Magazine for the professional nail industry.
Issue link: http://nailsmag.epubxp.com/i/597363
26 | NAILS MAGAZINE | DECEMBER 2015 } { Ever look into the eyes of a client and wish you knew what she was thinking at that moment? As professionals in a service business (and an intimate one at that) you hold hands all day with people you know and people you don't. Think of all the valuable data you'd get if you could just read minds! When things get busy, however, it takes a lot of effort to think of clients as individuals and not as "my 2:00" or "my last appointment is late." The point is, every client or potential client walks in with baggage that she keeps inside. There are only two things you need to do to provide great service: trade places with her, and ask her questions. Get out of your head and into the skin of a client yourself. Go get your own nails done, or be mindful about how you are treated the next time you go out to a restaurant or have a medical appointment. What service dos and don'ts can be applied to your own business? Next to mind-reading, conversation and question-asking are the best ways to do a reality check on what your clients really think. One evening this month, take stock. You've got the regular client who's been coming to you for years. She gets the same thing every week and often tells you the same story two or three times. She is picky, outspoken, and demanding; she tips generously but you pay a price. What is on her mind? Sometimes you wish she'd move on but regular clients pay the bills and keep cash fow steady. They deserve attention and respect. Then you've got the one-service wonder, who gets a pedicure and then vanishes. Not every client is meant to be a regular, but you should ask yourself: What would have made her stick around? Maybe a nail service is a luxury she can only afford once in a while, for a special occasion. Maybe she moved. Or maybe something happened that turned her off. Things like heat spikes from curing (see p. 128) or overly aggressive fling are enough to tip the scale. Whatever the case, you will never know unless you ask. Your own insights, once you shake off the nail tech mantle, will be valuable data indeed. on my mind The Mind of a Client Erika.Kotite@bobit.com Ever had that "aha" moment with a client ? You just happened to ask the right question and got a response that absolutely changed the way you do business? I'd love to hear about it. Email me at Erika.Kotite@bobit.com .