Q&A

How do you handle a client who constantly tries to correct you or tell you what to do?

Q.

How do you handle a client who constantly tries to correct you or tell you what to do? Things like: “Don’t I need a base coat?” “Did you put two coats on?” or “You need to go over that again!” I’ve done nails for a long time and I know what I’m doing.

A.

Clients who try to dictate their appointment are usually coming from a place of dissatisfaction resulting from bad past experiences at other salons.  Normally you can remedy this by asking the client what her concerns are.  Has she had a bad experience that is prompting this behavior?  What is making her worry and why is she trying to take control?  What does she think will happen if she doesn’t speak up?  After she has had a chance to explain her actions, take a moment to explain that you completely understand her past, but that you are her future.  Explain that you are well trained, know exactly how to do the service, and are here to make sure she receives a stellar product and experience.  Nine times out of 10, communication resolves most of these types of matters.  Clients’ behavior stems from somewhere, so identifying the source of the problem works a lot better than just getting annoyed.

— Elizabeth Morris, The Nail Hub

(www.thenailhub.com)

Editor’s note: Check out the Facebook page Confessions of a Nail Tech for more great nail tech questions like this one.

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