We are nail technicians – clients must follow our golden rule so we don’t ghost them
NAIL experts have revealed the golden rule that customers should follow if they don’t want to be ghosted.
There are plenty of bad habits like being glued to your phone and having awkward conversations that can lead to an icy atmosphere in the salon.
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And Fresh, the leading beauty and wellness marketplace platform found that more than 100,000 customers missed appointments in just four months in the UK.
But it’s actually a much simpler and easy-to-solve problem that two leading nail technicians say irritates them.
April Arabella, from Cherry bomb nails and Freya Poppy Bowden, from Sugar Rush Studiosboth revealed that not doing your homework before an appointment can waste a lot of time.
Nail technician April says clients often misunderstand nail terminology, and advises you to do your research before making an appointment.
She said: “Customers often book add-ons, such as BIAB, without fully understanding what it is or because their friend has mentioned it.
“I’m all for clients communicating what they want, and I always have some time in the beginning to discuss what they hope to get from the appointment.
“But if you want nail art, it’s also best to check your nail artist’s Instagram or website to make sure it’s feasible and within their design style.
“These are the first things that would help us provide a smooth service, otherwise I spend time explaining what everything means and reviewing designs when the information is available to them when booking.”
Freya also advises customers to submit ideas in advance.
“It’s possible that the rise of non-standard nail shops has given customers the impression that they can just show up to the appointment and ask for something crazy on the spot, which is a misunderstanding,” she said.
“Sometimes customers ask for something very intricately hand-painted and are shocked when they have to sit for hours.
“If you have a time limit or know you’re going to be restless, ask your nail artist to be transparent about the timing so you’re aware before we start. This takes the pressure off for both of us.”
This isn’t the only advice beauty professionals have for nail enthusiasts when visiting a salon…
DON’T: Don’t show up without letting your nail technician know
To set clear boundaries for clients when booking, April notes that “most nail technicians will have a cancellation policy to protect their business.”
She added: “We’re normally self-employed, so it’s just the saying ‘time is money’. If I have someone cancel, it’s harder for me to get it filled if it’s so last minute.
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“I have this in my booking policy so new customers can see when they are going to book.”
Freya also adds that she has a strict policy: if a customer cancels or does not show up within a 48-hour period, they will be asked to pay the full service amount.
She said: “This is important to us because we are very busy and we don’t deserve to expect the work and not be paid for some of it.”
DO: Be honest with your nail technician
Some clients may have had a bad experience with a previous nail technique or suffered damage due to a lack of training.
April said: “I like to start appointments by saying if something hurts or feels uncomfortable, let me know.
“I usually find that when I start this way, I’m happy to listen and actively encourage open communication.”
Sophie Vongkhamsao, in-house Senior Beauty and Content Marketing Specialist at Fresh commented: “Here at Fresha we are deeply committed to supporting the beauty and wellness industry.
“For customers, on-time arrival, considerate booking and proactive communication are all appreciated.
“On the other hand, nail technicians can cultivate customer loyalty through clear communication, setting reasonable expectations and offering flexible rescheduling options.
“By keeping these mutual pleasantries in mind, both clients and nail professionals can enjoy a more rewarding salon experience, especially during the busy winter season.”
