Can't stand the fuss created by acrylic nail clients!
- Thread starter mateykaty
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I have written a whole "guarantee sheet' that I have placed on my site.
It says, anong other things, that the guarantee covers my work if I have an opportunity to assess that, visually i.e. and the as soon as possible. Not a week later.
You'd be surprised how many of them back off at the stage "come and show me or at least take a pic of those 'awful problems' and send me."
Just had one (or rather didn't have :green
. We had agreed she'd come early in the morning 'cause she had to go to work. I got up earlier than usual and she didn't show up! (didn't call either - of course) Just like that. And she had the nerve to show me her dissatisfaction when I called her. Forgot to ask her for a pic right away and she didn't pick up the second time.
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Curlycousin
Member
Just remind yourself that there will be some clients who are genuinely glad that they can come back in and get their nail fixed if they break it, and are happy to pay for the privilege of smashing up your work and making you redo it!
If you can get past these little hiccups with clients by being firm but gentle, in my experience they turn into the most loyal customers. It is always worth discussing the ins and outs of your expectations with new clients whilst doing their first service. They are always first to agree that if they somehow damage their nails that they would expect a priority service to put it back on again and that a single nail would cost £x. I find it nicer than quoting paperwork, which they almost never read anyway - I know you are covered, but it is better to keep out of all trouble!
Well done for your response
If you can get past these little hiccups with clients by being firm but gentle, in my experience they turn into the most loyal customers. It is always worth discussing the ins and outs of your expectations with new clients whilst doing their first service. They are always first to agree that if they somehow damage their nails that they would expect a priority service to put it back on again and that a single nail would cost £x.
I find it nicer than quoting paperwork, which they almost never read anyway - I know you are covered, but it is better to keep out of all trouble!Well done for your response
mixnmatch1
Well-Known Member
Exactly,you wouldnt want the treatment again if it was terrible, free or not.
ive had someone pick polish off and say it chipped (off the whole of 4 nails) i dont think so lol
lisa.sharrock
Well-Known Member
Hmmm, I wondered where one of my, let's say, more challenging clients had got to?!!! Looks like she has found another nail tech..
catrat05
Well-Known Member
I have a client like this she also happens to be one of my closest friends....probably never a great combo,
Every time I have done her nails they "magically" fall off! Funny that it ruins her nail bed and she is the only one it happens to!
So I started to turn her away when she wanted them done, explaining that when they "fall off" it's no good for her natural nails and it will ruin them, after a few months she has come back and I reluctantly agreed to one last set! If the fell off again I wasn't going to do them ever again!
Would you believe two weeks later and aside from a casualty in a car door all of her nails are intact and perfect! The nail gremlin must be on holidays lol
Every time I have done her nails they "magically" fall off! Funny that it ruins her nail bed and she is the only one it happens to!
So I started to turn her away when she wanted them done, explaining that when they "fall off" it's no good for her natural nails and it will ruin them, after a few months she has come back and I reluctantly agreed to one last set! If the fell off again I wasn't going to do them ever again!
Would you believe two weeks later and aside from a casualty in a car door all of her nails are intact and perfect! The nail gremlin must be on holidays
lol
This made me LOL!
Ok, I am going to run the risk of swimming against the crowd here.
I think we need to be careful of always blaming the client. I agree that you shouldn't change nails free of charge when the client has made the wrong decision, that goes without saying really. However, you said that you have many happy clients, which is fabulous, but then you go on to say that every few treatments you have someone with a problem. I think you need to look at these nails when the clients return and judge for yourself if they are maybe a little thin on the apex.
You are fairly new to the industry, and, even someone as old as me will sometimes slip up and make a nail too thin. I always have a look at the nails and point out to the client that the nail was thick enough where the breakage was or, if it was me, then I say so. That way I have built up a full book and waiting list of people who know I am always fair. If I get a silly one who complains all the time I get rid of them as they are never going to be happy and life is just too short.
You can learn a lot from really looking at these breakages, a lot about your clients and a lot about consistency in application.
Don't let it get you down though, this business can be the most wonderful thing. My longest job before this industry was about 3 years, I have been doing this now for nearly 18!
I think we need to be careful of always blaming the client. I agree that you shouldn't change nails free of charge when the client has made the wrong decision, that goes without saying really. However, you said that you have many happy clients, which is fabulous, but then you go on to say that every few treatments you have someone with a problem. I think you need to look at these nails when the clients return and judge for yourself if they are maybe a little thin on the apex.
