Getting repeat business

[new2this]

Hi, how many other people are having trouble getting clients to come back?
All my customers are given a 2 week infill appointment and i tell them that i will text them the day before to remind them, but about 8 out of 10 don't turn up! I only have a few regulars and their nails are fine when they see me. Yes there's a bit of lifting sometimes, but on the whole they're happy with them. I'M happy with my work, I beleive I am friendly, polite etc so why don't people come back!!! Some people don't bother replying to the texts, others come out with ridiculous excuses and others ARE nice about it and tell me that they have no money at the moment and apologise. I think maybe a lot of people have their nails done as a 'one off' for a special night etc, but its not doing my confidence any good i can tell you!

How many others are finding this?

 

[Missy G]

I know exactly where your coming from, many a times Ive thought about contacting the client and seeing why I havent heard from them in the past, but then like you say are they goin to come out with some petty excuse or a lie, or they may say something that completly knocks your convidence and you wish you never rang.:evil:

Ive had plenty of one offs in the past,Ive offered appointments for infills,theyve booked and cancelled for some reason at the last moment.

I think its actually hard to find clients as a regular as having your nails done is a time consuming and fianancial thing that not everyone can admit they can commit themselves to.I must say although Ive gone through alot of one offs,I seem to be able to keep hold of the maturer ones for some reason,Im asumming because theyve got more time on their hands,and dont spend all their wages down the pub at the weekend and then have to cancel their nail appointment coz they cant afford it.But I dont know what it is with the younger ones,maybe its a personality thing,maybe I just get on with the maturer clients better,I some times wonder if its down to speed ,I am a bit slow and dont think the younger ones appreciate this..who knows,but Im prepared to hold on for the good ones, the ones that have time for me,and to hell with the one offs that flob you off with some excuse because they have to cancel and would rather go to the local NNS because their quicker.

Chin up just keep goin , the only thing I can suggest is if clients cancel with a text reply back and say how did you you get on with your nails btw ,maybe they will text you back with the truthor maybe you just wont hear again, and also get clients email addresses when you fill in your client record,and maybe jog their memory when youve got an offer on , you never know they may give you a call back.But your not the only one feeling like this

 

[new2this]

Thanks for the advice, especially about e-mailing special offers. You're right about it being the younger ones who cancel, i don't think people realise that it does take some commitment and time to keep up with nails, but at least i'm not the only one who is finding this.

Oh, almost forgot, i had a MAN the other day for Hollywood toes, my first ever, man that is, not toes, LOL! He was lovely and hopefully he wiil be back.

 

[Missy G]

Thanks for the advice, especially about e-mailing special offers. You're right about it being the younger ones who cancel, i don't think people realise that it does take some commitment and time to keep up with nails, but at least i'm not the only one who is finding this.

Oh, almost forgot, i had a MAN the other day for Hollywood toes, my first ever, man that is, not toes, LOL! He was lovely and hopefully he wiil be back.

Excellent , how unusual !
Aw I also forgot to mention ,do you do recommend a friend scheme and you take money off their next appointment ?? Dont know ,if you mention that,that might help:wink2:

Funny to hear Im not the only one with a maturer client base,was starting to take it personally..lol..would be interested to know what age groups other geeks clients bases consist of .

 

[leonnib]

it could be money i dont do nails but i have had loads hair extensions clients recently who dont do maintenence as they realise they cant afford the cost they just leave it until there all out etc.. i dont know why they get it done in the first place and it is annoying when you dont hear from someone again.
i know a lot of people who do this with nails also just have one off treatments and pick it off themselves

i think they dont realise they money into the upkeep of these things and bail out.

so dont let it knock you and i think some will have nails on a special occasion etc

 

[Missy G]

it could be money i dont do nails but i have loads of people who have hair extensions client who dont do maintenence they just leave it until there all out etc.. i dont know why and it is annoying when you dont hear from someone again.
i know a lot of people who do this with nails also just have one off treatments and pick it off themselves

i think they dont realise they money into the upkeep of these things and bail out.

so dont let it knock you and i think some will have nails on a special occasion etc

Well yeh I do actually wonder how these one offs go about removing their nails when they dont return,wether they just let them fall off ,or pull them off.

I done my husbands ,cousins nails about two weeks before xmas for the first time,said she d called me back for infills,...never heard back,so assumed she d just lost them or pulled them off due to the xmas madess.Then blow me five weeks later ,(sunday just gone) she called me to remove them..I nearly fell over ..five weeks down the line she still had my nails on..well apart from one :suprised: well chuffed I might say .

 

[single sparkle]

these are also the people who when they book in for a full set say
' oh what gel do you use cause the last one ruined my nails'

i reply with 'and how did you maintain them / remove them'. I normally just get a shrug after that.
Lots of people just get a once off set for special occasions but they will remember you for the next occasion and will hopefully come back.

 

[leonnib]

Well yeh I do actually wonder how these one offs go about removing their nails when they dont return,wether they just let them fall off ,or pull them off.

I done my husbands ,cousins nails about two weeks before xmas for the first time,said she d called me back for infills,...never heard back,so assumed she d just lost them or pulled them off due to the xmas madess.Then blow me five weeks later ,(sunday just gone) she called me to remove them..I nearly fell over ..five weeks down the line she still had my nails on..well apart from one :suprised: well chuffed I might say .

they probably just let them fall off lol... they must have been really far down the nails after 5 weeks..
even if they do they will come back when they want to do it again for the next special time or treat

 

[cabby]

I have the same trouble but these are tough times. I just keep plodding on and hope it will get better but it does knock your confidence.

 

[Missy G]

Funny I had a call from a client today,shes having problems with her job, and her hours have been cut so she cant afford to have her nails done anymore ,at the moment.I thought of this thread and wanted to thank her for her honesty and not lying to me, as I knew she she was having problems with her hours when I last saw her.I sent her a text and wished her all the best and hoped to see her soon in the end,but was glad in the back of my mind she was honest.xx:Love:

 

[clic]

omg i thought it was just me having this trouble! at first i thought i must be really bad at nails but when i do frends and familys they are fine i just think alot of ppl excpect us to be like these vietnemese salons and dont appreciate all the time and effort .... i say keep going and stick it out for the ones that do and at least u can use all these one offs as practise to keep improving your skills

 

[persianista]

There was a terrific thread on here this week about retaining clients. worth a look.