People purchase based on two things: needs and feelings. I believe when a client is educated on why the product is right for her and her needs, not why it smells good or why the technician likes it, she will see the value for her. For the tech this starts with doing a proper consultation that asks what the client’s challenges are. Then you can speak directly to her needs with conviction that the products will solve her challenges, which will make her feel good. Present the at-home recommendations at the end of the visit and allow clients to choose. Offer specials and create little take-home kits (file, oil, lotion, and maybe polish) made from bulk purchases that they would just need to replenish at each visit. The technician needs to be honest, letting the client know home care helps the whole process as it is a joint effort. — April Poster is a consultant and trainer with Salon Training International (www.salontraining.com)
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More FAQ
As an independent contractor, do I have to stay in the salon for five to six hours when there are no walk-ins or appointments?
As an independent contractor getting a 1099, do I have to stay in the salon for five to six hours when there are no walk-ins or appointments and I’m not getting a salary? I work on a 50/50 commission split.... read more
C’mon Get Happy: Do you have any tips or techniques you use to turn around a client’s mood?
The sun may be shining outside, but sometimes a client’s mood is decidedly gloomy — and it has nothing to do with you or your services. We asked readers: Do you have any tips or techniques you use to turn around a client’s mood if she is really negative or in a bad mood?... read more
How do you track your sales and other records throughout the year?
Nail techs are a fastidious bunch — at least when it comes to nail care. But does this extend to your record-keeping duties? And how much do you let the latest technologies lend you a hand? We asked readers to share how they track their sales and other records throughout the year.... read more
Should I lower my prices to meet other people’s standards or am I right to charge more because I give better service?
I am a booth renter in a small town. There are several other salons here that do nails. I am fresh out of school and am being told that I don’t have enough experience or good enough equipment to charge $30 for a pedicure. There is a new nail salon here that charges $20, but I’ve been told it is unsanitary and doesn’t do anything but basic nail care and polish. I give a 10-minute massage and a sugar scrub as well as basic nail care and polish. I don’t think it’s right for me to be told I can’t charge that much just because I can’t afford an expensive pedicure chair yet. But I need to build clientele while making my rent and buying supplies. All of the well-established salons in my area charge $30 to $35 for pedicures and some of them use the same type of equipment I use. Should I really lower my prices to meet other people’s standards or am I right to charge more because I give better service?... read more
Is there a business-related New Year’s resolution you find yourself making every year?
This time of year we often get to thinking about those things we’d like to be doing that we’re not doing. We asked our readers: Is there a business-related New Year’s resolution you find yourself making every year?... read more
Reader to Reader: What solutions do you have for handling extremely obese clients respectfully?
What solutions do you have for handling extremely obese clients respectfully (for instance, making sure they are comfortable in your salon’s chairs)?... read more
What do I do when a husband and wife want to switch appointments?
I have clients who are husband and wife. He has a standing appointment every other week and she e-mails to schedule hers randomly. I am often already booked when she wants to come in and quite often her husband gives her his appointment. This happened again today. The problem is his treatments run $25 more than hers. Do I charge her an additional $25 or should I just let it go? They are good clients and have become friends, but I turned away two others who would have booked at the higher rate.... read more
How do I get started servicing senior communities?
There are many senior communities in my area. What do I need to do to get started servicing them as a mobile nail tech?... read more
Should I include testimonial pages on my website?
I am putting together a website for my salon. I’ve seen some sites that have client testimonial pages. Is it a good idea to include one on my site or is it kind of old-fashioned? Don’t people go to review websites like Yelp anyway?... read more
Reader to Reader: Do you give preference to stocking your salon's retail boutique with items that are made in the U.S.A.?
Do you give preference to stocking your salon’s retail boutique with items that are made in the U.S.A. (or in your native country, if you aren’t in the U.S.)?... read more
I was thinking about converting from booth rental to commission. What do I need to know?
I have owned a booth rental salon for four years. I need to increase how much money I’m bringing in and was thinking about converting to a commission situation. Is this really going to be more profitable? What else do I need to consider?... read more
Reader to Reader: If you could go back in time five years and speak to your former self, what piece of business advice would you give her?
If you could go back in time five years and speak to your former self, what piece of business advice would you give her?... read more