides, Schrabeck points out: quality clients want to work with quality professionals. If word gets out that your standards are sky high, "that's like — the best advertising ever!"