Your personal Agony Aunt for problem solving with clients!

[dee]

thank you , i dont know how clients manage to make us feel rude for asking for our own money !!
(well i do actually its coz we are soft )
i shall be harrassing her today for my money , and if she hasnt got it i shall go to her house !

thanks again geeg :hug:

 

[EllaX]

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.

Good idea Geeg, i'm gonna have to try this on my non-payer. I do get in eventually, be it a month/weeks late and i have to keep asking for it - which gets embarrassing.

I don't know how people have the cheek to have a service and then not pay - I'd be too embarrassed to ask if I could pay later! If I had no money, or knew I couldn't afford it I wouldn't have it done! x

 

[redsadie]

Fantastic thread!!

I've read it right through and have printed off what is here so far, as I know it will be invaluable and I can re-read it when hubby's on the pc!

Thanks so much Gigi and to all you girls who have posed the questions.

Sarah. x

 

[Tricky]

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.

i always thought that clients with enhacements would benifit from buying solar oil and was a bit of an essential product

 

[geeg]

i always thought that clients with enhancements would benefit from buying solar oil and was a bit of an essential product

Yes, anyone wearing enhancements will benefit from using Solar Oil and anyone with natural nails will benefit from using Solar Oil but some people NEED it more than others particularly if they are natural nail clients with dry skin problems.

If i had a client with natural nails and she was young and didn't have any problems with the skin on her hands, I wouldn't necessarily try to sell her that particular product. I'd sell her something else that she needed/ wanted like colour for her toes etc.

 

[AGENT1]

i have one for you, happened to me last night,

I do my friends nails, and yes knock her a fiver off the treatment, she asked me to do her little sisters nails for her prom, not just plain pink and white, no she wanted, half glitter the colour had to match her dress perfect do spent ages mixin the colour, then she wanted gems but not any old style wanted somthing different, something noone else will have, i did her a great set, with all fancy glitters and gems etc,

When i was packing up she said heres ur money, i had my hands full so she said i will put it in ur box for u, fine i said and off i went, when i got home i took the money out and it was the same price i charge her sister, (a fiver short) i couldnt believe it i was there for 2 1/2 hours and felt cheated, i know its my fault for not making it clear that i wanted full price but i just thought she would pay full wack as thats what i charge, just cos her sister gets fiver knocked off doesnt mean she did. if anythin it should of been more with all the extras she had.

What would u do? what should i do? (if anythin)??????????

 

[geeg]

i have one for you, happened to me last night,

I do my friends nails, and yes knock her a fiver off the treatment, she asked me to do her little sisters nails for her prom, not just plain pink and white, no she wanted, half glitter the colour had to match her dress perfect do spent ages mixin the colour, then she wanted gems but not any old style wanted somthing different, something noone else will have, i did her a great set, with all fancy glitters and gems etc,

When i was packing up she said heres ur money, i had my hands full so she said i will put it in ur box for u, fine i said and off i went, when i got home i took the money out and it was the same price i charge her sister, (a fiver short) i couldnt believe it i was there for 2 1/2 hours and felt cheated, i know its my fault for not making it clear that i wanted full price but i just thought she would pay full whack as thats what i charge, just cos her sister gets fiver knocked off doesn't mean she did. if anything it should of been more with all the extras she had.

What would u do? what should i do? (if anything)??????????

As you said sweetheart! Now listen, you cannot feel cheated when it is you who did not make things clear. People are not mind readers and maybe this young lady did not realise what you had done for her sister. Maybe she did and took advantage but at the end of the day it simply is not businesslike behaviour to finish the job without telling the client exactly what your charges are.
Friends are still customers!! Friends of friends and relatives of friends should not expect special treatment.

OK what would I do? So that no one feels too bad about this situation I would say you are happy to do the full set for the same price as the sister's nails but the nail art is extra and it will be x.xx per nail for mixing the special powder and the gems. You apologise for not making that clear at the time but you are sure that she will understand that you did more than the 'normal' service for her. This way, you will bear some of the responsibility (so you'll do the set for the same discounted price (bad mistake in the first place) but the nail art is extra. Good compromise??

