When Clients Are NOT Happy with their Nail Service…
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- čas přidán 30. 03. 2020
- What do you do when your client looks down at their hands and tells you they are unhappy with your work? Today Habib and Tracey talk about what to do in this scenario- how to respond to your client and how to prevent this from happening in the first place.
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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!
#nailpro #podcast #biztalk #customerservice #nailsalon #howto #upsetclient #nailclient - Jak na to + styl
At my first salon out of beauty school I had a client take the file from me and start to file her own nails, it was so humiliating. I cried after she left. I don’t have those issues now but I’ve learned to always check in, I believe self confidence helps a lot also!
Wow I can't imagine someone doing that
I had one like that too! I cried in the bathroom afterwards :(
In school I had an instructor that talked about clients that do that, and how to profile them. She said if you have a new client you don’t know their likes yet, or a picky client complaint about a spot or shape. Hand them the file and ask them to show you where they mean, before they rip it out of your hand. Nails can be a joint venture sometimes, they like to be included. She also explain that many of the women I would be working on would have been getting nails in a salon longer than I had been legal to drive or date 🤣. Most know the routine, even if they don’t know how to execute it. When the file was taken out of my hand as a new tech for the first time, I was shocked and realized I missed the signs ahead of time. The impatience of the client, the tense way they hold themselves, how they stare at their nails like their eyes will fix the problem they see, even if they don’t speak up... 🤣. We all start somewhere and we all encounter one of those ladies! 💖
Same with me 😢
When I used to work in a salon we had our policies posted in every room. And one policy said that you would have to tell the technician during the service if you didn't like them. So they could be either redone by the nail tech or a different one if time was available. Other then that once the polish and cuticle oil went one it was considered a completed service that you had to pay for. 💁
Nice
The worst is when they pay and leave being completely happy than calling back for a refund . They’re scammers.
For sure
I tell those type of clients that I don’t do refunds. Refunding the person after a set has been done is a complete scam. She walks away with a set that “she doesn’t like” and a refund. No I don’t do refunds and I make that known
I was at the mercy of a too nice Hairstylist as i'd handle it exactly like you. Do you work for yourself?@@shanicerallele2602
When I used to get nails done at salons (I do them now myself), I would speak up and the chop shop people would stay stuff like "oh honey not done yet! it will be better soon" but I'd just say something like "I don't like the edges so tapered" or "could you blunt the edges here and there" and they were so insistent that I wait until later to speak up. By the time they were done, they can't ADD or fix the mistake anymore! So frustrating. this is why I became my own nail tech LOL
With a new client, I tell them immediately that this is a joint project. I ask them many times throughout the new set if the length, shape, etc. is okay with them. I tell them that if they want anything specific, they need to tell me at the time so it is fixable before the end. I have them pick out colors and if I think those colors are horrible, I suggest others and they usually change to what I suggest. I've never had anyone not want to pay or call me later with a problem. I've been very lucky so far and it's been almost 10 years now.
Joint project, love that
Yeah that’s what I was thinking about the people that say they don’t like it to get a discount or the set for free. My whole thing is don’t wait until I am completely finish for you to say you don’t like it. Say something in the process because if I do have a client next your getting into their time, one. Two, you been knew you didn’t like it! Anytime I get my nails done I already know by the first 1-3 nails if I made a mistake on color. As for shape, you approve the shape first, speak up.
For sure
TRACEY IS BADASS!!! I love her response to the client in front of her that at the end of the service does not like her nails and can't identify what exactly they don't like about their nails so they can be fixed. "I clip them off!" hahahahahah
haha right
Can we do a part 2 to this video for beginners and not getting discouraged
More videos coming daily
Both parties have to be honest and talk it out.
For sure
Love this video guys. I had this happen to me when I was first starting out. Even though I did ask her throughout the service whether she was liking the nail she just kept saying, yeah, they’re okay, keep going.
The next day she called me and said she wanted them off right away. Even though it hurt to see someone really not liking my work. I kept it professional and did a full free removal and she didn’t ask for a refund. Things ended smoothly, but she has never booked in again. That was about about a year ago and I haven’t had any unhappy clients since then and my prices have gone up as well. Also my ”skill”.
