NSS – WHAT IT MEANS AND
WHERE IT COMES FROM
For those of you unfamiliar with the term “NSS” when referring to a
salon, the words are actually Non-Standard Salon and refer to salons that do
not adhere to standards of professionalism, safety and sanitation. The term
was coined on the porch of our condo at the Orlando Premiere Show in August
of 2000. Several of us were sitting around the balcony talking shop, as we
love to do at show gatherings. This night, Diana Bonn, Simmy Bredal-Bell,
Jenny Markakis, Debbie Doerlamm, Athena Elliott, maybe Mindy Borrego, maybe
Pati Schemabari, maybe others…but Mare Horak, Tanis Darling and Ellen Flood
were the ones I remember at this particular discussion.
Diana brought up a topic that was bothering all of us....the
discussions on the Beautytech.com forums had devolved into a hotly debated
so-called racial war. When the topic of the awful things being done to
clients at salons who cut corners, used cheap MMA, drilling into nail beds,
ripping acrylics off with tips came up on the "Boards," as they were
referred to at that time, someone coined the term "chop shop" to describe
that kind of salon. What that person meant was that getting your nails done
in a situation where your nails were ripped, shredded, several people
working on you at once...was sort of like your car getting demolished by a
"chop shop." Unfortunately, some people took that to mean a racial dig
against Asians..."chop suey" and "chop chop" were terms that were tossed
around on the boards. There had been no racial slur intended, and the
resulting flame wars took everyone's attention off of the real issue--salons
that damaged clients.
Debbie had been monitoring several threads of conversation along the
same lines, and we all agreed that what needed to happen is that we take
away any racial indications, and turn the spot light back on the true
issues. We decided that “discount salons” wasn’t really accurate because you
could offer “no frills” services at a reduced price and still maintain the
integrity of the nails, the safety of the clients and the professionalism of
the work. We tossed several terms around, and when someone said,
“sub-standard salons”, Athena said, “Sub-standard? They are NO standard!”
For grammar’s sake, I said, they’re “Non-Standard” and I think Diana Bonn
actually put it all together and said, “That’s it…we’ll call them
Non-Standard Salons…or NSS for short. This way no one can cloud the
discussion by claiming we’re saying anything racial!”
We all decided that from that time forward, all of us as active
contributors on the Beautytech Forums and Mailing List, would use this term.
Diana Bonn would write posts on the nailtech mailing list and the forum as
soon as she got home to make the announcement. And Debbie Doerrlamm
subsequently wrote an article for Nails Magazine that was published in
November, 2000, launching the term which has in the years since, become
commonly used in the trade magazines and throughout our industry.
Karen Hodges
Grapevine, TX
-----Original Message-----
From: Kathy Admire
Sent: Sunday, November 25, 2012 2:57 PM
To: [email protected]
Subject: Re: NailTech:: Re: What to say to clients who think that an NSS
salon nails are beautiful?
I'm sorry guys but wbat exactly is an NSS salon...
Sent from my LG Mobile
Karen Hodges <[email protected]> wrote:
I can't give you the chemistry behind it...but I also have experienced that
my excellent quality gels will not properly adhere to cheap MMA acrylic. It
just doesn't. The gel layer will peel in a few days. I have also had
problems with good quality EMA acrylic adhering. Even if I "rough up" the
surface of the old acrylic...
I think that MMA has a short life cycle...it breaks down, yellows,
crumbles, shrinks...and generally falls apart unless you reapply more MMA
on top of it. Maybe the new addition of MMA monomer "renews" it somehow? Or
maybe because a lot of users of MMA strip the old product off before doing
"fills" it *seems* to be in better condition than it will be if a new
client comes in to me and we try to transition her old product over a
couple of fills. I've observed that after 4-6 weeks her old product is
lifted, yellowed, shattered.
In fairness to the client, I do tell them that sometimes my products are
not compatible with other brands...and we may have breakdown, but that I
will TRY to transition without the further stress to her natural nails of
grinding/soaking/grinding/soaking that it takes to get old MMA off their
nails. I tell them that if they will stay with me and let us work together
over the next couple of months, I can promise them their nails will be
healthier, thinner, more natural looking...prettier. They either like that
program...or they don't commit. If they do, I will thin the product down as
much as I can each appointment....my products easily buff away...so I
usually end up removing a part of their old product each time. Eventually
we get them into good shape.
