When it comes to making your customers happy, providing a great nail service is paramount, however, building rapport can ensure your customers keep coming back time. A great way to build a relationship with your customers and ensure they become repeat customers is by providing a great conversation on top of a flawless mani. You most likely spend about an hour with each customer, so it can help to make the most of it. And let's be honest, it can be incredibly awkward sitting face to face with someone you don’t know very well in complete silence. Ask open-ended questions to keep the conversation going. If you’re stumped on what to talk about, here are some topics to bring up and ones you should definitely avoid.
Their Nails, of Course
This one’s probably a no-brainer, but the first thing you should definitely talk about with your customers is their nails. The sole reason they’re coming to you is to receive a fabulous manicure or pedicure and understanding what they want can help ensure they leave happy and make an appointment to come back. Discuss color, shape, the health of their nail, what type of nail service might be best, and what they can do to improve the health or strength of their nails.
The Latest Nail Trends and Salon Services
On the topic of nails, tell your customer some of the most asked-for colors or nail art designs and what new products or services the salon may be offering at the time. Remember, you’re the expert! If your customer is looking for a particular color, you can suggest one of the latest SNS dip powder colors in that shade or if they have complaints that their nails always break, now is the perfect time to suggest SNS dip powder, which provides a protective barrier, lasts 2+ weeks and is virtually chip free so their nails can grow long and strong.
One thing everyone probably gets excited about is a vacation and because a lot of people like to have their nails done before they go, there’s a good chance some of your customers are coming to see you for vacation prep. If they haven’t already mentioned it, ask your client if they have a vacation coming up and get the scoop on all their upcoming travel plans.
Kids and Pets
If you ask about someone’s child or pet, get ready to hear them gush. Most people love talking about those they love the most, so asking your customer to tell you about their little ones can really get them to open up. Make sure they don’t smudge a nail while scrolling through photos.
Current Shows and Books
Most people read or watch TV in their free time, so bringing up the latest movies, shows, or books is usually an easy conversation starter. Ask your customer if they’ve seen any good movies lately, what show they’re currently watching, or what their latest favorite read is. Not only will you likely have plenty to talk about you may learn of a new show or book to add to your list.
Everyone has to eat, so a great topic to bring up with a customer is food. Ask them what they’re making for dinner tonight, what their usual weekly meal plan consists of, or what their favorite local restaurant is. This is an easy way to get a conversation started and who knows, you just might learn a new recipe or a great new restaurant!
Things to Avoid
It’s important to build a relationship with your customers, but chances are you don’t know them very well. When choosing things to talk about, it’s best to keep things positive and light and avoid complaining, gossiping, or discussing heavy topics. The last thing you want to do when you have a customer seated in your chair is offend them by bringing up a sensitive topic, and you never know what things people have a strong opinion about. To prevent upsetting anyone, avoid these touchy and controversial subjects.
- Relationship issues
- Your personal problems
- Personal finances
- Health issues