Business

Reader to Reader:To what extent should you guarantee your work?

December 22, 2010

I’ve been in the nail business for 25 years now, and I feel at this point I can guarantee my work. If a client needs to have a nail replaced between appointments, I eat the cost (especially if they care for their nails on a bi-weekly regimen). Most of my manicures last anywhere from seven to 10 days. I’ve never had to guarantee my manicures. If a manicure doesn’t last, the client is normally the first to mention that she has misused her hands or didn’t wear gloves. There can be many reasons why something wouldn’t last, so, to answer the question, I always guarantee my work. - PATTI WOJCIK, North Andover, Mass.

I guarantee my nails for two weeks. If the refills are on discount salon nails, I will not guarantee them. My spray tans are guaranteed for five days against fade and patches. - TESS HELLIER, Body and Varnish, Melbourne, Victoria, Australia

I guarantee my work for two weeks. You have to be a regularly-maintained client to receive free repairs, in which case the client can come in within a two-week period to receive a repair, free of charge. If it’s not a regular, she will be charged for the repair. My clients seldom break nails, so it isn’t much of a concern for me. - G ELIZONDO, D’Hair to be Different, Las Vegas

I never guarantee my services simply because you never know what the client actually does when she’s away from your desk. Anything could happen, and I don’t want to promise something, then have the client have a mishap and let the cost fall back on me. However, I do tell my clients “You shouldn’t have any problems. If you do, just call me and we’ll get it taken care of.” That way I’m not promising anything; however, the client walks away feeling reassured. - LISA SANTOS, Spa 98, Destin, Fla.

In my opinion, a guarantee is a good way to ease the concerns of new customers who have had problems with unprofessional nail services in the past. It also shows the consumer that you are confident in yourself and your services because no one in their right mind would guarantee if they know their services are less than satisfactory. - MICHELLE SMITH-BROWN, Raleigh, N.C.

Honestly, I don’t have many repairs. However, I do not usually charge my regular clients for repairs. When I do charge, the cost is $5 and up per nail. My standard guarantee for a new client is 10 days, and I also send them home with cuticle oil and instructions on the importance of its daily use. - TAMMI MERRITT, Hair Match Salon, Knoxville, Tenn.

Topics:client relationships customer service reader surveys consumer concerns client issues

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