Your job is to identify the customer’s needs and fulfill them. The consultation is your first opportunity to educate the client and impress her with your professionalism! The "Client Card" is an ideal method for guiding this initial conversation and gathering essential information.
A client that is going to a wedding or a class reunion that night may be in your chair because she wants her nails shaped and polished perfectly. You would then concentrate on the details being sure to shape every nail so they look like carbon copies, and giving adequate time to choosing the color that matches what she is wearing to the event. Add on services such as paraffin or a hand masque can be offered to give the hands a healthy glow.
Another client may be in your chair for a more serious reason. She may be experiencing painful cracks in the stress area of her nails, and is in your chair because she needs help and is willing to try anything. Suggesting a regular paraffin manicure regiment and home care products may solve her problem; so might a brand new full-set of enhancements. Clients that leave feeling that you understand the problem and are willing and have the knowledge to help them will be happy and more likely to refer others to you.
A consultation can be difficult if you're not confident, so follow these simple steps:
- Ask your customer why she has come to your salon? Just because she came in for a manicure doesn't mean you shouldn't discuss gels or acrylics with her. She may honestly have never considered that option, and so will be happy to listen to your soft-sell presentation of the benefits.
- Look at all nails; examine and point out peeling or cracks that may need to be mended. Single nail mends with gel (for example) are a great way to turn manicure clients into enhancement clients. The satisfaction of instant gratification in that new nail, as well as the way it will hold up (and hold on to nail polish) may be enough to get her to convert. Start explaining the various options she has for maintaining her nails: natural nail manicures on a weekly schedule, acrylics, gels, wraps, etc.
- Ask what shape and length she has been wearing lately, and how that has been working for her. Also discuss her color choices. Make recommendations based on your professional training.
- Ask about her lifestyle, work, hobbies, and home life. Discuss and analyze with her how those factors affect her nails and her choices for her nails. Natural nails are very delicate (usually), so it can be very difficult to get and maintain a high-fashion look and length. However, with enhancements (and your rules), she may be able to wear longer nails with less worry and bother about them.
- Lay out your proposal. Tell her what you can do to make her nails fabulous! Give her some time frames and approximate costs.
- Follow through: Have her fill out the client card (or ask the questions and fill it out for her). Explain why you are asking questions - to be able to provide her with better service! Be sure to document her visit and the game plan (on reverse side of client card) so the next time she comes in you can stay on task. Each time she visits have her client card out so you can refer to it during the service. Be sure to fill it out immediately following each and every future service.
A client card can be as simple as information collected on loose leaf paper and kept in a 3-ring binder, or you may choose to have something fancier printed up on more durable card stock; there are also ready-made forms available for sale. File the cards in alphabetical order (either by last or first name) in 3-ring binders or file boxes. The reverse side of the card is used to document each visit with the date, service performed, polish color worn, service problems, etc. Below is a sample client consultation card you can copy and paste onto paper - or use it as a guideline for making your own.
Insert salon name, address, phone and logo here or simply copy your business card. The back should be lined to make notes about each visit.
Name: _______________________________________________________________________________
Address: (Street) _________________________________ (City) _____________________________
(State) ______________ (Zip) ________ Birthday (Month and Date): _____________________
Home Phone: (______ ) ___________________ Mobile: (______ ) ___________________________
Work: (______ )_____________ Ext: _____________Email: __________________________________
How would you prefer we contact you? #1 _______________________ #2 ________________
What services brought you into the salon? __________________________________________
Do you have any condition that could affect service options, such as allergies, diabetes or other circulation disorders, slow healing, sensitivity to any cosmetic ingredients? Please explain.
______________________________________________________________________________________
______________________________________________________________________________________
How would you like your nails, hands, and feet to be different than they are today?
______________________________________________________________________________________
What services have you enjoyed in the past?
______________________________________________________________________________________
How did you find out about us?
______________________________________________________________________________________
Are you preparing for a special occasion?
______________________________________________________________________________________
What is your activity level/occupation?
______________________________________________________________________________________
Do you play any sports that take a toll on hands or feet?
______________________________________________________________________________________
What products do you use on your hands, nails, and feet?
______________________________________________________________________________________
Do you have any special concerns you would like to discuss?
______________________________________________________________________________________
Additional information:
______________________________________________________________________________________
All information will be held in confidence. We will not divulge your info to any other parties. You are not obligated to answer any questions that make you uncomfortable. We respect your time and strive to be timely, in the rare instance when we may be running late we will try to contact you; we ask that you do the same. If you are unable to keep an appt please call at least 24 hours in advance to cancel. Thank you for your patronage. We promise to always do our best to give you beautiful and healthy fingers and toes - so please let us know if there is ever anything else we can do to improve our services!