It’s great to meet people who lead their field.
You spot them by their ideas.
If your business suffers customers who show up late (or not at all) you may like this story.
I never know where my next blog post will come from: smart ideas reside in the most unusual places.
So I was delighted when Philippe* my hairdresser described the stylish way he handled a perpetually tardy client.
Late Shift
Ada* was a nice lady who had a monthly cut and colour.
The problem was, each month she arrived a little later for her appointment.
It was always parking or traffic, or some other excuse.
Philippe bore it for a while, then mentioned in passing a few times that tardiness wasn’t ideal for his salon.
Each time, Ada said she:
- Understood perfectly.
- Was sorry, sorry, sorry!
- Would never be late again.
Last December, late for her 1 pm appointment, Ada rang to say she was just round the corner.
Ten minutes passed. Forty. Fifty.
Then Philippe saw Eve* (his 2 pm client) arrive and park.
RIGHT! he fumed, Enough is ENOUGH!
Too Late
A full hour after phoning, Ada bustled in – spouting parking and traffic and sorry sorry sorry.
She flew to her usual basin and reclined for her wash.
In a calm, quiet voice, Philippe said:
Ada; could you please come to the counter?
Perplexed, Ada did as bid.
Ada, it’s a full hour since your appointment. I can still do your hair now, but on one condition.
What’s that?
Do you see that lady getting out of her car?
Yes.
That’s Eve. Her appointment starts now.
Yes, but … but I’m a very good customer. What about ME?
So is Eve, Ada. You’re both good customers. But Eve is on time – and about to walk in. I will do your hair today, if you can explain to Eve why you were late and why she should wait for me to spend her appointment time with you.
Ada declined and Phillipe quickly found another salon to do her hair later that day.
Later
Next month, Ada was back.
On time.
But when she tried to make light of her lesson, Philippe said he’d felt disrespected by the situation and that his time was just as valuable as hers.
He then carefully explained that mutual respect underpinned his thriving business, with clients who’d come to him as children, now bringing their kids.
Ada has not been late again.
Never Too Late
Awed and enlightened by Phillipe’s anecdote, I asked if I could use it.
He graciously agreed.
I’m not the sharpest pencil in the box, so I’m always happy to gain a new tool.
And I think this one’s a ripper.
To bend a recalcitrant client to your will without offending them or losing their custom is a rare feat.
I warmly invite your tales of client tardiness (or other unreasonableness) that we may learn your elegant solutions thereto.
* For the purposes of this discussion.
Paul Hassing, Founder & Senior Writer, The Feisty Empire
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Author
Adam Finlay
September 7, 2010 at 10:18 am
Super post Paul! Lateness is one of my peeves too. It’s something I’ve tried to iron out of my existence as far as possible, with 95% success (occasionally there is traffic, or misunderstanding). I like Philippe’s approach. Wish I was that balanced. Normally I’m just plain enraged.
PS A related time-wasting topic is inefficiency. For example, today I must call one national phone network and one national revenue collecting agency for the third time each …
Author
Adam Finlay
September 7, 2010 at 10:20 am
Oops … inadvertent submit … for the third time each: TO RESOLVE A QUERY THAT EACH ORGANISATION FORCED ME TO SUBMIT ONLINE IN THE FIRST PLACE. Presumably to avoid staffing the phones.
The shouting is intentional.
Don’t be late to your next appointment.
Author
Paul Hassing
September 7, 2010 at 10:27 am
Thank you x 2, Ad. I’m an old hand at RAAAAGE!!!, but I’m currently reading ‘Instant Calm’ to see if I can avoid an early cardboard box from stress.
There is something extraordinarily upsetting about IT and telco dramas. O to return to things of stone and wood!
Good luck in your minor quests. We sure have come down a notch in the golden sheepstakes. Same herculean effort, for so little reward!
Always a pleasure to see you here, Cobber. Best regards, P.
Author
Mel
September 7, 2010 at 1:40 pm
Hi Paul
Great article
In my experience there are 2 types of people. Those who are on time, and will let you know they are going to be more than 5 mins late. And those who think that being up to 10 minutes late still means you’re on time. I am the first type and have many friends who are the second type which used to drive me crazy until I brought it up and we figured out a happy medium. Your article made me realise that it should work like that in business too, and just because we want to get business from clients, it doesn’t mean the rules of respect don’t apply.
Cheers
Mel
Author
Malcolm Owens
September 7, 2010 at 1:42 pm
Greetings gents,
You are 100% right – lateness = tardiness = rudeness. I no longer do lateness. If someone is more than 10 minutes for a meeting it is cancelled and I won’t see them. If they call and let me know and have a genuine reason then that’s OK, we have to be reasonable.
I value my time, use it to best advantage and if I’m meeting someone I will usually be ten minutes early just to make sure.
There are time wasters everywhere. I get them on the phone wanting to sell me things such as corporate boxes for ‘special events’. One guy rang me 3 times a week, every week. I told him repeatedly that we don’t do that sort of thing. He kept calling. I asked him politely to stop calling. He didn’t. It was only after I was quite rude that he stopped.
