Real Responses to Difficult Nail Salon Situations
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- čas přidán 9. 03. 2020
- How do you respond when your client cancels their pedicure last minute? Or clients who simply cannot choose a color? Today Habib and Tracey talk about these difficult situations that happen in the salon- and show you how to respond.
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“How do two brothers get into the nail care business?” This is the single most common question people ask us. There’s a long and rocky version but we’ll give you the short one. We have our fearless and unconventional mother, Young Salo, to thank. With a single-minded entrepreneurial spirit, she decided to start her own business at the age of 49. She had a passion for the nail industry and we did everything in our power to support her. In the end, this is a family business.
Greg, the older brother, became a licensed nail technician after switching gears from fire fighter’s training. He is energy personified and has a true passion for developing the best professional nail care products and education. Habib is the younger brother. He jumped in a few years later; taking a detour from medical school and a life in music. He brings his own creative mind for business, marketing and strategy. Unexpectedly, we are a perfect team.
Today, more than 20 years later, Young Nails Inc., is a professional nail care manufacturing company exporting to over 40 countries worldwide and distributing domestically to over 3000 stores. We’re respected for our next-level product innovation and education. Our mission is to bring you the best quality products and we’ll show you how to use them with incredible results. It’s really that simple.
Welcome to the Young Nails family! - Jak na to + styl
It is so hard to have these conversations. Honestly, as a person with severe social anxiety, this is the hardest part of my job. I love being a nail tech but having the hard conversations is so stressful. Thanks for the awesome tips!
Totally get that you are not the only one.
Oh hun. IM right there with ya sista!!!
Tracy still looks annoyed even though it’s a scenario lol 🤣 I feel her pain
lol!
I love their friendship 😂😂 they are so funny together
Totally
I have social anxiety at times with autism and I get so frustrated easily when it comes to disrespectful people in general. This advice is helpful because I want to be in the nail tech industry. ❤️
It's understandable in regards to the "no kids" policy that some licensed professionals have due to the liability issues or safety concerns.
They can be uncomfortable topics, but necessary conversations for sure.
Kids are a definate no for me. I had a really bad experience when i first started as a mobile tech. My second client outside of family and friends. She told me before hand that she had a baby and her eldest two kids were at school so i said for the sake of baby and the smell from the monomer is there anyone that could have her during the appointment, or she was welcome to come to my house when her husband could have the kids. She said she would take her baby to her mother in laws after the morning school run so. I get there, no answer. I call her and she is five minutes away. Turned out to be over half hour late, with her baby in the pushchair. So from our previous call the night before, she had forgotten to ask her in laws. So, i said i would only be able to do gel nails then as theres hardly no smell. By the time she has got in and sorted her 8 mnth old baby out it was well over an hour past her appointment time. On talking to her, i felt sorry for her. She had no time to herself, her husband wasnt supportive, her eldest kids both had behavioural problems, she had no friends. So i thought to myself, im going to make her feel like a star. Because i was starting out i didnt have anyone else till the evening,
By the time i had prepped her nails, baby had filled her nappy, so client changed her then disappeared into the kitchen and ten minutes later comes out with food for the baby, so shes feeding her with one hand while i dehydrate, prime and start on the other hand. So have to do finger by finger with drying time in between... it took ages to do her extensions. Then when baby has finished her food i get to start on the other hand. Im just about finished and wiping the inhibition layer off and she says she has to go get her son from "Nursery"! She said her eldest 2 were in school so i assumed all day. She did say to stay in her house for the 5- 10 mins, but i felt uneasy so i went to sit in my car. She was gone for a whole hour! I couldnt go anywhere as all my equipment was still in her house! So when she comes back, she then makes her son some lunch. Ive already been here 4 hours now, and i still need to file and shape and paint her nails! Her son was in all my stuff. He ran off into the garden with my equipment case at one point. Mum just sat there, so i had to run after him to get it. When i told him not to touch my stuff, he climbed over her garden fence and ran away! He was 3!! So she left the baby with me to go get him. Another half hour spoiled. I managed to paint her nails while he still kept touching and taking my stuff, took one of my opi gel polishes and pours it all over his hands, mum just sits there, so i took it off him nd cleaned him up with nearly all my alcohol, then i moisturised his arms and hands. Then i get round to top coating mums nails. This is whilst he is punching and kicking me. I finally get away from there at half three in the afternoon! And i only charged her £30. That worked out at less than £5 an hour and in those conditions.
I did say to her on my out that if there was a next time, it would have to be no children. Not only is my equipment important to me, but this stuff isnt things that kids should be playing about with.
And this is why i have an absolutely No kids policy. And I stick to it.
Sorry its long, but it might help those who are in two minds to allowing kids at their appointments. Xx
Yea love that, thank you for sharing I'm sure people will find your experience useful.
