Magazine for the professional nail industry.
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last pa g e 124 | NAILS MAGAZINE | 2016-2017 THE BIG BOOK 8 We're devoting the last page of our annual business guide to your first priority every day: your clients. Here are some great customer service ideas from other nail techs and salon owners that will keep clients coming back. 1 Let clients swap a bottle of polish they no longer like for one they do At Hey Nice Nails! in Long Beach, Calif., they have a dedicated spot where clients can drop off former favorite shades and pick up new ones. "We know that a lot of our clients buy polishes impulsively — or their friends do, or their daughters do. This is a way for clients to take the polishes they are over and swap them out for some that they like better," says Ginny Geer, Hey, Nice Nails! co-owner. 5 Up the rewards on your refer-a-friend program At Clive and Co. in Dallas, if a client pre-books her next appointment and refers a friend who comes in for a service before that next pre-booked appointment, the original client gets her service free. There are no limits to how often a client can do this. "We have two clients who have received free hair services for the entire year," says owner Clive Lamb. 3 Create personalized welcome signs Go one better than greeting clients by name; acknowledge them with a printed or handwritten welcome sign by the door or at your station. At Elan Hair Studio in Sea Girt, N.J., each client is greeted with a personalized welcome sign at the station. "We continually think about what else we can do to add value to the guest experience," says owner Kellie Johnson. 7 Acknowledge birthdays with a special gift At Red Salon and Spa in Fort Myers, Fla., clients receive a complimentary birthday manicure with any retail purchase. The offer is good during the entire week of the client's birthday and includes a special surprise birthday gift. "This is a way to book more manicures, engage the client, and boost retail sales at the same time," says CEO Kathleen Cantu. 2 Go all out to show moms some love Progressions Salon Spa Store in Rockville, Md., has a separate children's room, stocked with a TV, DVDs, and toys, where kids can play while mom is being pampered. "When we're touring mothers with babies, we also show them our breastfeeding room, which was honored with an award from a breastfeeding organization," says owner Cynthia Feldman. 6 Let clients plug in and recharge Whether or not you encourage cell phone use in your salon, you can make clients' lives a little easier by letting them recharge their phone during their visit. At Michael Helene Salon Gallery in Dulles, Va., they provide outlets so clients can charge their phones and also offer free wifi so busy clients can make the most of their time. 4 Set aside a small sum each month to make someone's day At Centre Salon & Spa in Westminster, Colo., each guest service team member is given an allowance of $25 per month to spend on clients to make their visit a special one. "One guest called to have her head shaved as she was undergoing chemo, and a team member bought her five head scarves and showed her how to tie them," says owner James Pacifico. 8 Turn your clients into hand models Veteran nail tech Tammy Warner suggests rotating photos of your clients' gorgeous nails on your business cards. "Clients love to see their hands and nails on the cards, and they are sure to pass them out when they receive compliments on their nails," Warner says. Ways to Let Your Clients Know You Care