When interacting with customers at a nail salon, how you conduct counseling and propose designs is crucial. This guide explains what to consider and how to prepare when customers first visit your salon, along with tips for effective hearing and design proposals.
For first-time customers, I always ask how they found out about our salon. I start by asking, "How did you learn about us?" Instagram is a common answer, so I follow up with questions like, "Did you see our designs on Instagram?" or "Are there any of my designs that stood out to you?" If the conversation picks up, I can categorize them as either design enthusiasts or those interested in nail art.
Some customers come to us via Google or other search methods. In those cases, I ask, "What keywords did you use to search?" If terms like "healthy nails" or "nail care" come up, I deduce that they are more interested in gentle nail care than intricate designs.
Several essential questions must be asked before the procedure:
"How long would you like your nails to be?"
"What shape would you like your nails?"
"What color do you prefer for the polish?"
These standard questions ensure that the customer's desired nail art can be achieved, and they are satisfied with the result. I also ask, "Have you ever tried Japanese nails?" This helps me understand the customer's preferences and past experiences, which can guide the procedure.
Additional Questions to Ask
Previous designs they’ve had: Helps understand their preferences.
What they didn’t like about past designs: Clarifies what to avoid.
Issues with past nail care services: Identifies areas for improvement.
How long gel nails have lasted for them in the past: Helps determine which gel type is best for the client and how to go about the application.
Frequent salon-goers often know their preferences and terms, but for first-time visitors or those unfamiliar with nail terms, I show actual samples from my salon. For instance, if they don’t know what "ombre" or "two-color French" is, I show them samples and explain, "This is ombre," or "Two-color French involves using two colors for the nail tip and background." Seeing the actual designs helps beginners visualize better and shortens counseling time.
To keep the entire process as short as possible, it’s advisable to keep counseling brief, especially for customers who prefer spending more time on the art and shaping.
For undecided customers, ask, "How would you like your nails today?"
When starting the actual application process, start by asking about desired length (whether to trim down the nails or to keep the length) and shape.
When the customer has images of what they would like, provide them with samples by stating, "We have samples of this color. Please take a look and choose one." While the customer is looking at the sample, start shaping their nails or removing the previous gel.
At J Flow, we ask customers to choose from menus like one-color, French, “simple design”, “medium design”, and “premium design” at the reservation stage. Even if they are unsure, this helps streamline the process upon arrival.
Of course, it’s always a good idea to have ideas ready to propose to the customer. If a customer chooses a simple design, I show them our summer special designs and explain, "These are simple yet perfect for summer. These are wonderful because the summer designs come at a discount too!"
If a customer chooses “premium design” they usually already have a design that they’d like in mind. But on the off-chance that they don’t have an idea in mind, I propose designs that suit their preferences and style, using samples for reference.
If a customer has difficulty deciding on a design or color, the worst thing that can happen is them deciding to cancel during the treatment. So, in order to prevent that from happening, I continuously talk to the customer, proposing different ideas like using the latest color diagnosis methods, and suggesting other designs and colors.
Another way to help customers choose a design is to show them samples of different colors and make more and more suggestions. For example, if the customer likes blue, we will bring some samples of blue and say, "How about this color here?" and make various suggestions.
When suggesting designs, the most important thing I try to do is to make recommendations that bring out the best in the customer's nails. For example, if you have short nails, I will suggest a cute design or a pop look. If the customer desires longer nails, I will tell the customer that a glamorous and elegant design will suit them.
Complimenting a customer’s nails often encourages them to become more open to the suggested styles, which helps the process of making that final decision on the design.
Effective counseling and design proposals at a nail salon significantly enhance customer satisfaction. By understanding customer preferences and wishes through a structured process, from initial contact to pre-procedure questions and design suggestions, you can provide optimal service.
Comments