SCRATCHCOLUMNIST

CAT’S claws

Scratch Stars Hall Of Fame pro, CATRIONA LEITH, serves up industry insights & advice for nail sector success

ABOUT CATRIONA LEITH

Cambridgeshire-based Cat Leith boasts 19 years’ experience in the nail sector. She balances salon and education roles, crafting artistic creations for the loyal clients of her business, The Nail Studio, while delivering high-quality training to pros as co-head of education for Hazel Dixon Nail Artist Academy.

Cat has scooped a multitude of awards, including the Scratch Stars Gel Tech of the Year and One Stroke Artist of the Year accolades in 2022, 2023 and 2024. As a result, she entered the awards’ Hall Of Fame for both categories.

www.thenailstudiocambridge.co.uk

/thenailstudiocb @thenailstudiocb

HOW TO HANDLE COMMON CLIENT COMPLAINTS

N o nail tech enjoys getting a message from a client saying, ‘ I’ve got a problem with my nails’ . It can cause your heart to sink and mind to wonder what went wrong during the service.

In these cases, the nail design simply isn’t going to look the same. That’s why it’s worth spending a couple of minutes chatting through the nail service the client has booked before you even pick up a file. Set realistic expectations; it saves so much hassle later on.

Chipping & lifting

One of the most common client grievances is chipping or lifting of nail enhancements after a few days. As frustrating as this is, it’s important not to place blame immediately.

Ask a few questions to ascertain what has happened. Enquire about when the chipping or lifting occurred, how many nails are affected, and if the client has been taking part in any activities that may affect manicure longevity, such as cleaning, gardening or using their nails to open things. Sometimes it is an application issue, and other times it may be caused by lifestyle factors. Or, it could be just bad luck.

Instagram vs reality

Another complaint you may hear is, ‘My nails aren’t what I wanted’. Usually, this comes down to communication. Clients often bring an inspiration picture without factoring in the condition of their own nails. For example, they may not have noticed that the model has a long almond nail shape, while they have booked an overlay for their short, square nails.

Though it might not happen often, every nail technician will deal with complaints during their career. It doesn’t matter whether you’ve been in the industry for six months or six years, complaints are part of the job. What really matters is how you deal with them.

Structural suggestions

You might have a client who says their nail enhancements are too thick. Nobody wants bulky nails, but equally, builder gel and acrylic enhancements need structure to last. Sometimes, what a client deems as ‘too thick’ is actually a perfectly balanced apex.

That said, we’re all still learning, and if you look at a set of nails and think, ‘Actually, I could’ve refined that a bit more’, take the client’s comment as feedback rather than an insult. No nail technician gets it right every time.

Complaints are part of the job. What really matters is how you deal with them.

Handle concerns with kindness, stay professional and don’t take every complaint personally.

A change of heart

A complaint that can be a little awkward is when a client says they don’t like their chosen nail colour anymore. I’ve experienced this – I created a nail design for a client on a Saturday, and by the time I was back at the salon the following Tuesday, I had a message saying that she no longer liked the shade. It can happen; many people will be happy with their nail look at the appointment, then see someone else’s nails on Instagram later that evening, or receive a comment from a family member, and suddenly they’re not so sure about the finish.

Unless you picked the colour for them, this isn’t something you should be expected to fix for free. Having a clear salon policy makes these situations much easier, because everyone knows where they stand.

Other opinions

Lastly, there’s the complaint we all secretly dread: ‘Another nail tech said these aren’t right’. It’s hard not to react defensively. Every nail technician has their own way of doing things, and there are often several correct ways to achieve the same result.

Instead of criticising another pro, invite the client back if needed, properly assess their nails and explain your process calmly. Staying professional says more about you than arguing ever will.

Rule of thumb

The main thing I’ve learned from receiving complaints is that clients don’t expect perfection; they expect to be listened to. If someone feels like you’ve taken their concerns seriously, they’re much more likely to stay loyal – even if something has gone wrong. However, if they’re ignored or made to feel like a nuisance, they’ll probably never come back – and they might tell other people about the experience.

Complaints aren’t the end of the world, even though they can feel like it at the time. Every one teaches you something – whether that’s improving your consultation, tweaking your prep, explaining aftercare better or simply having clearer salon policies. None of us are perfect, and anyone who says they’ve never received a client complaint is probably not being honest. Handle concerns with kindness, stay professional and don’t take every complaint personally.

Cat x