C’mon Get Happy: Do you have any tips or techniques you use to turn around a client’s mood?

February 06, 2013

The sun may be shining outside, but sometimes a client’s mood is decidedly gloomy — and it has nothing to do with you or your services. We asked readers: Do you have any tips or techniques you use to turn around a client’s mood if she is really negative or in a bad mood?


At our salon we always ask, “What’s the best thing that happened to you today?” And a really good massage works as well.
Leigh Marticio
Pyara Spa and Salon, Burlington, Mass.


I usually distract those types of clients with the latest nail polish collection. I always have the new swatches on display at my station both for gel-polish and regular polish. It seems that anything with glitter and shimmer brightens anyone’s day.
Ashley Brett
The Bladerunner Salon Spa Store, San Luis Obispo, Calif.


Offer them chocolate!
Lisa Smith Morgan
Serenity on the Humber Day Spa, Bolton, Ontario, Canada


I know each of my clients well enough to know that for some a simple hug will do the trick. For others, a glass of wine or a current event story that reminds us all that life could be worse works. Sometimes I know to just be quiet and listen so that they feel “heard” while they vent. I wear many hats behind my desk including professional nail tech, therapist, and friend.
Shelly Henderson-Allen
Nails by Shelly at True Salon, Fort Myers, Fla.


Mimosas and an awesome foot massage fix everything!
Tisa Chastain
The Nail Lounge, Costa Mesa, Calif.


Offer them something nice to drink, be sincere in asking them how they are, and be a good listener. Remember, we build relationships with our clients and them with us. Offer advice when you can, and just listen when you can’t. Give them a little longer massage and a smile and a hug when they leave. I always tell my clients jokingly, “The therapy is what they pay for, I include their nails for free!” It always makes them laugh!
Vicki Wilson-Smeerdyk
Bella Capelli Salon & Boutique, Temecula, Calif.


Laughter is the best medicine! I always try to be lighthearted and fun with my clients. Usually a funny story helps them forget their troubles and of course, being pampered! They always leave smiling.
Kimberly Martin
Pretty Pinkies by Kimberly, Waterford, Maine


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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?


What should I do differently with male clients?

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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.


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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