Boundaries with clients. When and should clients become friends?

There’s no simple answer for this question. And it can be awkward sometimes. But at the same time, why reject the connection you get from a client? If you’re energy matches, then you could very much be friends and even meet outside of appointments! The biggest question is, what happens when they then come back for an appointment?

The concept of money can get really awkward and frightening when dealing with friends. So, when a client becomes a friend, that can leave some of us in a pickle! Given the beauty industry is so friendly, informal and appointments are almost like therapy sessions, there’s no denying that boundaries can become blurred. But how do you maintain a business relationship? Because that client is only visiting you for your services, not for your company. And you’re only taking that client because it’s your job, not to hang out. The rest is a bonus!

I always go by a few rules that really nail it for me, given that I can sometimes find myself in awkward situations.

·      Be as welcoming and friendly, but maintain professional and provide the service in question to the best of your ability.

·      Its ok to have deep conversations with clients. Beauty appointments are lowkey therapy sessions. Let your client get comfortable in their skin and vent if needed

·      Don’t have any unnecessary input/comments on personal life when clients are explaining/ talking about their life. Always try to provide more surface comments that lean towards positivity. An example of this could be could be if a client recently broke up with their boyfriend due to cheating/narcissistic behaviour. My immediate response would be ‘’He didn’t deserve you’’, ‘’He will regret it in the future’’. But instead, to maintain a professional boundary, I would respond with ‘’Take this experience as a positive thing. You’ve lived this and now you’re wiser. You can learn from this experience and ensure something like this doesn’t happen to you again’’.

However, I still find myself in situations that can sometimes be awkward. Maybe I’ve been too friendly and blurred the lines a little. It’s always important to remember wait I said above. Those clients come to you for a service, not to hang out!

However, if a client is a regular, brings you multiple friends and family members via referral, you hit it off and catch a vibe, is it ok to reduce your prices?

This is completely up to you. I like to give a little discount here and there especially with my annual boosts, partly because the way my annual boost prices are set out isn’t a ‘fit for all’. Retention is so different with every single client so 9 times out of 10 the workload isn’t as heavy. This way, I’m freely able to drop the price a little. I think this also creates a sense of loyalty too. Clients feel appreciated and its almost as if you’re not treating them! Remember, it’s your business, and you know your expenses and outgoings. Is dropping a few quid off a treatment going to break the bank? You’re the one that can make that decision. And its HUGELY appreciated by clients. More than we realise!

So what I’m really trying to get at here is, protect your professionalism at all costs, yet be as friendly and welcoming to your clients as possible, but also protect your boundaries! (I know, its easier said than done!)

Lots of love,

Handan x