I like your thought process Jill!
Debbie
Sent from my Verizon Wireless Phone
-----Original message-----
From: Jill in Ky <[email protected]>
To: [email protected]
Sent: Thu, Nov 22, 2012 17:03:45 GMT+00:00
Subject: NailTech:: Re: What to say to clients who think that an NSS salon
nails are beautiful?
Katherine, I feel your pain & I hate when that happens! It is so
frustrating, but this is how I've learned to handle it after 25+ years in
the business- it all boils down to psychology:
After I've tried to educate someone & they still aren't getting it, I stop
trying. For me, I can recognize the feeling of being defensive when it
comes on me & it serves no purpose. I have to reign in that emotion because
ultimately I do not want to alienate the client (no matter how stupid they
appear to be). My goal has to be focused on giving her the best possible
service in the time that she's booked. If that means filling over someone
else's crappy work, then I'll do my best to make it look right & create a
stable nail (ultimately it will be her new nail techs problem when her
acrylic starts to break down). Then I direct the conversation to something
else more pleasant, the hour goes fast, and then she pays me. It's not
easy, but I try to take my ego out of the equation.
Think about it from the client's point of view......by YOU contradicting
what she's telling you & pointing out her new nail techs flaws, the client
is being made to feel like SHE made a poor choice in salons because she's
ignorant. No one want's to feel that way, including ourselves. So then the
client keeps talking about how beautiful & wonderful the new salon is & how
great their services are, because that's HER way of trying to convince YOU
that she DID make a good choice. She has a need for your approval, but
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