That is a great email Susan......it should be included in course
material for new techs. Excellent points.....thank you for that!
Holly
Vancouver, BC
On Tue, Dec 7, 2010 at 10:39 AM, Susan Mang <[email protected]>
wrote:
Sometimes I don't think WE realize a few things....these things
have helped me tremendously with dealing with what I used to
feel were the "difficult clients":
1. most of our clients have no idea that we compare them to what
is a "normal fill client".....so they don't realize when they
need more from us, that they are really getting more from us
then expect to give, for the prices we charge them.
2. we get to a point that we have a hard time seeing things
through their eyes because we've been doing nails for a while, or know
a lot of people that have been in this business a long time,
and have heard the horror stories, and now look
at everything from a money point of view....they are either
making us money, or costing us money
3. because we are small time businesses (whether on commission or
rental, what we bring in affects our paycheck), everything
we do that is extra becomes "money out of our pocket"
Stop and think for a while......it is our business....if someone
comes every 6 - 7 weeks, and thinks they fall into the 3 week fill
category,
it is up to us to explain it to them. All we have to do is charge
them whatever we think they should be paying, and explain to them
why we are charging them that price. End of story. I went through
that same thing not too long ago. I have a client that comes at
about 8 weeks....nails very grown out....lots of extra work/
product. She always gave me an extra big tip so I never charged
her more than anyone else. Then she came once, and didn't give me
the big tip. I didn't know what to say, and must have had a funny
look on my face, because she commented that her nails were in
really good shape that time. She was right, BUT what she didn't
know was the extra product, the fact that I had to do more prep
work, etc etc. When I explained all that, (thankfully) she
completely got it...and said to me, I didn't realize all that, paid
me more, End of story. I then told her if she was going to go that
long, the price of her fills would be $xx.xx, and more for broken
nails. I no longer feel annoyed when she comes in, and she knows
what to expect when she comes in. Much like bringing your car in
for an oil change. We don't know, till they tell us, that we also
need an air filter and it's going to cost $xx extra.
I'm thankful for her and other "difficult clients", because they
made me realize a few things....
1. some people can go longer than 2 - 3 weeks between fills and
other than the nails being grown out, sometimes have less
broken nails. (in contrast to some clients that come every 2
weeks and they hardly have any growth). as long as we shorten their
nails every time to avoid possible damage, and their nails
stay sealed, I wouldn't agree with someone going longer if it
wasn't safe
for their nails.
2. sometimes we get so caught up in "our side" of the way things
look, that we fail to see things from their point of view. ie: we
seem
to feel it's ok for clients to stretch their appointments if
they can't afford every two weeks, but if they have the money, we
seem to
feel they should be spending it on their nails. But it's not
up to us to decide what they should spend their money on....just like
we wouldn't want someone telling us what to spend our money on.
3. all we have to do is say no, when what a client is asking
doesn't work/isn't possible. I work with people who get annoyed
when people call at the last minute to see if they can get in
for their nails.....but if we had just taken a last minute
cancellation we would be thrilled to get that call! I tell
people....it never hurts to call, for every time the phone rings
our schedules could be changing.
4. always try to imagine things from a different point of view.
Not because our point of view is wrong, but because it keeps you
thinking
outside of the box. Especially when it comes to the annoying
stuff....being annoyed just causes stress.....try to imagine a very
understanding reason for the annoyance (like maybe the guy who
cut you off in traffic is rushing to the hospital to see his child be
born, or cuz a loved one is very sick), and all of a sudden
you won't feel so annoyed.
One of the coolest things I've learned from doing nails, actually
has nothing to do with nails at all. The coolest things I've
learned from
clients (and other sources) is that what most people want is to be
acknowledged and treated with compassion. If only we can learn to
do those things as beautifully as the nails we create.
Sue Mang
[email protected]
Louis Anthony Salon
Buffalo NY
Date: Tue, 7 Dec 2010 06:07:38 -0800
From: [email protected]
Subject: Re: NailTech:: every 6-7 week client
To: [email protected]
You could explain to her that when she waits this long she is
taking a risk of infection or damage from breaking her nails
because they are now (top heavy) and breaking them very low. It
also takes you longer then doing a fullset and it uses much more
product then your reg client that comes in every two weeks for a
fill. You could charge her extra to remove her old nails and then
do a fullset everytime and charge her the fullset price. You need
to raise your fullsets. I know this would be a big jump but you
should at least charge $40 in comparison to your fill price. If you
want to discount a first timer to $30 to get them in the door then
give the client that referred her a $5 discount. That way you are
not leaving your faithful ladies out, but on your price list have
your fullset price set at $40 for those 6 to 7 weekers. Sorry for
rambling. I have had these types before and it drives me crazy!
Angie Wingerter
From: Kelley Marie <[email protected]>
To: NailTech <[email protected]>
Sent: Tue, December 7, 2010 7:24:49 AM
Subject: Re: NailTech:: every 6-7 week client
She is reg as in she only sees me, but how regular that as you can see
is sometimes a very long time between. the thing that gets me is she
lives off the lake and drives a beautiful car and has jet skis and
boats ( yes I mean more than one) So I know money is not an issue as
with a few of my other clients. Who I understand if they stretch it
out. I am grateful to them clients because they could just stop doing
nails or go to a NSS and I would be out completely.
On Dec 7, 8:18 am, Diana Bonn <[email protected]> wrote:
> Kelley, you brought back a discussion we had years ago at my salon!!
> A new client comes in for a fill, from another shop.
> Do you charge her the regular fill price and don't charge her for
the
> repairs because you are trying to get a new client in?
> Then you have your regular client (use the term loosely, regular)
and
> she has the same amount of repairs?
> All boils down what the meaning of your service is..."fill-in".What
> is the defenition?
> Take it from there. diana from indiana
>
> At 07:56 AM 12/7/2010, you wrote:
>
> >Ok gals
>
> >I'm tired of clients who come every 6/7 weeks with at least 3
breaks
> >and expect to pay my reg fill price.
> >how do you handle this?
>
> >I am not expensive to begin with my 2 week fill is 22 and a 3 week
> >fill is 25. I have always done free repairs when you come every two
> >weeks ( and rarely have to do any).
>
> >If I go by my price list her fill will be 25 and each repair 2
bucks
> >so if she has 3 repairs that is 31 and my full Sets are 30.
>
> >need advice if you have any
>
> >I am posting a new price list this week for next year. and will be
> >adhering to it strickly.
>
> >Kelley Marie
>
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Michelle Phoenix
Owner & Elite Licensed Nail Technician
Wet Paint Nail Spa
www.wetpaintnailspa.com
Online Booking Available
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