Running a nail salon is bound to come with its high points and its challenges but one of the things that you will eventually come across is tought clientelle and you should learn how to deal with difficult clients.
Yes, you will have to learn how to deal with difficult clients. That’s part and parcel of the job. It’s stressful and negative, but that doesn’t mean that you should let it get you down and get in the way of doing what you do best: having fun running your nail salon!
If you find yourself unsure of how to do this, then do not fret. It may seem scary and out of your depth but it can be done – even if you have a crisis of confidence – so don’t worry. Read on for our very helpful suggestions.
Here are some top tips to bear in mind when dealing with difficult clients.
Keep Cool to Deal With Customers
When dealing with difficult clients or customers, this is an essential thing to do. Even if it seems hard, keeping calm and carrying on is a mature and helpful way to deal with difficult client. Never react in anger – that will not go down well at all.
Staying calm and being cool is one of the best approach on how to deal with difficult clients.
Don’t take it personally
Sometimes, if a client is being demanding, it’s just an aspect of their personality, so don’t take this to heart. It’s very unlikely that their words are aimed at you.
Perhaps they’re nervous about the service – some clients may have had bad experiences before at other salons so they might feel tense.
Do whatever you can to reassure your clients and make them feel relaxed and at ease. You could even start a friendly conversation and build up a rapport with them.
Choose your words carefully
Be careful what you say and watch your tone. Don’t react aggressively or lash out because that’s a poor reflection on you as an owner and on your business, and as you know, people talk and word of mouth is commonplace.
A negative review – online or offline – because of bad behaviour is not a good look.
Without a doubt, learning how to deal with difficult clients can definitely take a toll on your mental wellbeing. If you can, take a break. Take some time out and de-stress.
You could take a break after an appointment, during your break or at the end of the day. It doesn’t matter when you choose to unwind as long as you don’t skip out on it.
Build a thick skin to learn how to deal with difficult clients
To learn how to deal with difficult clients, you will have to develop a thick skin so that their comments and behaviours don’t get to you.
As previously mentioned, sometimes the clients might be reacting out of nervousness and tension so don’t take it personally or view yourself as the problem – unless the service is an issue for them.
Don’t overload yourself
Even though running a nail salon is bound to keep you very busy, you should not be taking too much on.
Too much stress is very unhealthy and is bad for the mind, body and soul. Burdening yourself can lead to burnout, will cause you to not work to the best of your ability, will mean that the services you offer will not be up to par and you’ll be more likely to react badly to wearisome clients
you must Follow up and go the extra mile
If a client is not satisfied with the service, then ask them to formally give feedback. Getting their feedback is one of the easiest way on how to deal with difficult clients. Ask them questions such as:
- What did you like or dislike about the service?
- How would you rate the service out of ten?
- What could have been done differently?
- Would you come back again?
- Would you recommend the nail salon to a friend or a family member?
By trying to get an idea of what the client didn’t like, you can improve your services for the better. Also, by asking for feedback, it shows that you can about your customer and that means that they are more likely to come back again and/or recommend to a friend or a family member. Knowing what your customers wants is one way how to deal with difficult clients.
In addition to this, it’s very important in a situation like this to go the extra mile. As well as asking for feedback, offer something that the client will like in order to satisfy them. You could give them an incentive, such as a discount voucher or a free nail treatment for their next visit.
Stand your ground
Be assertive. Even though dealing with challenging clients can be hard, there will be times where you’ll have to say enough is enough.
There’s a difference between a customer who’s just unhappy with the service or the level of treatment their receiving, and a customer who’s just downright rude, nasty and aggressive. No matter what, it’s your nail salon and it’s your business, and it’s not acceptable for anyone to come into your place of business and disrespect you. It’s a sign of poor character.
If a client is being really horrible towards you then (politely) stand your ground and tell them that you will not tolerate their behaviour and (politely) ask them to leave. You’re well within your right to do that.
All in all, dealing with difficult clients is a tough task, but unfortunately we’ve all got to do it when running our businesses. It comes with the territory, and it can be done. As long as you do the right things then you’ll be able to handle it.
The key aspect that you will need to bear in mind is that you need to be aware of how you handle yourself. After all, you can’t control how someone feels but you can control how you react.
You’ll need to behave and react in the most clever, mature and appropriate ways. Develop a thick skin, learn to be assertive and be friendly with the client to build up a rapport. Know when to help a client and know when to show them the door. Help figure out what the client’s issue is with the service and promise to find the solutions to resolve it. Most importantly, don’t take a client’s bad behaviour personally.
When you can hold your own with difficult clients while running your nail salon, you can be sure to succeed in business.
Have you ever felt the need to learn on how to deal with difficult clients? How do you overcome these kinds of situations? Leave a comment below.
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