Great subject! No one should have to deal with disrespectful people. When you feel dread knowing a particular client has an appointment, they have to go. No amount of money is worth that feeling...
That sweetest girl just demonstrated the hard fact of "action speaks lounder than words." good on her for walking away from a abusive ranting customer!
🙌🏻 it’s a mutual respect! I totally respect my clients!! When they don’t respect or value me or my time. Well then there’s another nail tech for them and always another client for me. It’s not ugly, it’s a respect 😊
I’ve had to fire some energy suckers. Being a studio renter I’ve had to deal with this very early in my career & in my relationship with clients. I try to look at it like this, I pay to come to work. If you make me not want to come to work you gotta go. I’m not going to pay to be miserable. Great topic!
I do Nails for about 13years i love What i do and i Work with My hands and heart. During those years I always had difficult clients and same as you I like those clients, I like the challenge, but these year I had to fire one of them, Gosh the worst part is she goes to same church I go and I still have to see her every Wednesday and sundays and plus she went to talk with my pastor about it! Oh dear Lord! I used to do her nails for about 10 years... and she is saying to everyone that I’m not a Christian, I’m snobe and bla bla bla... I don’t care I fired her, I don’t miss her, I don’t miss her money and I don’t have to spend the whole week suffering because I have her on my book for Saturday @10am! I’m free! Thank God!
I run a private nail studio and I have a lot of text exchange with my cllients, and i had a bad feeling few times. I take courage and nailed them but afterwards, my feeling was right. So now on, if i don't have a feeling with a person even by texting (not polite, rude, dont care about advice) i just not available for them. But you are right. Boundaries are essential !
Best Biz Talk Vlog yet.So many people do not know how to deal with difficult customers, and no, they are not always right. If a customer is being abusive to me I put a stop to it right away, by being very professional , polite and assertive.My own family wouldn't be allowed to speak to me in that manner so why should a stranger.
I know this comment is 3yrs old but do you mind using an example of the kind of language you would use or what sort of statements you would emphasize? I’m a very docile and patient person. I will avoid confrontation and be very understanding. I find that being so close to a person as you do their nails makes it harder to be assertive, especially bcuz they will most likely backtrack and make you seem like you’re overreacting. I especially don’t know what sort of terminology to use when they backtrack.
Take the good with the bad, and learn from both,. Importantly, patients is key. Be grown up about the negitive clients. Count to ten in your head. Be calm and respond, dont react. There is a huge diff,. Also if the client is nasty sometimes, it doesn't mean its their actual nature. , be calm and communicate. Xxxx but never allow yourself to be anyones doormat., NO BODIES. XX
Huge difference right? In over 20 years of business, we have thankfully only experienced this a few times... it really is that over the top aggressiveness where there is no place for it
Omg guys you are so right. A few yrs ago I did telemarketing, selling rural supplies in Australia. When I went for the interview he said can u take abuse. ! I said I have teenagers lol. But in saying that yep got some nasty nasty people not to mention the boss would be behind you swearing and pushing you to sell big. I left there 3 times and went back cause the money was good. As for my clients (nail) the inky problem I have is late or no shows grrr. Thanks for the chat guys I'm now going to put a policy up xxx
Btw.... TRACY YOU ARE ABSOLUTELY AMAZINGLY GORGEOUS. woman to woman you truly are an inspirational talented woman in a very manly competitive business world. I love your bluntness and your since of humor.
You dictate your business model through your skill lvl and experience. Getting your nails done is a privilege, clients don't get the opportunity to run your business....you do. Great advice as always you guys! thank you for always shining light on all angles of this industry 😀
I absolutely love this conversation. It is so raw and so real, Habib had a very respectful conversation with me and always has about any comment I've made. He went above and beyond when I had a hiccup with a product/order. He made sure I got everything I need, which he personally took care of, even went as far as sending me a copy of an email he had sent out to take care of the situation (he dropped what he was doing to apologize (many times) to get things fixed) I fkin love and respect you all at young nails 💖👊 #respect
Been doing customer service for the longest, and I know how it feels to deal with rude, toxic and disrespectful customers that cross the line. All. Too. Well. Great forum!
I think being a nail tech is one of those professions where, the customer is NOT always right....and that's just it...you need your peace too do most things, ESPECIALLY THIS job! It's intimate, it's personal......some people don't even see their mother every 2 weeks but they see their nail tech daily....nail techs are more than "just nail techs" so people with nasty poisonous spirits....no matter what the price is not worth it! #TRACEYROCKS #HABIBTHEFACE THANKS GUYS for all you do!!!!!
Soo right! I learned the hard way how to set boundaries with clients. I sufered and survived, working on my tone with them, clear and respectfull communication ♥
The thing about “customer always right” was decades before social media and sue-Happy Debbie downers. I run a Beachfront vacation rental business and if we get a whiney, destructive, lying guest, we refuse them after one time. They aren’t always right, because our housekeeper is our eyes and ears, and we do have the right to refuse service. Most of our customers are great, but sometimes, we get lemons.
