Close

Technique

Something to Talk About: Working With Unknown Product

by NLS Staff | April 22, 2016

You know the situation. A new client is on the books and you’re not sure what you’re going to find. Maybe the product will be thick and so tightly affixed you make a mental note never to ditch the electric file.  Maybe you’ll find a yellowish, gummy product, made from who knows what, that mercifully peels back and lifts off in one easy pull. Oh, and hey! Look at that — a little extra green surprise for you to clean up.

Following others’ work where it’s clear a professional-grade product hasn’t been used can pose challenges. How do you let your client know she’s come to the right place, while also educating her that this first fill likely won’t represent your best work? That conversation may go something like this:

You: I have you scheduled for a fill, so I know you already have enhancements on your nails. Let’s take a look at them. (Evaluate.) I can tell from looking at your nails and filing them that your last tech doesn’t use the same product I do.

Client: Is that going to be a problem? Did she use a bad product?

You: I can’t say what she used. I can say only that I know it’s different. If she used a professional-grade gel or acrylic, everything should be fine. However, because this is yellowish and is peeling off your nails easily, I’m guessing it’s a discount product. The best thing we can do is remove it and apply a new set of nails. I didn’t schedule that amount of time in the book, though, so now we have one of two choices.  We can remove everything on your nails today, apply a strengthener and reschedule you for a full set, or …

Client:  But I need my nails!

You: … OR … I will remove the excess product from these nails, including the part that’s lifting here at the cuticles and along the edges, and fill your nails with my product. As your nails grow, the old product will be replaced with this brand I trust.  Just so you know, I always guarantee my work, but if we go this route, I can’t guarantee it because I don’t know what I’m building on. I’d also like to see you again in two weeks rather than three so I can make sure there’s no lifting or problems.

Client: OK. That sounds like a good compromise. I just want them to look pretty.

 

Know Your Options

You have three options when a client comes in with inferior product, or with a set of nails that is going to be hard to fix or follow.

1. Refuse to work on her nails. This is not advised unless the client has a health issue that requires a doctor’s visit. You want to give each client a positive option if possible.

2. Remove the old product and start over. This will likely give you the best result, but is usually difficult based on time constraints.

3. Work over the existing product. Most techs opt for this, but many avoid educating clients during the transition. Don’t make that mistake. This is a great opportunity to build rapport and loyalty.

Whichever route you choose, be sure to protect yourself and the client by removing all excess product, discoloration, or lifting. And always take the time to explain to the client not only what you are doing, but why. Remember: Never bad mouth another tech or salon. It’s not professional. If you’ve done your job, your work will speak for itself.

 

Read more about
Nail tech Melba Mosley demonstrates reflexology techniques on colleague Apryl Moore, while...

Technique

Foot Forward Summit 2019

by Staff

NAILS' second Foot Forward Summit was held in Atlanta August 11-13. Nail techs gathered for speaker presentations, advanced education, and networking.

Nails by Tracey Lee

Technique

Up Your Acrylic Skills: Mix Ratio

by Tracey Lee

Even though mix ratio is fundamental to learning about liquid-and-powder acrylic application, it’s still one of the biggest challenges for nail professionals in the salon. The performance and longevity of our product is hugely affected by an incorrect mix ratio.

Find out why over 400,000 subscribers love our newsletters

What's The Difference? Clarifying Commonly Confused Nail Terms

Technique

What's The Difference? Clarifying Commonly Confused Nail Terms

by Holly Schippers

You probably know the essential differences between the products and nails terms you use in the salon every day — like soft gel versus hard or LED light versus UV. But could you provide a clear explanation to a curious client? And what about those fuzzy terms that can mean different things to different people? Here's a terminology "cheat sheet" we hope will help keep us all on the same page.

Videos

In our video section, watch salon professionals in action, listen to the advice of salon business experts, and tour inside the world’s top salons.

Load More