Business

How do you keep waiting clients happy?

August 1, 1995

If my clients are waiting for a manicure, I offer them a free paraffin therapy. If my clients are waiting for fills, I offer them a bottle of nail polish or a small bottle of lotion or gel for free. My clients have been very happy with these practices. They even have asked me to be late for their next appointment!-Pam Clark, The Cut Ups, Garland, Texas

Many times our clients will show up early just so they can visit. We always ask if they would like something to drink. But if I’m running behind schedule, I’ll offer my client a free tanning session or a free hot paraffin dip. If I am running seriously behind, I will call the client and alert her so that she may run a couple of errands instead of sitting and waiting.-Brenda Lee Bollard, Bren’s Nails, Conroe, Texas

Our clients are kept happy if they have to wait with a complimentary service, whether it’s a hand massage or a warm paraffin dip. If a client is kept waiting an undue length of time, she will receive a gift certificate to use at her next visit along with our sincere apologies. You would be surprised at just how many clients don’t mind waiting when they hear our policy.-Missy Phillips, Maggie’s Salons of Md., Ocean City, Md.

I always acknowledge my clients as soon as they walk in the door. I offer them a soda or coffee and let them know I’m running a few minutes behind. If I’m more than five minutes behind, I’ll let them know how long it will be in case they need to run a quick errand.-Kathy Rondeau, Laymans Hair Co., Albany, Ore.

It depends on what the client came in for. If it’s a pedicure, I’ll have her sit in a reclining chair with her feet in a warm water soak in a dimly lit pedicure room with soothing music on. If the client came in for a manicure, I’ll have her sit in a relaxing chair and slip on a pair of latex gloves with a moisturizer inside. I’ll have her sit in a room similar to the pedicure room.-Debbie King, Tammy Taylor Nails, Orlando, Fla.

I offer my client a complimentary tanning session. If she hasn’t tried tanning yet, it gives her a chance to try it without any cost to her.-Lynn Byron, Savvy Nails and Tanning Salon, Port St. Lucie, Fla.

More FAQ

What is the best way to handle cell phone abuse during a nail service?

What is the best way to handle cell phone abuse during a nail service? Some clients are on their cell phones four to six times during their service. It not only slows me down, but leaves room for contamination of the nail surface.... read more

Do you have a description of an independent contractor?

Do you have a description of an independent contractor?... read more

How do you deal with loud-talking coworkers?

I’m in a booth rental salon with five other techs. One of the techs talks so much and so loudly that I can’t concentrate on my work or on what my own clients have to say. When she’s not talking to her clients, she’s talking on the phone. She’s actually very sweet and I don’t want to hurt her feelings. What can I do?... read more

I'm feeling left out of salon socializing because I'm a nail tech. How do I get in with the "in crowd?"

I am the only nail tech in a small salon that has six hairstylists. The salon is in a remodeled house, so I am in my own room. Last Christmas, all the hairstylists dressed up and went out to a two-hour lunch and gift exchange and I was not invited. I found out about it only by accident. I was pretty upset and am wondering how I should handle the situation this year. Thank you for any advice you can give me.... read more

How do I get salon clients to leave their hands off my stuff?

I often come into work to find my thing spread all over my desk. It’s not the other techs. My table is near the hair area and when I’m not there, clients will sit and do their own nails while they wait for their color to process. They don’t just file, they put on tips and mess with my expensive brushes. The owner doesn’t think it’s a big deal, but I do. How do I get them to keep their hands off my stuff?... read more

A new client is unhappy about her service and is screaming at me! How do I handle that?

I had a call from a new client who was unhappy with her service. She complained that her manicure and pedicure took forever, that the price was too high, and that the polish was coming off.... read more

How do I handle a client who refuses to wash her hands before a service?

I have a client who has always given me grief because I make her wash her hands before beginning her service. She insists that every other salon she has ever been to (a lot) has told her NOT to wash her hands before her fill because the water will make her nails lift or give her fungus. She’s big gardener (no gloves) and now she has some lifting and embedded dirt. She’s had a few minor bacterial infections, which she thinks are fungus, and she insinuates that it’s she hand washing that’s the problem. How should I handle her? She drives me nuts.... read more

Why do all the misbehaved children seem to end up at my salon?

Why do all the misbehaved children seem to end up at my salon? Although I try to discourage parents from bringing their kids, I don’t have an outright rule against It. I have a sign that all children must remain with the parent at all times but they usually get loose and tough everything and leave their snacks and toys all over the place. I have no backbone so parents walk all over me. I don’t want kids in my salon, but I don’t want to be the bad guy. Plus I know some of my clients have no alternative. What should I do?... read more

How young is too young to get acrylics?

Sometimes parents bring 11- to 15- year-old kids into the salon to get a full set of acrylics. I really hate to put acrylics on them because they are so young. I refuse the service, but then my boss says to do it because they have the parents’ permission. Are three rules as to an age limit by the state boards? I fear the girls ripping one off while playing and then the parents coming back on me. Can I be held responsible for any damage that happens when they rip one off? Also how can I refuse the service in a nice way without upsetting my boss or the parent? Please help.... read more

Premier Nail Source