We can daydream all we want about what we would like to say, but finding the right response for hard-to-please clients is the better choice — and ultimately yields more satisfying results. Read below to learn our suggestions to placate common complainers.

Faye K. Story

Faye K. Story

Bio: “Time Shmime,” thinks Miss Faye K. Story. “There’s no reason to be on time since the appointment can’t start until I get there.” This client’s abuse of the appointment book is so notorious she barely realizes her offense at being late — until she feels the icy breeze from your side of the desk. The drop in temperature causes her to launch into a six minute dissertation, using her hands (which she has yet to place on the table) to mime the drama that kept her from arriving on time. This could be traffic, the kids, her job, a phone call … any number of culprits that amused you on her first offense, but are now annoying since you realize it’s a lifestyle not an exception.

Response: This client differs from ones who are late and legitimately apologize for it. Faye K. Story doesn’t really think it’s an offense to be late. She has no intention of curbing her behavior. She’s trying to curb your view of tardiness by making you laugh. Take your time setting boundaries, explaining yourself as you go. On the first offense, excuse her, but reiterate the need to be prompt in order to receive a complete service. On the second offense, say, “It sounds like you’ve had quite a day. It happens to the best of us. Unfortunately, since you are late and I have a client right after you, I won’t have time to polish.” If she is more than 10 minutes late on the third offense, leave the salon. Let a coworker tell the tardy client that you “thought she forgot her appointment.”

Ima Chee Poh

Ima Chee Poh

Bio: Ms. Chee Poh holds the theory that regardless of the increase in living expenses, supplies, or education, the cost of her nail appointment should remain static. She believes in her heart of hearts that you pocket every cent of the service cost, and secretly believes this is too much for a nail tech to make. When she hears the news that there is a price increase, she believes she can avoid paying the extra amount by complaining about it or threatening to remove her nails. Ima Chee Poh could choose a number of different angles for her complaint. She could challenge you: “Why are you raising your price?” She could try manipulation: “I don’t know if I’ll be able to keep coming. This is getting very expensive.” She might even be rude: “I can’t believe you’re raising your prices again. You just raised them last year.”

Response: It’s easy to take it personally when a client complains about a price increase. She is saying, in effect, “You aren’t worth it.” It’s important to separate a client’s annoyance at a price increase with her feelings about you. You don’t know what other factors make her overreact to a price increase — she may have a tight budget, she may have had a hard day, or she legitimately may be cheap. Whatever the reason, your prices are going up, and clients have a choice to pay your new price or find a new tech. Regardless of what angle she uses to voice her complaints don’t apologize for the price increase. You can respond with empathy, saying, “I understand your frustration. I felt that way when I ordered supplies last week and saw how much they have increased the price of product.” If product prices haven’t increased, substitute that statement with whatever was the catalyst for your price increase. For example: “I understand your frustration. I was paying bills and wondering why things were so tight; then I realized I haven’t had a raise in over three years. Can you imagine having no price-of-living increase for three years?”

Mona Lott

Mona Lott

Bio: Ms. Mona Lott loves everybody’s nails but her own. She’ll pay lip service to the fact that you’re a wonderful nail technician and she thinks you’re great, but she’s dissatisfied with her nail shape, her polish color, her appointment time, and any number of other things that she can find to critique. Mona Lott doesn’t want round nails or square nails, yet the shape in between is not quite right either. Her sides are too narrow or the free edge fans out; her arch is too high or too flat. She wants a French manicure, but the white is too white or not white enough, and she can’t decide between a pink or eggshell base. She can’t make up her mind about what she prefers, and she has the ability to turn her uncertainty into a criticism of your work.

