Customer Service

Perks That Keep Clients Coming Back for More

What is it that keeps clients coining back to the salon? Nail technicians agree that it’s those little extras salons provide.

Jean Simmons, manager of J. Jensen’s Studio of Nails in Phoenix, Ariz., says, “I just helped an elderly woman out to her car. I help clients into their car and even start their engine for them.” Simmons’ salon serves mocha coffee in the afternoons and everyone enjoys the treat.

<p>Deanna Tucker (right), who owns The Nail Patch in Las Vegas with her mother, Nancy Harkess (left), carries a cellular phone so clients can contact her even on her days off.</p>Says Rita Padilla, manager of Mima’s Naughty Nails in Aurora, III., “I do a lot of nail art and I don’t charge first-time nail art clients.” Padilla says she will sometimes do a free fill for a client’s birthday and give a free hot wax. Vicki Pritchard, a booth renter at Town & Country Beauty Center in Rockwell, Texas, says she doesn’t charge for the heat-activated top coat she applies. “I guarantee my nails, so I don’t charge for repairs during the two weeks,” Pritchard adds. “If a customer has excessive breaks, she’ll give up. If she’s having excessive lifting, she’ll give up. If she knows it will cost her $3.50 to have a nail repaired, she might stop having her nails done altogether.”

If Dana Steward, a booth renter at Salon Savvy in Dallas, Texas, is running behind, she’ll do something special for the client, such as give her a complimentary paraffin dip or a nail art design on one nail.

Deanna Tucker, who co-owns The Nail Patch in Las Vegas, Nev., carries a cellular phone so her clients can call her anytime, even on her days off. When asked whether she’ll actually go in service a client on her day off, Tucker says, “No, usually when they call it’s to tell me something of a personal nature.” Tucker says she gives a nail charm or nail art with her full sets as a customer bonus.

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