Nails Magazine

Career Handbook 2014

Magazine for the professional nail industry.

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holiday rush Know when to panic and when to get zen. September: Step one: panic. Yes, a good jolt of fear is just what you need to jump- start your Christmas season preparations. Start shopping for retail items your clients will love and brainstorm creative ways to display and package them. Keep an eye out for thoughtful, yet well-priced, client gifts. Pick out your holiday cards and organize your database of names and addresses. Can your gift certificates use a redesign? Get going. October: Talk to your staff about their holiday plans and find out now if they conflict with yours. Will you be extending salon hours? If you can't cover the extra demands of the holiday with your current staff, contact a local cosmetology school and see if you can find a student or two willing to pitch in. Continue to stock up on retail and check if your favorite manufacturers have specially packaged holiday gift items. If you haven't already, begin your personal holiday shopping. November: Let holiday cheer begin to creep into your decor and your retail shelves. Write and address your holiday cards so all you have left is putting them in the mail. Hold an open house showing off your retail offerings and holiday discounts on service packages. Design and distribute "hint lists" clients can use to let their loved ones know what sorts of salon services they'd like to be treated to. Later in the month, put up your tree and free yourself from all restraint when it comes to the decorations. If you're charitably inclined, launch a salon-wide fundraising effort benefiting a cause close to your heart. Then finish your personal holiday shopping. December: By now, you've got it all handled, so exhale. Mail your holiday cards. Display your holiday nail art designs. Soothe clients' frayed nerves with flavored coffees, a glass of wine, and plenty of sweet treats. Distribute your client gifts. No matter how hectic it gets, take a little time for yourself each day (this is the zen part) — meditate, have a relaxed meal, plug in your iPod, get a neck rub, or simply drink in the good cheer around you. >>> 38 | NAILS CAREER HANDBOOK 2014 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?"

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