customer service


Booking Bridal Services
  • April 22, 2013
  • NAILS Magazine

Refreshing our look, our services, and our salon is a great way to get ready for the busy coming season. It is a great reminder, Jill, that we need to periodically look at our ourselves and

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Keywords: clients   customer service   salon services   Sandy Combs  
Host a Holiday Open House: Here’s How
  • December 7, 2012
  • NAILS Magazine

Our “Practice Now, Shine Later” series continues with another business building idea: host a holiday open house. It’s not too late. Really you can pull it together in a week. One of my employees Kimberly suggested

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Keywords: customer service  
How We Handled Rachael’s Wedding
  • October 25, 2012
  • NAILS Magazine

Jill, those are great strategies to help you pre-book your clients. I know that remembering the statements about the client’s discomfort or length of her nails helps me to tailor the offering to the guest sitting in

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Keywords: clients   customer service   Sandy Combs  
Practice Now, Shine Later: Get Serious About Pre-Booking
  • October 15, 2012
  • NAILS Magazine

Welcome back to our “Practice Now, Shine Later” series. This series will be about several things to get us ready for the holidays. It will include some business practices as well as techniques to wow your

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Keywords: customer service   Jill Wilson  
Make Pre-Booking a Habit
  • October 12, 2012
  • NAILS Magazine

Practicing your pre-book offerings now is a great way to increase your pre-holiday service sales. It also makes that offering a very smooth one come the holiday season when it can most increase your books and

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Keywords: clients   customer service  
Practice Now, Shine Later
  • October 8, 2012
  • NAILS Magazine

We’ve talked about how the holidays will be here before we know it. There are many steps that will help us to prepare for the busy holiday season. But we have to practice the skills now,

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Keywords: customer service   Jill Wilson  
About Events — And Winning in Vegas!
  • June 20, 2012
  • NAILS Magazine

We have hosted all types of events over the years we have been in business and I know we are always working on the plans for the next one. Events like the ones we have discussed

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Keywords: customer service   Sandy Combs  
Hold a Teen Night or Gel-Polish Event
  • June 13, 2012
  • NAILS Magazine

We have been talking about client events — how to host them and how to make your event successful. I have shared several ideas and event planning tips to get you thinking about your next event.

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Keywords: clients   customer service   Jill Wilson  
Client Events: Nailing Down the Final Details
  • June 6, 2012
  • NAILS Magazine

We're finishing our series on client events. We have covered so much over the last few weeks. Here are the final preparations to make your event a success.Station Set Up: Make sure that all of the

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Keywords: clients   customer service   Jill Wilson  
Party Planning: Remember to Take Photos
  • May 25, 2012
  • NAILS Magazine

Jill, we have tried some of these methods for our client events. We have had them register at a different table instead of the front desk and this really helped us to make sure the guests

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Keywords: clients   customer service   Sandy Combs  
Maximize Social Media at Your Next Client Event
  • May 23, 2012
  • NAILS Magazine

Preparing for a client event takes time and planning. So far, we have covered picking a date, selecting the event type, sending out invitations and getting employees to volunteer. The next step is to plan and set

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Keywords: clients   customer service   Jill Wilson  
Everyone Loves a Party
  • May 21, 2012
  • NAILS Magazine

I agree, client events are a very fun way to let clients see what your salon has to offer. We host several events a year at our salon. We always host an event for our salon

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Keywords: clients   customer service   Sandy Combs  
Put On Your Event Planner’s Hat
  • May 16, 2012
  • NAILS Magazine

I hope you have been enjoying our focus on loyalty programs and how to reward our clients. We have covered loyalty cards — a way to reward our clients for purchases, referrals, and pre-booking, etc. Last

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Keywords: clients   customer service   Jill Wilson   Minnesota  
Husbands Get the Hint With Client Wish Lists
  • May 14, 2012
  • NAILS Magazine

I love the idea of the Top 100! That sounds like a great program to start in our salon as well, Jill. I love that this is a way to not only reward the guest for their

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Keywords: customer service   Sandy Combs  
A Program to Reward Your Top Customers
  • May 9, 2012
  • NAILS Magazine

Thank you for your comments about the loyalty cards. Keep posting comments — Sandy and I love hearing from our readers. The past two posts were about loyalty cards and how we all have them floating

