SCRATCH PADS

Where confidence meets community

Step inside Scratch Stars Nail Salon of the Year 2025, The Nail Group, with JESS WATTS, who discovers what makes the environment sparkle

I first glimpsed the passion and presence of The Nail Group team at The Scratch Stars Party in July. When the Tottenham-based treatment venue was announced as Nail Salon of the Year , screams of celebration filled The Underglobe as its emotional team took to the stage to collect their award. From the smiles and hugs to the squeals of joy, it was clear to me that this group of women love their jobs, but seeing them at work was truly inspiring.

The moment I set my eyes on The Nail Group salon front, I knew something special awaited inside. Situated opposite Tottenham Hotspur Stadium, the premises has a large presence to compete with. But, while the stadium presents stature and stone, the salon offers soft décor, inviting signage and an air of luxury.

Susan Nguyen

Upon pushing the entry buzzer, I was greeted with warm smiles that felt like a homecoming. “It’s so lovely to see you,” said a member of the team I would come to know as Anita, who was to tend to my nails. ‘Jess!’ was heard from the opposite end of the salon, and I immediately recognised Susan Nguyen, founder & managing director of The Nail Group.

Within a minute of arrival, my coat was hung, bag relieved from my shoulder and I had settled down with the salon’s creative force, chatting as if we’d known each other for years. We sat at one of the salon’s marble nail desks, backs cushioned by blush pink chairs while cheerful music played over the speakers.

The Nail Group is a space of comfort, I note, taking in the warm-toned interior and home-shaped alcove which serves as the waiting area. “It’s called the Waiting House,” Susan smiles. “Everything has a unique name, because every area is special.”

That sense of thoughtfulness extends to every corner of the salon. Susan motions towards a wall of Polaroid photos, each one featuring a client smiling with a tech. “We ask all our customers to take a photo with us when they come to the salon,” Susan explains. “They write a word at the bottom that they feel epitomises The Nail Group.

“We’ve always wanted to be an award-winning salon, and we are so proud and happy that Scratch gave us that opportunity.”

The idea began as a cute string of bunting, but we’ve had to dedicate an entire wall to the photos.”

Luxury intertwines with community at The Nail Group, as gold accents add touches of indulgence throughout. “We change the theme of our decoration regularly,” Susan tells me, explaining that the current theme, ‘The golden touch: nails that win’, is inspired by The Nail Group’s Scratch Stars Awards win in July.

“We’ve always wanted to be an award-winning salon, and we are so proud and happy that Scratch gave us that opportunity,” Susan smiles. “It has opened so many doors and empowered us to push boundaries and be even more creative. The Nail Salon of the Year title validates that what we do is not only working, but is worthy.

“One of our goals has been to foster relationships within the nail industry, and thanks to our Scratch Star, we have managed to do that. We have formed connections with OPI, The GelBottle Inc, Glossify and HONA. OPI in particular has always been a core brand for us, as I started my career using its products.”

The Nail Group was founded by Susan in 2016, who has over 22 years of industry knowledge under her belt. She credits her start in the sector to her mother: a nail tech who nurtured her creativity. “I was lucky to be exposed to the nail industry from a young age via my mum,” Susan reminisces. “The beginning of my nail career came once I had gained experience in other roles at startup companies and in online marketing. Once I was ready, and having acquired the skills I needed, I began to work alongside my mum.”

Susan tells me that the original studio the pair worked from was ‘humble, with three nail desks and a pedicure chair’. In 2016, when her mother expressed wishes to expand, Susan asked whether she could buy the space to start her own business. And so, from a single dream and Susan’s drive, The Nail Group was born.

As with many things, the journey to becoming Nail Salon of the Year was not straightforward. The Nail Group moved into its current space five years ago, driven by bold visions of growth. “We signed the lease, then the Covid-19 pandemic hit,” Susan says. “It was a huge spanner in the works because we had committed to the space and it required a lot of renovating. Producing what is seen today felt like building a new house. It was very challenging, but we did it.”

Susan prides the team on its ability to overcome challenges, saying: “I always remind myself and staff that what was once a dream became our reality, which is proof that anything is possible.”

Every time Susan mentions her team, her face lights up with pride. “Every member of The Nail Group has empathy, passion and epitomises our mission: to inspire confidence,” she says. “The team is amazing, and it helps that we are all on the same page in terms of wanting to deliver the best services possible. I strive for us to exist in a clean, healthy, great environment. We work really hard to keep standards high, and are very proud of that.”

The Nail Group has systems in place for every aspect of the client experience. “We focus on the psychology of the customer journey, from the moment they walk into the salon,” Susan explains. “We have made changes like the direction that the door opens, so clients aren’t introduced to the wall of the salon, but directed to the reception,” she reveals.

The client experience is highly valued, even down to the installation of charging outlets for phones and entertainment screens at a comfortable height behind nail desks. “We purposely built the salon to move with the times,” Susan continues. “Video content is effective, and the screens are informative, educational and entertaining.”

During my treatment, I watched Friends while simultaneously learning from knowledge prompts displayed on the screens. These included nail shape recommendations, nailcare advice and mood board inspiration, and I also found myself smiling at photos of the team at a variety of events including The Scratch Stars Party.

I indulged in The Nail Group’s Luxury Manicure service, courtesy of Anita: an experienced nail tech who is also the salon’s supervisor and beauty pro. I received a consultation, during which I was asked about my current nailcare regime. Anita explained what the treatment would entail and checked if I had any allergies or areas of concern. She then began the treatment: an hour of pampering that featured a cleanse, exfoliation and hand mask with heated gloves. The Luxury Manicure was exactly what it promised.

When Anita had expertly prepped my nails, it was time for gel polish application. Indecisive at the best of times, I struggled to choose a colour, but Anita was on-hand to give advice, and together we selected a rich, deep purple shade: a hue that The Nail Group’s digital screens informed me is on-trend.

Susan’s experiences observing others have influenced her to constantly evolve her own systems and practices. “When I striving in online marketing, I saw my CEO working every day to be reliable, providing support and mentorship, and his drive to achieve inspired me greatly,” she shares. “Working smarter is key.”

When I ask about the future of the nail industry, Susan reveals: “I think we are heading to a very exciting place. We have come such a long way, but there is so much more to give. High-quality education for the next generation of nail techs and modernisation are essential.”

“What was once a dream became our reality, which is proof that anything is possible.”

The Nail Group is bursting onto the education scene with the launch of The Nail Academy: ‘an all-encompassing experience aiming to help the next generation of techs build rewarding, successful careers in the nail industry’. “I feel like a lot of creative people are visual, practical learners, so I want the academy to focus on face-to-face courses,” Susan notes.

The pro tells me that students can enrol on the educational experience via The Nail Group website (www.thenailgroup. co.uk). “We’ve got all the tools to provide exceptional education,” she says. “The salon was purpose-built to do this; it was always part of the mission.” That mission, it seems, is the driving force behind The Nail Group’s success. “I think we’ve built something really beautiful,” Susan says, and I agree.

As I leave, the team asks if I want to take my own Polaroid selfie. We bunch together and grin. Beneath the photo, I write a single word: warmth. As they add me to the wall of smiling faces, I realise I’ve become part of The Nail Group’s story – a community defined by confidence, connection, creativity and care.

www.thenailgroup.co.uk /thenailgroup @thenailgroup @thenailgroup_

FOLLOW THE NAIL GROUP TEAM: Marija, senior nail technician @ marijagadzijeva Anita, supervisor & beautician @anitayet Susan, managing director @tngnailacademy Sam, assistant manager @phanthuong149 Leah, salon co-ordinator @_ms_queenie_