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.

Dayle Paulson

Personnel administrator

“Up until a few months ago, I would alternate salons depending on who could get me in first.”

My nails are very thin and break easily, so I have acrylic nails for added strength. I also have them done For aesthetic rea­sons. It's just one more tiling I don't have to worry about. Besides, polishing my nails with my left hand is impossible. I first got my nails done three years ago for my son's wedding, and 1 have been hooked ever since.

Up until four months ago, I would alternate salons depending on who could get me in first or where I was at the time. I soon realized that those discount salons have some people who don't know what they are doing, but 1 like the freedom of being able to walk in without an appointment. Also, these salons are less expensive. Recently, I have found two tech­nicians, Peter and Marilyn, who work at the same salon and they both do a great job. I prefer going to Peter, though, because he's very fast and he's a joy to talk to.

 

 

Rhonda Sanderson

Owner of a public relations firm

“I left my previous salon because one of the technicians there was not at all accommodating.”

I think getting my nails done is the smallest, shortest process of tak­ing care of myself. For years I had sculptured nails, but for the past 10 months I've been getting a natural nail French manicure. My techni­cian, Marta, talked me out of acrylics because I have paper-thin nails, and she said she'd rather have me as a long-term customer. Malta's wonderful and very accommodat­ing. For me, that's what it takes to make the relationship work. She also lets me make my own decisions and has a very gentle touch.

I left my previous salon because one of the technicians there was not at all accommodating. 1 was giving a huge dinner party at a convention in Washington, D.C. The day be­fore I left for my trip, one of my sculptured nails broke. I ran over to the salon and my technician wasn't there so when I asked the other technician if she could repair my nail, she said she was booked and couldn't do it. 1 told her: "You can't do this to me!" She said she could do whatever she wanted. Needless to say, I never went back. I have this tremendous fear of dependency on beauty professionals so that's why natural nails appeal to me. If you break one, oh well. I think you can become a slave to acrylic nails.

 

Joanna Knehr

legal secretary

“Since the nature of life in Los Angeles is so fast-paced, getting in and out in a hurry is what’s important to me.”

I'm an executive secretary and I work in a pretty posh law office so a nice appearance is important to me.

I've been going to my current salon for three years, and I usually see a different technician every time, it’s a non-English-speaking salon, and the fact that they have so many technicians pretty much guarantees that I can call at the last minute and get an appointment that day. Loca­tion and availability are everything to me. Basically I think there are two types of salons: the ones where you go to pamper yourself and when the environment and social interaction count then there are the "fast-food" salons, where the immediacy of the service is more important. Since the nature of life in Los Angeles is so fast-paced, getting in and out in a hurry is what's important to me. The quality of the service may vary from technician to technician but for me availability is more important than the minor variations in quality.

 

Jenny Alexander

Homemaker

“I always try to find a technician close to my age so we can have things in common to talk about.”

I get my nails done because it is the only luxury I afford myself. I’m the mom of a 2-year-old girl who keeps me very busy. We just moved to Cleveland in May and I needed to find a new nail technicians. I belong to a volunteer organization and I noticed that one of the members had a pretty acrylic French manicure so she referred me to her technician. She’s wonderful, courteous, and considerate. I always try to find a technician close to my age so we can have things in common to talk about. I’m very happy with the quality of her work. She even books a little extra time for fills because she would rather take the extra time for each client and not be hurried.

The salon is a very personal place where everyone greets you by name. The staff is very friendly and someone always offers me a refreshment as soon as I walk in the door. At my previous salon, although my technician did a great job, the salon was so large and everything was so automated that it felt more like a factory. It was very impersonal.  

 

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Keywords:   client issues     client relationships  



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