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Keywords: customer service   Jill Wilson  
A Rewarding Practice
  • May 2, 2012
  • NAILS Magazine

This is true Jill. I counted my loyalty cards and had dozens. They require an organizer all their own so they don’t clutter up my wallet.  I use several of them every week around town. For

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Keywords: clients   customer service   Sandy Combs  
Simple Touches Keep Clients Coming Back
  • April 20, 2012
  • NAILS Magazine

I remember when we had all of those problems, Jill. It was a struggle to get some of the staff to retail and get them to ask for referrals. That did not make them comfortable at

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Keywords: customer service   Sandy Combs  
The Art of the Thank You Note
  • January 6, 2012
  • NAILS Magazine

So it’s 2012 and a new year is already upon us. I hope everyone had a nice holiday and a made lots of money working extra holiday hours, selling products, and performing additional services. I know

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Keywords: customer service   Jill Wilson  
There’s No Guilt With Gift Cards
  • December 16, 2011
  • NAILS Magazine

Thanks Jill! We are all working very hard and it has been great to see the other spa side girls get into the contest too. I can’t wait to see the final numbers as well and

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Keywords: customer service   Sandy Combs  
Getting Holiday Gifting Just Right
  • December 9, 2011
  • NAILS Magazine

Jill, I too have made holiday gift bags. I used the treat bags most of the time. Once I found really cute little organza bags at the previous year’s post-Christmas craft store sales and got them

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Keywords: customer service   Sandy Combs  
Give Gifts Galore
  • December 7, 2011
  • NAILS Magazine

We’ve been talking about our holiday game plan. It’s not too late to get your holiday cards together. Your clients have already made their holiday appointments and soon we’ll be so busy we can’t take a

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Keywords: customer service   Jill Wilson  
Holiday Cards: Don’t Get Caught Unprepared
  • December 5, 2011
  • NAILS Magazine

When I first started out, I would only make out holiday cards for the clients I would see in a given week. I didn’t realize that I would sometimes feel woefully unprepared to reciprocate. I would

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Keywords: customer service   Sandy Combs  
Say Thank You With a Discount
  • November 22, 2011
  • NAILS Magazine

We’ve been talking about getting our holiday plan together and about putting it into action. Hopefully you’ve taken my advice and have made your list of clients you wish to give a holiday card to. I hope

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Keywords: customer service   Jill Wilson  
Cards and Treats Ring In the Season
  • November 18, 2011
  • NAILS Magazine

Holiday cards are a great way to brighten your clients’ holiday season. Many of my guests only get a few cards each year and they have said that they miss receiving them. I have a client

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Keywords: customer service   Sandy Combs  
Start Those Holiday Cards
  • November 16, 2011
  • NAILS Magazine

The holiday season is just around the corner and some of your salons are already decked out for the season. Pretty soon our stations will be full every minute of the day. We'll be making our

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Keywords: customer service   Jill Wilson  
Practice Pre-Booking Now and Prevent the January Slump
  • October 19, 2011
  • NAILS Magazine

During the months of September and October we have been talking about pre-booking. We’ve discussed how important it is to your business and to your revenue. I have given you numerous ways to get your client

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Keywords: customer service   Jill Wilson   scheduling  
Scripting the Pre-Book
  • October 14, 2011
  • NAILS Magazine

I can really relate to the deflated feeling Jill talks about in her post when a client shoots down your pre-book offering. Early on in my career, as I mentioned before, this feeling happened to me a

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Keywords: customer service   Sandy Combs   scheduling  
Making It Tough to Say No, Part 2
  • October 10, 2011
  • NAILS Magazine

Picking up from my last post, I’d like to discuss some ways you can respond if your client initially says no to your offer to pre-book. So after the appointment, I’ve walked my client to the front

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Keywords: customer service   Jill Wilson   scheduling  
Pre-Booking: Hitting the Numbers
  • October 7, 2011
  • NAILS Magazine

I can speak to my experiences with using the tactics Jill recommends to improve my pre-book percentage. I have been doing really well for a long time at asking every client to book her next appointment

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Keywords: customer service   Sandy Combs   scheduling  
Math, Not Magic
  • September 30, 2011
  • NAILS Magazine

When I graduated from cosmetology school I had no idea how to project my earnings. As I said before, I just waited for my client to call or to walk in. As a result many of

