Your personal Agony Aunt for problem solving with clients!

[rouge]

my concern is she is an indian lady and was quite dark and downy all over - waxing the top would look odd? ie. would look obvious it had been done? do u think!?

this is wot frustrates me - i've had serveal jobs all who said no to waxing the top - its very confusing and now im on my own well who do u turn too!?

becki xxx

Personally, I don't have any problem with waxing over the tops of eyebrows if that's what the client wants. I used to work in a salon which had a very large Indian/Asian clientelle, and it's quite normal to wax the tops as well as underneath. The main thing is not to touch the natural shape that they have at the top, but just to remove the extra growth. It's only when you go too far down and into the natural shape that the eyebrows can look a bit strange. Asian clients can be very very particular when it comes to hair removal! (I hope I don't cause any offence to anyone by that last remark, it's not intended to offend, it's just what I've found to be the case.)

 

[oey]

Personally, I don't have any problem with waxing over the tops of eyebrows if that's what the client wants. I used to work in a salon which had a very large Indian/Asian clientelle, and it's quite normal to wax the tops as well as underneath. The main thing is not to touch the natural shape that they have at the top, but just to remove the extra growth. It's only when you go too far down and into the natural shape that the eyebrows can look a bit strange. Asian clients can be very very particular when it comes to hair removal! (I hope I don't cause any offence to anyone by that last remark, it's not intended to offend, it's just what I've found to be the case.)

I agree with you on this one. Waxing above is not a normal thing I would do as I feel it can have the affect of making the eyes look smaller and the re-growth from above can look very strange.

However, I have an Indian client whose eye brows actually merge into her hair line because she has a large amount of coloured terminal hairs between he brows and hair, so what I do is create the look of definate separation between the two. she prefers to have a re-growth in that area than permanent shadow from her hair/eyebrows.

This is what the client wants and what the client gets.

 

[Jeni Giles]

Let's face it! When most of us got into this business, all we wanted to do was nails! We didn't realise that we were going to become bosses, psychiatrists, movie critics, child councillors, life advisers etc.

So many hats to wear, and one of the most important is to be able to sell the things that your clients NEED to care for their enhancements.
I can give you all sorts of tips to becoming a good SALES person because it does not come naturally to most women to sell well. We find ourselves apologising for the price, worrying the clients can't afford the price etc. And every time you do this you are making assumptions and your whole demeanour and body language is 'closing your client's purse' before she has had a chance to open it.
1. The client NEEDS your products to care for her nails.
2. The client NEEDS your products to solve problems like dry skin, flaky nails, etc.
3. You need to know and TRUST that the products you have WILL do what they say.
4. You need to know all about the products you are selling and to be able to communicate to your clients how they will benefit by using them.
5. You need to have used all the products you sell and be able to talk about them with enthusiasm and energy.
6, Take a retail course and learn how to do it. Creative offer one and you should take it. Retailing should be at least 20% of your business.

Statitics prove that after a personal care service has been provided, the client is 5 times more likely to purchase a personal care item relating to that service. We sell ourselves short by not having the products available to our clients. You don't have to be pushy, just state the facts. Tell them why you are using it and what it will do for them. Leave the product on the table for them to see and offer it to them when you re book. Don't be offended when they say no, they aren't saying no to you, they are just don't have a need for that item, it isn't personal and there is no reason to feel embarressed. (these are all things my students give as reasons for being uncomfortable at selling retail)
Retail is not scary, it is a neccessary part of our job, if our clients can't buy what they want from us they'll get it from a mass market chain- here it's wal-mart.

 

[pazzy]

I take off any downy hairs from the top if required. Someone slated me for doing this because they think 'oh you cant take from the top' .

What you should NEVER do is shape from the top - this is completely different.

Taking a few downy hairs from the top can completely improve the overall shape and improve someones confidence.

Give the client what they want, I know she took up valuable time but she wasnt going anywhere till she got what she wanted.

 

[Tricky]

Let's face it! When most of us got into this business, all we wanted to do was nails! We didn't realise that we were going to become bosses, psychiatrists, movie critics, child councillors, life advisers etc.

