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How do you keep waiting clients happy?

August 01, 1995

If my clients are waiting for a manicure, I offer them a free paraffin therapy. If my clients are waiting for fills, I offer them a bottle of nail polish or a small bottle of lotion or gel for free.

Answer

If my clients are waiting for a manicure, I offer them a free paraffin therapy. If my clients are waiting for fills, I offer them a bottle of nail polish or a small bottle of lotion or gel for free. My clients have been very happy with these practices. They even have asked me to be late for their next appointment!-Pam Clark, The Cut Ups, Garland, Texas

Many times our clients will show up early just so they can visit. We always ask if they would like something to drink. But if I’m running behind schedule, I’ll offer my client a free tanning session or a free hot paraffin dip. If I am running seriously behind, I will call the client and alert her so that she may run a couple of errands instead of sitting and waiting.-Brenda Lee Bollard, Bren’s Nails, Conroe, Texas

Our clients are kept happy if they have to wait with a complimentary service, whether it’s a hand massage or a warm paraffin dip. If a client is kept waiting an undue length of time, she will receive a gift certificate to use at her next visit along with our sincere apologies. You would be surprised at just how many clients don’t mind waiting when they hear our policy.-Missy Phillips, Maggie’s Salons of Md., Ocean City, Md.

I always acknowledge my clients as soon as they walk in the door. I offer them a soda or coffee and let them know I’m running a few minutes behind. If I’m more than five minutes behind, I’ll let them know how long it will be in case they need to run a quick errand.-Kathy Rondeau, Laymans Hair Co., Albany, Ore.

It depends on what the client came in for. If it’s a pedicure, I’ll have her sit in a reclining chair with her feet in a warm water soak in a dimly lit pedicure room with soothing music on. If the client came in for a manicure, I’ll have her sit in a relaxing chair and slip on a pair of latex gloves with a moisturizer inside. I’ll have her sit in a room similar to the pedicure room.-Debbie King, Tammy Taylor Nails, Orlando, Fla.

I offer my client a complimentary tanning session. If she hasn’t tried tanning yet, it gives her a chance to try it without any cost to her.-Lynn Byron, Savvy Nails and Tanning Salon, Port St. Lucie, Fla.

Business

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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?

Business

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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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