Business

How do you handle your pet peeves about clients?

November 1, 1995

My first pet peeve is when the client comes in after a fill and waits until I am already working on a particular finger to point out any problems. She’ll pull away to examine the finger; then point out a crack in the nail or lifted product. I’ll nicely ask the client, “May I please have your hand back? I’ve already spotted the problem and I’m sure I’ll find any others you might have. Feel free to tell me if I have overlooked anything after I’ve finished filing.

The other pet peeve I have is when the client tries to help me when I am doing a fill. For example, she’ll pull her hand upward to see what I’m doing or move her finger so that I’ll file the other side. I take a humorous approach and tell the client she is wearing me out and for her just to sit and relax. I’ll ask her to please look out the window or to bring a book next time to keep her mind occupied.

Tausha Love, Selective Hair Design, Lufkin, Texas

I find it irritating when a client complains about nails “popping off’ even though the evidence clearly shows they were forcibly picked or bitten off! Rather than embarrass the client by calling her bluff, I’ll suggest a different technique or product for her, and offer some extra tips for home care. Once the client realizes that I make her nails top priority, she usually learns to treat her nails better.

Cynthia Santiglia, Creative Nails, Kearny, New Jersey

My clients would visit and shop in the salon when I asked them to go wash their hands in the restroom. Sometimes it would take as long as 30 minutes for them to return. Now I have a brightly colored toothbrush, nail cleaner, fresh water in a spray bottle, and clean towels to cleanse their nails. My clients enjoy this practice and view it as pampering.

Pam Clark, The Cut-Ups, Garland, Texas

One pet peeve I have is when a client brings in her child while she receives a service. I explain to the client that kids get bored at the salon and they would feel much better in their own surroundings where they can play and be kids.

Dawn DelSasso, Forever French Nails, Silverdale, Washington

My biggest pet peeve is when a client comes into the salon for a nail repair and announces in front of everyone that her nail “just fell off.” I don’t argue her claim. I quickly repair the nail and send her happily on her way.

Gina Mercer, LaMane Salon, Winnemucca, Nevada

Topics:annoying clients client relationships client communication customer service

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