I have a mobile salon, so timing isn’t an issue. Since I go to my clients, distractions that are my issues are like children misbehaving, being on the phone, going to sleep where they are falling out the chair or the client trying to multi-task while I’m doing their nails. I’ll verbally let them know after two incidents that this is “their” time to disconnect and if they cannot, we need to reschedule. If it happens again and they didn’t advise me prior, I drop them as my client. Cursing or loosing control isn’t tolerated under ANY circumstances.... My schedule becomes too busy to deal with them EVER again. If it’s a personality issue, I let them know I like to focus on their service and I don’t say anything and let them vent... Because I may be the “only” person they can do that with. AGAIN cursing, NO.
I wish the company i work for had this point of view.. i will bend over 3times backwards for my client, but damned there's a limit. My parents had their own company when i grew up, and my mom still says "client is king, but the time slavery is over" and i wish i had the liberty to act upon this, but as a back office for a multinational, i don't really get that choice.. i sure would have stricter policies with my own company... the thing also is that if your employees get abused by your clients and you don't provide bounderies; your employees might and will get bitter overtime and they'll (unconsciously) deliver lesser service.. and then you end up in a vicious cycle...
As a business owner, all I could do was laugh at so much of this conversation. Normally I had a good customer presence. On the cash register, where the customer couldn't see it, I had a small sign that read, "remember, the customer is always right. No matter how wrong they may be.". In all the years I had my business, there was only one client I asked not to come back. When every one of my employees ran into the back room, or just called me continually to take that customer... There IS a breaking point. When you are ready to lock the door and put up the closed sign ... 😀. And that particular customer, after an hour of complaining, spent ...$1.00... It took over a year, but I totally snapped. Finally! 😲😱
Thats exactly what we are talking about. That one rare time... that one... in all of my years, I have only had a couple situations... after 10s of thousands of clients... but those couple can really take you down, like you said, want to put up that closed sign. When it gets to the point of abuse, its just not ok. It never is. The saying "The Customer is always right" does not mean that a customer can berate, get aggressive, and get abusive. So we are taking about extreme situations. 👍
What makes a client "difficult" are HABITUAL offenses against your own standardized rules! It's not one strike and you're out. A nail tech can get a bad rep for being inflexable and unrelatable!
Omg thank you both for uploading this video. As a nailtech I have always felt like I have to bite my tongue when it comes to my problematic clients. Now I have a better understanding on how to deal with the situation. I just wish people weren't so difficult to deal with and wish they understood the turmoil the general public can put us through on a day to day basis. You guys are fantastic, thank you for being so upfront on a very common situation that nail techs deal with in their careers, but dont know how to speak or act on the situation. #QualityOverQuantity
Thank you guys your advice helps tremendously 💖 I feel family can be harder to deal with sometimes I have 7 sisters I don't do their nails they would drive me insane or prank me on purpose I still love them😊
Yes! I have had to fire a cliemt or two. It was not easy the first time however it saved my sanity. I have come to the conclusion that it is a reflection on how they feel about themselves.
I love this!! So insightful, thank you. Also thank you so much for the lovely goodies I received via my lovely daughter getting in touch with young nails on IG, you really do fantastic customer service! I was so overwhelmed with surprise and utter gratitude ..i seriously could have cried. I still haven't used my apron yet (i don't want to get it dirty) ..And the signed cap is on display in my cabin. Thanks again x
Here's the deal: if I don't treat my business as a business, they won't either. After 28 years, my clients know not to be late. If a client is late, it makes me late for the whole day. My biggest pet peeve is late customers. Difficult clients: I will not put up with it. I won't stress out.
I had a client literally made me want to give up nails altogether. Learned from you guys and will only use your products! You guys are the reason I’m a technician💅🏻
Hey beautiful people just wanted to say this is a great biz talk. Y'all talked about very important things and explained the solution very well love y'all ❤
The customer when you’re a server will use and abuse you. And we can’t do anything usually. I’ve had so many bad experiences with customers in the serving industry.
I had a difficult tech to deal with. He put on nail tips because he never used forms before and I asked for gel nails. So I thought, okay, he's honest. Then he cut and shaped the tip, not what I expected from him, they were a mess, I thought okay, he just started so I'll see what happens. Then when he proceeded to start on what I thought was going to be gel, he started on acrylic. I'm looking at this guy and asking if he's ever done this work before. He didn't answer me at all. His boss kept looking at what he was doing and saying nothing while working on his own client and doing an amazing job I might add. But my tech he has blobs of acrylic on my nail tip and I couldn't help myself, I started getting upset. I asked if he had any kind of training. Again he wouldn't answer me. Once his boss was finished his client he came to my rescue. By that time five nails were heavy with all this product and I was in shock and upset. Anyway, his boss fixed my nails but didn't complete the service as usual buy cleaning the dust or putting on cuticle oil. He never spoke and made it quiet clear he didn't want me there anymore. So I left and never returned.
For sure... if someone is sitting in your chair, and they are unnecessarily being aggressive, rude, and over the top, then you have to make some decisions...
Amazing talk! I love the fact that you have your own take on this topic. For you Habib, I guess you mostly deal with customers on the phone but Stacey you usually deal with clients in a more personal level. I love the answer “ does Sally (always Sally 🤣) ruin your whole day even though she has an apointment at the end of the day?” That resonates with me.
