Great thread....me next please!!!

I have this client who is not a regular customer of mine. The last I saw her was in June of this year and her first impression didn't stick well with me at all. She barged over to me as I walked into the salon and she continued to demand I fix her 3 nails right then and there, even though my client who had an appointment was sitting in the waiting room for me. I didn't know who this woman was at the time and was floored at how pushy she was. I handled that situation by telling her to come back at a more appropriate time. Then anytime after that she would show up when she knew I was finishing up for the day and demand I fix a nail before I leave and even do a fill before I leave. There was always a desperate plea and then more pushing....

Long story short, she expects me to bend over backwards for her and she's not even a regular client of mine. Now I see she managed to get an appointment tomorrow, and I am booked from now till well into the new year......I am anticipating she is going to try and get me to "fit her in" right before christmas for a fill and I'm not sure if I have enough patience or words to politely tell her tough luck.
How would you handle this?

Dear Geeg

I'm pretty new to the boards, only found them recently.

Not sure if this thread is still running, but I had a small question with regard to the retailing aspect.

In your experience, do you find it better to purchase a large amount of a limited number of products, or to only buy a few of many different products to offer to clients.

I would really like to make the most out of retailing but want to have the right stock products in so that i'm not stuck with lots of shelved stock (ie.money in limbo).

Any advice appreciated.

This is a good question.

The right stock products are the ones the client NEEDS to do some maintenance at home and keep her enhancements in tip top condition (it is good for her and makes life easier for you as well).

I haven' t checked as to what brand you are using so I can't recommend, but you know what you use in the salon and what your clients NEED.
Concentrate on those products first because they are easy to sell, you use them every day and no one likes being pushed into buying products they don't need.

If you are just starting out I recommend you buy six packs of the products you want to retail. Speaking for CND, if you buy a six pack of anything, you save heaps. Buying any stock in tiny sizes or in single quantities costs you more and you make less return when you retail.

You have to speculate to accumulate. So money will always be tied up on the shelf for a little while .. it is up to you to shift it. Also quantity creates IMPACT for the client. Products sitting on a shelf in ones and twos do not look important to the client and in fact are unnoticeable ... Create impact ... know your products and what they do and how they will benefit the client to buy them ... relay this info to your clients while working. Place a retail bottle of whatever you are trying to sell on the table near the client while you are using it. At the end of the service ask the client if she would like it adding to her service charge.

I'm sorry I missed this post before Christmas and since then I have been out of the country for 4 weeks. Let me know how you got on and if this person is still around.

Thanks for your input geeg. It's much appreciated.

I have also read through a lot of old threads and have found so many of your posts and written articles to be really helpful.

Thanks

It actually went better than I thought....sh simple didn't try to book anything! and I didn't see her again untill just last week. I've stayed pretty firm with her and I think she's gotten the hint that I don't bend that easily so luckily she hasn't been an issue, but BOY OH BOY does she ever pry into the nitty gritty of me and my co-workers personal life. I'm a failry quiet worker so I have been short with answers such as " I don't know", or "it's fine" and so she doesn't ask me personal questions much anymore.

Thanks for checking up on the topic though!

LADIES AND GENTS ... I HAVE BEEN ASKED TO BECOME THE REGULAR AGONY AUNT FOR A PROFESSIONAL NAIL TRADE MAGAZINE.

UNTIL THAT KICKS OFF WITH READERS WRITING IN, WOULD ANY OF YOU OBJECT TO ME USING YOUR QUESTIONS IN THE MAGAZINE??

YOUR NAME WOULD BE MENTIONED BUT NO FURTHER DETAILS.

OR WOULD YOU RATHER REMAIN ANONYMOUS??

congrats Geeg!!!
Cant think of anyone better to fill that role.
Jen

Dear Auntie Geeg.

I thought I'd take this opportunity to ask a question, after being reminded of this thread.

I've been a nail tech for almost nine years, and for at least the last five years, I've been as busy as I like to be--until this past year. I don't know if it's the recession going on here in the US or what, but I've lost ten regular enhancement clients--my bread and butter--and I'm not able to meet all my financial obligations now because of the loss. I've picked up a few recently (thank goodness!), but I've seriously considered offering discounted full sets to get people into my chair--and this after years of shunning discounted services because of the coupon shoppers who'll never come back. But I'm at a lost for what else to do, and I need the money! I still have a referal program in place, but it doesn't seem to motivate most of my clients to bring others in. Do you have any suggestions for me?

I know your question was aimed at Geeg, but what was the reasons for your clients not having you do their nails any longer?

Well, I am assuming that, with rising costs in general, these folks are just not wanting to spend money on their nails. I do charge more than most places around me--but I'm worth it. Nobody else does what I do. I have a few clients who say that they'll stop drinking their daily latte' before they give up their nails--I need more clients like that!

I think many of us are going to have to think very seriously about our businesses and the future of them in the present economic climate. Many of us may have to work allot harder just to maintain the status quo! Not an appealing thought, but I have thought for sometime that it must be considered.

I started my business in the worst recession the UK had ever known (early 80's) and it thrived and grew all throughout as many saw nails as a 'small indulgence' which gave a HUGE amount of joy and satisfaction. Prices were reasonable and I worked very very hard.

I really believe that nail services are going to have to be more affordable for many if they are to remain loyal clients . I'm thinking technicians need to think about offering a quick, safe, sanitary, beautiful but less expensive option to hang onto the clients that otherwise may have to give up the luxury of having their enhancements. Finally there is another option that does deliver that service and it is PopIts/Dual System Forms.

With these forms it is possible to produce a beautiful full set, in half the time for a reduced cost. This is an option that has never been available before.

What I call couture services (beautiful handmade enhancements) will still be wanted by many many women who do not need to worry about the budget as much as others ... but to be able to offer the CHOICE to me would be a huge advantage for you and many many others in the salon.

Promoted properly and done well, they are going to be wanted by many many woman as an alternative and will keep clients at our tables.

I have wanted to get Popits for some time now, but have been putting it off. You make a really good point, Geeg (like I'm surprised by that? ). I think I'll make that a priority for this month's supply run.

I'm going to be giving my notice to my employer of 5 years tomorrow, I've decided to go into business for myself at home......I don't really know what to expect and want to leave on good terms.......any last minute advice you can give me?

Dear Gigi
I have a client that I am finding hard to handle! She started coming to me last September and has now made 2 serious complaints that my work does not last 8 weeks between appointments. The first time was to me, the second time was to a colleague. we decided that she wouldn't come back and if she did then we woud refuse her service. However she did come back and has made an appointment for tomorrow for a rebalance - she last came on 5 February, so we are approaching 9 weeks!

My first reaction was to phone her and cancel the appointment - that's a personal reaction. But the professional in me can't and won't let this happen. So here are the areas I think i need to approach ...
A. I just want to tell her in the nicest way possible that she needs to come more regularly for her nails to look their best (she is very picky when I do them and I can't understand why she lets them grow out so far between visits).

B. At the moment I am charging her the price of a rebalance of over 3 weeks. But she does take me longer to do, about the length of time of a full set.

C. I also need to tell her that when she comes in she cannot upset the salon like she did the last time as she was very aggressive towards my colleague and this was done in front of a client (we do not have the space to be able to take her to one side)

Basically I want to tell her it's my way or the highway! I know I am the best gel nail tech around here as we get work from so many other salons that is thick and bumpy with terrible lift problems.

Thank you!