Salon scenarios: tech tales & expert insights

Pros share lessons learned from impactful experiences at the nail desk & business experts reveal how to deal with challenging clients

Nail techs can face tough situations at the nail desk – from confrontations and disrespect to clients who push boundaries. To help pros feel less alone and allow others to learn from these situations, we asked Scratch’s social media followers to share a standout moment at the nail desk and what it taught them. We’ve also sourced advice from business experts on how to manage challenging clients.

Business scenarios

Monika Ferreira

Gelish educator & Scratch Stars Polish & Paint Artist of the Year finalist 2025

@mjallure_beauty

“During an appointment, I asked a regular client if she wanted to keep the length of her nails or have them shortened. She chose to have them shortened, but before she paid, she suddenly raised her voice, saying she wanted her nails shaped so they could grow into an almond shape. She belittled me, suggesting I must be new to the industry – which I was not. It made me feel very uncomfortable. Not wanting to cause a scene, I took responsibility and offered her a discount, which I believe she was expecting from the start.”

Key takeaways: “Always try to stay composed, speak in a calm manner and be respectful of the customer, even if you do not agree with their comments.”

Tina Li

Light Elegance UK educator

@nailtechtina

“I was once asked to create a nail look for a recently deceased woman. She was known for her beautiful nails and had even asked her hospice nurse to take her for an infill service days before she passed. Her family wanted her to look like herself for her final goodbye, and it felt like such a privilege to be part of that moment.

“I was nervous at first, as it was unlike anything I’d done before. But once I began, something about it felt right. I put my heart into every detail. The family’s response was incredibly moving. They were so grateful – not just for the nails, but for the care and time I put into honouring their loved one.”

Key takeaways: “Our work isn’t just about aesthetics – it’s about connection, memory and love, even in the most unexpected moments.”

Isabelle Pattissier

Chesterton-based nail artist

@drop_dead_beauty_byizzy

“A returning client came in for an infill and intricate nail art service, so was aware she would be in my salon for about three hours. However, during the appointment she sighed and said she felt as though she had ‘been here for an eternity’. I continued to smile and tried not to let it bother me.

“She then kept touching her hair, face and jumper – getting fluff on her nails. I repeatedly wiped it off, until I got to a point where I sighed out of frustration. The client looked at me and said: ‘I think it’s your cats. Their fur keeps getting on my nails’. I pulled a long blue hair off her and jokingly said: ‘The last time I checked, my cats weren’t blue.’

“The experience made me feel uncomfortable and frustrated. The constant wiping extended the appointment and could have affected retention — then the client had the audacity to blame my cats! She tried to book another appointment with me, but I said I had no availability.”

Key takeaways: “It’s important to stand your ground – but in a respectful way. Our work can be emotionally and mentally exhausting, so you don’t want to serve clients who make you feel uncomfortable.”

Fotini Bihuci

Nottingham-based beauty pro

@nuseaesthetics

“I work with a well-known website that promotes discounted beauty treatments. One day, a woman booked appointments via the website for three manicures and three pedicures: for herself and her two daughters for a holiday. A week later, when they returned, the mother asked to have the gel overlays removed. I said ‘Of course, it’s £20 per set’, and she replied: ‘Wow, what if I book through the website again?’

“I explained that soak-off removals weren’t listed as an option on the website, and had to be booked directly through the salon. After trying to get a discounted removal service again – and me refusing, she didn’t return.”

Key takeaways: “Not all money is good money. Don’t undervalue your work just to attract clients. Set your standards high and the right people will meet you there – with respect and without question.”

“When it’s time to let a client go, salon owners should keep detailed records of client behaviour. Conversations should remain calm and constructive – acknowledging a mismatch of expectations, rather than placing blame.”

Belinda Price

Scratch Stars Services to the Nail Industry winner 2025 & owner of Nailspa, Huddersfield, Scratch Stars Nail & Beauty Salon of the Year 2024.

@_belindaprice

“One of the biggest issues I face with clients is their expectations regarding gift vouchers. For example, a regular client bought her daughter a treatment voucher at Christmas, which the daughter lost. The client who bought it came to the salon expecting us to honour it anyway. We asked them to keep looking, but eventually, at this very loyal client’s insistence, we honoured the £100 gift voucher and provided the daughter with treatments.

“Fast forward 11 months and the voucher appears! The same client said she had no memory of the lost voucher being honoured, and was insistent that it was valid and should be redeemed. I felt we had no choice but to honour the voucher again.”

Key takeaways: “My ethos on vouchers, and many things in business, is ‘what would Marks & Spencer do?’.

Stevey Powell

Beauty business mentor

@stevey.powell

“I was only 18 when a client sat at my nail desk and shared the devastating news that her child was terminally ill. At that age, I’d never experienced anything like it. I felt completely out of my depth emotionally, but knew instinctively that my role in that moment was to simply be present for the client.

“I focused on staying calm, listening and carrying on with the service. I didn’t have the words, but I knew that creating a quiet, safe space where she could talk – or just sit – was enough. When she left, I broke down in tears and released what I had absorbed.”

Key takeaways: “That moment taught me something I’ve carried ever since: as beauty professionals, we often become emotional anchors – without any formal training. My advice to anyone facing something similar is that you don’t have to fix the client’s problem. Just being present is powerful. Once your client leaves, take care of yourself, too, as that matters just as much.”

Sue Davies

Nail industry veteran & founder of Salonpreneur magazine & the Inspiring Salon Professionals platform

@_sue_davies

“When I first qualified as a nail tech, I provided fibreglass services, and had an older client who always wanted her hands free to talk and gesture. Being less confident at the time, I used to try work around her.

