Sue, This was nice. Thank you!
On Tue, Dec 7, 2010 at 9:39 AM, Susan Mang <susanm...@hotmail.com> wrote: > Sometimes I don't think WE realize a few things....these things have > helped me tremendously with dealing with what I used to > feel were the "difficult clients": > > 1. most of our clients have no idea that we compare them to what is a > "normal fill client".....so they don't realize when they > need more from us, that they are really getting more from us then > expect to give, for the prices we charge them. > > 2. we get to a point that we have a hard time seeing things through their > eyes because we've been doing nails for a while, or know > a lot of people that have been in this business a long time, and have > heard the horror stories, and now look > at everything from a money point of view....they are either making us > money, or costing us money > > 3. because we are small time businesses (whether on commission or rental, > what we bring in affects our paycheck), everything > we do that is extra becomes "money out of our pocket" > > Stop and think for a while......it is our business....if someone comes > every 6 - 7 weeks, and thinks they fall into the 3 week fill category, > it is up to us to explain it to them. All we have to do is charge them > whatever we think they should be paying, and explain to them why we are > charging them that price. End of story. I went through that same thing not > too long ago. I have a client that comes at about 8 weeks....nails very > grown out....lots of extra work/product. She always gave me an extra big > tip so I never charged her more than anyone else. Then she came once, and > didn't give me the big tip. I didn't know what to say, and must have had a > funny look on my face, because she commented that her nails were in really > good shape that time. She was right, BUT what she didn't know was the extra > product, the fact that I had to do more prep work, etc etc. When I > explained all that, (thankfully) she completely got it...and said to me, I > didn't realize all that, paid me more, End of story. I then told her if she > was going to go that long, the price of her fills would be $xx.xx, and more > for broken nails. I no longer feel annoyed when she comes in, and she knows > what to expect when she comes in. Much like bringing your car in for an oil > change. We don't know, till they tell us, that we also need an air filter > and it's going to cost $xx extra. > > I'm thankful for her and other "difficult clients", because they made me > realize a few things.... > > 1. some people can go longer than 2 - 3 weeks between fills and other than > the nails being grown out, sometimes have less > broken nails. (in contrast to some clients that come every 2 weeks > and they hardly have any growth). as long as we shorten their > nails every time to avoid possible damage, and their nails stay > sealed, I wouldn't agree with someone going longer if it wasn't safe > for their nails. > > 2. sometimes we get so caught up in "our side" of the way things look, > that we fail to see things from their point of view. ie: we seem > to feel it's ok for clients to stretch their appointments if they > can't afford every two weeks, but if they have the money, we seem to > feel they should be spending it on their nails. But it's not up to us > to decide what they should spend their money on....just like > we wouldn't want someone telling us what to spend our money on. > > 3. all we have to do is say no, when what a client is asking doesn't > work/isn't possible. I work with people who get annoyed when people > call at the last minute to see if they can get in for their nails.....but if > we had just taken a last minute cancellation we would be thrilled to > get that call! I tell people....it never hurts to call, for every time the > phone rings our schedules could be changing. > > 4. always try to imagine things from a different point of view. Not > because our point of view is wrong, but because it keeps you thinking > outside of the box. Especially when it comes to the annoying > stuff....being annoyed just causes stress.....try to imagine a very > understanding reason for the annoyance (like maybe the guy who cut you > off in traffic is rushing to the hospital to see his child be > born, or cuz a loved one is very sick), and all of a sudden you won't > feel so annoyed. > > One of the coolest things I've learned from doing nails, actually has > nothing to do with nails at all. The coolest things I've learned from > clients (and other sources) is that what most people want is to be > acknowledged and treated with compassion. If only we can learn to do those > things as beautifully as the nails we create. > > Sue Mang > susanm...@hotmail.com > Louis Anthony Salon > Buffalo NY > ------------------------------ > Date: Tue, 7 Dec 2010 06:07:38 -0800 > From: awinger...@sbcglobal.net > Subject: Re: NailTech:: every 6-7 week client > To: nailtech@googlegroups.com > > You could explain to her that when she waits this long she is taking a > risk of infection or damage from breaking her nails because they are now > (top heavy) and breaking them very low. It also takes you longer then doing > a fullset and it uses much more product then your reg client that comes in > every two weeks for a fill. You could charge her extra to remove her old > nails and then do a fullset everytime and charge her the fullset price. You > need to raise your fullsets. I know this would be a big jump but you should > at least charge $40 in comparison to your fill price. If you want to > discount a first timer to $30 to get them in the door then give the client > that referred her a $5 discount. That way you are not leaving your faithful > ladies out, but on your price list have your fullset price set at $40 for > those 6 to 7 weekers. Sorry for rambling. I have had these types before > and it drives me crazy! > > Angie Wingerter > > > ------------------------------ > *From:* Kelley Marie <kelleymar...@gmail.com> > *To:* NailTech <nailtech@googlegroups.com> > *Sent:* Tue, December 7, 2010 7:24:49 AM > *Subject:* Re: NailTech:: every 6-7 week client > > She is reg as in she only sees me, but how regular that as you can see > is sometimes a very long time between. the thing that gets me is she > lives off the lake and drives a beautiful car and has jet skis and > boats ( yes I mean more than one) So I know money is not an issue as > with a few of my other clients. Who I understand if they stretch it > out. I am grateful to them clients because they could just stop doing > nails or go to a NSS and I would be out completely. > > On Dec 7, 8:18 am, Diana Bonn <bonn.di...@att.net> wrote: > > Kelley, you brought back a discussion we had years ago at my salon!! > > A new client comes in for a fill, from another shop. > > Do you charge her the regular fill price and don't charge her for the > > repairs because you are trying to get a new client in? > > Then you have your regular client (use the term loosely, regular) and > > she has the same amount of repairs? > > All boils down what the meaning of your service is..."fill-in".What > > is the defenition? > > Take it from there. diana from indiana > > > > At 07:56 AM 12/7/2010, you wrote: > > > > >Ok gals > > > > >I'm tired of clients who come every 6/7 weeks with at least 3 breaks > > >and expect to pay my reg fill price. > > >how do you handle this? > > > > >I am not expensive to begin with my 2 week fill is 22 and a 3 week > > >fill is 25. I have always done free repairs when you come every two > > >weeks ( and rarely have to do any). > > > > >If I go by my price list her fill will be 25 and each repair 2 bucks > > >so if she has 3 repairs that is 31 and my full Sets are 30. > > > > >need advice if you have any > > > > >I am posting a new price list this week for next year. and will be > > >adhering to it strickly. > > > > >Kelley Marie > > > > >-- > > >You received this message because you are subscribed to the Google > > >Groups "NailTech" group. > > >To post to this group, send email to nailt...@googlegroups.com. > > >To unsubscribe from this group, send email to > > >nailtech+unsubscr...@googlegroups.com. > > >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 nailt...@googlegroups.com. > To unsubscribe from this group, send email to nailtech+ > unsubscr...@googlegroups.com. > 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 nailt...@googlegroups.com. > To unsubscribe from this group, send email to > nailtech+unsubscr...@googlegroups.com<nailtech%2bunsubscr...@googlegroups.com> > . > 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 nailt...@googlegroups.com. > To unsubscribe from this group, send email to > nailtech+unsubscr...@googlegroups.com<nailtech%2bunsubscr...@googlegroups.com> > . > For more options, visit this group at > http://groups.google.com/group/nailtech?hl=en. > -- Arpi Sekeryan -- You received this message because you are subscribed to the Google Groups "NailTech" group. 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