There are so many threads and posts here on the nailgeek about confidence ... or lack of it. Many say they love doing nails but then when a customer leaves, they are dreading the 'phone call' or the next rebalance because the client might complain.

Most everyone hates...

Fnatastic advice i hope that everyone reads this especially newbies this will really help you when you face a problem xXx

The Best thread ever!!! Thank you Geeg

Thanks Geeg, that is great advise, although I've never had anyone complain as yet I'll know exactly what to say should it happen. (lets hope it never happens)

If you've given aftercare advice etc then I think it really is up to the customer to look after their nails. Nail Technicians cannot be responsible for breakages.

Jan
x

So timely as ever Gigi! I have a recent example of this - I received a text message which I quote (including spelling!) 'Hi it's xxx, 2 ov my nails hav fallen off'. I arranged to go and repair them, including telling her my price and when I got there I asked what happened and she confessed to mending a table and getting them caught. Fell off, my eye!!!

Good point about keeping the humour though, we don't want to make clients feel small or belittled. After all we still want them as clients!!

Thanks Gigi,

Fantastic advice as always Gigi!

Having worked in a retail environment for nearly 20 years I am used to dealing with complaints. "The necklace just fell off my neck" - you can see where the links have been pulled apart. "My mobile phone just stopped working" - you take the back off and half a gallon of water pours out! Customers and clients WILL try it on unfortunately.

I have worked with many different people and how they deal with these complaints has such a difference in the customer satisfaction. The customer KNOWS they dropped the phone in the bath, but if you say "you broke it, it's your fault, what do you want me to do about it" you're talking about one unhappy customer, letters of complaint and no return custom. However, as you say, you empathise with them, "you'd be surprised how often people do this, it's really frustrating isn't it, let's see how we can sort this out for you" they are immediately on your side and when you bring up the fact that there will be a charge, more often than not they are happy.

No one likes dealing with these situations, but if working with the public, they're inevitable really. As you said, working through various scenarios in your head will mean you are prepared when these "hiccups" arise

I had this only yesterday - a full paying client came in on Friday. I went in on Saturday and there was a note to say she had booked in at 5pm last night to have 5 nails repaired. I was gutted. One had come off on her kitchen cabinet by accident and she said it hurt like hell, I could see where a big chunk was off the nail and the tip with it.. but on her other hand, three had snapped clean off - just the tips. That was something I'd done wrong, over blending I think.

She was happy when I had finished though and was lovely and chatty and bought some slimming pills and said she'd call in soon. She was pleased with her nails , but I wasn't although I had done my best. I am not confident doing oval nails at all and I don't think I got them consistent.

Another skillbuilding class I think!

just loving this thread.....i am so much better with this sort of thing than i used to be....so it must come with time.

If i get someone who's says a nail has come off....i tend to say..."its annoying isn't it...did it myself only last week on a drawer"....that way they can see that it does and can happen...even to me...and it also opens the gate for them to say what they did theres on.

I have been known to shake my hands at the "it fell off" brigade while saying "look mine ain't falling off"....tut tut i know but she did laugh....and i knew i could get away with it with her.

Fab advise as ever Gigi

Thanks for this Gigi. Words from the wise yet again!!

Im kellys mirror image, and I too have printed it off for reference tomorrow! thanks gigi

Great advise Geeg thank youa s always for your wise words x

Spot on thread Gigi!

Totally agree that having a sense of humour is a great way of communicating with your clients. I myself have a great situation with one of my clients, where I have a couple of little snitchers on my side.........the children!

I'll walk in to the house and before I actually get to see my client the kids fly at me....."Jules, Jules, moms gone an broke two nails this week!!! It's ok because I've told her off!"

"Yeh thanks very much kids!" My client would say and we'd have a little giggle over it.

All my clients know that I am confident with my work, and with the confidence, comes the sense of humour. This way, they not only have total trust in me but also, they actually enjoy my company as well.

I guess somebody has to!!!

more great advice. thank you geeg, will also print this off, just incase

Thank you for posting this advice its fantastic.

I can't help thinking this could be the start of another amazing nail class book