Put Clients at Ease
  • NAILS Magazine
  • March 14, 2011

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 faith you realize making good first impressions doesn’t happen overnight. We now recognize it takes planning and a conscious effort.

 

To recap, so far we have talked about our “front line,” the front desk. We asked ourselves if we contributed to creating and maintaining the appearance of the front desk staff. We realized that having their hands manicured and feet pedicured is advertising and helps to refer clients to us. We’ve stopped hanging out at the desk; we speak clearly and smile when answering the phone. We repeat back all of the details to the client when making an appointment.

 

We then learned we have to look like money to make money. We’ve expressed how our appearance is crucial to a positive first impression. We have made decisions to improve our look and take better care of ourselves. We wear clean professional clothes, apply makeup and have our nails and hair done consistently. We clearly get that we have to make an investment in the way we present ourselves to others. Some techs say to me, “I don’t like to buy clothes just for work.” Here is my response: “Every social situation calls for proper attire. When you go out to a club or bar you purchase certain clothes.

When you go to a wedding you have to buy dressier clothes, and now when you go to work you have to dress professionally.” We’re finally learning that the clients visit to our salon is all about their customer experience.

 

We’ve become aware of our breath and how offensive it can be to others if we eat or drink certain things. We’ve become more aware of our aromas and the perfumes we wear. We have hopefully cut down on smoking or have made arrangements not to smoke during our shift at the salon.

 

All of these things are what the client sees. These are all non-verbal assessments; we haven’t even greeted them in the waiting area yet.

 

Naturally, when a client enters the salon she will be a little nervous with anticipation. Her mind is racing with thoughts about her visit. She wonders what her service will be like. She questions if she will like the person who will be performing her service. She ponders what color she will choose. She asks herself if she will get out of here in a reasonable amount of time and where is the bathroom? Imagine if it’s her first visit to the salon — the level of anxiety reaches a whole new level.

 

It is our job to make the client feel comfortable and at ease. When our clients are at ease, they are more willing to trust us. When they trust us, they become open to suggestion and start hearing our recommendations. The faster we can get them to lose those nervous feelings, the more opportunities we will have to ask questions and make offerings.

 

Make a mental note: By making our client feel calm, relaxed and content, we will ease their anxiety. When they feel more comfortable with us, they will feel more confident about spending money with us.

One more way to make you stand out above the rest and become the BEST!

 

— Jill

Keywords:   customer service     Jill Wilson  

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