Thanks for the video and wishing everyone well. Xx 💋
We've all been there once or twice
Fortunately I take a credit card hold for every appointment and I ask them every step of the way how they like this or that and tell them now is the time to change it. I’ve never had anyone in the end say they don’t like it but I do have my line ready. It’s this. “ At what point in the service did you not like what we were creating because that was the time to make the changes as we comminuted this all throughout your appointment?” I’ve never had anyone walk out and not pay but if they did I would immediately charge out those appointment on the card on file and document that service interaction in the appointment data.
Way to cover all bases
You ain't playin
Also, what I’ve taken from that experience is to ask clients more purposely throughout the service as to how they are liking the nails. And it has been working ever since. Xx 💋
Great tip!
Great topic again! I place the colour swatches in front of the clients the second they walk in so by the time we get to colour, they’ve decided what they want, I usually finish one nail (file, shape..etc) and ask them if that’s what they want then do the rest the same. One thing I learnt is to always keep the length a little longer because sometimes the client isn’t sure about length, that way I can just file them down instead of them saying they want short nails then asking for longer at the end of the appt. I’m still new to doing nails so this just works for me (for now).
All good input
I’ve dealt with girls being short with money. I’ve had to stop midway and make them go to the atm to make sure they were going to pay. Some girls would want to pay me what they felt was the right amount after I told them the amount. Let’s just say, it’s a good way to weed them out. I haven’t heard from these girls since they tried it. And also, they were all sets that they chose. Colors and all. I communicate a lot during the session. I don’t ask more then twice if they are sure about something. If they say yes they are sure, then that’s what we are going with. This happened earlier on in my journey, though. Now, I’m pretty stable and haven’t come across anyone who does that. Thank the Lord. All my new and loyal clients seem to trust my instincts and choices. I get a lot of clients that like for me to freestyle.
Nice sounds like you have it all down now
I definitely agree with Tracey all the way and you definitely have to be cautious of the clients that are trying to just get a free service it's sad but it definitely happens. I would like to thank the entire YN Team for all the hard work you do to continue to push out amazing content thanks for sharing much love always 💅💕💕💕
for sure
I’m a nail tech in a nursing home it’s hard when you first do their nails to know what they like especially if they can’t tell you and get overwhelmed of the choice of color so I show them only three color at a time to help them pick then after a while I know what they like..
I kind of do the same thing with certain people :)
That's a great method for your circumstance
Really appreciate the consistency and quality.
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Hi guys! Just wanted to say I appreciate your videos! This is great advice for nail techs out there who don’t know how to deal with different difficult customers! I’ve done nails for 20 years and have ran across many clients like this. Especially when they think your so cool with eachother you should do things for free or are blatantly late to all their appts and don’t care if them being late is making my next client have to be in the salon for Ben longer. People can be really rude in this industry!
When i was still in the nail school, i did the nails of a friend for free because i wanted to practice.
I followed the whole process and i painted a cat on the nails. Two days later a spoke with my friend and she said that some nails came off and what was left was not functional. I asked her what did she do in order to understand what did't work and if i did something wrong. She told me that the afternoon after our appointment she did housework inclouding steam and a bit later
the nail they began to peel
. I immediately told her to meet me the next day to take it away. She was very polite and accepted
to meet but then postponed it
a few times. So i didn't tell her another time ti fix her nails. Note that I told her to send me a photo to see the damage so I know what to do and she never sent it to me. The thing is that a few days later he had a public appearance and I don't think he wanted to have bad nails.
So I wonder if the nails really came out. And if it didn't happen, why should she lie to me, since I hadn't charged her for anything anyway.
Sometimes people just don't want to offend so it could have been many different things
If I am painting their nails I ask if they like them before I cure them. If they don't I easily wipe the color off. I ask the client after I have finished filing the first Nail if they like it. Over all I always ask if they like them. In a way like telling them, I like them so much, do you like them too?
Like that.
That works
Thank you for sharing your information with us.