So many hats to wear, and one of the most important is to be able to sell the things that your clients NEED to care for their enhancements.
I can give you all sorts of tips to becoming a good SALES person because it does not come naturally to most women to sell well. We find ourselves apologising for the price, worrying the clients can't afford the price etc. And every time you do this you are making assumptions and your whole demeanour and body language is 'closing your client's purse' before she has had a chance to open it.
1. The client NEEDS your products to care for her nails.
2. The client NEEDS your products to solve problems like dry skin, flaky nails, etc.
3. You need to know and TRUST that the products you have WILL do what they say.
4. You need to know all about the products you are selling and to be able to communicate to your clients how they will benefit by using them.
5. You need to have used all the products you sell and be able to talk about them with enthusiasm and energy.
6, Take a retail course and learn how to do it. Creative offer one and you should take it. Retailing should be at least 20% of your business.

looking forward to taking the creative retail course

I have always said i can sell ice to an eskimo, I have clients who will buy everyting i offer Hands down pads, files, ltd edd polishes (they even bring them in for me to paint which always makes me smile), solar oil solar butter, nail polish remover, foot butter, top coat. I have probebly filled up half of one of a paticular clients bathroom cabnets with my products which is fab. On the flip side i have two clients that will make an excuse not to spend £3 on a bottle of solar oil but will spend up to £100 pounds every few weeks on hand and foot services.

Have you any tips on how I can sell these items to them I have been trying for months

 

[Scratchers]

i know this is geeg's thread to answer but i had a couple of ideas for you hunny, hope you don't mind geeg?

what about making up after care packs for their hand and foot treatments and put solar oil in the pack make sure they kno that they can use it on dry skin like their heels as in the summer wearing flip flops i find my feet dry out more?

or maybe give them a pinkie size one to trial for free so they can see the benifits themselves this may encourage them to buy it?

 

[rouge]

i know this is geeg's thread to answer but i had a couple of ideas for you hunny, hope you don't mind geeg?

what about making up after care packs for their hand and foot treatments and put solar oil in the pack make sure they kno that they can use it on dry skin like their heels as in the summer wearing flip flops i find my feet dry out more?

or maybe give them a pinkie size one to trial for free so they can see the benifits themselves this may encourage them to buy it?

I was also going to suggest giving them a free trial size one. I give away samples of my skincare range to quite a lot of clients, even if they don't normally have facials. It's amazing how often they purchase something the next time they're in, just because they have had the chance to try it out. Sometimes you can tell people of the benefits of a product til you're blue in the face, but it's only when they actually try it and can see the results for themselves that it really hits home.

Actions speak louder than words!

 

[Exquisite Touch]

Dear aunty Geeg
:hug:
I have only recently opened my salon within a ladys only gym
I did a full set on a member of staff she went away happy, this was on the friday then on the tuesday i went in to work and she said she was unhappy with her nails as they had "just broke" and some were lifting (she is a nail cannibal)
when i looked at them they had jaggeded edges as if they had been snapped off when i asked her she said she had followed aftercare but i knew she hadnt, I told her i would repair them for her but she wants them done two weeks after which means extra work as she is on holiday she is expecting this to be free of charge :irked:
I know she has slated my work as the other members of staff that had booked in then cancelled
which i was a bit upset about as i wanted to make a good impression.
Afterwards i said to her what have you dont this weekend have you been up to owt good her reply was oh yes we been decorating which tells me she been using her nails as tools
I dont want animosaty in the work place and the girls promote me constantly what do you suggest i do
I really do appreiciate your help
Debbie x

 

[dee]

dear aunty geeg :lol:
i have a dilemma , a client had a service about 5 wks ago , then said "oh i didnt realsie i never brought money with me , so i said ok give me it this aft , well ....
asked her 3 times for it and still never got it , i see her everyday and she is alwaystelling me how her nights out are etc.. (i dont even get ot have nights out !)
anyway i text her today and asked for the cash , and got a reply saying she had no money and she doesnt have any till fri , so i said i wanted it on fri

but... i am so peed off with myself for letting it get to this stage , she has been a good client int he past but lately has gone off the rails as such , is there any good way to handle people who basically take the pee ?? as i dont want to do the whole sending an invoice thing

sorry for ranting but need to vent :lol:

 

[Mrs.Clooney]

Hi Geeg, This is an issue I have been wrestling with for several months now. It has really been bugging me but again I think I haven't handled it well because of lack of confidence in this area.

I am fairly new to bridal make-up and I had 3 bookings in the last few months. All no shows basically :irked: and this is why. I had trials booked for 2 of them. The third one I phoned to book her trial and this was her answer, "Oh, didn't you get my message? My mate's sister's mate is quite good at make-up and she's going to do mine for free, so I won't have to pay for it. Sorry, but I did leave a message".

Out of all 3 brides-to-be not one message has ever been left on my phone! I can understand missing perhaps one. 3 .... no, and by the 3rd excuse (they were all the same) I was :zzz:.