By the way ... if you have been doing nails since 2002, why are you 'knocking' anything off for friends' nails?? Stop doing this now.

 

[AGENT1]

I know and totally agree, Thanks for the advice, the (fiver) stops now.:Grope:

 

[geeg]

Well it is now December and the Agony Aunt has been all but forgotten!! :cry:

There are loads mor new technicians on the site that i'm sure will benefit from this thread so keep em coming if you dare. :lol:

 

[ValencianNails]

Well it is now December and the Agony Aunt has been all but forgotten!! :cry:

There are loads mor new technicians on the site that i'm sure will benefit from this thread so
keep em coming if you dare. :lol:

I dare :lol:

I have a client who 'used to be' a nail biter, until she became my client... she has extremely flat nails and some of which are ski jump, some nails are more ski jump that others... how should I approach the rebalance?

What I've found is that at the 2nd or 3rd rebalance she has major pocket lifting in zone 2...
Should I remove/file down and reapply on shortened nails?

I'm thinking that I should, but confirmation would be excellent

Thanks in advance Gigi :hug: xxx

 

[geeg]

I dare :lol:

I have a client who 'used to be' a nail biter, until she became my client... she has extremely flat nails and some of which are ski jump, some nails are more ski jump that others... how should I approach the rebalance?

What I've found is that at the 2nd or 3rd rebalance she has major pocket lifting in zone 2...
Should I remove/file down and reapply on shortened nails?

I'm thinking that I should, but confirmation would be excellent

Thanks in advance Gigi :hug: xxx

Hey my friend ... the old ski jump problem eh?? Well you are spot on.

These clients have to be told right form the 'get go', that they will need more regular full sets than a person with 'regular' shaped nails. Why? Because the enhancement will eventually follow the shape of the ski if left to grow long enough.

For the best make over option, Remove the enhancements, and then take away all of the free edge ... and start again with a new set where you have applied a tip or sculpt to the free edge in a nice downward arc. :hug:

 

[butterflys]

Hi Aunty Geeg.


WHAT WOULD YOU DO?

I have a Loyalty Card system, which is great for me and the clients, ONLY
one client has a manicure to all of the appointments and when the free appointment on the loyalty card comes around she has a full set of Gel.

I have changed the loyalty card to FREE Manicure on the card, But feel that this is cheating my other clients that had a full set.

Please help as I am getting worked up and don't know what to do for the best.

Thanks to all that replies.

Nicky

 

[ValencianNails]

Hey my friend ... the old ski jump problem eh?? Well you are spot on.

Excellent, thank you :hug: xx

She is a regular client, religiously every 2 weeks. She is VERY hard on her hands/nails and admits it herself, so my job is NEVER an easy one at the best of times!!!

 

[geeg]

Hi Aunty Geeg.


WHAT WOULD YOU DO?

I have a Loyalty Card system, which is great for me and the clients, ONLY
one client has a manicure to all of the appointments and when the free appointment on the loyalty card comes around she has a full set of Gel.

I have changed the loyalty card to FREE Manicure on the card, But feel that this is cheating my other clients that had a full set.

Please help as I am getting worked up and don't know what to do for the best.

Thanks to all that replies.

Nicky

Well you live and learn.

You must do what you have done and move the goal posts and those that missed out or gained more will just have to live with it because of the few who take the P***!

Don't apologise, it is others greedy behaviour that has forced this issue... they will soon get over it. In fact, how would they even know??

Calm down and learn from it.

 

[butterflys]

Well you live and learn.

You must do what you have done and move the goal posts and those that missed out or gained more will just have to live with it because of the few who take the P***!

Don't apologise, it is others greedy behaviour that has forced this issue... they will soon get over it. In fact, how would they even know??

Calm down and learn from it.