My first difficult client is my mother. She is a very active persone and she is always doing something. So when it's the time to do her nails she has no patinencw at all. We argue a lot during the process because she wants me to finish immediately when i' ve just started, she always complains and makes my work difficult. But always, when she sees her nails at the and she is satisfied. I remeber once that i told her ''Mom relax and don't be like that. If you were in a salon you would have been fired''. And the next time i decided to have the tv opened. Very very wrong decision!!! My mom wanted to watch and it wasn't very easy for me. Like with my mom, when i deal with a difficult client i try to talk with her and find a solution.
I've only had one "bad" client. Always late, having to reschedule appointment after appointment. I send my clients a text 30 mins before their appointments, just a friendly "hey, how are you? I'll see you soon then?" To make sure everything is running smoothly. It gives them a chance to let me know if they are running late, ect. The last few times I booked this client she didn't respond at all or told me that she didn't bother to find a ride after her appointment time had already begun.. she assumed that I would be able to take her at any time during the day that she could show up. I set my boundaries and let her know that I have other clients during the day, that if she couldn't make it that I had other clients that would have liked to book for the same slot. The last time she tried to set an appointment she asked if I would be willing to come to her job where she works preparing/serving food at a restaurant and do her nails while she worked her shift.*shakes head* I am always respectful with my clients, I let her know that her request wasn't an option for many reasons including her job security.
Setting boundaries with clients like this is an absolute must. Clients have to understand that you are running a business and that you have other clients too. 😊 😊
There are several customers that take advantage of being right. THAT LINE is very FINE..POLICIES should be understood between customer/client relationships 100%.Then when problems arise it's easier to discuss the problem
I'm 3yrs late watching this video....that's what I did. I "divorced " my nail tech,who happen to be the salon owner. I put up with ALOT if excuses,as to why she was late...not even at the salon when I showed up. I was a customer for over 20yrs on & off. I referred people to the salon. They even did my daughter's & my nails for her wedding 💍. I would call before I left my house fir my appt to ask if she was running late. That's how bad it was. I loved her work & there was no place that did this type if nails art. I went to a couple of other girls in the salon just to continue to get this type of art work. I finally had enough when I was going on big 30yr anniversary vacation & went into the salon to make my appt....she ignored me,as I sat there. There was NO other customers either, just the girls. She just says "text me " then she'd forget. That's the only reason I walked in. It wasn't important enough to her to grab her appt book. I know I wasn't the only person who left. I was beginning to think maybe I was the problem. Did I do something🤔 A little birdy had told me she's lost several clients for the same reason. I was done! It's been 3yrs & I haven't gone back. I've been close,just out if desperation, instead I drove an hr & half away to get my anniversary nails done. I've been looking for a new nail tech ever since. This salon were the ones who introduced my to your products. That's how I knew to find youngnails on social media. She wasn't showing her customers the same respect that we as customers are expected to show. Respect people's time...it's valuable. It was her saying that our time wasn't as important as her & whatever shenanigans she was up to.
I went to nail school and had a difficult instructor to the point where every time I did a full set she would come up and take a hand and start doing the clients hand with me but never did it to the other students.
Thanks for this Bizz talk 🙏 but how do you do, with social media, when a Client goes off on you? In Denmark we have a lot of groups for nails. And the other Night I witness a Client, that went off on a nailtec, and the others went with in a heartbeat. On her page she had 4,9 on her rewievs, and in 25 min she went to 2,2 because og Thise girls. How du you as a Nail teck deal with that? I had one Client for 2 years ago that tried that, but I refuse to debate with clients on social media, but it cost me some clients...
I know the topic is about "dealing with difficult clients" but what abut the customer "dealing with a difficult manager/owner" of a nail salon? Where the client is made to feels bad about coming in just to get a natural nail that was broken fixed Instead of getting a full set done. Don't you think that making a customer feel bad in front of other customers is not a good business/service? The service cost me seven dollars, I gave the nail tech a twenty five dollar tip and thank him for fixing my nail and told him I will never be coming back that nail salon. I now do my nails at home.
Pretty Noona At the end of the day, it’s all about communicating... we are really talking about extreme situation... for sure it can happen in reverse where the nail tech is not doing right.. goes both ways.
Fabulous Biz Talk. Super helpful, this is a very human approach. Just fix the spelling of "Clients" in the title of the video and you guys are golden ;)
My dream is to work for young nails. I've reached out to you guys many times. I just watched one of your earlier videos about burnout & doing what you love, just going for it. And I know it's weird but I love your company and I would love to work for you guys I know that sounds so funny but that's my dream .. Seriously..oh and you guys spelled clients wrong in the title.. 😊
How do u handle a client that wakes 5 weeks between fills? 3 is my normal. They wanna stretch to save money and often come in with one repair or two because it's been too long. But u know they don't wanna pay anymore. Just your opinion trace??;)
How do you deal with a difficult salon owner? When is enough, is enough? I left a salon, because I felt the owner was extremely unprofessional and talked down to me. Well, I had no choice but to leave without notice. Was I wrong?
