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.

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