Damn!! Wow!!!youve got patience hun!!
I'm sorry you had such a bad time, but I'd have left. When she turned up late & had the baby with her, I would have re-arranged & said that it's impossible to work with chemicals around children. I would say your insurance doesn't allow for you to covered in that situation, but will be happy to do a service once she can make arrangements for her little one's to be taken care of. 😊💅💖
@@siouxhazeldon2545 i would do that now for sure! And i would advise others to do just that too. I was so exhausted when i arrived home, and to be honest with you, i didnt do any mobile appointments for months after because it just put me off, i almost gave up, but now im more confident, and at an age where im not bothered if i offend anyone, it's my policy to have no kids... if you dont like, then find someone else.
Thanks for replying xx
@@louceegee5609 you're very welcome, we're all here to help support each other & help others learn by our mistakes. Our bad experiences may help others to not go through what we went through. 😊💅💖
Not a nail tech, I’m so lash extensions but watch all of your videos because it’s still cosmetics and it helps so much in so many ways, thank you guys
*i do
Absolutely a lot of this information is all inclusive of our industry
Enjoyed this blog today. Loved work Tracy said on the topic of a client coming in and not needing her service. Loved how she used the analogy that if that person went to work and they told them that they had to sit there for an hour and they wouldn’t get paid.
All about communication and explaining it in ways your clients will understand
This analogy got me! I love it!!!!!
This actually is very helpful, I like the responses given, they were very informing and nice at the same time. I would definitely like to be handled with respect like that
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This was an excellent video ! I have had our salon for 36 years and have definitely ( unfortunately) refined my skills and words at confrontations. It is hard but it does get easier .... Great tips for us oldies but excellent for the newer technicians!!!! You both are awesome 💅🏻
Solid input, it does get easier with time
My anxiety is off the charts listening to this 😬😬😬
lol
Oh guys! You are really funny!!! That last topic is very needed when dealing with certain clients. We are not therapists but have to hear them. I told someone who wanted my opinion so bad about an uncomfortable subject was that I needed to concentrate because I might cut her fingers off. She shut her mouth off till I finished. Then I reminded her that I had never had any accident with her cuticles because I pay attention and just talk about nice things. At that point I was walking her out. Another one played annoying music on her phone and I had to ask her to turn it off because it was making me very anxious.
For sure sometimes confronting clients can be difficult
Tracey is ABSOLUTELY right - shoes are always better than socks!
Sorry Habib lol
lol
After awhile you know what colors the clients don’t like and that helps..
Totally
I work in a nursing home so sometimes I have to help them pick out a color and having a lot of choices Is to much for them so I put four different color on the table and they pick from their
I love Tracy!!! You are the BOMB!!!! 💥
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Great topic and all the situations were handled very well thanks for sharing much love always 💅💕💕💕
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Love these segments.. thank you 🤗❤💅
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This is a great video, you two are so funny 😂😂😂 (I used to be indecisive, but now I can't make my mind up.) 🤣🤣🤣 I totally agree with the advice given, a salon is not a place for little ones. There's too many chemicals around & the dust from filing nails is not good for little ones. Thank you for sharing your good advice. 😊💅💖😘
Thanks for watching
@@youngnailsinc you're very welcome, I love how you give such good advice but you're so hilarious with it. It helps people learn easier. Thank you for your reply 😊💖💅😘
Fantastic topic!!
Thanks
I love this type of videos 😍👏🏽👏🏽
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Love this video, super helpful thank you.
How would you deal with a client and their body odour. Especially during intimate waxing? 😷
Oh no! Sounds like a very uncomfortable conversation. Is there anything you can do on your end? I'm sure it's more extreme but in beauty school they used to have essential oils for your upper lip during some not so pleasant pedis
Great ideas to put into practise 👌🏻
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I work at a new salon at the mall. Opened a few months ago. And I find that a lot of ppl have that habit of bringing their kid or their baby to the salon. And one time this girl was getting extensions done by someone who was quite new at it. And I’m also new. So it takes us about an hour and a half to do a full set. Sometimes 2 hours if they’re getting them super long. And this lady brings her toddler in and he’s just all over. He was in his stroller and wouldn’t stay still so I had to sort of baby sit this kid cuz I’m pretty sure he was gonna fall out of his stroller. And the mom couldn’t do much cuz she was getting gel put on her. Situations like that is when I don’t know what to do. And I’m too nice to people, I just don’t know how to confront them and say Hey, no kids allowed! I guess I just don’t like confrontations. And don’t like to argue. I don’t want clients to be upset.