As for the rings of fire and old fill lines and fills over lifted product,
I explain what that is, tell them what I know I can do about it... which is
nothing until it heals by growing down the nail bed over time...and
recommend we go with color (polish or UV gel polish) during this transition
phase. I tell them how much it will be and then shut up...and let them
decide.
Both Katherine and Jill have given us good insights. It *is* all about the
client. And it is *also* about our reputations. I say:
Behave with integrity.
Do your best work.
Educate the client.
Stand behind your service and your products.
Be proud of what you do.
Never comment about another tech's work....simply let YOUR work
speak volumes for you.
Best wishes, everyone!
Karen
Grapevine
From: Jill in Ky
Sent: Friday, November 23, 2012 12:17 PM
To: [email protected]
Subject: Re: NailTech:: Re: What to say to clients who think that an NSS
salon nails are beautiful?
Your gel won't adhere over cheap acrylic? I'm not a gel tech, but am eager
to learn more about it, so can you explain to me the chemistry behind WHY
it won't adhere if you take the shine off the top of the old nail product?
I'd really like to know because I thought you could use a camouflaging pink
gel to help hide the fill lines. If that's not the case, then maybe I need
to stick to acrylic where I can custom blend the powder to help hide other
nail techs fill lines. For all the gel techs out there, jump in to help
instruct me on this, ok?
Jill W.
On Thursday, November 22, 2012 5:57:24 PM UTC-6, Katherine Fahrig wrote:
I understand what you are saying and I agree in principal. However, in
this situation, that is not going to work. She wears a French Manicure, so
the yellow acrylic and fill lines show through my crystal clear gel
product. Additionally, my gel will not adhere to cheep NSS acrylic. So,
the problem is that the finished nails look horrible with the yellow ac
and fill lines showing AND they will not hold up. My gel will chip off the
top of that NSS ac in less than a week. I do not want my name on those
nails. I do not want her telling everyone that those yellow, fill lined
and chipping nails are my work.
Back in the day, when I did acrylic nails, I had an opaque pink that I
used on clients who came to me with horrid yellow acrylic on their nails
and I was proud to have my name on my work because I could make the nails
look good despite the crappy product underneath. Even if I used an opaque
pink gel, it would still chip off the top of the NSS acrylic. The only
thing I could do is start doing acrylic nails again. Not going to happen
for my own reasons, long story that is a whole different thread.
It's not an ego thing, it's a reputation thing. I will not put my name on
yellow, fill lined nails. That is not what my work looks like. I use top
quality products that do not yellow and correct (manufacturers) technique
that does not leave fill lines. I do not view a good work ethic as "ego".
I get what you are saying, but, this situation is not about ego, it's
about my name on substandard work. I have other clients who get their
nails done in other states, one who gets her nails done in Vancouver, BC,
I have no problem doing their nails. No, the work is not as good as mine
( that part is ego ) but they all use a quality gel and I can do my work
with my gel over it and with one appointment I can produce nails that
deserve my name on them. I do not bad mouth the other salon or manicurist,
I like to hear about how things are in the other city for my clients who
live part time here and part time there, it's a fun and exciting life that
I can live vicariously through. It's not about me having to convince
anyone that I'm better than the other manicurist. It doesn't matter, I do
their nails when they are in STL and the other manicurist does their nails
when they are there. No competition, we are actually working together,
sharing the client. I'm cool with that. I'm not cool with someone telling
a client that they are getting gels when they are getting acrylic and then
the client expects me to make her yellow, fill lined acrylic look like the
clear, natural gel nails that I'm known for creating.
I do not think that anyone should put their name on work that is beneath
them. Every single set of nails that walk out of my salon meet my
standards for quality, beauty and durability. That is customer service.
That is a full book of happy, satisfied clients. That is a reputation in
this city that I am the best.
Belittling, berating or insulting a client, coworker, manicurist
(licensed or not) is not good customer service. Doing substandard work
over a substandard foundation in not good customer service.
Katherine
Nails at Panache
St. Louis, MO
Sent from my iPad
On Nov 22, 2012, at 11:03 AM, Jill in Ky <[email protected]> wrote:
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
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