It Shouldn’t Happen to a Tech: Client Trials

Scratch uncovers the things that should never be said to a nail professional…

Prepare to hide behind your hands, as KAT HILL gathers up the cringe-worthy comments clients have said before, during and after their nail service

 “Can you squeeze me in for a mani, pedi, brows and lash lift at 5pm on Friday?”

It’s the dreaded pre-weekend text from the client that thinks nail pros work all hours – and are fine with late finishes.

 “Is there time to add some nail art? I spotted this super detailed design on Pinterest…”

Comments like this aren’t ideal when you’re booked back-to-back and can’t afford to spend extra minutes on a client that’s booked in for a classic mani.

 

 

“Don’t worry, I picked off my gels to save you some time!”

Although done with best intentions, home removal does more harm than good – with likely damage to the nail plate. Build removal time into your service, suggest they get their money’s worth by allowing you to work your magic next time.

 

 “Can you repair my nails? I’ve had them on for a month but they’ve chipped…”

There is obvious regrowth with a freshly chipped tip – yet the client seeks a free ‘repair’ service? Stand your ground and be sure they’re aware of the time the nail service should last, and inform them of aftercare, at their appointment so they understand to book in every few weeks.

“Can you help? My toenail has gone a bit of a weird colour…”

As a nail technician, you know not to diagnose – but instead assess. If your client has not informed you of a possible contraindication until the beginning of their appointment, you may be forced to turn them away – but make sure they understand the reasons why by offering a clear explanation.

 

“Do we have to use the lamp? I’ve heard it causes cancer.”

Unfortunately, this is a myth that keeps resurfacing. With many sensationalised and misinformed articles appearing regularly online and in the printed press, read leading scientist, Doug Schoon’s, expert response –  https://www.scratchmagazine.co.uk/feature/sci-files-reports-on-the-safety-of-uv-lamps/ – and arm yourself with the facts should your client make this comment.

“Is it ok if I eat my lunch during my manicure?”

No, we do not want butter on those freshly prepped nails; keep those sandwiches wrapped up! Explain to your clients that filings could make their way into their lunch – and the likelihood of contamination could be damaging to their health – and your products.

 

“I’m letting my nails breathe at the moment.”

Be ready with the simple fact that nails don’t need to ‘breathe’, as nail plates are not made up of living cells – so do not respire. Explain that damage to the nails or softness after removing enhancements could be down to a number of reasons – and avoiding enhancements or nail treatments, if you deem them suitable, will not aid the nail’s restoration.

“My manicure was cheaper at the salon down the road…”

Charge your worth! You know your services and products, and have the expertise and qualifications to prove it. Remind your clients of this – and that you get what you pay for.

 

“I’ve left my purse at home! Can I pay you later?”

While this could be a simple mistake, there are a number of ways this can be avoided. Online banking and Apple Pay via their phone allow for immediate money transfers or consider taking payment before the treatment – especially if the client is new. Consider this: you wouldn’t walk into a restaurant, have a meal and then come back to pay another day – so your client should respect that.

“Cuticle oil? Oh, that’s still at the bottom of my handbag!”

Any pro knows aftercare is paramount to a service, so try to encourage good habits with your clients and reiterate why cuticle oil is worthwhile.

“My appointment is in five minutes’ time – can I cancel it?”

Take deposits for bookings or ensure each client knows your cancellation policy when they book the treatment. You shouldn’t have to lose time or money simply because your client has changed their mind about the treatment.

“I want acrylic nails, but I’ve heard they’re bad for my natural nails…”

The only ‘bad’ thing here is another misconception about the nail industry. Use this as an opportunity to educate your client about the myth, as well as introduce them to one of your other services, and detail that enhancements are only bad if removed or applied incorrectly, so remind them to revisit post-treatment for correct removal.

“I know you’re halfway through, but I’ve changed my mind about that colour…”

You have limited time per appointment, and, as you would have given your client adequate time to choose their colour at the start of their service, it’s not your duty to change it. If you have time and wish to, then it’s up to you – but otherwise, explain that the time booked doesn’t allow for change, but you’d be happy to sell them a lacquer of their choice for a later date.

“As we’re friends, can I have a discount?”

Sometimes, the line of friendship can be blurred with regular clients, but they are still a client. A discount for true friends or family is at your discretion, but for others, you’ve still used the same amount of time and product for the service, and invested in training and the business, so explain that your prices are fair and it’s not possible to change. Bargaining is not likely in other businesses, so why should it be with yours?

 

“Is it ok if I take this phone call quickly?”

Not to mention a little rude, this call could disrupt the service, ambience of the salon and impact your time. Explain that you want to give your client the attention their nails deserve, so need every minute.

“Sorry I’m an hour late, can you still squeeze me in?”

Late running clients can have a knock-on effect on an entire schedule. A strict policy for late-running clients or no-shows is recommended to help keep clients in check.

 

“I don’t know what I want today! Can you choose?”

This phrase has the power to make or break a tech. So many design possibilities and new nail shades, yet so little time!

“That looks easy – I might give that a try at home!”

Some might think a set of L&P or a gel polish service looks easy enough when the brush is in the hands of someone in-the-know. Those DIY-clients are sure to come back when they realise they need a pro for the best results.

“Can I have an almond squoval but with a pointy tip?”

You may be a dab hand with a nail file, but you’re not a magician – so a firm, possible decision is needed when it comes to shape preferences.