The customer is definitely not always right. This saying is what's giving them power to walk over people, businesses, lie, want free stuff and abuse people and that saying.
It's a shame that we feel like we need catchy signs in our establishments which read, "The customer is always 'right', but may be not 'right' for us. We reserve the 'right' to refuse service to anyone for any reason." Or, as another commenter mentioned, "The client is king, but the days of slavery are over." The customer is NOT always right - especially when they are fiscally bullying your company.
I had a sweet client that she actually FIRED ME, because her nails keep breaking, only because she loves her nails very nice and slim she would say, so after I finish her services she would get my file and file down the nails a little but when at her home she would do it some more, and every time for fill and pedicure it toke me 3 hours out of my time for 35 to 40 dollar, so when she texted me that she wouldn't come back because I told her I'll raise my prices, she say she loved me but can't come to me anymore, I felt relive, because it wasn't a bussines for me and it seem it wasn't good enought for her
I have a client dat she shapes the fake nails hersef n i file d top part....n when we finish she pays d normal price for nails n brings more clients to me ....but she always makes me miserable when I attend to ha....what do i do?????
What happrns when the client in the chair changes her design or decides she doesnt like the set..But now its my time n Im still waiting n I tip dam good!!
If a client changes their mind mid set that's really anything you can control, if they is like what they are having done unfortunately that is kind of our problem as being the tech best advice would be to try and quickly resolve the issue. Glitter always helps ;)
For sure thats an issue... you have to let the tech know... we are really talking about a client that can get aggressive or very rude and disrespectful... its also possible the nail tech cant do what you are looking for, and you need to find maybe a more skilled tech.
I would talk to the technician, because they may be unaware that anything is wrong. In letting them know you may be able to reach an understanding and get what you need. If this continues to be a problem then let them know you won't be using their services again for those reasons.
Dovis The Nail Station we are huge on customer service... always will be... it’s that rare time when someone gets aggressive and super disrespectful right? But we always try to make things right.
Absolutely, your customer policy is excellent and no way should you tolerate any form of aggression ever. Some people have a miserable personality and somehow enjoy complaining just for the hell of it
What do you do when someone is late and you had nail art booked and you no longer have time for that? Do you just lose that $$$ you were going to make with them that day? This is something that bothers me so much!!!
How do you get in contact with someone like you guys who cares about your customers besides crappy customer service when you want to order your product?
All our product is available for direct purchase at youngnails.com and you can always contact us directly through all our social medias (Youngnailsinc) on snap, instagram, facebook, youtube. Or by phone at 1.800.777.9170
I have emailed and called. Customer service manager didnt even want to talk to me she sent someone else to do it. I am starting a salon and I was shocked with what i experienced. I do not have social media yet and wont until right before my business opens. I watch and like ALL your videos here. AMAZING education!! Hear LOTS of great things about your products but Ive run into crap with customer service. My jaw was on the floor as I expected different from such a wonderful, inspirational company
I’m 2 weeks in as an employee and the difficult customers are driving me CRAZY !!!! I’m still perfecting my craft and some people are beyond nit picky!!!! I had a lady ask for the nail file to file her own nails !!!! I’m pretty sure I’m going back to a normal 9 to 5.
Im sorry habib but im not a believer that the customer is always right. Ive worked customer service for 11years now and have owned my own business for 2. I love my clients and i work with my clients if there is an issue but that doesnt make the customer right. Sometimes not always but sometimes people are just trying to get something free off of you, or trying to manipulate the system or policies.
Here's my motto and why I love what I do as a self employed manicurist:
The customer IS always right,
but "I" decide who is the customer." 😁
Great subject! No one should have to deal with disrespectful people. When you feel dread knowing a particular client has an appointment, they have to go. No amount of money is worth that feeling...
Jane Cotelos Agreed
That sweetest girl just demonstrated the hard fact of "action speaks lounder than words." good on her for walking away from a abusive ranting customer!
🙌🏻 it’s a mutual respect! I totally respect my clients!! When they don’t respect or value me or my time. Well then there’s another nail tech for them and always another client for me. It’s not ugly, it’s a respect 😊
Exactly! 😊
Its really about those rare cases when someone is being aggressive, rude, and unnecessarily loud and angry...
I’ve had to fire some energy suckers. Being a studio renter I’ve had to deal with this very early in my career & in my relationship with clients. I try to look at it like this, I pay to come to work. If you make me not want to come to work you gotta go. I’m not going to pay to be miserable. Great topic!
I do Nails for about 13years i love What i do and i Work with My hands and heart. During those years I always had difficult clients and same as you I like those clients, I like the challenge, but these year I had to fire one of them, Gosh the worst part is she goes to same church I go and I still have to see her every Wednesday and sundays and plus she went to talk with my pastor about it! Oh dear Lord! I used to do her nails for about 10 years... and she is saying to everyone that I’m not a Christian, I’m snobe and bla bla bla... I don’t care I fired her, I don’t miss her, I don’t miss her money and I don’t have to spend the whole week suffering because I have her on my book for Saturday @10am! I’m free! Thank God!
Nails & Waxing by Aline Rivera sometimes you have to do those things... it’s hard.
