3.6 Identifying client characteristics and needs

Aside from the initial booking, the client consultation process is the first real opportunity you will have to get to know your client and discuss their nail goals. It is also an opportunity to share your knowledge of nails, nail service options and the latest trends.

Establish client priorities

During the consultation, your main objective is to understand what the client wants, analyse what you have to work with (i.e. natural nails or grown-out enhancements) and, accordingly, what can be achieved. We will delve deeper into client consultations in the Module 6, however it is important to take a record of this initial consultation for future appointments. We have developed a Client Consultation form that you are free to use or edit, available for download via the below link:

The client consultation is critical because ‘failing to plan means you are planning to fail’. It is important that you manage your client’s expectations and be realistic about their treatment outcomes so that there are no surprises and they walk away satisfied!

Your client’s personal preference is the key element in determining what type of nail enhancement treatment to carry out, however, there are other factors that need to be taken into consideration when recommending a service. We will now discuss each of these.

Nail health

Your client’s nail health is also a large factor in determining what service is suitable for them, if any at all. We have already covered contra-indications and nail disorders in an earlier lesson, and so you are aware that some indications carry special treatment considerations, while others will prevent you from treating them at all. It is for this reason important to assess the health of your clients nails prior to discussing any treatment options.

Lifestyle

Your client’s lifestyle/occupation should play a major role in determining the set of nails they walk out with. For example, you would not want a mother of a newborn walking away with long, stiletto nails! Someone who works with their hands will likely be better suited to the strength of acrylic nails, whereas someone who needs more flexibility in their nails may be better suited to gel nails. There is no rulebook when it comes to deciding on what nails are suitable for what lifestyle, just ensure you have the discussion with your client so that they themselves think about how suitable their desired nails are to their lifestyle.

Nail shape

Once nail health and your client’s lifestyle factors have been discussed, you can move onto discussing desired nail shape. This will once again be a compromise of a few factors, including lifestyle, natural nail length/health, as well as finger length and width. Generally, the most flattering shape for a fingernail is a free edge that somewhat mirrors your client’s lunula (or half moon), which will tend to be somewhat oval for most. Squarer shaped nails are stronger while pointed, tapered nails will break more easily. So, once again, it is important to discuss these factors and educate your client on what shapes will be most aesthetically pleasing while still fitting in with their lifestyle.

Nail length

Closely aligned with nail shape is nail length. You will find many clients will desire a longer length enhancement than you would likely recommend. Once again, it is important to educate your client and advise them that normal nail growth still occurs with nail enhancements, and by the time they come back for another treatment their artificial nails may have grown out a further 25% – 50% from where they were originally placed. Extremely long nails are prone to breakage, lifting and other wear problems, and your client should be informed of these and this noted on their client card/consultation form. Remember, the recommended length of a nail extension is half the length of your client’s natural nail bed, and never more than the full length of the nail bed.

Nail care commitment

Finally, it is important to ensure that the client understands there is an ongoing commitment in maintaining artificial nails. You will need to explain to them the requirement for in-fills and nail rebalancing every 2-3 weeks. Clients need to consider the financial and time commitments required to maintain nail enhancements prior to going ahead with their initial treatment. It is no point getting a nice set of gel nails if your client cannot afford to maintain them every few weeks.

In this section, we will look at the essentials every nail technician should have in their kit.