Parting ways with a client is never easy. But it’s often necessary for a stylist or a salon’s emotional, mental, or financial health.
How do you know it’s time to fire a client?
- Their upcoming appointments create a sense of anxiety or dread for those who have to interact with them,
- They often want free/ discounted products or services (even after being told no).
- They've been rude, combative, or offensive to you or someone you work with.
- They're unwilling to abide by the rules of the business (such as: arrive on time for appointments; don’t bring children; pay a deposit to book certain services).
Below are five scripts to use so you can say goodbye a little more easily.
If they’re sent as texts or emails, you can then block the client from responding or booking online.
If you have the conversation over the phone or in person — after you “break up,” your only answer to their response should be:
“Sorry, but I won’t be changing my mind on this. For everyone's sake, it's best that you find a stylist who can meet your needs.”
Repeat as needed until the client understands you are setting a boundary they can't cross.
Script 1 – THEY HAVE COMPLAINTS YOU CAN’T RESOLVE
{NAME}, following our last appointment, I have realized I am no longer able to provide services to you. I am canceling our upcoming appointment to give you time to find another stylist.
I understand that ... {LIST THEIR COMPLAINTS HERE.}
I feel that your expectations are not in line with my ability to meet them, and that you would be a better fit with another stylist.
Sincerely,
{YOUR NAME}
Script 2 – THEY ALWAYS WANT FREEBIES OR DISCOUNTS
{NAME}, though I do appreciate your patronage, it’s clear you would be better off getting your hair services from a {STYLIST/ SALON} whose prices are lower than mine.
I have said I'm not able to give free or discount prices to any client — and having to repeat this more than once is frustrating.
I will be canceling our upcoming appointment to give you time to find a {STYLIST/ SALON} whose price points are better suited to your needs.
Sincerely,
{YOUR NAME}
Script 3 – YOU RAISED YOUR PRICES AND THEY WANT TO BE AN EXCEPTION
{NAME}, I’d like to thank you for being my client for the past {TIME FRAME}. With that said, I am entering a new phase of my career and my updated pricing is no longer able to fulfill your hair goals.
I will be canceling our upcoming appointment to give you time to find a stylist whose price points are better suited to you.
Thanks again for your patronage over the years.
Sincerely,
{YOUR NAME}
Script 4 – THEY’RE MEAN, RUDE, UNPLEASANT
{NAME}, following our last appointment it is clear I am not a good fit to work with you on your hair goals. You were rude to {ME/ MY TEAM/ MY COWORKER}, and it created a hostile work environment for {ME/ US}. I can’t let that happen again.
I have canceled our upcoming appointment to give you time to find a stylist who is able to better meet your needs.
Sincerely,
{YOUR NAME}
Script 5 – THEY ARE UNWILLING TO FOLLOW BUSINESS PROTOCOLS
{NAME}, following your last appointment it is clear our business protocols don't work for you.
{LIST THEIR VIOLATIONS HERE}
These regulations are in place to keep this business running smoothly. When clients don't follow them, it creates disorder and stress for everyone.
I have canceled our upcoming appointment to give you time to find a {STYLIST/ SALON} who will better meet your needs.
Sincerely,
{YOUR NAME}
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