Response: The intent of Mona Lott is not malicious. In fact, at the beginning of your relationship with her, you probably thought she was sweet, and you really tried to meet her seemingly harmless demands. However, as time wore on and she couldn’t articulate the source of her discontent (though she is quick to let you know she is discontent), you realized this client is not going to be satisfied. It takes a certain amount of courage to confront Mona Lott, but you’ll be better off as soon as you do. “You know, I always feel like you’re unhappy with my work,” you could say. (She’ll vehemently deny this: “That’s not true; I tell everyone how wonderful I think you are.”) “Hmm. I always feel like you’re never quite satisfied when you leave here, and I hate that, because I try so hard to please my clients,” you could honestly state. Again, Mona Lott is not malicious. Confronted with the news that she is perceived as dissatisfied, hopefully she will begin to compliment instead of critique. [PAGEBREAK]

 

Sue Nora Layter

Sue Nora Layter

Bio: Sue Nora Layter has the audacity to give you a check and ask you to hold it until next week. In her mind, she believes since she’s given you a check, she’s paid for the appointment. “Would you be able to hold this until next Tuesday?” she asks sweetly. “I’m a little short this week.”

Response: Do not hold a check for a client. You can respond with, “Well, I can’t hold the check for you, because I need it for this week’s receipts, but I don’t plan to go to the bank until tomorrow, so that gives you a day to transfer money to your checking account.” If a client asks you this over the phone, be firm. You can cancel her appointment and reschedule closer to her payday, but you can’t perform her nail service and wait for payment. If she persists and wants to know why you can’t hold the check (in her mind, you’re still getting your money) you could respond, “Because I schedule appointments with the expectation that I’ll bring home a certain amount each week. When I have to hold a check until the next week, it’s as if I’ve worked an hour for free this week, and I’m not willing to do that. Would you be willing to do that?”

Anita Ruler

Anita Ruler

Bio: Before she’s willing to wash her hands and have her nails polished, Miss Anita Ruler will sit at your desk, measuring each nail from different vantage points. She herself won’t know for sure if the nails are slightly uneven, but she’ll want to consult with you on each digit to get your opinion. “What do you think? See … if I line up the cuticles of my middle fingers, it looks like my nail on the right hand is slightly shorter. Can you see that?” Miss Ruler’s attention to detail can stretch the nerves of the most patient tech.

Response: You have two lines of defense: submission, which requires you to file each “imperfection” away whether of not it’s needed, or education. “Oh, yes. I do see that slight difference. Though, it seems to me that the discrepancy is actually in the length of your natural nail bed — not in the length of the extension. You see, one hand is not always an exact mirror image of the other. That’s why nail enhancements are so ideal. We can create the nails to appear to be uniform, though our natural nails differ from one finger to the next.”

Mary D. Well

Mary D. Well

Bio: Mary D. Well doesn’t have to work or worry about money. Mary D. Well thinks that since she runs with the “beautiful people” her money is brighter green than the working client’s money, so she can call and get an appointment whenever the whim hits her. Though not during tennis, Pilates, the gym, lunch with friends, or when it’s time for the kids to come home. Also, she’s scheduled a massage, a color, an acupuncturist appointment, and she has a meeting with the builder — but could you be a dear and squeeze her in right now?

Response: Nothing makes Mary D. Well clear her calendar like the word “no.” I know it’ll be hard. She’s a great client to have. She’s the glue that holds her social circle together, and if you get her as a client, she’ll bring in all of her friends. But unless you’re willing to say no to her urgent “emergencies,” Mary D. Well won’t ever learn to respect your schedule. Avoid telling this client “no” in a rude, disrespectful way. Apologize to her, joke with her, charm her with kindness; do whatever it takes to remain professional and helpful as you make it clear that you are not sitting idle while you wait for her call. You could say, “Oh! I’m so sorry, Mary, I can’t take you right now. I have standing appointments all afternoon. Could you come in between the gym and tennis tomorrow? How about right before the kids get home? Would Tuesdays at 1:30 work — we could make that your standing appointment, so that you always know you’re in the book.” When she realizes that you are in high demand, she’ll settle down. Nothing quiets a demanding client like a full schedule; people want what they can’t have. Be flexible, professional, and kind, but let Mary D. Well know that the best way to get the appointment she wants is to schedule it ahead of time.

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