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Keywords: customer service   profitablity   Sandy Combs   scheduling  
How Much Are You Losing By Not Pre-Booking?
  • September 26, 2011
  • NAILS Magazine

I’ve mentioned that pre-booking your clients guarantees your salary, but do we really know what that means? To give you a better understanding, I want to show you some numbers. This will really give you a

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Keywords: customer service   Jill Wilson   profitablity  
Getting Clients to Reserve Their Time
  • September 26, 2011
  • NAILS Magazine

Back when I first started to work in the salon as a booth renter, I did not know how to pre-book. If the clients didn’t ask to schedule their next appointment before they left then it

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Keywords: customer service   Sandy Combs  
Pre-Booking: Which Words Work Best?
  • September 20, 2011
  • NAILS Magazine

Thank you for your comments and keep your comments coming! We enjoy hearing from our readers. We love to hear that you are learning from our blog and have found something that works from our words.

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Keywords: customer service   Jill Wilson  
Upping Your Pre-Booking Percentages
  • September 12, 2011
  • NAILS Magazine

Since Rachael is focusing on pre-books, I thought this should be the topic this week. I want to show you how pre-booking can affect salon congestion. When Summit Salon Consulting Group held seminars in Minneapolis, my salon

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Keywords: customer service   Jill Wilson  
No More Hit or Miss
  • August 29, 2011
  • NAILS Magazine

I can attest to the fact that consistency is key to a successful salon from the front desk to the back room. Before we started doing things in a more organized manner when we started implementing

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Keywords: customer service   Sandy Combs  
Add-on Advice for Veteran Techs (Part 2)
  • June 1, 2011
  • NAILS Magazine

This is part two of the list of solutions for the seasoned nail technician who is reluctant to offer add-on services. These suggestions will help us to become more confident and give us new techniques to

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Keywords: customer service   Jill Wilson   salon services  
Add-ons: What Works for Me
  • May 27, 2011
  • NAILS Magazine

When it comes to add-on services, these are some of the strategies I can tell you have definitely worked for me.  A few years ago I was seeing the same clients every two weeks at the

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Keywords: customer service   salon services   Sandy Combs  
Add-on Advice for Veteran Techs (Part 1)
  • May 24, 2011
  • NAILS Magazine

In last week’s post, I gave new nail technicians solutions to feel more comfortable with making add-on offerings. This week’s list of solutions is for the seasoned nail technician. These suggestions will help us to become

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Keywords: customer service   Jill Wilson   salon services  
Add-ons: Overcoming Objections
  • May 17, 2011
  • NAILS Magazine

In last week’s post, we talked about the many reasons why nail technicians hold back on offering additional services and add-on menus. This list of reasons is from the last article and below each one you’ll

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Keywords: customer service   Jill Wilson   salon services  
Upselling Services at Last
  • May 13, 2011
  • NAILS Magazine

I think that every nail technician I know can relate to Jill’s last post. At times in my career I have been at both ends of this scale. Up until a few years ago I was

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Keywords: customer service   salon services   Sandy Combs  
The Reasons Why Not
  • May 9, 2011
  • NAILS Magazine

I consult with salons all over the U.S. and Canada helping to build strong successful nail departments. Many times, I see a lack of add-on services being offered. Although there are many reasons the nail techs

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Keywords: customer service   Jill Wilson   salon services  
Talk Up the Differences
  • April 8, 2011
  • NAILS Magazine

What a great post, Jill. I love that you plant seeds for the services you offer for each department during your tour. And I am definitely going to use what you say about husbands and the privacy

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Keywords: customer service   Sandy Combs  
Be a Better Tour Guide, Part 2
  • April 4, 2011
  • NAILS Magazine

Last week Sandy inspired me to talk about how we need to be more effective when giving a grand tour. We talked about planting seeds and letting your guest know about the services we offer. These

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Keywords: customer service   Jill Wilson  
Going Above and Beyond
  • April 4, 2011
  • NAILS Magazine

This week’s post from Jill  makes me think of an experience that I had last year. This doesn’t involve the salon, but it did make me take an in-depth look at how I approach my first-time

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Keywords: customer service   Sandy Combs  
Be a Better Tour Guide, Part 1
  • March 28, 2011
  • NAILS Magazine

Reading Sandy's last post got me thinking about a crucial part of welcoming new clients to our salon. She said "We are usually on our best behavior when we have guests in our homes, especially if

