Educating your clients (and how using the correct terms helps your business)

As a nail tech have you ever said the words, “I’m just going to let the acrylic dry then I can file them up for you” or “I’ll just push your cuticles back for you”

We all try and make sure people we are speaking to understand what we are saying or going to do, but using terms that are incorrect may be undermining you as a professional nail tech and damaging your reputation.

When I first started my nail business in 2001 there were only a couple of nail techs in my area, which was great for me as my diary was full in no time at all and clients passed my name from one person to the next.. without being big headed, out of the few techs in the area, I was the best… and how did I know that? Because My client told me from experience!

What I found was if I took a week off for a holiday, when I returned there was always 1 client that randomly broke a nail and couldn’t stand to leave it (as it didn’t happen very often) so went to another salon to get it repaired. Then I would see my client for her next scheduled appointment and I would get the low down on the monstrosity of a nail this tech had created, then I would hear about how the nail tech gave excuses as to why the nail didn’t look like the others; “your nail is crooked” was one reason a tech gave which made me smile!

But then came the other comments from my client, like she kept saying the lamp would ‘dry’ to the top coat, but it cures the top coat doesn’t it?”

“She said the acrylic was too ‘watery’ when she was using it, I think she was struggling a bit…”

These above quotes were ACTUAL comments that my clients said to me and it made me relalise I was doing a good job. Not only that but my clients often commented that they come back to me because I clearly knew what I was doing.

I used to educate my clients as to what I was doing and why, not to baffle them with science but to make sure they knew just enough to know what great nails should look like and the right and wrong way to do things, such as cleaning the tools I was using.

To keep my clients coming back, (of course they left with great nails that lasted and if they wanted some fancy nail art I offered everything) i realised it was the little things like when they asked why I had a sterident tube with my tools in (or if they didn’t ask I’d make a joke out of it when picking it up) I would explain that working in clients own homes means I can’t carry around my sterilising solution to ensure my tools were clean ready for the next client unless it was in something water tight, and I spotted that the tubes that denture whitening tablets came in had a snap on lid that when tested, didn’t leak any liquid, so I started using one to carry my barbicide and metal tools in.

I lost count of the number of times a client then told me about a salon she had been to and they had their tools in a dusty draw with no sign of ‘that cleaning solution’ I used every time… I would just look a bit perplexed at the comment and say “oh dear, I hope she cleaned them in between clients though?”

I found it’s the little things that made a big difference to my clients coming back to me for years and years… and one of my things was to educate my clients, by using the real terms for the products or techniques as well as throwing in some comments myself like, “So, Pink and Whites you requested today then.” rather than calling it “french nails”.

When you use the correct names or terms in your business you command respect without even trying, clients realise you know what you are doing as you can easily explain it not with fancy long sentences full of scientific terms that they don’t understand but with simple everyday things like calling them enhancements rather than fake nails (which I’m afraid I still hear occasionally in salons)

It all comes a down to education, if you educate yourself and treat your work like the entity it is, ‘a professional business’ then your clients will respond to it in a positive way. And your business will thrive

Hello Mrs Smith, lovely to see you again. I have you booked in for gel polish overlays today, is that correct?

Rather than…

Hi there, we doing your gels today?

I speak to so many nail tech’s who call gel polish ‘gels’ but this just shows their lack of knowledge when I ask what kind of gel? and if they reply with something like, “you know like shellac…” well that’s another 20 minute lesson I pull out of the bag, haha.

Try it our yourself when you see your clients next, call gel polish, gel polish, call the acrylic nails, Enhancements, tell the client you’re pushing back the eponychium and removing the cuticle from the nail plate.

Mention “I’ll just pop that back into the sterilising solution so it’s clean and ready for the next client” as you keep your desk tidy whilst working…

Comment below if your clients love this about you and how you run your business. Mine mentioned it all the time, and new clients were inquisitive as to what I was spraying the files in front of her with, as she has never seen that done before!

There is more help on topics like this and more in my blog so check out some of the other posts and let’s make your nail business the best Around for miles and miles…

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