How Nail Salon Policies and Rules for Clients Can Help to Deal With Irate and Demanding Customers

Have you ever needed help dealing with an irate customer or rude salon clients?

You wouldn’t be alone.

For example, after receiving a French-tip manicure with every upgrade in the book, one client tried not to pay for her service.

“I’m acting surprised because I’m about to spend $70 on this,” the woman complained.

The nail technician calmly reiterated the price and even explained some of the reasoning behind it, such as quality products and salon upkeep. She also suggested that, if the woman had cost concerns, she should ask for the price before starting the service. The woman, however, continued to complain and threatened to leave without paying. (She certainly wasn’t a nail artist’s dream client.)

That’s when customers jumped to the salon’s defense. Another customer began filming the angry client and interrupted her complaints.

“I’ve gone to a lot of places around here. This is the best nail salon by far,” she said. “You’re causing a scene, and if you don’t like it, then don’t come back.”

When the difficult client continued to criticize, another customer clapped back.

“You ruined everybody’s experience by being weird over a French tip,” argued one nail tech client at the salon. “Go somewhere else.”

Eventually, the angry customer paid her bill and the nail tech escorted her out of the salon. Everyone could return to their manicures in peace. (Though we imagine it’s one of those “nail client horror stories” the nail tech will be retelling for years to come.)

Dealing With Irate and Demanding Customers

It doesn’t take a referee to know that “Karen” in that story was out of line. But sadly, dealing with an irate customer is a strife many nail techs have faced. This is one of many crazy client stories from nail salons. 

From clients taking loud phone calls in the pedicure chair to clients snacking on Doritos mid-manicure, nail client horror stories are a dime a dozen. So knowing how to deal with challenging, demanding, and irate customers is a must.

Need nail salon policies for clients like these? We share five tips for dealing with difficult, challenging, and aggressive clients and customers.

1. Manage expectations.

The best way to handle difficult customers is to prevent them from becoming difficult clients in the first place. Prevention happens when you set realistic expectations about your services and results.

Start by having them fill out a nail salon client intake form. Also known as a nail tech client consultation form, these nail client contracts or agreements give you background information about your clients’ health, lifestyle, and past nail service experience. They also give nail tech clients an opportunity to tell you what services they want. 

Nail client consultation questions set a professional tone and get you on the same page. They can also reveal potential red flags that could lead to a negative experience, like chemical sensitivities, so you can address them ahead of time. And if things take a negative turn, it makes dealing with an irate customer much easier. For inspo, check out Gloss Nails’ nail service consent form.

Questions to ask new nail clients include:

• Are your hands frequently submerged in water or exposed to chemicals?
• Have you had any adverse or allergic reactions to chemicals used in nail services, like acetone or hema?
• Do you have a history of lifting, chipping, or peeling enhancements or polishes?
• Have you ever developed a nail infection in the past?
• Are you sensitive to UV/LED curing?

Teach clients how to tell the nail tech what they want. Help them understand basic nail shapes, lengths, colors, and designs. Encourage them to bring visuals, like pictures from Instagram or magazines that demonstrate their desired look.

Once you know what they want, determine if their desires are realistic for their current nails. Then give them a clear starting price and time estimate so you don’t have your client walking out six fingers into your rendition of Starry Night.

2. When dealing with demanding clients, practice active listening.

You did all you could to set expectations, and you still ended up with a rude salon client yelling at you from across the pedicure bowl. Now what?

Nail techs often ask how to deal with an upset customer or aggressive customers at this point. To diffuse the situation while dealing with demanding clients, relationship and business experts recommend active listening, or giving your full attention to what your client’s saying and showing them you understand. 

When receiving client feedback for nails, practice active listening by:

• Putting aside distractions, like your phone and even the nail service, to focus on them.
• Making eye contact with nail clients.
• Not interrupting. While managing difficult clients, strive to hear them out and keep an open mind to really hear what they’re saying.
• Once they’ve said their piece, paraphrase what they said to make sure you understand.
• If you’re still unsure why they’re upset or need more information, ask open-ended, nonjudgmental questions.

Sometimes, clients just want to be heard. You do some active listening, and then they’re happy. Other times, you’ve got to follow your listening with some practiced words of your own.

3. Communicate clearly and empathetically.

What are some stress management techniques for nail techs?

Dealing with an irate customer or demanding clients is all about communication. So when considering how to deal with upset or difficult customers, what you say and how you say it matters. Be clear, concise, professional, and respectful.

But it’s one thing to keep calm and carry on when a nail artist’s dream client is sitting in the chair. Knowing how to deal with difficult or even aggressive customer behavior requires much more discipline. 

Here are some things to do to manage your own emotions while managing difficult clients and dealing with demanding clients:

• Take deep breaths.
• Don’t take their feedback personally.
• Avoid using “I” statements and being defensive.
• Show you understand their feelings and perspective.

4. Offer solutions.

Once you’ve helped your nail client feel heard, how can you come to a solution? 

What you decide will depend on the issue and your salon’s policies.

London Lash provides a few examples of how to handle difficult customers with specific concerns:

• When serving an indecisive client, offer suggestions based on their nail shape, skin tone, preferences, and past choices. (For example, what nail shape is a good choice for active clients?)
• Gently clarify what you can and can’t do for clients with unrealistic expectations. Where possible, you can provide alternatives that get them close to their goal.
• Customers who disrespect your boundaries and limitations, including your policies on appointments, lateness, cancellations, and redos, should be politely reminded of those policies and where to find them (i.e. booking confirmation). Customers with a one-time complaint may need a solution that better respects their feelings and acknowledges your time and expertise, writes Hanna Putjato for Miss Dolla. This could mean a free touch-up, a discount on their next visit, or a new design—really anything that serves you both.
• Consistently dissatisfied clients or aggressive clients may be better off with another tech. But how to break up with or fire a nail salon client, you ask? Especially when dealing with an irate customer, keep it brief: Thank them for their business. Tell them you won’t be able to serve them anymore. Offer a referral, if appropriate.

Want to ensure all the nail techs at your salon are handling difficult customers the same way? Put nail salon policies for clients’ disputes in writing and conduct training on how to deal with difficult customers.

5. Learn from the experience.

Once you’re done dealing with a demanding or irate customer, it’s time to reflect:

• How’d it go? What went well? What could have gone better with the rude salon client?
• How can you adjust your nail salon policies for clients’ disputes to have better outcomes in the future?
• What additional training on how to deal with difficult customers might your staff need?

Need more tips on nail technician client management? Chat with colleagues or mentors to get their takes.

Keep the Karens at bay with WellnessPro.

We love a grateful, respectful client—but not all of them are made that way. 

For the times an upset nail client attacks you and your business, it helps to have WellnessPro Insurance. 

We make dealing with demanding clients and irate customers a breeze. With WellnessPro, you get help responding to liability claims so you can get back to doing nails. 

Click here to learn about our nail tech coverage.