Amen 🙏🏾!!!
One more reason i AM happy i do not go to church. i do believe in God and trying to be Best person every day.😂
I run a private nail studio and I have a lot of text exchange with my cllients, and i had a bad feeling few times. I take courage and nailed them but afterwards, my feeling was right. So now on, if i don't have a feeling with a person even by texting (not polite, rude, dont care about advice) i just not available for them. But you are right. Boundaries are essential !
Best Biz Talk Vlog yet.So many people do not know how to deal with difficult customers, and no, they are not always right. If a customer is being abusive to me I put a stop to it right away, by being very professional , polite and assertive.My own family wouldn't be allowed to speak to me in that manner so why should a stranger.
Lucy Dewar abuse is never ok! 😁👍❤️
I know this comment is 3yrs old but do you mind using an example of the kind of language you would use or what sort of statements you would emphasize? I’m a very docile and patient person. I will avoid confrontation and be very understanding. I find that being so close to a person as you do their nails makes it harder to be assertive, especially bcuz they will most likely backtrack and make you seem like you’re overreacting. I especially don’t know what sort of terminology to use when they backtrack.
Take the good with the bad, and learn from both,. Importantly, patients is key. Be grown up about the negitive clients. Count to ten in your head. Be calm and respond, dont react. There is a huge diff,. Also if the client is nasty sometimes, it doesn't mean its their actual nature. , be calm and communicate. Xxxx but never allow yourself to be anyones doormat., NO BODIES. XX
There is a difference between a bad experience vs a bad client.... A pain in the ass client is one that nothing is ever right...
Huge difference right? In over 20 years of business, we have thankfully only experienced this a few times... it really is that over the top aggressiveness where there is no place for it
Omg guys you are so right.
A few yrs ago I did telemarketing, selling rural supplies in Australia.
When I went for the interview he said can u take abuse. ! I said I have teenagers lol.
But in saying that yep got some nasty nasty people not to mention the boss would be behind you swearing and pushing you to sell big.
I left there 3 times and went back cause the money was good.
As for my clients (nail) the inky problem I have is late or no shows grrr.
Thanks for the chat guys I'm now going to put a policy up xxx
Btw.... TRACY YOU ARE ABSOLUTELY AMAZINGLY GORGEOUS. woman to woman you truly are an inspirational talented woman in a very manly competitive business world. I love your bluntness and your since of humor.
Thank you so very much!!
You dictate your business model through your skill lvl and experience. Getting your nails done is a privilege, clients don't get the opportunity to run your business....you do. Great advice as always you guys! thank you for always shining light on all angles of this industry 😀
I absolutely love this conversation. It is so raw and so real, Habib had a very respectful conversation with me and always has about any comment I've made.
He went above and beyond when I had a hiccup with a product/order. He made sure I got everything I need, which he personally took care of, even went as far as sending me a copy of an email he had sent out to take care of the situation (he dropped what he was doing to apologize (many times) to get things fixed) I fkin love and respect you all at young nails 💖👊 #respect
Been doing customer service for the longest, and I know how it feels to deal with rude, toxic and disrespectful customers that cross the line. All. Too. Well.
Great forum!
Thank you
I think being a nail tech is one of those professions where, the customer is NOT always right....and that's just it...you need your peace too do most things, ESPECIALLY THIS job! It's intimate, it's personal......some people don't even see their mother every 2 weeks but they see their nail tech daily....nail techs are more than "just nail techs" so people with nasty poisonous spirits....no matter what the price is not worth it! #TRACEYROCKS
#HABIBTHEFACE
THANKS GUYS for all you do!!!!!
💖 💖 💖
Soo right! I learned the hard way how to set boundaries with clients. I sufered and survived, working on my tone with them, clear and respectfull communication ♥
The thing about “customer always right” was decades before social media and sue-Happy Debbie downers. I run a Beachfront vacation rental business and if we get a whiney, destructive, lying guest, we refuse them after one time. They aren’t always right, because our housekeeper is our eyes and ears, and we do have the right to refuse service. Most of our customers are great, but sometimes, we get lemons.
I have a mobile salon, so timing isn’t an issue. Since I go to my clients, distractions that are my issues are like children misbehaving, being on the phone, going to sleep where they are falling out the chair or the client trying to multi-task while I’m doing their nails. I’ll verbally let them know after two incidents that this is “their” time to disconnect and if they cannot, we need to reschedule. If it happens again and they didn’t advise me prior, I drop them as my client. Cursing or loosing control isn’t tolerated under ANY circumstances.... My schedule becomes too busy to deal with them EVER again. If it’s a personality issue, I let them know I like to focus on their service and I don’t say anything and let them vent... Because I may be the “only” person they can do that with. AGAIN cursing, NO.
Angela Hawkins omg I need to do the same. I'm a mobile tech as well and it's so frustrating. It's nice to know I'm not alone in the struggle lol.
