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Reader to Reader:To what extent should you guarantee your work?

December 22, 2010

To what extent should you guarantee your work?

Answer

I’ve been in the nail business for 25 years now, and I feel at this point I can guarantee my work. If a client needs to have a nail replaced between appointments, I eat the cost (especially if they care for their nails on a bi-weekly regimen). Most of my manicures last anywhere from seven to 10 days. I’ve never had to guarantee my manicures. If a manicure doesn’t last, the client is normally the first to mention that she has misused her hands or didn’t wear gloves. There can be many reasons why something wouldn’t last, so, to answer the question, I always guarantee my work. - PATTI WOJCIK, North Andover, Mass.

I guarantee my nails for two weeks. If the refills are on discount salon nails, I will not guarantee them. My spray tans are guaranteed for five days against fade and patches. - TESS HELLIER, Body and Varnish, Melbourne, Victoria, Australia

I guarantee my work for two weeks. You have to be a regularly-maintained client to receive free repairs, in which case the client can come in within a two-week period to receive a repair, free of charge. If it’s not a regular, she will be charged for the repair. My clients seldom break nails, so it isn’t much of a concern for me. - G ELIZONDO, D’Hair to be Different, Las Vegas

I never guarantee my services simply because you never know what the client actually does when she’s away from your desk. Anything could happen, and I don’t want to promise something, then have the client have a mishap and let the cost fall back on me. However, I do tell my clients “You shouldn’t have any problems. If you do, just call me and we’ll get it taken care of.” That way I’m not promising anything; however, the client walks away feeling reassured. - LISA SANTOS, Spa 98, Destin, Fla.

In my opinion, a guarantee is a good way to ease the concerns of new customers who have had problems with unprofessional nail services in the past. It also shows the consumer that you are confident in yourself and your services because no one in their right mind would guarantee if they know their services are less than satisfactory. - MICHELLE SMITH-BROWN, Raleigh, N.C.

Honestly, I don’t have many repairs. However, I do not usually charge my regular clients for repairs. When I do charge, the cost is $5 and up per nail. My standard guarantee for a new client is 10 days, and I also send them home with cuticle oil and instructions on the importance of its daily use. - TAMMI MERRITT, Hair Match Salon, Knoxville, Tenn.

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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?

Business

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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Business

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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