Recently my wife took our daughter ‘Indigo’ for a check up at the orthodontist. Now, we love our orthodontist she’s the best! But something happened that often used to happen in my salons so I guess it was karma that I was on the receiving end of it…

Let me explain…

At the end of the check-up, the orthodontist said to my wife; “Indigo will need an extra retainer in case she loses or breaks this one”. [That definitely makes a lot of sense].

So the orthodontist went ahead and made an impression of Indigos teeth and when my wife came home she was raving about the experience and she said, “…and she even made an extra retainer for ‘free’! It’ll arrive tomorrow.”.

Surprise!

So the next day the retainer arrived and so did a bill for £95! Now I’m not quibbling about the price and I’m happy to pay for it, but the point is my wife didn’t know that she was going to pay for it because she wasn’t told that it was extra, so she assumed it was inclusive, and that’s the problem that often happens in salons as well.

It’s the surprise factor, that what you thought they were going to pay and what they ended up paying were two different things. That unexpected surprise can be the cause of ruining the relationship or at least putting a strain on it.

The orthodontist should have said something like this…

“Indigo will need an extra retainer in case she loses or breaks this one, it will be an additional £95 are you happy for me to go ahead with that today?”

At which point my wife would have said, “Yes definitely!” But she might have said… “Actually, could I get you to hold off on that at the moment, and I’ll get it done next time”.

The obvious analogy with some salons is that often times clients receive something like a toner or a treatment and they are not always explained what the additional cost is, which then leaves a client standing at the front desk feeling awkward at best but possibly annoyed to the point where you might lose them.

The obvious solution…

is to always make sure that you inform clients of the costs of any additional services before you do them…

After recommending an additional product or service and explaining the additional cost, you should use phrases like… “…would you like to go ahead with that today?” Or “…would that be okay” or “…have you got time for that today?”

For example, you might say…

“…because your hair is very dry at the moment I recommend you have a protein and moisturising treatment. It’s an additional £20 would you like to go ahead with that today?”

Or during a colour consultation…

“With your colour service today it should be £95, but because of the length of your hair, I may need to use additional product which will be an extra £10. Are you okay with that?”

Or as another example, you might say something like…

“I may be able to get the right shade of blonde with a high lift tint, but I might also need to apply a toner which will be an additional £20. Are you okay with that?”

Using phrases like that will guarantee that the client is aware of the process and any potential cost implications, you will sound more professional and there won’t be any misunderstandings when it’s time to pay the bill.

2 responses to “I don’t like surprises!”

  1. amanda says:

    love your work Anthony, hope your well love Amanda

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