You bet!
Oh my goodness Tracey!!! I can't believe you said that. I do pedicures to and most of the time i WISH that my clients can Just DROP their FEET off and pick them up when we are DONE. Wow!!!
You guys help me so much!
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The do one nail and ask for opinion to see if they like it is amazing advice! Thank you thank you
Tracy is so people smart!
I really like your hair in this video, Tracy ❤️❤️
I haven't had that problem yet. I'm still learning only 3 years in... my nails are by no means perfect, but I will definitely fix anything that's my fault no problem. Thanks for sharing your experience now I will know how to handle this when it happens.
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Loved it as usual :) I have one customer who we always swatch out color combinations on the sticks AFTER she picks out what she thinks she likes! It works for us! lol GO TRACEY for snipping those tips off that lady. I almost spit my coffee out LOL
hahaha
I enjoy your videos so much. Thanks guys
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What a shame that there are people like that in the world. When I go in to have my nails done, I know exactly what I want....and I also bring pictures with me. I discuss in depth what I want, how they need to look, colors, shape......I want to be happy when I leave and I want to pay full price for the services rendered. As a business owner we want our customers to be happy with the product/work so that they continue to be happy with the service and continue to come back. Having to deal with difficult clients.....you will have to chose whether or not you want to tolerate this kind of behavior....I know myself, and I wouldn't tolerate it at all.....life is to short to have to deal with people like that. Thank you for doing this video so that people would have an idea of what to expect and how to handle it! You guys are FABULOUS!
For sure, and thank you!
Love this!
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I have to say, I’m a real fan of Tracy’s move of cutting off at least one nail of the attempted non-payer before they can leave the chair. Genius! I would do it in a calm, dare I say unassuming way, nothing threatening. But no freebies allowed, so...
lol right!?
My mom did this at her salon too! Always a great story to tell 🤣
A lot of the time, they're just trying to scam to get something for free. I don't understand why nail salons don't make people pay upfront. If the client wants to add (artwork, gems, etc.) fine; add those to their ticket and they have to pay first.
A nail tech's time and skill are valuable. I've heard horror stories from my nail tech where clients tried to leave without paying. She said it happens a lot.
For sure
Well here in Boston the asian salons make you pay upfront
@@Crya10 I wish they would do that here, in Ft. Lauderdale.
Can I just share an unhappy situation with a nail salon I went to recently. I scheduled with my preferred nail tech and had to wait for my turn even with an appointment. I loved the shape and everything but she passed me to another nail tech for nail polish and she wasn’t good at it... I requested for some nail art too... her work was very sloppy, chunky and the top coat bubbled... I paid almost $80 and not super happy... sigh* I really like Michelle’s work, the lady I always get appointments with but that salon rushes their work too much😩
Thanks for the wonderful info. Can you pls share about how the front desk works in a nails salon. Thanks
Generally, the front desk is the customer's first contact upon entering the salon. The front desk staff will check the customer in and let the technician know they have arrived. When clients are done with their service, the front desk staff will take payment and reschedule the client as needed. The front desk is also responsible for answering phone calls, scheduling appointments, etc. In some salons, there is a full time receptionist while in other salons, the technicians assist. In salons where the techs are self employed, they may all contribute to paying for a receptionist or this may be part of their rent or there may not be a receptionist and each tech is able to use the front desk area and equipment to check out, schedule, etc on their own.
@@youngnailsinc thank you very much
I definitely walk my clients through the whole process and make sure that everything is to their liking. before i cure the polish in the light, i'd polish a nail and make sure its the color that they want and then continue with the process accordingly. (: if they're EXTRA PARTICULAR would it be wrong to charge them a tad more?
extra particular = extra time
no that would be fine
I do this with color acrylic and gel. I paint the pinky nail since it’s small and easy to wipe off. See if they’re done with the color, then proceed with the rest of the set.
What about the client who says they like them & are happy and thank you and pay for them, but then after they leave turn around and bash the nails, and post a picture with complaints, I've never experienced myself, but I have seen it a few times. Would u confront them the next time they came in (assuming this is on a recurring client) or just not say anything.
