Customer Service

True Confessions: Client Tell Us What Bugs Them About YOU

You probably have pet peeves about your clients, but have you ever wondered what they say about you? We spoke to some nail care clients about their technicians and got some surprising answers.

Laurie Petersen

Hospital vice president

“The main reason I’ve changed salons over the years is because the technician would make her life an open book.”

I think it's important to treat your­self to something special so I get a weekly manicure and a pedicure every other week. I keep my nails very short because I'm physically ac­tive and I want them to look nice. My boyfriend loves my feet and says I have the best feet he's ever seen. I like my toenails to look perfect. Pedi­cures offer that last finishing touch.

I've been going to the same tech­nician, Michelle, for about three years. She was recommended by a friend of my mom's. Michelle does wonderful work and she really pays attention to detail. She shapes my nails nicely to a length that I like. She also does a perfect polish job.

The technician I went to before Michelle had too many hang-ups — drug use, prostitution, family problems. It was novel (or a while because she was such a trip, but then it got old and depressing. What surprised me was that she was working in such a nice salon. The main reason I've changed salons over the years is be­cause the technician would make her life an open book. I have a very hectic and fast-paced job so when I go to a salon I want to sit like a bump on a log and not have to deal with anything. I don't want to sit there and hear about the sordid life of the technician. I like the fact that Michelle and I don't talk much. She is in tune enough to know that I don't want to sit and make small talk. She understands that it's my hour to unwind and relax.

I like going to the salon because it's clean, bright, and cheery, and the staff is friendly. There hasn't been any turnover since I've been going there. It's a nails-only salon and since there are so many technicians, if Michelle is out of town, I know I can get an ap­pointment with someone who does good work. I also think it's important to go to a salon that is close to where you live or work—the location should be convenient. Once it becomes a hassle getting there, the experience loses the luxury.

 

Gina Watson

Hairstylist

“I think you get very spoiled when you get your nails done by someone who works in the same salon as you do.”

As a hairstylist, my hands are al­ways in water. With natural nails, polish has a tendency to come-off after repeated exposure to water so I wear artificial nails. But I'm at the point where I am getting fed up with acrylics, partly because my thumbnails have been lifting a lot lately and partly because I'm in tran­sition between nail technicians. Also, short nails are "in" right now. So I'm going to remove my acrylic nails and see how well they do naturally. But if I have a problem with polish not stay­ing on, I will go back to acrylics.

I used to get my nails done by a technician who worked at my salon. This worked out great because we 'would swap services. But I would pay about 50% of the time because I got my nails done more often than she would get her haircut. I think you get very spoiled when you get your nails done by someone who works in the same salon as you do. It’s very conve­nient. About a year ago, she started working out of her home. She did nails right in her living room and I didn't feel comfortable at all because the atmosphere was too personal. Her husband and kids would be there, too.

I like going to a salon to get my nails done because you see new things, new products, and what people are doing. For me, going into a salon is like going to the airport — I love to "people watch." Recently, a client referred me to a technician who, though she does nails in her home, has her own private studio, separate from her home life. I liked the atmosphere, but her work wasn't as good as my previ­ous technicians. I was caught in a catch-22 — great nails and an un­comfortable atmosphere or a com­fortable atmosphere and not-so-great nails. So now I'm looking for a technician for natural nail care.

 

Christine McDermott

Manager of a marketing communications firm

“Since I travel a lot for business, I have been getting my nails done at the hotel salon because it’s convenient.”

When I first moved here, I went to a nearby salon and after only one visit, the nail techni­cian ruined my natural nails. She used acrylic implements, like big heavy files, during the manicure and she brushed on a line layer of acrylic over my nails, which turned them yellow. Then I started going to a technician who worked in the hair salon I used to go to. We had a com­fortable friendship, and she was very accommodating, which is im­portant to me because I'm extreme­ly busy and sometimes I can only give an hour's notice before coming in. Unfortunately, alter about nine months, she moved lo California.

Next, I went to the woman who replaced her, who 1 also liked, but soon she moved out of state, too. I've tried various salons since, but 1 haven't found anyone who gives a good manicure. Most nail clients in my area wear artificial nails so I've found that many technicians do a horrible job when it comes to natur­al nail care. I've found a temporary solution, though. Since I travel a lot for business, I have been getting my nails done at the hotel salon because it's convenient. So now I have to go out of town to get a good manicure!

 

Tania Carrell

Pharmaceutical sales rep

“A big pet peeves of mine at previous salon was that I wouldn’t get the technician’s undivided attention.”

I've been getting my nails done for about 17 years. 1 was an air­line stewardess for 10 years and it was mandatory to have nicely man­icured nails. I had sculptured nails (or a while but the upkeep was too time-consuming. Many technicians would tell me how nice my nail beds are and that I should wear my nails naturally, so now 1 do.

I've been going to Missy Hub­bard, who works at Studio Hair in Louisville, Ky., for about 3 1/2 years. I was new to the area and had no­ticed a woman's nails in the bank and asked where she got them done. I think the best wav lo find a quality technician is to ask some­one whose nails you admire.

Missy is very open to suggestions and her work is very consistent. When I first started going to her, she told me that most of her clients requested acrylic nails but that she would do a manicure and I should tell her what 1 liked. She does have extensive training, though, in nat­ural nails. I like the fact that Missy tries new things and continues her education. She doesn't get stuck in a rut. She may make suggestions to me such as trying a different pol­ish color, but she'll let me make the ultimate decision. If I have a spe­cial occasion and I need to get in right away, she will try to help me out. Missy also is very attentive.

A big pet peeve of mine at previ­ous salons was that I wouldn't gel the technician's undivided attention. She would get a phone call and start chatting away.

 

Keywords:   client issues     client relationships  

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