Time keeping in the salon and how to be more productive

Time keeping is one of the most crucial aspects in the nail industry. Besides, Time is money, right?

Although we can have a lengthy discussion about time in the salon, I have to break it down to two basic categories

1. Clients not managing their time

2. Nail technicians not managing their time

Let’s have a look at a few factor influencing timing in the salon by clients

• Clients arriving late for their appointment

Is there anything more frustrating than clients arriving late for their appointment?! Whilst sitting and waiting for clients I often wonder what I can do about this problem I face on a daily basis in my Salon. Do we realize that sometimes our clients are faced with factors out of their control?

• Clients do not arrive for their booked appointments

Do clients realize that we are in fact selling our time? Do they realize we work on a no work no pay basis and if they do not give us notice well in advance we are not able to fill that time slot?

• Clients cannot make a solid decision on what they want.

We sit patiently staring at our client whilst they cannot choose a style or color resulting in you as the nail artist to rush your application when the decision is finally made.

The above-mentioned factors have a snowball effect of problems:

1. If a client is late and has to settle for a shorter service than booked, like a fill instead of a soak and full set, they are often unhappy. And how does one charge for this as like I said, we are selling our time? Can I charge them for a full set of nails as the appointment was booked?

2. Does your schedule allow for an extended follow up appointment? e.g. Will you be able to then change their next appointment from a fill to a new set?

3. Helping the latecomer with her original service would most probably result in you running behind schedule – resulting in your next client having to wait for you.

Everyone wants to have the luxury of booking an appointment directly after their nail appointment or popping in for ”some quick maintenance” during their lunch hour but if clients are not on time it is impossible for us, the nail technicians to keep everyone happy!

How does one go about solving this problem?

Although there is never just one right answer to this impossible question. I am trying to discover new ways to deal with it.

As salon owner I try my best to lead by example, have respect for my clients’ time and not move an appointment unless I have an emergency. This sets a standard in the expectations of both client and nail techs in the salon. Additionally, I ensure the following:

• Appointment allocation

I book out enough time in my schedule for what they would like to do on their nails to ensure clients are “not squeezed in” and I do not feel rushed. I also try my utmost to apply the same time keeping rules to ALL clients to ensure they are all treated fairly and with the same set of rules. (We all have favorites but what’s good for one bla bla... )

• Reminders

I use an online system which sends them reminder e-mails, SMS’s and confirms the time as well as what they are booked for. This allows for the client to notify me well in advance if anything changes on their side. You don't have to spend Thousands of Rands for an automated system, you can allocate a time in your day to send your reminders manually.

• Implementing a Cancellation Policy

I have also started charging a cancellation fee for appointments missed or not cancelled in advance. It is a challenge to force your clients to pay their cancellation fee and sometimes clients do not re-book knowing they have an outstanding amount which could feel as if one is losing clientele but, try to remember that the clients that constantly waste your time and mess you around are clients you don’t want anyways!

FREE Downloadable Cancellation Policy Template

• Have samples available

Have a color wheel of the colors you offer and sample designs or pictures easy excess-able, this saves time by not having to open bottles or pick up samples. You might be lucky and your client will choose her follow up color too. This is also a great way to keep your clients busy while they wait if they arrive early or you are running late.

The rest is up to you as the professional to uphold the time management in the salon.

Here are few tricks to improve your time in the nail salon

• Keep your salon neat & tidy

This way you won’t have to waste time looking for products and equipment.

• Keep a clock nearby

This will allow you to monitor your time without always having to look at your watch or cell phone. The best place to hang your clock would be across your work space above your client’s head on the wall. This trick also allows your eye muscles to focus further than 30cm.

• Keep timing.

Set an estimated time for how long you should spend on a set of nails, this includes preparation, building, filing etc and make sure you stay within this time frame. An example for a nail tech who uses an electric file with a re-balance fill could look as follow.

15 min – Product removal – With E file

30 min – Product Application

15 Min – E filing

15 min – Hand filing and shining

15 min – Payment and follow up booking

• Schedule enough time

If you know a client smokes or tends to be indecisive or difficult and it takes you longer. Allow for this and schedule enough time!

• Make follow up bookings

Schedule your clients next appointment whilst she is there, this prevents distractions and lengthy phone calls when busy with another client.

• Arrive early

Arrive 30 minutes earlier in the morning to attend to admin, get back to clients and familiarize yourself with what you have lined up for your day!

This statement by Karen Joy Fowler could not be truer and as a professional it should never be forgotten!

In a very cut-throat industry with a lot of competition and a nail salon on every corner, let us know by leaving a comment below on how you deal with Time Management?

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