What do you say to clients when you have sacked a member of staff?

[redlottie13]

Hi all the question is pretty straight forward really, I'm having an absolute mare (understatmemt..... Of the year with a stylist!)

I have reasonable belief a staff member has stolen, I've checked ked with acas and I'm within my rights.
I am going to sack her tomorrow under gross misconduct.

But .... When I call the salon clients to rebook them with me and let them know this stylist has left how do you deal with it professionally? ....and what would you say ? X

 

[riva]

I've had the similar situations. You're invariably going to lose some clients. I usually say something like

1. her personal situation changed and she couldn't stay on. Say 'don't know' to further questions.
2. she needed some time off. We're not sure if she'll come back. I do wish her all the best though...
3. add something like...she was a very good stylist/facialist etc. we're going to miss her.

Basically, you don't want to come across as if you were gossiping and bitching about other employees. That's never good no matter how right you are. To both clients and other employees/staff. Much classier this way.

 

[AcidPerm]

I’d simply say that X is no longer working at the salon and her clients have been transferred amongst the other staff and you’d like to offer them a discount of 20% off their next booked service for the inconvenience. (You could adjust the discount according to the service booked.) Assuming they’re happy with the new stylist, by the time they need to re-book, they’ll have more or less forgotten about your ex-staff member.

Don’t tell any lies or untruths as it’s bound to bite you in the bum later. If they’re very persistent, just say something along the lines that you won’t be discussing the situation as you firmly believe that all your staff are entitled to their privacy.