Maximizing Customer Experience: Strategies to Prevent Client Ghosting

By: Hunny Ricketts

Maximizing Customer Experience: Strategies to Prevent Client Ghosting

In the realm of entrepreneurship, prioritizing the customer's needs is paramount, even when you are your own boss. The phenomenon of "Client Ghosting," a behavior characterized by a sudden and unexplained disappearance, is not only unprofessional but also disrespectful and inconsiderate, regardless of underlying reasons. The following are preventive measures that you can implement to mitigate this issue.

Capacity control serves as a guiding principle to alleviate the overwhelming feeling often associated with managing clients effectively. Effectively managing your capacity and availability empowers you to deliver the ultimate customer service experience. While there may be twenty-four hours in a day and seven days in a week, it's imperative to recognize that not every minute can be allocated to client appointments.

Considerations such as lunch breaks, personal wellness activities, family commitments, and business development must be factored into your schedule. Below is a practical approach to manage your client bookings.

1. Prior to scheduling clients, block off all non-negotiable dates and times on your calendar.

1. Determine the maximum number of clients you can comfortably service per day, accounting for longer services like color treatments, braiding, retwists, or re-tightenings. Stick to this predetermined limit to maintain quality service delivery.

1. Emphasize the importance of consultations. During consultations, transparency is key. It's vital to communicate openly with your clients and discuss the nature of your working relationship. Inform them whether this will be a long-term commitment and if they should consider having a backup stylist. Offer to connect them with a trusted backup stylist whom you've built a relationship with. This will ensure that they have support in case of emergencies.

In addition to effective time management, using client tracking software such as Mindbody, Square Appointments, Acuity Scheduling, Vagaro, Booker by MINDBODY, Timely, or SimplyBook.me can streamline your workflow and enhance your organization. Prepare pre-written responses to address client inquiries that will promptly ensure that clients are kept informed of your availability. Below are some suggested responses.

"I regret to inform you that I am currently unable to accommodate your appointment as scheduled. Could we explore alternative dates and times? I value your time and apologize for any inconvenience."

"Thank you for considering us for your hair care needs. At this time, our books are closed. However, we maintain a waitlist with [number] individuals. Would you like to be added?"

"Due to unforeseen circumstances, I am no longer able to provide services. I have established relationships with other hair care specialists in the area, and I'm happy to provide their contact information for your convenience."

Next month we will delve into the importance of setting healthy boundaries with clients.