Client: “I'm really disappointed with this set. The French tips are uneven.”, Why did you wait until now to tell me?, You should have checked them before you left., I'm really sorry to hear that. Can you show me? I'll redo them for you., Client: “My nails started to lift after two days.”, Let me know if there's anything else., I'm really sorry to hear that., Don't worry, I'll redo everything., Client: “The nail shape looks crooked.” What should you say to CHECK the problem?, Can you show me which nail looks crooked?, Don't worry, I'll take care of it., I want you to be happy with your nails., Client: “The builder gel feels too thick and bulky.” What is the best solution?, I'll take care of it and fix it right away., That's just how builder gel feels., You should get used to it., Client: “I don't like the color. It's not what I expected.” What is the most professional response?, There's nothing I can do now., You picked the color yourself., I'm really sorry to hear that. Can you show me what you expected?, Client: “The charms already fell off.” What should you say?, That's not my problem., I'm sorry about that. I'll take care of it and fix it right away., You probably hit them on something., Client: “I feel like you worked too quickly, and my nails look messy.” What is the best response?, I was busy, so I had to work quickly., Your nails don't look messy to me., I'm sorry you feel that way. Let me take a look. I'll fix anything that needs fixing., Client: “I hate it. I don't like anything about these nails.” What should you say?, I'm really sorry to hear that. Can you show me what you'd like me to change?, Well, you should have said something earlier., There's no way I can fix all of that., Client: “Ouch! That drill bit felt super hot on my nail bed.” What is the best response?, Don't worry about it., I'm really sorry about that. Let me check your nail and see what happened., It's probably because your nails are sensitive., Client: “The gel burned when I put my hand in the LED lamp.” What should you do FIRST?, Apologize and check how the client is feeling., Tell the client to keep their hand in the lamp., Tell the client it's normal.

L2_LESSON 11A

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