Dealing with awkward/fussy clients in a positive, friendly way

['chelle]

Hello

I know we all get the odd awkward client every now and again, and we do our usual service with a smile routine whilst at the same time not allowing ourselves to be taken advantage of (eg "oh my nails all fell off" - "oh dont worry love, I'll do 'em again for free"). However, I had a situation this week that I really didnt know how to deal with!!

I had a new client for a full set natural l&p. She said she had had these done before, and we discussed the need for rebalances, and I explained about the need for a prompt rebalance especially the first couple when you are getting used to them being there. She booked her rebalance, then, a week later, she came into the salon and asked if I can look at her nails as she wasnt happy with them. I was glad she had done that rather than pick them off and never come back, so I welcomed her in, and got her to sit down. When I looked at them, I didnt know what to say. Not blowing my own trumpet here or anything but they were bleedin' perfect!! Not a bit of lift to be seen. I asked what was it in particular that she was unhappy with, and to cut a story short it was basically the fact that since they were applied, her nails have grown slightly and you could see some natural nail at the bottom. I honestly didnt know how to respond without sounding sarcastic. I did explain that as her nails grow, there will be uncovered natural nail & that this is the reason for the regular rebalance, but it was very difficult to try and explain without sounding sarcastic and at the same time keep on good terms with her so that she continues to come back.

Does anyone have any similar accounts of irrational dissatisfaction from their clients, and how do you deal with it whilst still ticking all the boxes customer service wise? I really felt like asking her if she got her hair dyed, would she go back and complain when her roots started to show:lol:. Obviously I didnt and in all fairness she was very pleasant about it, but it really stumped me, which aint easy to do!!

 

[suzie49]

I cant say that it has happened to me yet!! but I havent been doing it very long, but I do remember a lady coming in to a salon where I was having my hair done once, she was having her nails done for the first time.all thru she was asking about the gap she could see, as was explained to her about the product not touching the sidewalls ect, at the end she said she wasnt going to pay for them, she didnt like the look, they only looked half done.
Unfortunatly for her she picked the wrong person, she locked the door till she paid up...lol

 

[naildoctor]

Hello

I know we all get the odd awkward client every now and again, and we do our usual service with a smile routine whilst at the same time not allowing ourselves to be taken advantage of (eg "oh my nails all fell off" - "oh dont worry love, I'll do 'em again for free"). However, I had a situation this week that I really didnt know how to deal with!!

I had a new client for a full set natural l&p. She said she had had these done before, and we discussed the need for rebalances, and I explained about the need for a prompt rebalance especially the first couple when you are getting used to them being there. She booked her rebalance, then, a week later, she came into the salon and asked if I can look at her nails as she wasnt happy with them. I was glad she had done that rather than pick them off and never come back, so I welcomed her in, and got her to sit down. When I looked at them, I didnt know what to say. Not blowing my own trumpet here or anything but they were bleedin' perfect!! Not a bit of lift to be seen. I asked what was it in particular that she was unhappy with, and to cut a story short it was basically the fact that since they were applied, her nails have grown slightly and you could see some natural nail at the bottom. I honestly didnt know how to respond without sounding sarcastic. I did explain that as her nails grow, there will be uncovered natural nail & that this is the reason for the regular rebalance, but it was very difficult to try and explain without sounding sarcastic and at the same time keep on good terms with her so that she continues to come back.

Does anyone have any similar accounts of irrational dissatisfaction from their clients, and how do you deal with it whilst still ticking all the boxes customer service wise? I really felt like asking her if she got her hair dyed, would she go back and complain when her roots started to show:lol:. Obviously I didnt and in all fairness she was very pleasant about it, but it really stumped me, which aint easy to do!!

Oh yeah, I've heard it. Look at as a great opportunity to sell her solar oil and a three way buffer. That will make you feel better:green:! I think she's looking for a freebie. People will do this to you until you feel secure enough and your confidence will shine through! I know it is hard when economic times are tough; you feel as though you have to hold on to every last client. I think clients realize this and TRY to take advantage.

 

[Sassy Hassy]

When people have never had nails before often they are baffled by the fact that their natural nails are actually growing becuse they never seemed to before!

Personally I don't think she was after a freebie at all, I think she is just a lady who likes everything to look perfect and needed an explanation as to what was happening. I also feel that she not only wanted an explanation but a solution. What I would have suggested is to use a nail polish so that she couldn't see the natural nail, or if doing French then offer to take the white a little lower towards the cuticle (although that of course may make them look a little unbalanced to start with!)

It is funny how some clients wnat them to be just so, and others like them to look a little odd so they "look more natural"!

BTW I always use an analogy such as the one you suggested about the hair roots showing. People understand a lot better if you compare it to something they are familiar with.

And as you say, at least she came back!

 

[angel fingers]

i once had to deal with a lady that was seeking a refund for the nails i did on her 16 year old daughter.

she was upset by the fact that 5 weeks after the nails had been done they had started to grow out and come off !
i think the girl had got her to pay up for them and had somehow managed to convince her that it was a once in a lifetime treatment and a permanent replacement for her own natural nails !

all clints are given the aftercare leaflet and advised on regularity of rebalance appointments.
i cant believe that she wanted her money back after 5 weeks :!::lol:

 

[Bagpuss]

BTW I always use an analogy such as the one you suggested about the hair roots showing. People understand a lot better if you compare it to something they are familiar with.

I do the same...some clients just seem to grasp that better than trying to explain nail growth....

