Customer Service

Take Note of Your Clients' History

This short consultation demonstrates your confidence and professionalism and shows your client you care about her.

Sharon Lavicott, a nail instructor, manufacturer’s educator, and freelance writer offers some simple advice to help prevent nail lifting and breaking.

No one wants the aggravation of constant breaks. Some preventive medicine is in order. Starting with your client’s first appointment, simply ask a few questions to protect your client as well as yourself. This short consultation demonstrates your confidence and professionalism and shows your client you care about her as well. On each customer’s index card, note the following:

Name, address, phone: Taking time to note name, address, and phone number will keep needed information at hand should you need to contact the customer.

Has she worn artificial nails previously? By asking if she has worn nails before, you may gain insight into any problems she may have experienced previously. Then you may assure her that you will tailor her nails to her needs.

Occupation: In my 3,287 days in the nail business (including leap years), the culprit most often responsible for breakage is excessive or inappropriate nail length. Understanding the demands of your customer’s occupation will help you determine an appropriate length. You would not recommend the same length or type of nail for an active tennis player as you would for a lady of leisure. For clients reluctant to part with long nails, remind them that a nail with a free edge longer than the nail bed is unbalanced and can cause breaks at the critical stress area. The ideal length is a free edge no longer than one-third the length of the nail bed. Start first-time nail wearers shorter and let them “grow into” a longer length to get accustomed to having nails.

Is she on medication or is infection present in nails? Medications, stress, drinking, even menopause can affect the adhesion of artificial nails, so you should always put this information on the client card. If a client develops a reaction to the product and removing it doesn’t help, or if an infection is present, you should refer her to a dermatologist. Remember: You are not a doctor.

Is she diabetic? Diabetics are more prone to serious infections due to a sluggish circulation system. Do not use metal implements on these clients as this will increase the possibility of cutting them. ** These precious few moments taken to ask these questions will protect your client from injury and, possibly, you from a lawsuit.

Jot down the client’s special interests or a personal fact each time she visits. Every time a client visits, note something about her (how many children she has, what she did last weekend, for example) so you can speak about it when she returns. Remembering these small things will help you score big with her. Whenever she comes in for a service, record the polish color she wore as well as the service performed.

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