that reminder that its about her, not me! Michelle Phoenix, Owner/Elite Nail Technician Wet Paint Nail Spa Nails & Skin www.wetpaintnailspa.com
On Nov 22, 2012, at 5:12 PM, Wet Paint Nail Spa <[email protected]> wrote: > Wow! Thank you. Decreasing the size of my ego is something I constantly > struggle with. I needed that ten > > Michelle Phoenix, Owner/Elite Nail Technician > Wet Paint Nail Spa > Nails & Skin > www.wetpaintnailspa.com > > On Nov 22, 2012, at 12:51 PM, "[email protected]"<[email protected]> > wrote: > >> 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 she >> doesn't realize that it hurts your feelings & puts you on the defensive, so >> both of you get nowhere. It's frustrating on both sides because both peoples >> egos are involved. >> >> Obviously, the other salon is exciting to her because it's new. She was >> probably excited about your salon back when she became a new client, too. >> The new tech probably strokes her ego in ways that you don't anymore, >> because we all get familiar with long time clients & thus, the honeymoon >> phase goes out the window. It's only natural that it will eventually happen >> with this new salon, too. Then when you eventually see her she'll start to >> complain about them. >> >> I wouldn't turn her away or insist that she soak off for a new full set, but >> that's just me. I wouldn't want her to leave my salon with hard feelings >> because SHE won't understand why after all these years YOU are giving her >> the boot, plus she will tell everyone in town about how she was so rudely >> dismissed as a long time client by you. And what if she doesn't have the >> money in the budget to pay your prices for a full set? She'll be forced by >> YOU to take her business elsewhere then. We're in business to make money & >> HERS would be gone. What purpose would that serve? >> >> If she were my client, I'd mentally prepare myself for when she comes in >> (keeping my body language relaxed- not on the defensive) bragging about her >> new salon & then I'd just let her talk it out of her system. I'd keep my >> head down, fixing those crappy nails so they look good, & occasionally at >> the right points in the conversation, I'd interject the little words that >> will mean so much to her.... "uh-huh" & "is that right?" & "no way!" & "you >> go, girl!". I'd be taking my ego out of the conversation & using psychology >> to make the client feel validated. Eventually, she'll run out of steam & you >> can direct the conversation to other things that are important to HER. >> Aaaahhh, the honeymoon phase is returning! >> >> It's a challenge in acting & psychology, but for me it's also satisfying >> when it works because everyone leaves happy. One great thing about being in >> the South is that you learn how to sugar coat phrases which have underlying >> meanings. The best one to remember is "Well, bless your heart!", which >> sounds very nice on the surface, & you can interject it into your next >> conversation with her when she says what a great nail job her new tech did. >> But what you really mean by that phrase is "Well, you are dumb as a rock"! >> >> Jill Wright >> Event Coordinator & Nail Tech >> www.nailtechevent.com >> >> >> >> >> On Tuesday, November 6, 2012 1:55:18 PM UTC-6, Katherine Fahrig wrote: >>> >>> Hey Techies, >>> >>> I have a client who used to be a regular gel client until she moved to >>> Florida last year. She now comes to me 3 or 4 times a year. It wasn't a >>> problem until this visit. She showed up with NSS, substandard, horrible >>> acrylic nails that are yellowing and have fill lines. She went on and on >>> about how she found a new salon that is so beautiful and the guy she goes >>> to is so up to date on all the latest things and does such beautiful work. >>> I'm looking at horrible, yellow, fill lines and acrylic ( she was told that >>> it was the new powder gel that they were using ) and I want to scream! I >>> pointed out the yellowing and the fill lines, she acknowledged them and >>> then said something about "taking it all off" for her fill. I told her that >>> she would have to soak them off for about an hour and then I would do a >>> full set, for the price of a full set. She said that they just pulled them >>> off, no hour wasted soaking them off. I had to keep my head down so she >>> could not see the horror on my face. >>> >>> What do you say to someone when presented with this kind of mess? I did not >>> have the time to soak them off and do a full set, so, I did not push her to >>> do so. I told her that it was acrylic on her nails and she said that it was >>> powder gel, didn't I know about it? I explained that it was not powder gel >>> it was acrylic and she still insisted that they said it was gel so it is >>> gel. I stopped short of telling her that they are lying rat finks because >>> she went on and on about how much she liked the salon and the "guy" who >>> does her nails and the conversation was quickly turning into an argument >>> with my client defending her "guy's" flat out lies! >>> >>> I'm still trying to get my hormones in balance so I could use some advice >>> as to what to say and what not to say. In general I do not bad mouth anyone >>> else's work, but, what do I do when someone is lying their but off and the >>> client believes them over me? I have certificates on the wall that prove my >>> advanced education and she's heard me go on and on about all the >>> conventions, continuing education, this mailing list, industry web sites >>> and trade publications that I've gotten all my information from for 25 >>> years and she still believes that lying sack of *~#t!!!!! Sorry, I fell >>> into name calling.....not sorry he is a lying sack of _____. >>> >>> She was a good client for about a year before she moved to FL, I educated >>> her while she was in my chair and now she seems to have forgotten all of >>> it. On her way out she saw my old ProFinish two hand uv lamp and exclaimed, >>> "that's what they have, the new two hand lamp! What do you use it for?" I >>> told her that that lamp is a least 15 years old and useless except to get >>> regular polish clients to sit still for 4 minutes. She looked confused, >>> but, said nothing more. >>> >>> I thought about booking 2 hours for her next appointment and soaking the ac >>> off and putting on a new set of gels so she would be reminded of how they >>> should look, but, if I'm doing all that work, I'm getting paid for a full >>> set and she would not agree to that. Besides, she saw my nails and the >>> clients before and after her with beautiful, clear, non yellow, no fill >>> lines, gel nails. Maybe she listened and noticed more than she admitted to >>> and she will find a new salon in FL that actually does gels, not acrylic >>> (that turns yellow) with a gel overlay. >>> >>> So, Techies, I did a little venting, now, what do you all say to clients >>> who come in with NSS nails and tell you how beautiful that are? >>> >>> Katherine >>> Nails at Panache >>> St. Louis, MO >>> Sent from my iPad >> >> -- >> You received this message because you are subscribed to the Google Groups >> "NailTech" group. >> To view this discussion on the web visit >> https://groups.google.com/d/msg/nailtech/-/GMGy0U4sa_EJ. >> To post to this group, send email to [email protected]. >> To unsubscribe from this group, send email to >> [email protected]. >> For more options, visit this group at >> http://groups.google.com/group/nailtech?hl=en. >> -- >> You received this message because you are subscribed to the Google Groups >> "NailTech" group. >> To post to this group, send email to [email protected]. >> To unsubscribe from this group, send email to >> [email protected]. >> For more options, visit this group at >> http://groups.google.com/group/nailtech?hl=en. -- You received this message because you are subscribed to the Google Groups "NailTech" group. 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