I still get asked how the tips grow off when i talk about eventually being a NNO....One lady asked if they just drop off....:lol:...bless her

 

[Alpenrose]

Well, let me share my bad experience.
Once I had a customer coming for gel infill. She was a regular customer for a salon I was working at, but still new to me (as I started just recently). After checking her nails I realised that 6 out of 10 were coming off at the cuticle are (you know when u press at the free edge the cuticle area goes up). I asked when did she had her infill done last time. 6 weeks ago!!! Ok, I expalined her thet I will need to relplace these 6, otherwise they will come off anyway and she should come every 2 weeks, not 6. She agreed and we proceed. I finshed the job, she paid and left.
Next day (when I was off) she got back to the salon and spoke to the salon owner (who is actually self-trained Nail Tech, but this is another story) and complained about too high charge (infill + 6 nails replacement= in total more tha a new set)! The owner gave her money back!!! When I arrived at work the owner had a word with me and said that my way is not going to work at her place! I said that she must be happy I didn't charge her for removal and asked why didn't she explain to her customer that the infills supposed to be done after 2 weeks, not 6. Guess what she answered? "Yes, I tell my cutomers to come not earlier that after a month!!! And they like it beacuse it\s cheaper for them!" I didn't know what to say.

 

[geeg]

A bit of humour always saves the day in a situation such as the one you describe. Keep your comments light in tone and amusing.

I like the hair and roots analogy! These new ones have to learn to cope and we need to teach them. It is easy to forget when we know so much, that some people know nothing about enhancements or maintaining them, and they really don't get it or can't visualise it until it is explained.

It is also a good opportunity to show her how to do a little home care, as someone suggested, with Solar Oil and a 3 way buffer.

I myself would not suggest the client paints the nails herself as this can make them look worse and as for applying the white and leaving room for re-growth, I think this looks horrible on most people and I do not do it .. I know many do .. but I do not. I just maintain the white as needed.

 

[adelekeegan1]

I had a lady return this morning to have her Brisa toes redone, they were done for the first time 10 weeks ago.

She complained that her big toes hurt and she thought they were 'dangerous things to have'

The nails had grown at an incredible speed and the pain was being caused by the free edge being excessively long and pressing in the end of her gym shoes.

I reminded her that I had recommended that she return in 4-6 weeks (subject to growth) or she could have filed the ends down. Her response was that her friend wears them all summer and has no problems. I had to point out that everyone's nails grow at a different rate and that it was unlikely that her friend had one set all summer. She was adamant that she did and had a pedicure instead.

She has just rung to say that she talked to her friend (who has them done every 5 weeks) and she now feels a bit silly - she is coming back in 2 weeks to have gels again:lol:

 

[Kerry's Nails]

Hello

I know we all get the odd awkward client every now and again, and we do our usual service with a smile routine whilst at the same time not allowing ourselves to be taken advantage of (eg "oh my nails all fell off" - "oh dont worry love, I'll do 'em again for free"). However, I had a situation this week that I really didnt know how to deal with!!

I had a new client for a full set natural l&p. She said she had had these done before, and we discussed the need for rebalances, and I explained about the need for a prompt rebalance especially the first couple when you are getting used to them being there. She booked her rebalance, then, a week later, she came into the salon and asked if I can look at her nails as she wasnt happy with them. I was glad she had done that rather than pick them off and never come back, so I welcomed her in, and got her to sit down. When I looked at them, I didnt know what to say. Not blowing my own trumpet here or anything but they were bleedin' perfect!! Not a bit of lift to be seen. I asked what was it in particular that she was unhappy with, and to cut a story short it was basically the fact that since they were applied, her nails have grown slightly and you could see some natural nail at the bottom. I honestly didnt know how to respond without sounding sarcastic. I did explain that as her nails grow, there will be uncovered natural nail & that this is the reason for the regular rebalance, but it was very difficult to try and explain without sounding sarcastic and at the same time keep on good terms with her so that she continues to come back.

Does anyone have any similar accounts of irrational dissatisfaction from their clients, and how do you deal with it whilst still ticking all the boxes customer service wise? I really felt like asking her if she got her hair dyed, would she go back and complain when her roots started to show:lol:. Obviously I didnt and in all fairness she was very pleasant about it, but it really stumped me, which aint easy to do!!

OHHHH I have a client exactly the same - and if I cant get her in for a rebalance when she wants it she goes to other salons bagging me saying shes not happy with my work (even though she only needs a rebalance - no lifting - nothing wrong with her nails) Sh does this every 2 weeks - but never has any repairs / replacements / soak offs or full sets done by my opposition.
The last time she did this to me - I made sure I couldnt fit her in, hoping that she would go to the opposition and get a really bad set of nails.
Alot of my clients come from the opposition LOL.
But alas, she is my client, and pays well so even with the hassles and unhappiness, I just grin and bare her.

 

[mdskora]

My Worst Client would have to be a lady who kept telling me they just keep "Lifting off".. I could see the tears in her natural nail plate... It became apparant to me that her natural nail was slowly parting from its bed... I asked her about any itching etc after her reblanace... her reply" Oh yeah I get that all the time".. I said that she had an allergy.. which made me start to think i was touching her skin with my product... Oh know... it was the last tech who had done that and all 10 of her natural nails had just falled off... she waiting for them to re attach and then came to me.... she "forgot" to mention this when we had our first initial consultation.... Crazy... now she doesn;t even have nice natural nails.. silly lady