I wish the company i work for had this point of view.. i will bend over 3times backwards for my client, but damned there's a limit. My parents had their own company when i grew up, and my mom still says "client is king, but the time slavery is over" and i wish i had the liberty to act upon this, but as a back office for a multinational, i don't really get that choice.. i sure would have stricter policies with my own company... the thing also is that if your employees get abused by your clients and you don't provide bounderies; your employees might and will get bitter overtime and they'll (unconsciously) deliver lesser service.. and then you end up in a vicious cycle...
As a business owner, all I could do was laugh at so much of this conversation. Normally I had a good customer presence. On the cash register, where the customer couldn't see it, I had a small sign that read, "remember, the customer is always right. No matter how wrong they may be.". In all the years I had my business, there was only one client I asked not to come back. When every one of my employees ran into the back room, or just called me continually to take that customer... There IS a breaking point. When you are ready to lock the door and put up the closed sign ... 😀. And that particular customer, after an hour of complaining, spent ...$1.00... It took over a year, but I totally snapped. Finally! 😲😱
Thats exactly what we are talking about. That one rare time... that one... in all of my years, I have only had a couple situations... after 10s of thousands of clients... but those couple can really take you down, like you said, want to put up that closed sign. When it gets to the point of abuse, its just not ok. It never is. The saying "The Customer is always right" does not mean that a customer can berate, get aggressive, and get abusive. So we are taking about extreme situations. 👍
What makes a client "difficult" are HABITUAL offenses against your own standardized rules! It's not one strike and you're out. A nail tech can get a bad rep for being inflexable and unrelatable!
I didn't even finish this before I hit the like button. Love this video and the conversation!
Omg thank you both for uploading this video. As a nailtech I have always felt like I have to bite my tongue when it comes to my problematic clients. Now I have a better understanding on how to deal with the situation. I just wish people weren't so difficult to deal with and wish they understood the turmoil the general public can put us through on a day to day basis. You guys are fantastic, thank you for being so upfront on a very common situation that nail techs deal with in their careers, but dont know how to speak or act on the situation. #QualityOverQuantity
You guys have excellent advice as always.
April McKenzie TY ❤️
I'm still not dealing with clients yet....but I needed this advice guys.
Really helpful lesson 💋
I so badly needed to hear this! Thank You! 🙌
Just want to say thank you for the biz talk. It really helps🌸
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I so needed this!! Thank you for amazing advice as always
Thank you guys your advice helps tremendously 💖 I feel family can be harder to deal with sometimes I have 7 sisters I don't do their nails they would drive me insane or prank me on purpose I still love them😊
Yes! I have had to fire a cliemt or two. It was not easy the first time however it saved my sanity. I have come to the conclusion that it is a reflection on how they feel about themselves.
I love this!! So insightful, thank you. Also thank you so much for the lovely goodies I received via my lovely daughter getting in touch with young nails on IG, you really do fantastic customer service! I was so overwhelmed with surprise and utter gratitude ..i seriously could have cried. I still haven't used my apron yet (i don't want to get it dirty) ..And the signed cap is on display in my cabin. Thanks again x
ArKristic Nails ❤️❤️❤️❤️
So happy you liked it.
Here's the deal: if I don't treat my business as a business, they won't either. After 28 years, my clients know not to be late. If a client is late, it makes me late for the whole day. My biggest pet peeve is late customers. Difficult clients: I will not put up with it. I won't stress out.
So so helpful thank youi have a couple who make me wonder if it me sometimes. Back to the video
I had a client literally made me want to give up nails altogether. Learned from you guys and will only use your products! You guys are the reason I’m a technician💅🏻
That is awesome!
It's true. If you would pay them to go away they need to go.
love this talk sooo impotant
Hey beautiful people just wanted to say this is a great biz talk. Y'all talked about very important things and explained the solution very well love y'all ❤
Love you back!
I'm new in this nails business but I have a lot time in retail. And I play the same rules. 👌
The customer when you’re a server will use and abuse you. And we can’t do anything usually. I’ve had so many bad experiences with customers in the serving industry.
I had a difficult tech to deal with. He put on nail tips because he never used forms before and I asked for gel nails. So I thought, okay, he's honest. Then he cut and shaped the tip, not what I expected from him, they were a mess, I thought okay, he just started so I'll see what happens. Then when he proceeded to start on what I thought was going to be gel, he started on acrylic. I'm looking at this guy and asking if he's ever done this work before. He didn't answer me at all. His boss kept looking at what he was doing and saying nothing while working on his own client and doing an amazing job I might add. But my tech he has blobs of acrylic on my nail tip and I couldn't help myself, I started getting upset. I asked if he had any kind of training. Again he wouldn't answer me. Once his boss was finished his client he came to my rescue. By that time five nails were heavy with all this product and I was in shock and upset. Anyway, his boss fixed my nails but didn't complete the service as usual buy cleaning the dust or putting on cuticle oil. He never spoke and made it quiet clear he didn't want me there anymore. So I left and never returned.
My motto: I have the right to refuse service to anyone. People will get respect if it’s given back.
For sure... if someone is sitting in your chair, and they are unnecessarily being aggressive, rude, and over the top, then you have to make some decisions...
Amazing talk! I love the fact that you have your own take on this topic.
For you Habib, I guess you mostly deal with customers on the phone but Stacey you usually deal with clients in a more personal level.