You are fairly new to the industry, and, even someone as old as me will sometimes slip up and make a nail too thin. I always have a look at the nails and point out to the client that the nail was thick enough where the breakage was or, if it was me, then I say so. That way I have built up a full book and waiting list of people who know I am always fair. If I get a silly one who complains all the time I get rid of them as they are never going to be happy and life is just too short.
You can learn a lot from really looking at these breakages, a lot about your clients and a lot about consistency in application.
Don't let it get you down though, this business can be the most wonderful thing. My longest job before this industry was about 3 years, I have been doing this now for nearly 18!
geeg
Judge Gigi-Honorary Geek
Ok, I am going to run the risk of swimming against the crowd here.
I think we need to be careful of always blaming the client. I agree that you shouldn't change nails free of charge when the client has made the wrong decision, that goes without saying really. However, you said that you have many happy clients, which is fabulous, but then you go on to say that every few treatments you have someone with a problem. I think you need to look at these nails when the clients return and judge for yourself if they are maybe a little thin on the apex.
You are fairly new to the industry, and, even someone as old as me will sometimes slip up and make a nail too thin. I always have a look at the nails and point out to the client that the nail was thick enough where the breakage was or, if it was me, then I say so. That way I have built up a full book and waiting list of people who know I am always fair. If I get a silly one who complains all the time I get rid of them as they are never going to be happy and life is just too short.
You can learn a lot from really looking at these breakages, a lot about your clients and a lot about consistency in application.
Don't let it get you down though, this business can be the most wonderful thing. My longest job before this industry was about 3 years, I have been doing this now for nearly 18!
Absolutely right! Hear Hear!
ok - quick one..
I had a new customer - did a stunning job of Rock Royalty. 3 days later she text me expressing her major disappointment at '1' nail 'peeling' off despite 'not knowing how it could possibly happen and being so careful' etc..
I said must have knocked/used as a tool. She eventually declared she was peeling price tags off presents but said she expected Shellac to stay on for doing something as simple as that..
She didnt even offer to pay and just left!! :twisted: :twisted: I was that shocked I didnt even get to say 'that's £5 please'!!
What should I have done Geeks???
I had a new customer - did a stunning job of Rock Royalty. 3 days later she text me expressing her major disappointment at '1' nail 'peeling' off despite 'not knowing how it could possibly happen and being so careful' etc..
I said must have knocked/used as a tool. She eventually declared she was peeling price tags off presents
but said she expected Shellac to stay on for doing something as simple as that..She didnt even offer to pay and just left!! :twisted: :twisted: I was that shocked I didnt even get to say 'that's £5 please'!!
What should I have done Geeks???
I say maybe this product isnt for you, we will have to look into changing that,(and they know i will as well) it doesnt tend to happen again then, because it turns out they really do love it after all, i 'sometimes' get this from 'new' Shellac clients "let's try this great indestructable polish" the fact that Shellac has the 'doesnt chip or smudge' logo, seems to give some people the impression that its bomb proof, lol, i know that i can carry on doing normal things, inc cooking , cleaning, working etc and my nails are fine, but not if im doing something that i just shouldnt do with nice nails (picking or scraping at things)
maybe the future demand will be for 'wrought iron ' nails and souldered infills, heeheehee !
maybe the future demand will be for 'wrought iron ' nails and souldered infills, heeheehee !
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geeg
Judge Gigi-Honorary Geek
This is one of the best posts I've seen in a long time! Great advice and perfect way to deal with clients instead of being afraid of every client who tries to get a freeby with a complaint.
Stand up to them!! Normal wear and tear means normal wear and tear ... And tell them that BEFORE they walk out your door ... That way they know you will not take any nonsense ... Technicians have to take charge of their clients or I'm telling you, "they WILL take charge of you"
You have to believe in your ability
You have to believe in and trust your product
You have to have passion and faith in that product and that it will deliver
If you don't, no one else will. Clients will sense your vulnerability and strike at it whenever the opportunity arises.
LISTEN to this advice and and the advice from Tigan and LEARN from it. ... It is very important to your success.
Any messers I have had on the rare occasion, I deal with swiftly and rather assertively:biggrin:. This one caught me off guard and I was just annoyed with myself that she slipped out without chance for me to do my assertive bit. :suprised:
Thanks for the advice :Love:
Thanks for the advice :Love:
geeg
Judge Gigi-Honorary Geek
I dare you at the end of her last appointment to add the cost of the repair on then for her. I flipping would. "I'm sure it was an oversight but you left so quickly last time you forgot to pay me!" BIG smile. "So altogether, that will be ....." BIG smile.
Fee01
Well-Known Member
Love this thread, it is really helpful to read how to deal with these situations positively.
Thank you all x
Thank you all x
geeg
Judge Gigi-Honorary Geek
Please DO!
