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SEARCHRule #1: Find out if the client is just plain rude or if she has a valid complaint
Find out if the client is just plain rude or if she has a valid complaint. I find that after speaking with the client, half the time the incident stems from the fault of an employee. Whatever the reason, my advice is to “kill” the client with kindness. No matter how rude she may get, always maintain your composure and try to turn the situation around. Usually, the client will return to your salon realizing that it has a pleasant, friendly atmosphere and that she was just having a bad day.-Kimberly Grandinetti, Nail Express, Sunrise, Fla.
I always make it a point to handle every situation with tact and sincerity, whether the client is pleasant or not. If someone is rude, usually a kind smile and simple politeness can diffuse an attitude. However, rudeness almost always comes with a complaint, so I make it a point to stop what I’m doing, excuse myself from the client I’m working on, and then take the complainant to a private area to listen to her and settle the problem. Hopefully, she will leave the salon feeling better. When I come back to my current client, I apologize for the interruption and may offer her complimentary nail art. Most rude people just want to make sure that someone is listening to them.-Donna Rodriguez, Nail Excellence by Donna, Stroudsburg, Pa.
I’ve found that people who are rude are generally just trying not to be intimidated. Unfailing kindness usually knocks down their defenses and they have no other choice but to be nice back or look stupid.-Connie Havens, Connie’s Cutting Cove, Absecon, N.J.
I had a new client come in 20 minutes late for a manicure, and I explained to her that it wouldn’t be fair for me to rush her through her manicure or to make my next client wait, so I offered her a polish change instead. She then glanced at her nails and plopped herself down at another nail station waiting for her manicure. I couldn’t believe the audacity of this woman, but I still offered her a polish change, and this time at no charge, and she still declined it. Luckily, another nail technician had a cancellation so she took the client. She bad-mouthed me and glared at me the entire time. Obviously, she had a big chip on her shoulder. These clients I can do without!-Linda Tabella, André Jourdan, Juno Beach, Fla.
I have a client who always comes in early and interferes with my time and with my present client’s time. She’s not very understanding if I’m running a few minutes behind and will begin pacing. So I put the ball in her court and told her that since she’s on such a tight schedule and I don’t need the stress, I will give her the last appointment of the day (I actually schedule her 15 minutes later than necessary to buy some extra time so when she walks in the door, I’m ready for her). Life’s too short to even bother with rude clients, but I feel sorry for this one.-Jeffrey McLellan, Teddy D’s, Rolling Hills Estates, Calif.
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