Magazine for the professional nail industry.
Issue link: http://nailsmag.epubxp.com/i/213903
how to survive… A NASTY CLIENT Nail techs flee when her shadow darkens your salon's door. Pacify a toxic client with a how-to from the Telephone Doctor. A LITTLE PRIVACY, PLEASE. Find a quiet, private spot in the salon and ask your customer to join you for a few moments. HONESTY IS THE BEST POLICY. Ask the client if the salon has done anything wrong in her opinion. Say something like, "'Mrs. Jones, we value your business, but we also notice you may not be happy here. Is it something we've done?'" says Nancy Friedman, the Telephone Doctor. "By asking this question, you'll normally get a few comments. Some may be very useful and help your salon. And some may just be comments from someone who likes to complain a lot." LISTEN UP. "She may not be right, but don't interrupt. Don't make any excuses for anyone. Take notes as she talks so you get verbatim information," Friedman says. That way she'll see you're taking this seriously. (Even if you're not.) YOU CAN'T PLEASE ALL OF THE PEOPLE ALL OF THE TIME. Sometimes, a complaining client is more work than she's worth and you just have to say, "While we would hate to lose you Mrs. Jones, I'm not sure we can fix the areas that bother you here. Would you be happier at another salon?" a new competitor opening up They say "a little competition never hurt anyone." We're not so sure about that. Here's how to come out on top when a new competitor lands in your territory. MAKE FRIENDS… OR AT LEAST BE FRIENDLY Visit the new salon and introduce yourself. See if they're even catering to the same clientele you are (upper-class professionals, teens, etc.). Try out a service to see how they compare. 88 | KEEP WHAT YOU HAVE Encourage customer loyalty. If you don't already have one, this is a great time to start a loyalty program in which customers earn discounts/special offers for their visits to your salon. Greet regulars by name to remind them of their history with you. NAILS MAGAZINE | STAND OUT Make sure you are offering something unique. If they're pushing nail art, you push custom color solutions. If they're advertising full sets, you advertise natural nail services. 2013-2014 THE BIG BOOK CAMPAIGN Market up a storm. Make sure your salon is the one everyone thinks of first. Remind people of where your salon is and what it has to offer. Run ads, step up your social media efforts, and get your name out any way you can. DON'T PSYCH YOURSELF OUT Be confident in yourself, your salon, and your loyal clientele. "I am OK with competition," says salon owner Mary Metscaviz. "No one in my area comes close to doing pink-andwhites like we do." >>>