When Clients Are Not Happy With Their Nail Service

“I DON’T LIKE TO GAMBLE, BUT IF THERE’S ONE THING I’M WILLING TO BET ON, IT’S MYSELF.”
-- BEYONCE, MOTHER, WIFE, QUEEN BEE & TRIPLE THREAT ARTIST

It’s the stuff of nightmares, a client sits across from you at the end of a service and speaks the six most dreaded words known to all nail-pro-kind: “I’m not happy with my nails.” What’s a tech to do? Flip out, ramp up your defense, or strategically acquiesce? Check out these three different scenarios to learn how to de-escalate a tricky situation (or maybe not)! Remember the best tactic for successfully managing client dissatisfaction is self-confidence; knowing and believing in yourself 100% and not being afraid to speak your truth to clients.

HUMBLE PIE
Uh oh. Your five o’clock client is miserably staring at a fresh set of nails. The look on her face does not resemble happiness, not the vibe you want in the air. Your next appointment is checking in minutes from now. You’re the junior nail tech in the salon and only have a few paying clients under your belt. It’s the first time you’ve met this pair of hands and you were excited to rise to the occasion. Admittedly, this set did not turn out the way you’d hoped. Almost good enough but not 100% perfect. How you communicate in this moment will speak volumes about your integrity. This situation needs to be dealt with right away. Should you expect a client to pay for something that doesn't represent your best? In this specific scenario, the answer is no. Check your ego and own your mistakes. Ask your client for specific feedback for what’s working and what’s not working. Let your client off the hook if the disappointment is reasonable. Then do everything in your power to give the client an outcome they expected. Do this even if it means re-booking them with the senior tech one station over. Make sure to sit in on the appointment when it happens to improve your own technique. While the client may be a little annoyed; you will have earned their respect.

CRAP TEAM COLORS
Color theory is a real science. The right color combinations create a visual zing. The wrong color combo makes you put bandaids over each eyeball. So how do you handle a client who specifically asks for a set in colors that will absolutely look like crap together? Take some advice from the wisest of the wise, Albert Einstein, who offered us this food for thought, “Intellectuals solve problems. Geniuses prevent them.” As the expert in the field, it’s your job to be the genius of nails; guide the client away from bad color decisions. The guidance starts immediately when they come in to pick color. Communicate that you think while these colors might look incredible on the team mascot, they might not look that good on a set of ten nails. If the client is still unconvinced, proceed slowly. Run a color test on the first two nails bringing the shades together. Clearly ask if the client likes the way the colors look. You want to avoid a set of crap colored nails walking out with your name on them. As you continue to work on the one hand, constantly check in to ask if they are ok with the progress. The last thing you want is a look of surprised horror when your nine nails into the service. This is a conversation acting as a preventative measure as you move deeper into the service. This is the same kind of preventative conversation you’d have if someone was asking for dramatic nail lengths of dimensional nail art. The client needs to be informed of any physical limitations, restrictions, and adjustments that might come from, say, a set of stilettos. The more things are referenced and discussed in advance, the more likelihood everyone has a good experience. The client is nail happy and you are paid happy. Everybody gets what they want.

HOW TO SPOT THE CON
Mistakes and miscommunication can happen. The previous two scenarios playout as unassuming human error. This last scenario is where you are face to face with a Con Artist and you have to put on your cape of invincibility. This “unhappy” client never had any intention of paying for their nails. Look out for the manipulation and lies. They might do anything to get out of paying. You may find a dramatic client look you in the face and say that they aren’t satisfied with the work but unable to tell you why. The only answer you can get is the declaration, “I’m not happy with this and I am not going to pay for it.” You may be caught off guard by this self-entitled behavior. So it’s nice to plan in advance how you might deal with this worse case scenario. Consider asking direct questions. Where do they feel any improvements could be made? What exactly is it that you don’t like? Is it the length? Is it the color? What can I fix to make you happy? Let me see your nails? Take a gentle hold of the hand. If you are still met with payment resistance, be prepared to clip off or remove a couple of the nails quickly. At this point, the client will be in a little shock, too. If they aren’t happy with the set, you are just “helping” them out by removing them. Stand up for yourself. Advise the con artist that if they are planning on leaving with the nails; they will indeed have to pay for them.

Another way this happens is that when the Con Artist client leaves; all appears well. The con will call back and say they aren’t happy with the nails. They may make up a lie, inferring that your work was shoddy and that all of their nails are lifting. If this happens, your goal is to do some reconnaissance. Ask them to immediately come in for an appointment to “fix” the nails. Insist that you have to see the nails before any refunds can take place. If you do a little digging around with other neighborhood salons; you’ll find that this client has a pattern of sketchiness. They do not plan on coming in for the repair. They will intimidate and bully you online to get their money back. Do not give in. This kind of client is not going to get a refund unless warranted. This needs to be done in person and not over the phone. Always with respect, ask for the opportunity to fix them. This is how you avoid getting further drawn into their manipulation. Call their bluff and don’t back down. If you believe in your work and in yourself; believe that this drama will blow over. Sometimes you’ll get a crazy one but not to worry. The hardest part is coming to terms that some people operate in the world trying to take advantage of you. It’s inconceivable until it happens. Don’t take it personally. Soon you will have more experience to read people and their vibe. You will have worked with hundreds of the good apples that when a bad one comes in it will be easy to spot.

Ultimately, you are going to encounter all walks of life in your nail shop. It’s part of what makes it so much fun, the people parade. 99.9% of the time, it’s best to give clients the benefit of the doubt if they find themselves unhappy with their nails. Most likely it was a communication blip on both your part or their part. It’s hard to say but do what you can to make it right. Making your service about technique and thoughtful check-ins is what will make you a great nail tech. Knowing what you’re worth and being able to clearly communicate about your process is the best way to prevent your clients from being dissatisfied. Remember however that when people show you who they are, believe them.

**This is an adaptation from our YN Biz Talk playlist on YouTube, “WHEN CLIENTS ARE NOT HAPPY WITH THEIR NAIL SERVICE.” If you are interested in a
full script to use on your clients, see the link below.

***Follow our YN YouTube Channel and click here to watch the full discussion here: