I want to broach a topic that is fairly taboo in the tanning salon industry: firing clients. For the most part, it should almost never happen. Unfortunately, there are moments when a salon may need to turn away clients due to their behavior.
When this happen, it can feel like a breakup. It’s awkward—and it’s often something best handled by the manager or owner of the salon. Though the actual firing method is best left for another article, it’s time to talk about moments when it’s time to cut off a client.
#1: They’re a liability.
As salon owners, we all know that accidents can happen. Accidents are fine as long as they are freak accidents no one could see coming. Insurance companies will notice if an accident happens because of reckless behavior from you OR the client you allow in.
If your client is clearly under the influence, clearly ignores medical advice pertaining to tanning, or refuses to use eyewear in the UV beds, you can’t let them in your salon. They are a liability and can cause a serious problem for your salon if something goes wrong.
If a client is using the beds at an alarming rate or you have reason to believe they shouldn’t be using your machines, it’s okay to ask for a doctor’s note before you give them entry. It’s a matter of safety being first.
#2: They have sanitation issues.
All salons have to keep up a decent level of cleanliness in order to remain in business. We all sanitize our beds, sweep floors, launder towels, and wipe down countertops. Cleanliness is just as much about marketing as it is about safety.
Most clients might come in a little rough around the edges, and that’s okay. That’s where sanitary practices come into play. However, if they stink from a mile away or have serious issues with lice, you might be better off to turn them away at the door.
On a similar note, if you have a client who purposefully does something egregious—such as using a tanning bed like a portapotty—that’s worth a permanent ban.
#3: Your client’s behavior is out of control.
Your salon requires a certain level of peacefulness. Your ambiance matters to clients. A client who shouts on the phone or refuses to parent their (extremely loud) kids is a client that may need to be asked to leave if they don’t change their behavior after two in-person warnings.
If your client gets belligerent or aggressive with your staff, that should be an instant out. Your employees shouldn’t ever feel threatened when they’re working. The same can be said of clients who trauma dump on staff members, even after warnings from management not to do that.
If you feel guilty about banning a client from your salon, it’s good to recognize that you’re far from alone from having this happen. One of the members from the Real Housewives cast was also banned from a tan spa for disruptive behavior too. So, it can happen to any salon—even those catering to stars.
A salon should be a place where everyone feels safe, relaxed and comfortable. That includes your employees. They will work better when they enjoy the ambiance of the salon too!
#4: You caught the client stealing.
Though rare, there have been moments where clients have tried to pilfer bottles of tanning lotion or tan mitts. If you catch a client in the act, call the police and permanently ban them from the premises. There’s no reason to give them a second chance when they do something that low.