Yep I'd confront them
They might just not feel comfortable saying to your face
Thank you for the tip of clipping the nails off. It would an interesting challenge to make pipi yellow and brown nails look good.
hahaha
I am obsessed with these Biz Talks
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Love the Biz Talk Videos!
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I have a question, simply out of curiosity. At the moment, here in Spain, nail salons are not allowed to operate because of the virus. What advice would you give to all the people who had nails done before this all went pear shaped and are now stuck with outgrown acrylics? What can they do themselves? I see this situation lasting a while...I expect there are many who are going to be wondering what on earth to do. Hope you are feeling better Habib!
We have videos on the way to hopefully help with this scenario. I think this is your opportunity to educate your clients on nail care. Make sure they are not ripping them off and help guide them with so at home alternatives
@@youngnailsinc Thanks. I don't have clients, I'm not a tech (although I am more than capable of doing gel nails on myself if I want to, I have the equipment). I was simply curious about what a lay person could do if they literally can't see a tech and the acrylics are half way down their natural nails! Perhaps you should do a specific video for it (I can imagine many internet searches at the moment) a great opportunity to spread the YoungNails brand.
I loveee this topic👏 I can familiarise with clients trying to scam you. I have soo many stories to tell but i had this one customer that she would always try to get some kind of discount or set for free by always making stories up, for example saying that her nails were lifting after a week which was never true until i noticed she was lying so one time after i finished her set she was like "ohhh i don't like how they look" so i was like sure no problem so i clipped the nails off😂 (exactly what tracy did) after i clipped the nails off she had the guts to ask me for her deposit🤦🏻and i said to her "welll your deposit went towards the time i spend doing your nails". She never came back😂 (thank God)
This happened when i started doing nails so didn't really had a lot of experience on how to deal with these type od customers... I have learned sooo much by just watching this channel. Thank you guys💖
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I just love how Tracey handles these scenarios! Grrr
haha
Hey Tracy what kind of advice would you give your clients and myself as a nail tech about the situation we all are going through rt now. In January I quit my 2nd job to do nails full time and now we are not able to work at all. I'm scared that once my clients take off or let their gel nails grow out they might not want to get them done again.
I think people will for sure want to return and get their nails done. I think for the time being try to get on our social media game as much as possible. Try to use this time to educate clients on what it is they can be doing at home to try to maintain their nails while the lockdown is in place
@@youngnailsinc thank you Tracy and the rest of the gang down there. Stay safe and HEALTHY!!❤
We had a customer in our hair salon who kept buying and returning products. Our boss made us keep serving her and selling products to her. When l opened my own business, she tried the same thing. I was nice, but refused to deal with her in any way. Never saw her again.
That is awesome!
Hahaha! That used to be the San Diego Padres colors!
Nice
Hahaha Tracey is gangsta cutting nails!! I love it
lol
In the UK we have to display our terms and conditions even with if your not happy with a service. But basically if a client chooses the shape the length and the colour then if your applications on point you probably just got one of those clients!!
For sure
I just opened a salon and haven't heard a complaint but some people haven't come back. They don't tell me if anything is wrong when they are there. No one has come back and said do this for free.
What happens if you accidentally cut someone? Is their service free? Do they get a discount? Do you just say sorry and move on? Thanks for the help!
It happens, not ideal obviously but it happens. I would say given the severity of the cut it would be a case by case scenario. Always always apologize though.
Indeed, it happens, happens to anyone, doesn't matter how good you're and how big your experience is. I always apologize, do first-aid (will have a video about that on my channel soon) and move on. But! I sterilize my implements, and only have single-use files, etc. So in case you're sure you won't be the reason your client will get some hepatitis, it's fine just to apologize.
I just had this happen with two clients. One has an issue that I didn’t polish close enough to the cuticle and the other says I should have cut her cuticles but she’s diabetic. I know I can’t cut her cuticles because of that if I’m correct. May I have some help please? I have pics as well.
