Magazine for the professional nail industry.
Issue link: http://nailsmag.epubxp.com/i/317565
>>> how to survive… "My customers run from the parking lot to the door if they are late, and are just a blur as they make their way from the door to the washroom to wash their hands. And they apologize for making me wait, even if they're just seconds late," says veteran salon owner Shari Finger, who explains how to train your customers to behave the way you want them to. First, the theory. Training a customer is accomplished by establishing rules, she says. When the rule is broken, you — the trainer — need to give the client a "correction." This is done by discussing the matter in a diplomatic fashion. When the rule is broken again, a tougher correction is given, such as rescheduling the offending client's appointment. Set policy. "My salon has a tardy policy that we enforce. When a customer comes into the salon for the first time, I have her fill out a client card. On the back, I have a statement about arriving late for appointments," says Finger. Enforce your policy. Finger reinforces the written policy each time a customer arrives late by putting it into her terms. She usually uses the line, "We are starting a little late today, so I will need to make up this time in your hour, because I wouldn't want my next client to have to wait for us to finish, just like I wouldn't want you to wait if I ran late with someone before you." If the customer continues the behavior, Finger will ask her to reschedule or offer her a later appointment time. Be consistent. The key to successful training is consistency. Your tardy policy must be enforced every day with every customer. And customers need to know the importance of that policy. Finger tells customers all the time how she realizes they are busy people and have places to be. "I know they have kids to pick up at soccer or meetings to get to." Reward good behavior. Another approach is to reward customers who always arrive on time with a treat like a free paraffin dip or nail art. While they receive this extra service, thank them for always arriving on time. This can also be used on customers who occasionally arrive late to heighten their awareness of the issue. If they know there are benefits to arriving on time, this might help them stop arriving late. Respect your own time. Always practice what you preach. If you don't want your customer to be late, don't consistently run late for her. If she sees that you respect her time, she will do the same for you. Chronically Late Clients If clients are chronically late, it may be because you tolerate this disrespectful behavior. A little tough love should help instill new habits. 36 | NAILS CAREER HANDBOOK 2014 Overly Demanding Clients The customer may always be right, but that doesn't mean she's easy to deal with. Finding techniques that help you defuse tension, build trust, and ultimately win over demanding clients is the key to providing great customer service. Listen! First and foremost, listen to your client's needs. Whether she's asking for something near-impossible or just excruciatingly specific, it's crucial to fully understand the request. Communicate effectively. To prevent any misunderstandings, keep her in the loop with what you're doing as you work toward the finished design. Make her feel included every step of the way and ask for feedback to get a feel for what she's thinking. If any error arises, it's much better to catch it early. According to Annie Hsu, a nail tech at The Studio by Mika Does Makeup, a lot of her picky clients are usually people who have had a bad experience at a different nail salon and are afraid of it happening again. As a result, reassurance, empathy, and communication are exactly what they're looking for. Never get angry. It's important to stay positive while helping a demanding client. Take a deep breath and continue responding kindly — remind the customer that you're there to help her to the best of your abilities. Matching her stress level will only cause the situation to escalate. Remember, there's a strong chance others in the salon will witness your encounters with demanding clients, so it's an opportunity to put them at ease by demonstrating how much your salon values good customer service. Don't take it personally. No matter what, don't take anything personally. If a demanding client takes her anger out on you, it's simply because you're a representative of your salon. Let personal comments roll off your back. Know your limits. Putting clients first sometimes means politely but honestly disagreeing with or disappointing them. If you know your salon isn't capable of meeting a certain demand — be it a nail art request or a service you don't offer — let them know up front. Don't show weakness; be confident in your knowledge of your salon's menu and capabilities. The next steps. Check in with the customer after her appointment and make note of her feelings so you can address them during future appointments. As protocol, The Studio gives all first-time clients 25% off their next service to encourage them to come back again.