We’ve all received our share of horrible customer services, but I’d never thought about nasty customers… until I started working on people’s nails.
This is going to be a long rant, so please bear with me! It’s specific to the nail industry, especially for home-based services, and includes both my own experiences as well as those of my friends.
1. The irresponsible client
She makes an appointment for 5pm, but keeps you waiting for three hours before responding to your text messages, only to say that she was caught up at work and did not think she would finish that late. In the meantime, you’ve been sitting stupidly at home waiting for her when you could have spent the evening with your friends or accepted appointments for other customers. Such a waste of time and money.
(P.s. No one’s that busy – all it takes is a simple text message to cancel an appointment… Preferably way in advance.)
2. The irresponsible client, part two
As a response to irresponsible clients, you introduce a new deposit system – first-time customers have to make a non-refundable deposit (only refundable if cancellations are made at least two days in advance). She makes an appointment and agrees to make the deposit by a certain date. You don’t receive it, so you send her a few reminders, which are all ignored. In the meantime, you’ve been reserving the slot for her and turned away other potential customers. Such a waste of time and money.
3. The lazy customer
She doesn’t bother reading your carefully-crafted service menu (prices of services and list of services available) or FAQ (answers to commonly-asked questions such as where you are located and when you are available). She just asks… and asks… and asks.
4. The penny-pincher
Your prices are as low as can be, but she asks if they can be reduced further. Frankly, it’s an insult.
5. The endless questioner
The average customer fixes an appointment within 4 emails. The first email to enquire on available slots, the 2nd email from you to confirm available slots, and maybe another round to ask for directions to your place. That’s fine. The endless questioner sends at least 10 emails to fix an appointment, and is usually a combination of the lazy customer and the penny-pincher.
6. The unsure but demanding customer
She thinks she knows what she wants, but she really doesn’t. She doesn’t want to take any of your designs as they are and requests for changes to put her own spin on them. She wants different designs that don’t go well together. You do as she says, and then she realises that you were right. She asks you to make changes. This is the point when you start mentally cussing.
Fellow nail techs, I’d love to hear about your own experiences! How do you deal with such customers?
P.s. I wrote this entry because I just experienced a customer who is 1-5 combined. Horrendous! And er… If you’re a customer of mine and wondering if I’m describing you, I’m probably not! Trust me, you’ll know from my response to you if you’ve rubbed me the wrong way!