Business

A new client is unhappy about her service and is screaming at me! How do I handle that?

October 01, 2002 | Bookmark +

I had a call from a new client who was unhappy with her service. She complained that her manicure and pedicure took forever, that the price was too high, and that the polish was coming off.

Answer

For this month’s On the Couch, we turn to Bonnie Canavino, nail department and spa manager at Maxine in Chicago. Canavino oversees 11 nail technicians, four massage therapists, and six estheticians and is also responsible for ordering product, scheduling, handling client complaints, and developing new services.

One Tough Customer

I had a call from a new client who was unhappy with her service. She complained that her manicure and pedicure took forever, that the price was too high, and that the polish was coming off. I had a hard time getting the whole story from her because she was screaming through the entire conversation. She asked for her money back and I’m not sure what to do. I’m confident the nail tech did a good job, despite the fact that she’s new and does work slowly. Should I refund the entire amount or just for the polish job? Plus, in general, how do you handle a screaming client? I don’t want to have to talk to her again.

Dear Shouted Down: First, I would listen quietly, and then I would assure her that if she would trust me and give me the opportunity, I would make her next visit the perfect experience. I would give her a full refund and a gift certificate for a return service at her convenience. I would also ask her to call and ask for me so I could book her personally. I would end by saying, “This is important to me and showing you that we care is important.”

As for the new nail technician I have a helpful suggestion. Clients like to get pampered but time is important. For the first three months I have a new nail technician booked 45 minutes for a manicure; it’s the polishing that makes them nervous and they need the time. They need to be allowed the extra time to breathe and not feel rushed. Have your reception team tell the clients how long each service is booked. This will allow the client to make the choice of time that’s perfect for her.

Have all new nail technicians polish until they are blue in the face for the first three weeks. Have them bring in family and friends and practice, practice, practice.

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How can I cut costs and finally make a profit?

I’ve been doing nails for almost two years and have built a decent clientele. The only problem is, I did the math and over 50% of my income is going back into nail products. I’m using top-of-the-line brands and disposable files. How can I cut costs and finally make a profit? I know our prices are too low as well, but we are trying to stay competitive. Any advice?

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As a mobile tech, how do I ensure I get paid?

I have a question about working as a mobile tech. When clients book group events or nail parties, how do you go about getting deposits and payments? Have you ever traveled to a client’s house and they were unable to pay? What did you do?

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What should I do differently with male clients?

I’m starting to get more and more male clients. I am wondering how long a manicure for a man should last and how to price it? Also do you have any recommendations on what else I can do to give them an extra masculine sense of comfort?

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Should I Use Punch Cards?

I recently started working at a high-end salon and I’m looking for marketing ideas. Should I do punch cards? I can’t do “refer-a-friend” because I don’t have consistent clients yet. We are already doing social media.

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Should I start requiring a nonrefundable deposit for special-time appointments?

I want to start requiring a nonrefundable deposit for special-time appointments. My posted hours are 9 a.m. to 8:30 p.m. by appointment only. I am ridiculously flexible with my schedule, and let people book earlier and later if they can’t get in during normal hours. Recently, I had a 7:30 a.m. no-show! She was supposed to get services totaling over $100, and I forfeited holiday plans to accommodate her. She comes every two weeks, so I can’t lose her, but this is the second time she’s no-showed. What should I do? And how would I go about informing current clients of the new policy on off-hour deposits?

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