Hi Geeg,

Shall I change the loyalty card to FREE (EQUIVALENT TO LAST APPOINTMENT)?

Do you think that this would be a good way around it and will benefit my other clients that have a full set?

Thanks for your replay.
Nicky

 

[geeg]

Hi Geeg,

Shall I change the loyalty card to FREE (EQUIVALENT TO LAST APPOINTMENT)?

Do you think that this would be a good way around it and will benefit my other clients that have a full set?

Thanks for your replay.
Nicky

Or maybe free to the value of $**.** and that way it is the same for everyone?? This seems more fair to me.

I once really boobed and offered a loyalty deal which after 10 rebalances, the client got a free rebalance. sounded good to me and they loved it. Trouble is, these free rebalances all came round at the same sort of time and we had 3 terrible weeks in the salon!!! :irked: BIG mistake. Never did it like that again!!

 

[Katelisa]

i gotta say, i dont offer my clients anything on nail enhancements, because i make alot less on them than anything else i offer, so i dont wanna ose out even more. I offer a rewards for regulars scheme, whereby if they book up their next appointment before they leavem and its within 4 weeks, they get 10% reward. but ONLY on the treatments they had that day, and only on certain treatments.

 

[~Emmsybabes~]

Dear auntie Gigi :hug:
I have a question....
last week..I did a set of popit nails on a new client (friend of a client)
Now I did these nails at a really low price of 10 pounds, as it was my first set with them..I knew I would spend time faffing around getting to grips with my application
but even with my picky eye they looked really good..despite the few little niggles I had (dropping them mostly lol !!!!)...

At the time of booking...the clients friend actually asked ME to do her friends nails for 10 pounds as a favour for her babysitting for me..while i came to see you lol...

I used this as an oppertunity for myself to practice and said..
i would either do popits AS A PRACTICE SET...or a regular set for 15 pounds only as a favour to my friend for having the kids,
The other lady agreed to have the cheaper option (on this time only )
of popits under full understanding i was not compentant in them yet and it was my first time using them on a client..

Now I have just recieved a text saying that this lady's nails are coming off from the tip.....
I asked what she ment...was it the actual tip or the acrylic..then said yes i would look at them...but she would have to pay for any repairs..

I got back of her ..
they are splitting from the tip where the top of the nail is ..looks like they have been on for about 3 weeks ..
whereas client I did using them straight after her set are abserlotuly fine..no problems at all.

Now I did say to this lady at the time to let me know of any problems and I would fix them (as I do with any set I do) so I could then see where I was going wrong in my application
(too wet..too dry..not enough product ect.)

....it has been a week on friday
(which is when she wants to come, and tbh i think thats good going for something I have never tried before )

Now should I charge her....or give free repairs as a one off ?

I think I made a rod for my own back by explaining it was a new technique i was getting to grips with...

 

[geeg]

I honestly cannot envisage what you are describing.

I have been wearing PopIts applied nails for months and my nails are completely grown out ... been rebalanced 4 times now and never even broken one. I find them incredibly strong and durable.

I can't with this description imagine what you have done (or she has done) to cause this.

Pretty soon you will have had yours on for a week ... do they look the same? I bet not.

 

[~Emmsybabes~]

I have had mine on for a week today hun....and they are FAB still (the glitter ones)
Not a single problem...even when i caught one in the car before...still didn;t break..
no peeling no nothing...

This is why I am wondering wether to charge her,,because After wearing them myself for a week ...and i have done another i think 4 full sets now on clients
...I havent had anyone come back with problems,
I think because she only paid 10 pounds for them she hasnt looked after them tbh...
But then I dont want her to think im ripping her off if it has been my fault...

I also dont want her to think I am weak and the slightest moan..I wont make her pay...(which i have done many a time in the past)

She has just texted me again telling me she might aswell take them all off and get a new set when she can afford it..
I have told her to leave them on and let me see tomorrow as I cant possibly tell without seeing them what she means.