Originally Posted by nicjill

I used to have a lot of problems with people not turning up or cancelling at the last minute. I also think that a lot of those at one point were from another salon sending people in to fill my appointment book so that I was turning away genuine clients. It got to a point where I was having 2 or 3 no shows one after the other on some days. Very frustrating. Now I take a £5 deposit on ALL appointments. If a client doesn't show or gives me less than 24 hours notice to cancel (depending on the situation of course & I am more flexible with regulars) then they lose their deposit. I was worried that it would put clients off and I have had a few people who don't like it but the majority understand and are happy to pay it. It did take a while to kick in properly but I now have deposits for every appointment and it is very rare that people don't show. It has actually been a big success for my business. I did consider a policy of charging people for no shows at their next appointment but I found that most clients who missed appointments just didn't come back so I'd never get the money back that I lost. This way, if they don't turn up, I just keep the deposit to cover my time. So far I haven't had any complaints about this but I've only ever done it a couple of times. I still have the odd client who phones a few times to change appointments but they do it with plenty of notice now so it doesn't put me out.

I'd say the success of taking deposits depends a lot on your salon situation & your clients. It will only work if your clients are willing to leave a deposit but I figured that as I was losing too much money by not taking them, it was worth a try. I make sure that I display a sign next to my nail station, it is mentioned in my price list & clients are given a piece of paper when they book thanking them for booking and explaining the deposit & cancellation policy. It works fine for me and my clients are happy. I don't know of any other salons in my area who take deposits though.

Originally Posted by geeg

You need another phrase rather than saying, "Oh, don't worry!" !!!

That phrase is (pointing to your price list) "xxx pounds please!!"

You only have to do it once hunny and she will get the idea OR she won't come back. If it is only the one person then this is not a bad situation. As I said above, they must now respect your training and experience and pay the going rate. I know it is now at the awkward stage because you have let it go on for so long. But it only needs to be awkward one more time as you et her know that the price is the same for all clients.

Originally Posted by Bagpuss

me again... (taking full advantage of this thread i am)

i would like a bit of help please in wording what i should be saying to clients that i feel are pushing there nails to the max...they say its a money thing...

most are great and come every 2-3 weeks....but i have some who come after 4-5 weeks ... i charge £25 for a new NNO and £25 for infills at 2-3 weeks.....i charge £30 for the 4-5 weekers...but some of them really cant go 4-5 weeks...there nails are not in great shape by the time they get to me and i think they would benefit from having nicer nails all the time instead of nice nails for 3 weeks and not so nice for the next 2 weeks........but all i get is..."ohh no there is no way i could afford to come every 2-3 weeks"

what can i do/say to convince them ... many thanks x

Originally Posted by extensionten

You're right.... thing is she KNOWS my prices.... the question "how much?" translated really means "how much are you gonna charge ME?" or "I don't really need to pay as I'm a mate". She does say "you work it out and let me know!" I hate to be put on the spot. Okay, she wants a tan, her toe nails forever frenched and french overlay on nails..... I will hit her with the full price and I will then get back to you on the result!

Originally Posted by pazzy

I was doing some nails on a young girl for a prom and her dad was in. She was having a full set of nails done and when I finished her dad said 'so, how much do you want for these?' 'how much is that then?' would have been a better way of asking.

I just felt unprepared for this - and embarrasingly told him how much - it suddenly sounded expensive - a bloke never understands why a woman would spend so much on a set of nails!!!

What would have been the best way to have answered? Why is it when dealing with a man that you feel under scrutiny? Or is just me?

Originally Posted by Bagpuss

Thanks geeg....i allow for 2 repairs at the time of rebalanced and charge £4 per repair after that...its never usually more than 2 that actually need repairing other than just badly in need of a rebalance, so thats still £30....do you think i should scrap the 2 free repairs at the time of rebalance...?...these clients never come between appointments for repairs...(otherwise i would charge them £4 per nail)....they just wait till there next appointment.

Yet most of my other clients wouldn't dream of walking round with a broken nail and come straight in to have it fixed .... funny how clients can be so different isn't it.. x

Originally Posted by geeg

If a rebalance is later than 3 weeks maximum, I would not include any free repairs!! NONE. No wonder they're leaving it that late ... they don't get penalised!!

Seriously ... don't be guaranteeing nails after 3 weeks max. After that all repairs should be paid for in full. Those darned freebies again!!!

Originally Posted by oey

Dear Aunty Geeg.

I have recently taken on my new Germaine de Capuccini skin care range and have decided to invest a substancial amount (alot to me anyhow) in retail home care products. However, what concerns me is that I am not going to be able to persuade the clients that they also need to buy some of the home care products as well as having the in salon facial treatments, without coming across with the hard sell attitude.

I am convinced that the products are fabulous, but they are obviously more expensive than the OTC the clients tend to use, so just dont know how to go about selling them without totally pi**ing the clients off.

Originally Posted by geeg

A few words of advice. If you are passionate about these products then that enthusiasm will come across to the clients as you use them. So enthuse away and tell them as you are using them (at the right point) what they are doing and HOW it will benefit THEM. Then leave it. Maybe give them some experiences you have had.

When they are ready to pay you, have one or two of the products (the ones that they have oohed and ahaad about) on the counter or ready to show them and have them priced (people hate asking the price so have it clearly displayed). Tell them what you have used and why .. maybe put the bottle in their hand while you are talking ... and then leave it. If a client wants to purchase then she will. You don't have to ask for the sale or push the sale.