I haven't taken on anymore brides recently because of my heavy commitment to my mum and Champneys in September. I also think in general I have been quite disheartened. I am incredibly irked though because a trial is a good 2 hours and wedding day make-up takes a whole day out the diary. I have cancelled a couple of other brides because I have had these bookings in my diary which ended up being wasted spaces.

Please Aunty Geeg, how would you handle this?

In general I do think that excellent customer service has gone tits up but customer commitment has gone the same way. So here is an interesting question based on the chicken/egg theory. Which came first? Lousy customer service or 'taking you for a ride' clients until you want to:grr: ?

 

[niksaki]

Let's face it! When most of us got into this business, all we wanted to do was nails! We didn't realise that we were going to become bosses, psychiatrists, movie critics, child councillors, life advisers etc.

So many hats to wear, and one of the most important is to be able to sell the things that your clients NEED to care for their enhancements.
I can give you all sorts of tips to becoming a good SALES person because it does not come naturally to most women to sell well. We find ourselves apologising for the price, worrying the clients can't afford the price etc. And every time you do this you are making assumptions and your whole demeanour and body language is 'closing your client's purse' before she has had a chance to open it.
1. The client NEEDS your products to care for her nails.
2. The client NEEDS your products to solve problems like dry skin, flaky nails, etc.
3. You need to know and TRUST that the products you have WILL do what they say.
4. You need to know all about the products you are selling and to be able to communicate to your clients how they will benefit by using them.
5. You need to have used all the products you sell and be able to talk about them with enthusiasm and energy.
6, Take a retail course and learn how to do it. Creative offer one and you should take it. Retailing should be at least 20% of your business.

Thankyou well yes now when i think about what you have said, it is true that they need these products, it is just the same as getting your hair coloured at the hairdressers then buying their shampoos and hair products to maintain it isnt it, so i dont think i will feel so bad about it now! thanks Geeg, also one more questions, the amount i would buy say a solar oil for right, how much of a percentage should i be making of this product? is their a particular percentage or just whatever we feel is the right price? thankyou. Nic

 

[oey]

Dear Aunty Geeg.

Just lately I have had loads of clients that are booking in for the classic or express manicure, which is fine, but what can I do to talk them up to having a luxury manicure, without feeling like a typical sales person just trying to get more money?

My luxury manicure is the Creative Spa manicure by the way.

 

[dee]

ooh yes i wanted to know the same , because i had one client turn round and say "well all you get extra is a scrub &mask " i tried explaining about the benefits but it just didnt work :lol:

 

[geeg]

I sell products that the client needs!

If these 2 clients do not need SolarOil, then there is no point in trying to sell it to them just for the sake of it.

If either client suffers from dry skin surrounding the nails of the hands or feet; if their enhancements are not lasting and are becoming brittle and breaking easily; if their natural nails are dry splitting or breaking easily ... they NEED Solar Oil.

It is a mistake to try and force products onto clients if they do not need those products to solve a problem.

 

[oey]

I sell products that the client needs!

If these 2 clients do not need SolarOil, then their is no point in trying to sell it to them just for the sake of it.

If either client suffers from dry skin surrounding the nails of the hands or feet; if their enhancements are not lasting and are becoming brittle and breaking easily; if their natural nails are dry splitting or breaking easily ... they NEED Solar Oil.

It is a mistake to try and force products onto clients if they do not need those products to solve a problem.

So how would you approach the client to get them to upgrade their salon treatment to a luxury one of their skin needed to benefit from this additional treatment?

 

[geeg]

Dear Aunty Geeg.

Just lately I have had loads of clients that are booking in for the classic or express manicure, which is fine, but what can I do to talk them up to having a luxury manicure, without feeling like a typical sales person just trying to get more money?

My luxury manicure is the Creative Spa manicure by the way.

I think many make the mistake of including too many things in their Express Manicure and it is often too much like a REAL manicure.

MY Express manicure (although I would not call it that because it causes confusion) is simply a light buff of the surface to remove any cuticle build up, shape and polish... 15-20 minutes Maximum. No massage, No hand cream, NO frills or fancies. BASIC to the extreme.

A 40 minute - 1 hour Full Creative Spa Manicure is much more than just adding a bit of extra scrub and mask!!! (if you are doing it properly at any rate)

A luxury Spa Manicure is a facial for the hands and lower arm with lots of massage and exfoliating and moisturising etc. A luxury treatment which is not comparable to anything else.

You must really make it obvious in your service how different a basic re-polish is to a Creative Spa Manicure service and not do more than is absolutely necessary in your express service.