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Keywords: customer service   Jill Wilson  
Looking for a Beauty Soul Mate
  • March 18, 2011
  • NAILS Magazine

So this week’s post from Jill has me thinking about just how important these things are to the success of the service provider and to the salon. When any one of these things is out of

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Keywords: customer service   Sandy Combs  
Put Clients at Ease
  • March 14, 2011
  • NAILS Magazine

My hope is that you have been listening real hard to the best practices of successful nail technicians. Over the past few weeks, we have been discussing how to make a good first impression. I have

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Keywords: customer service   Jill Wilson  
Put It Out, Please
  • March 11, 2011
  • NAILS Magazine

Jill, I have to thank you for posting on this topic. It is another of those things that we often assume is more of a common sense type of thought process that really isn’t. Odor is a

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Keywords: customer service   professionalism   Sandy Combs  
Odors Offend
  • March 7, 2011
  • NAILS Magazine

We only have 10 seconds to make a first impression — what will we do to make it a lasting impression? We’ve already discussed how significant it is to look like we’re a part of this

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Keywords: customer service   Jill Wilson   professionalism  
Do Some Self-Appraisal
  • February 28, 2011
  • NAILS Magazine

My friend, colleague, and fellow NAILS contributor Kristi Valenzuela asks, “Have you ever asked what makes your salon bigger, better and different from other salons? Are you the nail tech that’s one in a million or

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Keywords: customer service   Jill Wilson  
Answering the Call
  • February 25, 2011
  • NAILS Magazine

We here are having a lot of fun using the promotion ideas that Jill has suggested. We have done the Business of the Week and the Gift Bag Drop, so far. We are seeing new guests from

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Keywords: customer service   Sandy Combs  
First Impressions Count
  • February 22, 2011
  • NAILS Magazine

We should be experiencing some higher client counts from the recent field trips promoting our salon. As a result, we have some new clients in our chairs. We’ve gained access to new people, new referrals, and

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Keywords: customer service   Jill Wilson  
Customer Service: Going the Extra Mile
  • March 5, 2010
  • NAILS Magazine

By Bryan Durocher, Durocher Enterprises  I just opened my mail last night and was pleasantly surprised to see my Marriott’s Gold Elite card enclosed in the envelope. In 2009 I had not stayed the required 50

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Keywords: Bryan Durocher   customer service  
Q&A: Create the Perception of Value
  • November 6, 2009
  • NAILS Magazine

I’m starting over again because the spa I worked for shut down. I’m great at what I do and it bothers me to start charging a cheaper fee on services, but it’s a whole new area

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Keywords: customer service   Kristi Valenzuela   salon services   service pricing  
Countdown to Christmas, Part 2: Don’t Get Scrooged!
  • November 2, 2009
  • NAILS Magazine

By Bryan Durocher, Durocher Enterprises  One of the biggest challenges during the holiday season is combating the stress our clients put themselves under. The salon is a safe haven from the pressures of the world and

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Keywords: Bryan Durocher   customer service  
Exceed Their Expectations, Part 2
  • October 5, 2009
  • NAILS Magazine

By Lisa Marie Arnold,Salon & Spa Solutions           Client communication is key! My personal opinion is that 70% of a technician’s success comes from how well you communicate with their guests. It is all in the

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Keywords: customer service   Lisa Arnold   
Exceed Their Expectations, Part 1
  • August 17, 2009
  • NAILS Magazine

By Lisa Marie Arnold, Salon & Spa Solutions  Salon and spa owners are increasingly optimistic about sales growth in the months ahead. According to a PBA study released July 2009, 60% of salon/spa owners expect their

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Keywords: customer service   Lisa Arnold   
Watch What You Say
  • August 3, 2009
  • NAILS Magazine

By Ana Loiselle, Milady  Did you know that more technicians lose money because of a lack of conversational and communications skills than because of an inferior product or service? The way that you talk with your

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Keywords: Ana Loiselle   customer service  
Never Give Your Prices Upfront on the Phone
  • July 6, 2009
  • NAILS Magazine

By Ana Loiselle, Milady How many times do potential clients call your salon asking for prices and as soon as you give it to them, they say "thank you" and then never make an appointment?By giving

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Keywords: Ana Loiselle   customer service  
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