I don’t have the time, patience or inclination to deal with these people.
So I don’t.
Author
Adam Finlay
September 7, 2010 at 2:44 pm
Malcolm, it’s 1.32, where are you? Well, that’s it. I’m leaving …
Author
Naomi from MYOB
September 7, 2010 at 3:04 pm
Love the post Paul! Thanks for sharing Philippe’s* experience.
It’s all about learning from each other.
BTW – I hate being late. Will always arrive early or one time if I can.
I’m never late to my hairdresser – who I have been going to for over 10 years. When you find a good one – you stick with them!
Author
Malcolm Owens
September 7, 2010 at 3:27 pm
err sorry Adam, I was sure our appointment was for 3.30pm?
You see I was abducted by Aliens on the way to meet you and while flying through a vortex was transported 2 hours into the past and when I fell back through the wrinkle in the space time continuum I failed to make up that time and so even though I look like I’m late I’m actually not because your life is just an illusion. OK?
Author
Paul Hassing
September 7, 2010 at 4:10 pm
Sorry for the delay, everyone. Just spent half a day getting jerked around by a ‘new’ car dealer. Wait till you read THAT post. Will read and respond to your comments now. P.
Author
Paul Hassing
September 7, 2010 at 4:29 pm
Hi Mel! There is a THIRD tribe.
Freaks so obsessed with teutonic timekeeping that they turn up 40 minutes early – having allowed thrice more time than necessary for every conceivable emergency.
They park and wait, or circle the venue aimlessly, just to be on time.
Pity us … I mean THEM.
Author
Paul Hassing
September 7, 2010 at 4:33 pm
Thank you, Malcolm. It was definitely 1.30; Adam told me how excited he was to be getting some face time with you.
Did the Aliens capitalise their generic noun, or brainwash you to do that?
Actually, the REAL Malcolm would never do such a thing. I think you’ve been body snatched. Probably drugged by something in the chips they served you.
Look out everyone: Malcolm isn’t himself!
Author
Paul Hassing
September 7, 2010 at 4:39 pm
Thank you, Naomi; so glad you dug this one.
I’ve heard that good hairdressers are hard to find. Certainly sourcing one who’s happy for his every word to be broadcast to the business community is a win for me!
When you think about it, though, many people spill their innermost secrets when in their stylist’s chair. Maybe it’s time we turned the tables!
Author
Adam Finlay
September 7, 2010 at 4:47 pm
Yes, that’s right Malcolm. 3.30 your time = 1.30 my time. As agreed.
I’m sorry to hear about all that probing.
But you’re right, my life as a dog may indeed be an allusion.
Author
Paul Hassing
September 7, 2010 at 4:50 pm
It certainly alluded me!
Author
Adam Finlay
September 7, 2010 at 4:53 pm
Better than being extruded by the aliens.
Author
Malcolm Owens
September 7, 2010 at 4:54 pm
Bugger, I forgot to tick the ‘probe’ box when I signed up. The alien’s name was actually Alien (means Allan) so in fact was correct.
Author
Paul Hassing
September 7, 2010 at 4:58 pm
Well, I must say: you’ve BOTH got me there!
And I thought “Alien” meant “we’re just borrowing your loved one for a moment”.
I stand corrected.
Author
Mel
September 7, 2010 at 4:59 pm
Thanks for the Tuesday arvo laugh. And Paul, I believe that the existence of the Third Tribe was a key reason behind the invention of the blackberry and iPhone – to keep them (us) productive while waiting. Or at least entertained by music and games and tweeting.
Author
Paul Hassing
September 7, 2010 at 5:00 pm
Good point, Mel! I started a numbers lens to pass the time! Cheaper, but not nearly as effective!
Author
Adam Finlay
September 7, 2010 at 5:01 pm
I always though alien was a type of security over property whereby a creditor has the right to retain possession of a debtor’s property until the debt is paid … but I may be spaced out.
!
Author
Paul Hassing
September 7, 2010 at 5:06 pm
Well, both languages could derive from the Sanskrit ‘lEn3′ which is what creditors (and new car salespeople) do extremely well.
I though t you r spacing was
fine
.
Author
Carbonite Australia
September 12, 2010 at 6:59 am
This I must say took some guts. None wants to lose customers and as much as we may read articles that say lose bad customers, can we really afford to lose any customers.
What I like hear is he used a mature approach to manage an under performing customer to teach them a lesson and keep them as a customer at the same time.
As I mentioned articles written about shredding bad customers come around every week and they mostly say that you will save money and be better off. Mostly they say pick the customers or the jobs you want.
In a retail world, you can’t always control who walks in, and if they are a regular customer they can keep your business going during tough times. Most people just put up with them or end up arguing with them which doesn’t help anyone.
Great story.
Author
Paul Hassing
September 13, 2010 at 7:24 am
I’m glad you agree, Arthur. Phillipe certainly has a great presence. Calm but assured.
I hope to write another post about how he manages to charge for travelling time without upsetting people.
That impressed me no end as well! I really appreciate your high quality comments. Many thanks indeed!