Definitely can be difficult especially in a walk in setting. I think in this case I would have said since you have a child with you and it can be difficult for them to sit still long periods of time we can squeeze you in for a 30 min appt today maybe some gel polish or we can book you for a full set appt tomorrow or at a time you have child care available, we want to ensure you a relaxing full service appt.
Would it make it easier if you had a notice up saying "This salon has a no children policy due to the chemicals involved" then you could point at the sign & say sorry but your insurance doesn't cover for little ones being in the salon. Also it's a time for the client to be pampered & for them to relax without their little munchkins. 😊💅💖
Sioux Hazeldon true. But some people are so stubborn that they’ll find a way around your excuse and try to avoid the reason why we don’t allow children. I already made a plan actually. If they come in with their kid I’ll just tell them it’ll have to be a quick service max 30-40min. That’s it. Take it or leave it.
Great advice 😉
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I have had two situations: a client called me to cancel/rescheduled when they were ten minutes late and I nicely explained as you did in this and had one show up 20 minutes late (texted them and called them) and nicely communicated the situation and each of them got mad at me for making them feel guilty. Now I referred them to another nail tech. What would you do in this situation? Also, I get clients that come in sick knowing I have notices about rescheduling if you are sick.
Awesome!!
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As someone who is naturally a people-pleaser I am trying to master the power of "saying no" to my clients (Example unscheduled add-ons, time consuming requests). I found this video super helpful!! Question regarding clients cancelling part of their appointment day-of, how do you feel about charging a cancellation fee in that case?
Make sure you have your policies on this kind of cancellation set and posted. Also make sure to communicate these policies openly with your customers so they know them prior to the situation. If they do cancel part of their service, you can give them a one-time waiver and re-confirm your policies. After that, if they continue to cancel parts of their appointment, they should be charged a fee since they reserved that time and now you are unable to schedule another client in that time.
Another great Biz Talk 😊💕
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Love y'all videos 💅
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how would you deal with the kids situation if your whole salon doesn’t have a no kids policy? i work in a hair salon and have a small room in the corner to do nails but i feel like i can’t say anything about not bringing kids because the rest of the salon doesn’t have that policy but they always seem to disturb my work
I would say it's my policy. This is your business you have a right to run it however you want.
if a client cant decide a nail polish what we do is we spend sometime with her and advice her on what to choose based on her skin tone and what is planning to wear. i think that is more nicer
Very nice of you
I ordered this product and it changed my life as a nail tech
I have NO LIFTING AT ALL👏🏽👏🏽👏🏽👏🏽👏🏽👏🏽👏🏽 I use the protein bond and all the products and I WILL NEVER CHANGE... I’ve used CND for 10 years... YN had a special on Instagram and I thought why not try and I could not be more pleased... my time has increased I don’t have to soak off and waste time.... all I can say is thank you for a great product and that is a blessing 😘🥰😍
This statement has nothing to do with this video but oh well 😊
That's awesome!
YoungNailsInc yes it is
Which product did you switch to? Yn hard gel?
L Olubusi I switched the acrylic line👍🏽 I’m going to do the hard gel as soon as I finish the IBD hard gel products 👍🏽
I don’t know if this subject has been addressed on another video but I would love it if you guys talked about how to manage bad Yelp reviews because I’ve seen at some salons that the owners sometimes don’t know how to manage customers that did not really get a bad service but are just trying to get discounts and services for free and they want to bend over backwards for customers that are not being honest. I am all for customer satisfaction but I’ve also learned from you that you don’t want all customers but the ones that are really gonna develop a loyal relationship to you.
For sure definitely something to address. Always ideal to try to remedy upset customers but you're right sometimes people are just trying to pull a fast one.
Please com to Canada Montreal 😭😭😍 love you guys
Would love to!
What size brush is best for beginners
The young nails acrylic sculptor is about a 9
The 3 dislikes are the difficult clients discussed in this vid 🤣
What about non refundable deposits? The salon I go to for my hair has this policy. It puts the ownership on the customer 100%. I felt responsible for my appointment and I was ok with it. Would this work on a nail salon? Or do we just have more sensitive clients??
czcams.com/video/-FwVoo4sXZ4/video.html
A difficult subject for me to talk about is when a client is talking about her previous nail technician with no good words. I had once a young girl saying that she was no good and destroed her nails and asking me what was my opinion. I felt strange because i didn't know what to answer. i don't want to say bad things about people i don't know personaly so my answer was that if she is not happy with her work she does not have to have an appointment ther again. For me was the right answer but what do you suggest??? (Forgive my spelling mistakes but now I write with one hand because on the other hand I remove the acrylic with the aluminum foil.
my e-file remebered to break down now)
I think your answer was perfectly fine.... usually those complaints are from someone who will continue to complain so best to not feed into it
Shoes are so better than socks 😍🥰🥰 those are totally old school and cute
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Oh my gosh!!! I had the subtitles on and at 11.10, “Habib” became “hubby” 🤣
And when Trace said she didnt want to see Habib’s feet, it translated to “butt” instead of “feet” , hahaha!
lol!
