Business Management

Dear Shari: November 2008

Salon owner Shari Finger answers your questions on building a clientele, regaining the trust of a discount salon-goer, listening to clients’ personal issues, and clients who mistreat their nails.

How do I get clients to respect their nails and to treat them more like “jewels, not tools?” Sincerely, Disrespected

Dear Dis’d: Most nail techs believe that charging for every broken nail will deter clients from abusing their nails, when actually the practice just enables that behavior. Clients then feel that they pay for them, so they can do anything they want.

Try educating customers on the proper maintenance and use of their nails. I like to give new customers an owner’s manual to go along with their new set of nails, listing all the do’s and don’ts of nail enhancements, salon policies, and complementing services they won’t want to miss out on.

Immediately address the problem if you see a customer with more than normal breakage. Try to pinpoint the cause and solution so you can improve the customer’s experience.

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Keywords:   business building     client relationships     client retention     Dear Shari     discount salons     educating clients  

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