Business

How do you refuse a service yet keep the client?

September 01, 1995 | Bookmark +

How do you refuse a service yet keep the client?

Answer

Sometimes when I’m doing a pedicure, the client will have fungus underneath one or two toenails. I’ll educate her on the importance of having the affected area treated by a doctor. Then, I’ll either work around the area or wear gloves.-Lisa Macfarlane, Natural Touch, Orangeville, Calif.

I had a client who had a split on her natural nail and I told her I wouldn’t apply an artificial product on it. A loyal client will be understanding when you explain the medical aspects of the situation. It’s important to be straightforward with the client and tell her that refusing the service is for her protection as well as your own.-Rhonda Bellfield, Glamorous Nails, Lombard, Ill.

Recently, a first-time client came in who had been wearing artificial nails for 20 years. The salon she was going to had removed her artificial nails because she had a fungal infection on all of them. She wanted me to apply a full set of nails and offered to pay anything. I told her I couldn’t for medical reasons and urged her to go see a doctor. In hopes of keeping her as a client, I gave her a natural nail manicure while wearing gloves, but she hasn’t returned to the salon since.-Rosemary Hunter Armour, Progress Barbershop, Chattanooga, Tenn.

One of our clients has Raynaud’s phenomenon and was having problems with acrylic nails. It was causing her nail beds to separate, and they could have eventually fallen off. I told her she could no longer have acrylic nails because they caused too much damage due to her condition. I recommended a silk wrap instead, and she agreed.-Rosemary McDonnell, Notorious Nail Salon, Green Brook, N.J.

A woman called who wanted a second opinion. She was wearing artificial nails and had fungus on some nails and mold on the others, yet her technician kept applying the product. The woman went to a dermatologist who told her to have the nails removed. I gave her a free consultation and recommended removing the nails and getting weekly manicures. I also gave her a fungal treatment to use at home. I told her to give me a month to see the results. Her nails have improved and are doing fine.-Kim Figueroa, Absolutely Nails, Tucson, Ariz.

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How can I cut costs and finally make a profit?

I’ve been doing nails for almost two years and have built a decent clientele. The only problem is, I did the math and over 50% of my income is going back into nail products. I’m using top-of-the-line brands and disposable files. How can I cut costs and finally make a profit? I know our prices are too low as well, but we are trying to stay competitive. Any advice?

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As a mobile tech, how do I ensure I get paid?

I have a question about working as a mobile tech. When clients book group events or nail parties, how do you go about getting deposits and payments? Have you ever traveled to a client’s house and they were unable to pay? What did you do?

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What should I do differently with male clients?

I’m starting to get more and more male clients. I am wondering how long a manicure for a man should last and how to price it? Also do you have any recommendations on what else I can do to give them an extra masculine sense of comfort?

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Should I Use Punch Cards?

I recently started working at a high-end salon and I’m looking for marketing ideas. Should I do punch cards? I can’t do “refer-a-friend” because I don’t have consistent clients yet. We are already doing social media.

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Should I start requiring a nonrefundable deposit for special-time appointments?

I want to start requiring a nonrefundable deposit for special-time appointments. My posted hours are 9 a.m. to 8:30 p.m. by appointment only. I am ridiculously flexible with my schedule, and let people book earlier and later if they can’t get in during normal hours. Recently, I had a 7:30 a.m. no-show! She was supposed to get services totaling over $100, and I forfeited holiday plans to accommodate her. She comes every two weeks, so I can’t lose her, but this is the second time she’s no-showed. What should I do? And how would I go about informing current clients of the new policy on off-hour deposits?

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