6.1 Nail enhancement process end to end

At the very beginning of this course, we introduced you to the Nail enhancement process. Back then, it may not have made complete sense, but by now, you should understand the steps you need to take in each part of the process:

Client consultation

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 the nails, skin, nail service options and the latest trends. When you have new clients visiting you for the first time, some of them may be a little nervous. By clearly explaining the process in a way that is easy to understand is important to put your clients at ease, but to also give them an understanding of why you do things a certain way. To make sure your clients don’t get confused, words like stratum corneum or Barbicide should be simplified to ‘top layer of your skin’ or ‘sanitising solution’.

Even if clients have had professional Nail enhancements before, never assume that they have received a thorough education. Unfortunately, there are some dodgy nail technicians in the industry that skip past the education side of things and jump straight into the service. There are even nail technicians who rush or skip the skin preparation steps entirely! Client consultation is also the best way to maximise revenue for your business. The overall nail look is dependent on your skill and the client’s skin condition, and your current natural nail. If a client has skin or nail growth concerns, then you can help recommend tried and tested products that work or the appropriate professional.

Every client must fill out and sign the client consultation form. This is not only a great way to document the treatment requirements and to protect your business, but it will also help you to start building your database and marketing abilities for rebooking. Client consultation forms enable you to recognise any contra-indications that may prevent or restrict certain treatments or potential contra-actions. During your consultation, at a minimum, you will need to discuss:

• Your client’s nail goals
• Service and outcomes, and show client the products you will be using
• Treatment sequence
• Contraindications and contra-actions
• A patch test (if needed)
• Cost and timeframe
• Factors that may restrict treatment
• Aftercare requirements (specific advice for the nail services performed)

During the consultation, you will discuss any worries and concerns that the client has, and this is an excellent opportunity to work out which nail shape and nail colour will suit your client to make sure they leave feeling happy and confident with their treatment. Questions that are an absolute must during the consultation include:

1. So, is this nail service for a special occasion?
2. What nail products and skincare products have you used before?
3. What have you liked or disliked about previous nail brands and services you have used?
4. Have you ever had an allergic reaction to cosmetics in the past?
5. Do you have any known allergies or skin sensitivities?

The more information you receive from your client during the consultation, the better the appointment will be. By you asking questions and sharing your knowledge, it will make you stand out from your competition in offering professional nail services, and it demonstrates that you have an interest in their results. This open exchange of information will build rapport and trust with your client, which will likely result in repeat business and referrals.

Remember, when there are contraindications that prevent treatment, it is always best to reschedule until the area of concern has healed and/or has been diagnosed by a professional. Some nail technicians choose to continue services when contraindications are present, but this is unsafe and unprofessional. You need to make a judgement based on what the safest option is for your client, yourself and your healthy clients.

After every appointment, take detailed notes relating to the products you used and how the appointment went. This way, you don’t have to re-hash any skin concerns, and future appointments can focus on another flawless nail! So you don’t forget to discuss anything, use your client consultation form to guide you through the discussion. Once you have completed 10 or so consultations, you will know your ‘script’ off by heart!

For your convenience, here is a copy of the client consultation form we have developed that you can use:

You can use this form for your own business, and feel free to make amendments to include any of your specific requirements. Remember, your consultation form is also a legal document and forms part of the contract between you and your client. Ensure that you complete every section and get your client to sign and date it.

Managing client expectations and dealing with difficult clients

Another really important component of the consultation process is managing your client’s expectations. Seamless nail relies heavily on a person’s natural nails, and, as nail technicians, we cannot create something out of nothing. As such, our job is to educate our clients, so they don’t have unrealistic expectations.

Sometimes, clients can come to us with unrealistic expectations because what they see being advertised can be heavily edited and filtered. Sadly, it’s actually nail technicians and photographers that are to blame because when we fill our Instagram feeds and social media pages with only our very best nails and filtered images, we are actually fooling the everyday client into thinking they can have the same.

As you begin your career as a nail technician, you will soon realise that most people don’t want to see the reality; they want to see the fantasy. That fantasy is what drives them to visit us in the quest for amazing, sculpted nail looks – so if we promote the fantasy, then education is a must! If your client wants long stiletto nails, crazy nail art or something other than a basic service, they need to be aware that this will be a longer appointment and that these services will be charged accordingly. Never agree to any services that will compromise the client’s natural nails.

Provide the service

Once your client consultation is complete, and the consultation form is signed, then you can then begin setting up your treatment field with the specific products you need for your service. When you are scheduling your appointments, always make sure that you leave enough time in between so that you can ensure your work area is cleaned, sanitised, and stocked before the next client arrives. Messy and disorganised workspaces will not leave a good impression! Once your treatment field is ready, your client is in a comfortable position, and you are in a comfortable position, you are ready to get started.  

Throughout the appointment, it is important that your client stays still. If they begin to move around or fidget, take a short break. In addition to this, we strongly advise that you inform your client about heat spikes and encourage them to tell you if their nails get hot at any stage during the appointment.

Service completion tasks

Once you have carefully evaluated your nail enhancements and have completed any touch-ups, you can then reveal your masterpiece to your client! Always check the nails from the client point of view by asking them to face the palm of their hand upward, and then you can softly bend their fingers back. If your client is not happy with something, try your best to get it rectified quickly and with no fuss. However, if you have conducted a thorough consultation and then your client decides that the look they asked for is not actually what they wanted, you may need to book another appointment depending on your schedule.

Before a client leaves, you will want to stress the importance of aftercare, particularly for the cuticle. Depending on the condition of their nails and skin, it will be useful for you to explain ways your client can maintain their nail service at home and how to have healthy nails in general. This way, even during the time between appointments, your clients’ nails will ‘slay all day!’.

The end of a service is an excellent opportunity for you to build rapport with your client, and you want to leave a lasting impression. During the service, you may have been quietly concentrating, so let your inner chatty Kathy out at the end of the appointment! This will leave your client with a good impression, and it will also give them an opportunity to ask any additional questions they may have.

Prior to your next client arriving, you will then need to:

• Clean service area and surfaces, non-disposable equipment and tools
• Restock equipment and products in preparation for the next treatment
• Safely dispose of general and contaminated waste to minimise negative environmental impacts

Sanitation is critical for keeping you and your clients safe, so don’t skip your cleaning tasks! Clients will always remember a dirty salon, and aside from nail lifts or heat spikes, it can be a major factor for clients not coming back. Additionally, if you start getting poor online reviews that mention unhygienic practices, it will be difficult to attract new clients, and it may also lead to a health inspector visit!

Remember, to help prevent injuring yourself physically, make sure you do some light stretching throughout the day and keep checking your posture and body position. To maintain all other areas of health, make time for your self-care strategies and look after yourself. As a recap, your service completion tasks will include:

1. Evaluate service with client and record outcomes of the nail service on the client treatment plan or consultation form
2. Provide aftercare advice and recommend products (if required)
3. Clean treatment work area
4. Clean and disinfect equipment and according to manufacturer instructions.
5. Replenish products and stock in preparation for the next service
6. Dispose of general waste to minimise negative environmental impacts.