What to do and how the master should react if the client is dissatisfied with the manicure

Every master, even the most highly qualified and with extensive experience, is familiar with the situation when, for some reason, the client was dissatisfied with the manicure. The latter can be influenced by anything from the objective mistakes the manicurist made during the process, to the fact that he was met with an insufficiently friendly face, and the nail design on the nails, unlike the picture on Instagram, turned out subjectively different.

What should a master do in such a situation and how to properly respond to criticism and dissatisfaction of the client? Today we talked about this with expert Alena Shestopalova.

Alena Shestopalova , international trainer and judge, certified judge of the compulsory medical insurance, multiple European and world champion, founder of TM ManiCo

Absolutely every master has had such a situation, and perhaps more than one. And not because the master is bad or has a lack of knowledge in certain manicure techniques. The reason could be much simpler – the client’s bad mood. We encounter such cases very often.

Let's visualize the situation. Master and new client. In a cozy salon. Everything is perfectly clean. The choice of colors is huge. We discussed everything with the client in advance and began performing the service. During the procedure, the master checks with the client whether everything is fine. The client nods his head in satisfaction. The master finishes his work. Removes the dispersion layer from the gel polish and applies oil. And here the fun begins: the client carefully examines his nails and begins to make grimaces. Everyone around freezes in anticipation of the expert opinion of the same new client. And they hear the following phrase: “This is not at all what I wanted! And the color is not the same! How could you file your nails so crookedly? My cuticles are all red! How will I walk now with such nails?

What does a master usually do in such a situation? There are two options: 1) aggression and attacks on the client (“It’s your own fault / there was no point in twitching / you chose everything yourself / why were you silent if you didn’t like it / I asked if everything was okay,” etc.); 2) silence, confusion, fear of objection, downcast eyes, shame and tears in the closet (“I did everything as she asked / probably it’s not mine / I’m mediocre”).

Both options are incorrect and will not solve the problem. How to get out of this situation? Let's figure it out from the very beginning.

Step 6: At the end, be sure to admire your work. It works magically on us women. We automatically begin to admire the company. Even if we didn't like something, we start to think that maybe we were wrong.

Step 7: We give recommendations for home care.

Follow all these points - and there will be no conflicts. Because this way you initially lay the right foundation for building a relationship with the client.

But what to do if the conflict does take place? How to get out of it with dignity and without damaging the moral health and reputation of the master?

Separately, it is worth highlighting a special type of client who wants to get everything “on the ball.” Whatever the master does when faced with this, the result is the same: I want a free manicure. And, as practice shows, they achieve their goal very often, simply because the masters do not know how to defend themselves.

How to react correctly if hysteria has already begun? There is also an algorithm of actions here. We are considering a case where the master performed the service 5 out of 5. But the client is haunted by the idea of getting everything for free.

Step 1: ask a clear question: “Please explain what exactly you don’t like?” And we listen carefully. We do not interrupt until the client fully expresses all his complaints.

Step 2: we give the client a reasoned answer to each of his claims. And most importantly, in a calm tone. And even if the dissatisfied “expert” begins to voice his complaints again on the ultrasound, we calmly answer, relying on our knowledge.

If you really made a mistake, you will have to correct it anyway. And yes! The main thing here is to agree that you were wrong and admit guilt. Well, that’s how it happens.

Here are some more tips on how to behave if you come across a conflicting client:

• Always - hear: always! – keep a slight smile on your face. Don't grin. Always love even the most harmful client. Only love and understanding can resolve a conflict.
• Offer alternatives if you see that you are the one wrong. Offer possible solutions.
• Don't argue. Never. Arguing will only lead to further escalation of the conflict.
• When the client agrees to any of the options for resolving the conflict, do not hesitate, take action.

And remember: no client should influence us in a negative way. No one can change us until we ourselves don’t let him into our world so that he can create a mess there and destroy our faith in ourselves. Always be guided by your mind and your knowledge. And if you need to improve your professional skills, then start immediately after this article. Qualified trainers and especially championships can help you. They greatly increase both self-confidence and qualifications. At any stage of your development, whether you are a beginner or a master with 10 years of experience, believe in yourself and your success!