Customer Service

Reach Out and Touch Someone

Constantly remind your clients of what you do that will never be able to be done by machine.

When I read an article like the recent cover story in Business week called “Rethinking Work,” I usually imagine how current trends affect not only my own job and career in publishing, but how trends affect the nail industry and professional beauty services in general. The article, an in-depth analysis of how the workplace is changing – primarily due to advancements in technology—gets me thinking about what effect technology is having on the nail industry. I think it does us good to examine how our role in our customers’ lives is changing and how to keep pace with that change.

Of course, it’s inconceivable that technology will be develop that could ever do to the work of a professional nail technician. But can you imagine that technology could allow manufacturers to developed products that are so simple to use and are of such high quality and durability that women no longer needed the services of a nail professional for her nail services? Possibly. Can you imagine that your clients can call in via their phones or computer or schedule their own appointments, pay their services with the swipe of a debit card, and be reminded of an upcoming appointment via E-mail? Sounds like something out of the jetsons, but it’s possible. But can you imagine that a machine could ever be made smart enough and sensitive enough to do a hand massage and polish the nails? Probably not. Does it mean it will never happen? No. should you be providing that kind of service for your client feels like there is no experience that compares to a visit to the salon? Yes, definitely.

How does a professional service provider like a nail technician maintain the skills necessary to keep pace with technology? Make friends with technology. If you haven’t already transferred your client records and accounting to a computer-based system, consider it. Exploit technology let it does as much work for you as it can. When you don’t fear technology, you will see how easy it can make your life.

While technology can help you do your job better, faster, and easier, there’s one area it can compete: the professional touch. Constantly remind your clients what you do that will never be able to be done by machine: touch her. No device will ever have the human energy that comes from being touched and catered to by someone who cares. So reach out with one hand tomorrow’s technology, but keep the other hand to provide the human touch to your client.

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