I love the answer “ does Sally (always Sally 🤣) ruin your whole day even though she has an apointment at the end of the day?” That resonates with me.
Yea solid info, *Tracey has many years of salon experience to bring to the table
Thank you so much. 👌
thanks for watching!
My first difficult client is my mother. She is a very active persone and she is always doing something. So when it's the time to do her nails she has no patinencw at all. We argue a lot during the process because she wants me to finish immediately when i' ve just started, she always complains and makes my work difficult. But always, when she sees her nails at the and she is satisfied. I remeber once that i told her ''Mom relax and don't be like that. If you were in a salon you would have been fired''. And the next time i decided to have the tv opened. Very very wrong decision!!! My mom wanted to watch and it wasn't very easy for me. Like with my mom, when i deal with a difficult client i try to talk with her and find a solution.
konstantina anastasiadi IG you can find a solution and it works, that fantastic!
I've only had one "bad" client. Always late, having to reschedule appointment after appointment. I send my clients a text 30 mins before their appointments, just a friendly "hey, how are you? I'll see you soon then?" To make sure everything is running smoothly. It gives them a chance to let me know if they are running late, ect. The last few times I booked this client she didn't respond at all or told me that she didn't bother to find a ride after her appointment time had already begun.. she assumed that I would be able to take her at any time during the day that she could show up. I set my boundaries and let her know that I have other clients during the day, that if she couldn't make it that I had other clients that would have liked to book for the same slot. The last time she tried to set an appointment she asked if I would be willing to come to her job where she works preparing/serving food at a restaurant and do her nails while she worked her shift.*shakes head* I am always respectful with my clients, I let her know that her request wasn't an option for many reasons including her job security.
Setting boundaries with clients like this is an absolute must. Clients have to understand that you are running a business and that you have other clients too. 😊 😊
There are several customers that take advantage of being right. THAT LINE is very FINE..POLICIES should be understood between customer/client relationships 100%.Then when problems arise it's easier to discuss the problem
I'm 3yrs late watching this video....that's what I did. I "divorced " my nail tech,who happen to be the salon owner. I put up with ALOT if excuses,as to why she was late...not even at the salon when I showed up. I was a customer for over 20yrs on & off. I referred people to the salon. They even did my daughter's & my nails for her wedding 💍. I would call before I left my house fir my appt to ask if she was running late. That's how bad it was. I loved her work & there was no place that did this type if nails art. I went to a couple of other girls in the salon just to continue to get this type of art work. I finally had enough when I was going on big 30yr anniversary vacation & went into the salon to make my appt....she ignored me,as I sat there. There was NO other customers either, just the girls. She just says "text me " then she'd forget. That's the only reason I walked in. It wasn't important enough to her to grab her appt book.
I know I wasn't the only person who left. I was beginning to think maybe I was the problem. Did I do something🤔
A little birdy had told me she's lost several clients for the same reason. I was done! It's been 3yrs & I haven't gone back. I've been close,just out if desperation, instead I drove an hr & half away to get my anniversary nails done. I've been looking for a new nail tech ever since. This salon were the ones who introduced my to your products. That's how I knew to find youngnails on social media.
She wasn't showing her customers the same respect that we as customers are expected to show. Respect people's time...it's valuable. It was her saying that our time wasn't as important as her & whatever shenanigans she was up to.
I can listen to Tracey talk all day :)
Thanks 🙏🏻
But... I totally value and respect every client I have! Always!!!
Of course! As we do here at YN.. THEY ARE #1!
I went to nail school and had a difficult instructor to the point where every time I did a full set she would come up and take a hand and start doing the clients hand with me but never did it to the other students.
Thanks for this Bizz talk 🙏 but how do you do, with social media, when a Client goes off on you? In Denmark we have a lot of groups for nails. And the other Night I witness a Client, that went off on a nailtec, and the others went with in a heartbeat. On her page she had 4,9 on her rewievs, and in 25 min she went to 2,2 because og Thise girls.
How du you as a Nail teck deal with that? I had one Client for 2 years ago that tried that, but I refuse to debate with clients on social media, but it cost me some clients...
I know the topic is about "dealing with difficult clients" but what abut the customer "dealing with a difficult manager/owner" of a nail salon? Where the client is made to feels bad about coming in just to get a natural nail that was broken fixed Instead of getting a full set done. Don't you think that making a customer feel bad in front of other customers is not a good business/service? The service cost me seven dollars, I gave the nail tech a twenty five dollar tip and thank him for fixing my nail and told him I will never be coming back that nail salon. I now do my nails at home.
Pretty Noona At the end of the day, it’s all about communicating... we are really talking about extreme situation... for sure it can happen in reverse where the nail tech is not doing right.. goes both ways.
Fabulous Biz Talk. Super helpful, this is a very human approach. Just fix the spelling of "Clients" in the title of the video and you guys are golden ;)
hahaha
My dream is to work for young nails. I've reached out to you guys many times. I just watched one of your earlier videos about burnout & doing what you love, just going for it. And I know it's weird but I love your company and I would love to work for you guys I know that sounds so funny but that's my dream .. Seriously..oh and you guys spelled clients wrong in the title.. 😊
How do u handle a client that wakes 5 weeks between fills? 3 is my normal. They wanna stretch to save money and often come in with one repair or two because it's been too long. But u know they don't wanna pay anymore. Just your opinion trace??;)
Yassss Tracey!