 

[geeg]

Thankyou well yes now when i think about what you have said, it is true that they need these products, it is just the same as getting your hair coloured at the hairdressers then buying their shampoos and hair products to maintain it isnt it, so i dont think i will feel so bad about it now! thanks Geeg, also one more questions, the amount i would buy say a solar oil for right, how much of a percentage should i be making of this product? is their a particular percentage or just whatever we feel is the right price? thankyou. Nic

The recommended retail prices (RRP) of all Creative products are listed in the Catalogue. I would not go above these prices or below them.

 

[geeg]

Hi Geeg, This is an issue I have been wrestling with for several months now. It has really been bugging me but again I think I haven't handled it well because of lack of confidence in this area.

I am fairly new to bridal make-up and I had 3 bookings in the last few months. All no shows basically :irked: and this is why. I had trials booked for 2 of them. The third one I phoned to book her trial and this was her answer, "Oh, didn't you get my message? My mate's sister's mate is quite good at make-up and she's going to do mine for free, so I won't have to pay for it. Sorry, but I did leave a message".

Out of all 3 brides-to-be not one message has ever been left on my phone! I can understand missing perhaps one. 3 .... no, and by the 3rd excuse (they were all the same) I was :zzz:.

I haven't taken on anymore brides recently because of my heavy commitment to my mum and Champneys in September. I also think in general I have been quite disheartened. I am incredibly irked though because a trial is a good 2 hours and wedding day make-up takes a whole day out the diary. I have cancelled a couple of other brides because I have had these bookings in my diary which ended up being wasted spaces.

Please Aunty Geeg, how would you handle this?

In general I do think that excellent customer service has gone tits up but customer commitment has gone the same way. So here is an interesting question based on the chicken/egg theory. Which came first? Lousy customer service or 'taking you for a ride' clients until you want to:grr: ?

Well I personally do not think you can generalise and say that customer service has gone 'tits up'. I do not believe it has.

I do believe that it is hard to find people these days who actually own up and take responsibility for their actions. They don't admit to being wrong and they lie like little children to get out of a tricky situation.

What can you do about it? I guess it goes back to making the clients 'pay' if they want service and ask for a non-refundable deposit when they book your time, be it a trial run or not.

 

[geeg]

dear aunty geeg :lol:
i have a dilemma , a client had a service about 5 wks ago , then said "oh i didnt realsie i never brought money with me , so i said ok give me it this aft , well ....
asked her 3 times for it and still never got it , i see her everyday and she is alwaystelling me how her nights out are etc.. (i dont even get ot have nights out !)
anyway i text her today and asked for the cash , and got a reply saying she had no money and she doesnt have any till fri , so i said i wanted it on fri

but... i am so peed off with myself for letting it get to this stage , she has been a good client int he past but lately has gone off the rails as such , is there any good way to handle people who basically take the pee ?? as i dont want to do the whole sending an invoice thing

sorry for ranting but need to vent :lol:

The next time she comes for an appointment I would say up front (remember the smile on y our face) You haven't forgotten your money today I hope!!! ? If she HAS, then don't do the service.

It is outrageous behaviour to not bring cash and then not to pay it subsequently. You can't put up with that again. Don't put up with it again.

 

[geeg]

Dear aunty Geeg
:hug:
I have only recently opened my salon within a ladys only gym
I did a full set on a member of staff she went away happy, this was on the friday then on the tuesday i went in to work and she said she was unhappy with her nails as they had "just broke" and some were lifting (she is a nail cannibal)
when i looked at them they had jaggeded edges as if they had been snapped off when i asked her she said she had followed aftercare but i knew she hadnt, I told her i would repair them for her but she wants them done two weeks after which means extra work as she is on holiday she is expecting this to be free of charge :irked:
I know she has slated my work as the other members of staff that had booked in then cancelled
which i was a bit upset about as i wanted to make a good impression.
Afterwards i said to her what have you dont this weekend have you been up to owt good her reply was oh yes we been decorating which tells me she been using her nails as tools
I dont want animosaty in the work place and the girls promote me constantly what do you suggest i do
I really do appreiciate your help
Debbie x

Make her take responsibility for her lack of care of the nails you did.

Tell her you will not do her nails for free as you understand she had been decorating all weekend and that is obviously how she broke them.

Tell her you WERE prepared to repair her nails for free until you heard that she had been saying negative things about your work to other colleagues which you feel was not fair to you as the reasons for her problems were the abuse she gave to the nails and not due to your work.

Do another colleagues nails for free (a work mate who is prepared to look after her enhancements) and shame this other girl into seeing how good your work is when it is cared for correctly.