PLEASE HELP. Im currently in a situation with someone and I don’t know how to deal with it... I’ve done her nails ONCE, she came in with an XL full set from another tech (that I hadn’t planned for but luckily she was my last client for the day). She had extreme lifting to the point she got impatient with me filing it off that she took my clippers and started tearing the lifting off. I’ve only been doing nails professionally for 2 months and didn’t know how to handle it so I just let her do it. This appointment turned into 5 hours of my time because she was picking apart every little thing I did and kept having me go back and fix things multiple times. She said she had been getting her nails done longer than I’ve been alive so I expected her to be picky but $40 for 5 hours is not worth it to me. I know I’ve only done her one time but I already have a decent clientele and she’s asking to come back. When that message showed up on my phone my heart just sank and I know if I scheduled her it would absolutely ruin that day. The reason I feel bad is because we’re on a military base in japan and she had mentioned that everyone else here has messed up her nails. Any advice in this would be greatly appreciated.
I would raise the price for her or turn her away. You do not have to accept everyone, if it is affecting you that much it isn't worth it
Is anybody else obsessed with that rug? Where is it from???!!!
Ikea
Sigh..not on the Canadian site. Well when you guys are done with it, you know where to ship it!
Lol i like your shoes.... thanks this was well needed.... 👌🏾👌🏾😊😊 #teamyn
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now this is the video
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This made me laugh so hard lmao. Very helpful
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See... I wish i had this video when i was actively doing nails.
I would have saved me a court case, and I would have not almost been stabbed by a customer and have to defend myself with an acetone squeeze bottle.
I was kind of mean, she was kind of mean and it was bad all around.
Oh geez!
@@youngnailsinc she did the thing with the appointment for this but wanted this like she was trying to be slick, and I kind of "fired" her right there b/c she was the kind of client that would be like 20 mins late and want you to hurry. No mooore.
I almost got stabbed with a cuticle scraper. 😭
Oh my goodness! That sounds insane!!!
Am I the only one who wants the whole story?
@@sushles omg!! Girl that is scary... glad you still alive cause you just never know what could had happened to you. Stay safe.
I'm gonna be honest after listening to this. I can say that the responses don't actually sound nice at all and if anything I might sit through the service but I would never return.
Thank you for the feedback.
hey guys. how come you don't ship to canada?🤔
We have several Canadian distributors for that region, but if necessary you can contact ray@youngnails.com for shipping options.
@@youngnailsinc thanks
Try nail basics they're in Edmonton
@@lolubusi2022 thank you
I found it difficult to even watch this video. I got out of the hair industry because I was sick of disrespectful clients.
For sure
OMG I had that it was 2 ladies there one having her lashes done one watching the 3 yr old, promised if she got out of control would step out, 45 min into it toddler screaming and running all over, I had to stop and ask her either to come back or step outside because I can’t have the toddler hurting herself from running @
So common it's crazy
Not a nail tech, but I have had to tell fellow employees that their language was inappropriate. I had one to try and talk about her sex life, I’ve had to stop one from dropping the F bomb. I worked with a woman that had an adult special needs daughter and another employee always called things “retarded” and it was offensive. I nicely told the sex talker and the R word user to stop and explained why. They both stopped. The F bomb-er I started saying nicely to not say it, second time was not quite as nice, the third and last time I made it known that that word would not be tolerated, and it stopped. Communication is ALWAYS good. Thank you. #TEAMYN
Always! Even when it can be uncomfortable it is always key. Good for you for addressing it
I had to say thank you for doing that, I’m a mother of a little girl with Down syndrome and people don’t realize how hurtful the R word is and couldn’t be @ someone who kept throwing that word like that I would just leave and not have the service done
I was kinda hoping Habib would use some weird voice. 😁
lol
How do you deal with clients who take forever on a color basing off of their skin tone?! Nudes are so boring. Yes a go-to but how do I get my clients out of their comfort zone without hating the color?
Wear your work, clients love to see what you can do so if you wear it they will often follow
What about the people that being the whole damn family … I’ve had to send lots of people out
Do you two even like each other? Tracy you seem very annoyed with habib at all times in all videos 😂😨😂 xxx
lol it's a love hate relationship haha
The first one 👍👍👍👍👍 watch
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A couple things we were never allowed to talk about it salon were politics and religion.
Fair
I am not f**** telling you
lol
Her first response was a bit harsh.
Don't agree with your response.
Things will happen
Totally things will happen, these are just some options when you run into scenarios not saying it can't be refined a bit to be more in your words. :)