Does anyone put their rules in writing and have their clients sign it before their first service? Do you think that would be tacky?
What if you get a client that's has very bad body odor or very bad breath where you can't breathe?
How do you deal with a difficult salon owner? When is enough, is enough? I left a salon, because I felt the owner was extremely unprofessional and talked down to me. Well, I had no choice but to leave without notice. Was I wrong?
The customer is right to an extent...
true
The customer is definitely not always right.
This saying is what's giving them power to walk over people, businesses, lie, want free stuff and abuse people and that saying.
It's a shame that we feel like we need catchy signs in our establishments which read, "The customer is always 'right', but may be not 'right' for us. We reserve the 'right' to refuse service to anyone for any reason." Or, as another commenter mentioned, "The client is king, but the days of slavery are over." The customer is NOT always right - especially when they are fiscally bullying your company.
All true
I had a sweet client that she actually FIRED ME, because her nails keep breaking, only because she loves her nails very nice and slim she would say, so after I finish her services she would get my file and file down the nails a little but when at her home she would do it some more, and every time for fill and pedicure it toke me 3 hours out of my time for 35 to 40 dollar, so when she texted me that she wouldn't come back because I told her I'll raise my prices, she say she loved me but can't come to me anymore, I felt relive, because it wasn't a bussines for me and it seem it wasn't good enought for her
I have a client dat she shapes the fake nails hersef n i file d top part....n when we finish she pays d normal price for nails n brings more clients to me ....but she always makes me miserable when I attend to ha....what do i do?????
What happrns when the client in the chair changes her design or decides she doesnt like the set..But now its my time n Im still waiting n I tip dam good!!
If a client changes their mind mid set that's really anything you can control, if they is like what they are having done unfortunately that is kind of our problem as being the tech best advice would be to try and quickly resolve the issue. Glitter always helps ;)
Omg so real
What should happen though when you are paying for a service and the nails aren't shaped well the art you want they won't do?
For sure thats an issue... you have to let the tech know... we are really talking about a client that can get aggressive or very rude and disrespectful... its also possible the nail tech cant do what you are looking for, and you need to find maybe a more skilled tech.
Find someone new....
I would talk to the technician, because they may be unaware that anything is wrong. In letting them know you may be able to reach an understanding and get what you need. If this continues to be a problem then let them know you won't be using their services again for those reasons.
The way I see it - The customer isn't always right but they are the customer
Dovis The Nail Station we are huge on customer service... always will be... it’s that rare time when someone gets aggressive and super disrespectful right? But we always try to make things right.
Absolutely, your customer policy is excellent and no way should you tolerate any form of aggression ever. Some people have a miserable personality and somehow enjoy complaining just for the hell of it
Use good decernment
The customer is always right only if he / she respects you and behaves like that.
So what if your clients are taking off their nails and wanting new sets every time they see you
What do you do when someone is late and you had nail art booked and you no longer have time for that? Do you just lose that $$$ you were going to make with them that day? This is something that bothers me so much!!!
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Clients?💖💋
How do you get in contact with someone like you guys who cares about your customers besides crappy customer service when you want to order your product?
All our product is available for direct purchase at youngnails.com and you can always contact us directly through all our social medias (Youngnailsinc) on snap, instagram, facebook, youtube. Or by phone at 1.800.777.9170
I have emailed and called. Customer service manager didnt even want to talk to me she sent someone else to do it. I am starting a salon and I was shocked with what i experienced. I do not have social media yet and wont until right before my business opens. I watch and like ALL your videos here. AMAZING education!! Hear LOTS of great things about your products but Ive run into crap with customer service. My jaw was on the floor as I expected different from such a wonderful, inspirational company
@@AshleighRose16 So sorry to hear that, that is not the norm for sure. You can contact my cell if you still need assistance. 530.521.7874
Or email me direct at stephanie@youngnails.com
Thank you for your swift response! Its very much appreciated! I will be contacting you!!
Why do you have number plate from Germany???
Eclectic things around here lol
I have a few horrible client.😒always complaining. I said to one of them, i think you have to go to someone else.
Sometimes it is just for the best.
I’m 2 weeks in as an employee and the difficult customers are driving me CRAZY !!!! I’m still perfecting my craft and some people are beyond nit picky!!!! I had a lady ask for the nail file to file her own nails !!!! I’m pretty sure I’m going back to a normal 9 to 5.
S Wise are you still working as a nail tech? Don’t give up
Im sorry habib but im not a believer that the customer is always right. Ive worked customer service for 11years now and have owned my own business for 2. I love my clients and i work with my clients if there is an issue but that doesnt make the customer right. Sometimes not always but sometimes people are just trying to get something free off of you, or trying to manipulate the system or policies.
Habib is too soft, You can tell who has done more face to face with clients that are a pain in the butt! #Teamtracey lol
HECK NO the customer is NOT always right sorry not sorry