It's important to educate your customers as to why we do or don't do certain things. Usually when they understand why, they are ok with it. Let them know that if you polish too close to the cuticle, there is the risk of product touching the skin which can lead to the product chipping or even over exposure to certain chemicals and this can lead to possible contact dermatitis or even allergic reactions. As for a diabetic customer, it is very important to be cautious about cutting skin and in most states this is not allowed. Again, explaining that this is outside your scope of practice as a nail tech and if they need those services, they may need to consult with their healthcare provider or even a medi-spa/medical nail technician as they would have other training to properly and safely work on a diabetic.
When someone had overly from a different tech, but then came to me and I did fill. And a week later she said gel was chipping. Then she waited another week. Then she came and got another fill done and its someone I know and she was talking and talking and at the end she left with out paying. Why ppl do this, getting free service. I know she was peeling her nails bc I saw her and she denied it. How will you handle if they want to get a service in the future.
I don't know if you have one but I'd like to see a video on how to soak off acrylic at home without an e file.
Working on it
@@youngnailsinc thanks!
Thanks for sharing with us about how to communicate with clients. That's exactly how I would handle a situation like that. But man! You said 12:33 "you can't expect that you're gonna be making money in first 2-3 years doing nails" 😳 what are you supposed to live on? In Russian speaking countries it takes 3-6 months to get your loyal clientele set. Something is really wrong with nail industry in USA 😔
It is tough getting started
Always ask after you polish the first nail!!
Good call
Sometimes the nicest ones are actually just acting nice. I worked retail at a makeup store. This lady was a regular and so sweet to all of us employees. She would talk to us and was just so nice. Ended up seeing her stealing thousands of dollars on camera and she got arrested for it.
Omg crazy!
lol this is my biggest fear! So whenever I do a set, and I notice them watching me too hard, I verify that everything is ok & make sure they like the color and design
I watch hard but that's if I'm with a different tech because I'm sensitive with the e-file. My usual tech is awesome, but you get techs that are like Hannibal Lecter with the e-file! 😂
For sure especially when getting to know the client
Or you just have that client that is so bored in their life that they are a constant complainer, and they play baby games of scuffing the polish... or they feel they need to take 45 minutes to pick out a shade....one fill they want them super short and then next time they want them super long....changing colors 1/2 way thru.... all the etc.... They are only there to make your life miserable. I too want to see the nails if they call in before refunding $$ and I would clip them off if they tried that in the salon too. I dont have room in my life for these kinds of things any longer. The Bahama-Mama-Drama's have to GO!
Why don’t the salons charge upfront to avoid issues with paying? Especially if you book them for a specific time and service? I feel the industry should change and have people pay upfront to know what they are getting and at what price.
En español x favor el subtítulo......
I think this is why a lot of nail techs make you pay a non refundable deposit
For sure
okay ik this video is old but i have a question .. i have really bad anxiety.. so speaking up is beyond me.. it’s physically and mentally impossible for me. the guy started ripping off my old acrylic nails, not soaking.. i did say it hurt and he didn’t care which really kept me from speaking EVEN more .. when he’d say is that good.. i just said mhm.. in fear bc of my anxiety. my nails are bulky , not tapered square like i asked.. when i said tapered he instead square only , as well . so speaking up was useless at that point . there’s not even an apex.. i waited till the end thinking it would be okay and wasn’t .. i paid out of fear of saying anything bc of the anxiety . my nail beds are hurting . it doesn’t look or feel right.. and it’s not me being picky either .. work i’ve done on myself as a very beginner looked better .. this doesn’t look done by a professional whatsoever
they didn’t even offer to fix it at all either .. just told my boyfriend to call the cops.
If you are not happy with the service you got, you have the right to let the tech know what you aren't happy with. However, if your anxiety keeps you from doing this, you may have to do some research before going to get your nails done again. Find another tech in your area and look through their social media. Find pics of their work that you like and when you schedule the appt, send them the pic of the nails you want, to confirm that they can do them (if it's from their social media, there should be no problem). You might also schedule a consultation with the tech prior to the service to communicate your anxieties and discuss what you want with your nails. A good tech will be open to this conversation to make sure you are getting what you want and both you and the tech will be happy.
