Mar 14 • General discussion
Q&A For 10 Ways To Improve Your Client's Salon Experience
After sending out Day 4 of “10 Ways To Improve Your Client’s Salon Experience,” Alicia asked a really good question:
“How do I handle urgent client issues if they message outside of my communication hours?”
Here’s my take on it.
It really comes down to how time-sensitive the situation is.
If a client’s appointment is very soon (for example, tomorrow morning) and they send you a message late in the evening about something important, it can make sense to respond.
Your window of time to address the issue is small, and answering quickly can prevent confusion, cancellations, or problems the next day.
For example, if someone has an 8:00 AM appointment tomorrow and they message you at 8:00 PM the night before about something urgent, there’s nothing wrong with responding so everything is clear before the appointment.
However, if their appointment is a day or two away, it usually isn’t necessary to break your communication boundaries. In that situation, it’s perfectly reasonable to respond during your normal business communication hours the next day.
The key is using discernment and time sensitivity.
Boundaries are important, but occasionally making an exception for something that is truly time-sensitive can actually improve the client experience and prevent unnecessary stress for both of you.
If you want to revisit Day 4, you can read it here:
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Q&A For 10 Ways To Improve Your Client's Salon Experience
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