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Stop Losing Profitable Customers: How to Set Rules Without Pushing Away Your Best Clients

Updated: Oct 18, 2023

Let's talk about a common mistake that could be costing your business valuable customers.

Imagine this: You've had a few customers who didn't show up for their appointments. It's frustrating, and it's costing you money. So, you decide to start asking for prepayment for services that normally didn't require it. Problem solved, right? Not quite.

Here's why this approach can lead to more problems than it solves:

Penalising Good Customers

By asking for prepayment, you're treating all customers as if they might not show up. This can feel unfair to your loyal, dependable customers. They might wonder why they're being treated this way when they've always been reliable.

Looking Unprofessional

This change might make it seem like you don't know how to find profitable customers. It can give the impression that you're struggling with managing your business, which might make potential customers think twice about choosing your services.

Pushing Away Potential New Customers

For new customers, trying a service is already a risk. If they have to pay a deposit, they might think the services aren't that good. This can stop them from even giving your business a chance.

What to Do Instead

So, what's the solution? How can you deter bad behavior from customers without creating a poor experience for the good ones?

  1. Communicate Clearly: Let customers know your policies upfront. If you need to make a change, explain why and make sure it's clear to everyone.

  2. Offer Incentives: Instead of punishing everyone, reward good behavior. Offer discounts or special offers to loyal customers.

  3. Handle Issues Individually: If a customer repeatedly misses appointments, address it with them directly. Don't change the rules for everyone because of a few bad apples.

  4. Build Relationships: Get to know your customers. Building strong relationships can lead to more understanding and less likelihood of no-shows.

  5. Use Technology: Consider using appointment reminders or other tools to help customers remember their commitments.

In conclusion, it's essential to find the right balance. You want to protect your business, but not at the expense of losing valuable customers. By understanding the needs of your customers and treating them with respect, you can create a win-win situation for everyone.



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