I will also clip them off if I ever get such a customer🤣🤣🤣
I love tracy clip them off hahaha
lol
And what happens if she text the next day and said she don’t like it and ask for refund
I would tell my client I try my best but like I said before no one is perfect
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Is it ok to get prepaid for your service?
11:12 ... PRICELESS 🤣🤣🤣🤣
I actually learned this same move from my makeup instructor when i used to do makeup & was learning tips & tricks with these "freebie clients"
He had a client that got a full glam face, then at the end said she wasnt happy with it, didnt like it, and wasnt paying for anything... so before she got out of his chair, he proceeded to grab a makeup wipe and just swiped across her face 😱😱😂😂
Nice
I always make clients pick their colors...they have to wear and look at them for 2-3 weeks, I don’t!
For sure
So I am returning to the nail business and I had a client walk in looking at her phone completely ignored me when I asked her what she wanted done then she was not sure what she wanted she asked for an ombre but showed me a pitcher of a marble design then she wanted orange nails to match the color of her wig so I custom made the color she wanted 1 nail with rine stone I was able to put acrylic on 6 nails the she decided to leave she didn't like the color or shape of her nails she threw $40 on my table and was getting ready to walked out Itold her she can come back to finish the next day she said ok next thing her sister is coming to get the money back I refuse to give it back they said the nails was ugly I replied her nails are not finish and she agreed that was the color she wanted they left 10 minutes later mom is coming across the street yelling for the manager I explained that she had to go because she didn't want her mother to leave without her and her nails was not done I gave them back the money the someone else they new called my so and showed him the nails and she was very upset about them again I told them that the nails are not done there not filed or shaped and she had to leave with her mother the to find out she needed the money and she couldn't get her nails done a few days later she called to ask if I was open to do her nails and you now what she is one client I never want sitting in my chair
El subtítulo se repreduce en ingles únicamente....... No es justo..... No es incluyente.... Para los q hablamos español
I feel like you can get some life lessons out of this video 😆
So this lady came gave me shit about doing her nails, then a week later she bad mouths me on social media. Freaked me out then what do you know all of a sudden she’s doing nails. Watch out for the creeps that just come get their nails done to talk smack about you. Speaking from experience 🤦♀️
That's no good,sorry to hear that
Wait, Habib when you say you're not going to make money they first 2 yes, you don't mean actually not make money???😭😭😭😢😢😫😫
Couldn’t you call the police too? If a client is not wanting to pay or get her nails fixed? And have cameras so their identity is recorded.
OMG I have to stop watching your videos because every time you raise a scenario....it happens to me at work. And I know this video is 3 years old lol. Customer - High School student, got her nails done (by me) today. Acrylic overlay on extensions; almond shape, gel polish and chrome. Said she loved it. Then she gets home and HER MOM calls to say I did a TERRIBLE JOB. No she doesn't want them fixed or redone, but it's a horrible job. So the salon issued a refund and I lost out on my commission because Mommy didn't want to pay for the nails her daughter just got.
When something is wrong with the whole nail shape and its clumpy, CLEARLY ITS NOT RIGHT.. why does the nail tech get so rude or non chalant and get mad and tell you to wait until they are finished? I just got mad all over again, because they need to stop making us wait til the end when they couldve fixed it in the beginning. Idc if you have to take whole nail off.. do that! Because if i walk out of here without paying you’d be crying and fighting me! *i always pay* but i want to be happy with my set. I literally had to take a file and start filing my own damn nails down on the side to minimize the clumps and he still acted as if he didnt see the issue! I feel jipped after i pay for a powder acrylic set and its trash
Everyone should be happy period. If there are obvious issues with the set by all means the tech can fix that, but also for clients if you're unhappy in the beginning it's best to let them know so they can have time to fix it
That’s why clients should always do research beforehand, look at their ig or yelp pictures and reviews. And if the nail tech ignores your concerns(tells you to wait till the end) during the service, tell he/she that you’re not going to pay if the issues are not fixed at the end.