Here’s how 3 techs have tackled tricky nail & beauty clients

Scratch speaks to three devoted nail techs, Samantha Courage, Carly Wright, and Annmarie Jones, about their challenging experiences with clients, and their top tips for how to avoid these situations in the future…

Samantha’s story

Samantha Courage of Samantha Courage Beauty had a new client who booked in for a gel manicure. Samantha is a mobile nail tech and so she dutifully travelled the 10 miles to the client’s home address.

“I received a message the next day stating that one of her nails had chipped. I asked how this had happened and if she had followed the aftercare advice I had given, to which she replied she had, but was unaware how it had happened,” says Samantha. “I booked her back in for a free repair the following day, and left with her feeling satisfied. I could tell from the damage to her nail that this was caused by an accident by her, and not by my work.”

Samantha then received a message a few days later from the client, asking for eyelash extensions. “I arrived to complete her lash service and once I’m there, she informed me that her nail had chipped – again, the same nail, and she asked me to repair it, which I did, free of charge as I was already there.

I rebooked her in for her lash infills and to have her gel manicure removed and redone as it would have been three weeks old by this point, only to find that when I arrived, she had already removed my work and redone her manicure herself, with her own home gel kit. I removed her gel polish and provided my services, to which there were no complaints.” Samantha also fixed one of the client’s toenails for no charge.

Almost a week went by, before Samantha received yet another message from the client to complain that the same nail had chipped once more. Samantha again checked with the client about whether she had followed Samantha’s aftercare – no hot steamy baths or showers for 48 hours, no spa days for 48 hours, wearing gloves while using cleaning products, not picking at the polish and always to remember “your nails are jewels not tools!” – to which the client responded that she had adhered to all of the aftercare.

Samantha replied that she would come to replace the nail, but this time it would incur a charge. “Needless to say, the response I received is not something fit for publishing, but she is no longer my client and I wish her all the best finding another nail tech,” Samantha says.

Despite this unpleasant experience, Samantha remains upbeat. “I think it’s important to give every client a fair shot at stabilising a relationship. Allow them to get to know your style of working, your personality and your standards, and to ensure you both match on these qualities is really important. Some things can be overlooked if you have minor imbalances, but if you are feeling like your client doesn’t appreciate the work you are doing, or if you are feeling uncomfortable going back, the issue should be addressed.”

“Firing a client or dealing with a confrontational client can be daunting but it can be as simple or complex as you wish,” She advises. “If you have a stressful client, or your personalities don’t gel together, you can explain that you no longer wish to be their tech.”

Samantha believes that it’s important for your wellbeing and your mental health to be clear about your boundaries.

 “You could explain maybe your system isn’t suitable to them, and recommend another tech that uses something else. I would always try and give a client a second chance, unless I felt I was being put in an unsafe situation – but your own health is worth more than a set of nails or eyelashes.”

The dedicated nail tech has dealt with unpolite clients in the past and feels that the firm but fair approach works best for her. “Explain your situation and your concerns and give them the opportunity to respond, but it’s always best to not get into anything that may be detrimental to your well-being or your business.”

Follow Samantha on Instagram and Facebook.

 

Carly’s story

Carly Wright of Sugar Beauty ran a competition for a nail treatment, with the lady who won having recently changed jobs that would not allow her to have her nails done.

“I agreed to swap to another treatment from my treatment menu, and she chose lash extensions,” says Carly. “I booked her appointment, and the day before she messaged me to say that she had been required to work and asked to rebook. I agreed and booked her in for the following week.”

The client arrived for the appointment with her lashes already very curled, and later revealed to Carly that she had had a lash lift five weeks earlier, which Carly doubted was true. “I explained that we could try to perform the treatment and they might not be as she expects them to be, or we could abandon it for a few weeks to allow the lift to drop, and try again. She said that she would prefer to try to perform the treatment. I tried to attach the lashes, but had no joy. I apologised and said that we would rearrange for the following month.”

A couple of weeks later the client messaged to say she would also like her brows laminated. Carly agreed, and asked the client to come for a patch test. “She was dissatisfied with this, because she didn’t drive so would need to walk to me, so I agreed to pop over to her when I was out and about that day, which I did. I booked her in for the brow lamination the following week.”

However, on the day of the booking the client messaged Carly less than an hour before her appointment, to say that she wasn’t going to come because it was raining.

“I explained that as she had cancelled twice at very short notice, and I was unable to fill those appointments for someone else, I would not be able to fulfil the appointments. It was not nice having to fire a client, but the time wasted on these appointments totalled over £140, and I had not been paid a penny, so it was time to nip it in the bud,” Carly says.

Carly’s advice is to recognise when a client is costing you more than you’re earning, and to set boundaries and stick to them.

“If I were to be in this situation again, I would be clearer in the terms and conditions of the competition, and I would set clear expectations about what would happen if the appointment was cancelled. Boundaries are so important to protect you and your business!”

Follow Carly on Instagram and Facebook.

 

Annmarie’s story

Annmarie Jones of Nailed It! had a client who booked a last-minute appointment for a gel polish service. “In the lead up to the appointment she asked how much it would be to use builder gel on fingernails and toes, to which I gave my price, £28 for both, which included a £3 add on for the builder gel application.”

Two hours before the appointment, the client messaged to say she no longer wanted her toes done, and wanted a price quoted for her fingernails. “I explained that for builder on fingernails alone it will be £21 – now currently £7 out of pocket before my appointment had even started,” says Annmarie.

Her client arrived and began showing Annmarie photos of designs she wanted, which all included nail art. “I explained that I charge extra for nail art, and also extra for her removal, as she had turned up with gel already applied. The client stated that I had quoted her £21, so I had to agree to do the design for the £21.”

Half way through the design, her client decided that she wanted to add glitter.

“I explained that her nails will be a little bulky and may be more prone to chipping if I add the glitter at this stage, but she wanted to go ahead anyway. Based on the price of nail art, the price for this treatment should have been £29, based on £21 builder gel, plus £5 nail art, plus £3 removal, but I agreed to keep it at the £21,” Annmarie generously reveals.

Two days later Annmarie received a message from the client saying one of her nails had peeled, to which Annmarie asked her to come in for a fix free of charge, as per her policy. “She told me she had gone away for a wedding and so could not come in, and complained that after paying £21 she would now have to fork out for a repair.”

Annmarie offered her a partial refund of £5 as a good will gesture, but the client refused to take this as she may have to get a full new set, and would still be out of pocket.

Annmarie asked for a photo so she could see the damage for herself, but the client replied to say that she hadn’t taken a photo as she never had the time.

Frustrated, Annmarie eventually gave into the client’s demand of a £15 refund, and fired her from her books. “I based the firing on that the client lives too far away for me to rectify any issues in the future should they occur, and I would not want to be in the same situation again,” she says.

Annmarie wants other nail techs to know that it’s time to fire a client who has either had a negative effect on your mental health or a negative effect on your business.

She continues, “Stick to your policy, stick to your pricing and make sure you charge the correct price. Also, don’t be afraid to ask your fellow techs for support and advice. Everyone in the nail industry is always happy to help and pick each other up when we’re down and faced with situations like these.”

Follow Annmarie on Instagram and Facebook.