“If you’re not familiar with the fibreglass system, it’s a two-part resin. The first application remains tacky until the second part is applied, at which point the two parts cure together. As always, I’d reminded the client of this, and that she should try to keep her hands flat while I worked – but all of a sudden, she dragged a tacky nail across her eye!

“I stopped immediately and tried to make sure she didn’t close her eyes. I was so terrified she would glue her eyelids together. I asked her to hold her eye open with her finished hand while I grabbed the product’s safety data sheet (SDS) to check the guidance. My boss, a high-level educator, took over. Fortunately, the client was OK and did return, but she did have an inflamed eye for a few days.”

Key takeaways: “Always be strict and never let a client move their hands!”

Josie Lockett

Wales-based builder gel specialist

@nails_byjosie_

“At the start of my career, a client asked if she could book gel nail appointments for her children, for Christmas. I agreed – but when she brought them to my home salon, she dropped them at my doorstep and shouted from the car: ‘I’ll be back to pick them up in a couple of hours, I’m going shopping!’

“I didn’t have time to process what had happened, let alone say anything. I felt so uncomfortable while doing the childrens’ nails. I resolved the situation afterwards by taking out a new insurance policy, which states that I cannot complete treatments on anyone under the age of 16.”

Key takeaways: “If this happened to me again, I would contact the parent immediately and tell them to collect their children.”

How to manage client challenges

Common issues & how to handle them

Stevey Powell shares common challenges at the nail desk and ways to navigate them:

1. “A client is rude, aggressive or dismissive.

Examples: Criticising your work mid-treatment, belittling your profession or creating a hostile vibe.

Action: Hold your boundaries kindly but firmly. You can say: ‘I want to make sure you’re happy with the result — let’s find a solution,’ without absorbing their attitude. If the behaviour crosses a line, you’re entitled to end the service.

2. Hygiene or health concerns.

Example: A client arrives with a nail or skin condition that may be contagious or unsafe to treat.

Action: Always prioritise health over results. Use respectful, professional language to explain why you can’t continue with the service. Refer the client to a GP or specialist if needed, or offer a safe treatment alternative if appropriate. Show your willingness to adapt to their needs.

3. Unclear boundaries or inappropriate behaviour.

Examples: Asking overly personal questions or trying to cross a professional line.

Action: Set the tone early. Keep your responses polite but professional, and use body language and tone to reinforce boundaries. You deserve to feel safe and respected at work.”

“Complaints are golden opportunities to right a wrong, listen, empathise, win a client back, improve your service, build long-term relationships and say ‘thank you for bringing the matter to my attention’.”

Knowing your value

“My most important tip is to value yourself,” says Belinda Price. “We all work to earn a living, which means we can sometimes let people take advantage of us in our desperation to do that.”

To prevent this, the expert suggests saying no to the following client questions:

• Can I pay you later?

• Can I have ‘mates rates’?

• Can you honour my lost voucher?

• Can you do that for free?

• Can I come tomorrow instead (at late notice)?

• Will you offer my child a quick treatment while I’m here (for free)?

• Can I pay the old price?

Maintaining professionalism

Belinda Price shares her top tips for maintaining professionalism when dealing with challenging clients. “Establish rules, be clear about your policies and set a good example,” she comments. “If you are always late, swap and change appointments or cancel last-minute, you send clients the message that it’s OK for them to do those things.”

Sue Davies adds: “Remember – it’s not personal, even though it may feel it. If you complain at McDonalds, is it personal? No. A business simply hasn’t delivered what you’d hoped, and you would like them to correct it.”

Liz McKeon

Sue advises against responding in the heat of the moment, explaining: ““Breathe – and take time to think, after letting the client know you’ve heard them and will get back to them within 48 hours. When you do respond, make sure it’s in a professional, non-accusatory tone. Some of my best clients have come from an initial challenge.”

In order to prevent conflict, salon business expert, Liz McKeon, suggests: “Remember to always be both friendly and professional at the nail desk. Friendliness is being warm, approachable and easy to relate to, while professionalism is behaving in accordance with very high standards of customer satisfaction, professional conduct and conversation. Clients expect to experience both and if you are over-friendly and drop your levels of professionalism, it will eventually lead to unnecessary confrontation and problems.”

Barbara Kelly

Navigating client breakups

Barbara Kelly, UK & Ireland education lead at salon software company, Phorest, offers advice for knowing when ‘enough is enough’ when dealing with challenging clients. She says: “While most salon clients seek relaxation and transformation, occasionally professionals must manage those who disrupt rather than delight. Understanding the difference between a challenging and a truly problematic client is essential.”

She explains the difference: “Challenging clients may complain or act impolitely, but their feedback, however uncomfortable, often stems from care. With active listening and resolution, these clients can become loyal supporters. In fact, addressing one complaint may prevent dissatisfaction in many others who stay silent. ‘Bad’ clients, on the other hand, exhibit consistent negative behaviours such as chronic complaints, manipulation, no-shows and even abusive conduct. These individuals can reduce team morale and damage the client experience for others.”

Barbara continues: “When it’s time to let a client go, salon owners should keep detailed records of client behaviour, ideally using tools like Phorest’s client notes and no-show alerts to support their case. Conversations should remain calm and constructive – acknowledging a mismatch of expectations, rather than placing blame. Offering a refund or suggesting an alternative service can help diffuse tension.”