Bad habits in nail salons can lead to a tense atmosphere in nail salons, and with the festive season fast approaching, it is more important than ever to maintain salon etiquette
Over a four-month period, more than 100,000 missed appointments were recorded on Fresha, leading to an estimated loss of £2,638,277.60 in revenue for businesses in 2024. But could the root cause be a lack of salon etiquette?
Understanding proper nail salon etiquette is crucial for maintaining respectful and productive relationships between clients and technicians.
Poor habits, such as missing appointments without notice or creating uncomfortable situations, can create a tense atmosphere in salons. As the holiday season approaches, when salons are at their busiest, these missteps can lead not only to financial losses but also operational disruptions that hinder growth for both salons and independent professionals.
To highlight the dos and don’ts of salon visits, Fresha, the leading beauty and wellness marketplace, spoke with April Arabella, a nail technician at Cherry Bomb Nails, and Freya Poppy Bowden, a nail artist at Sugar Rush Studios.
Here are their top tips:
Research the service you want
April notes that clients often misunderstand nail terminology, which can lead to disappointment, reports the Manchester Evening News.
“Clients frequently book add-ons, like BIAB, without fully understanding what it is sometimes just because their friend mentioned it,” she says. “While I always allow time at the start of appointments to discuss their goals, it’s best if clients research beforehand. Checking a nail artist’s Instagram or website to see if their design style matches your vision can save us both time.”
Freya echoes this sentiment, stressing the importance of being prepared, particularly for complex designs. “Some clients assume they can walk in and request elaborate, hand-painted nail art on the spot, not realising it takes hours. If you’re on a time limit or get restless, ask your nail artist for an estimated timeframe before we start to avoid misunderstandings,” she advises.
Don’t be a no-show without notice
No-shows and last-minute cancellations are a big problem for self-employed nail technicians. “Most nail techs have a cancellation policy to protect their income,” April says.
“Time is money, and when someone cancels at the last minute, it’s hard to fill that slot. I clearly outline my cancellation policy when clients book to ensure transparency.”
Freya is strict about her policy, insisting that cancellations within 48 hours or no-shows mean clients must pay the full service amount. “We’re very busy, and it’s not fair to lose income for time we’ve set aside,” she asserts.
Communicate honestly with your technician
Having an open line of communication can prevent any discomfort and ensure a positive experience. April encourages clients to speak up if something feels wrong.
“I encourage clients to tell me if anything hurts or feels uncomfortable during the appointment. Starting with this kind of openness builds trust and shows I’m here to listen.”
Sophie Vongkhamsao, Senior Beauty and Content Marketing Specialist at Fresha, also underscores the need for mutual respect in the salon experience.
“At Fresha, we’re dedicated to supporting the beauty and wellness industry. For clients, timely arrivals, thoughtful bookings, and clear communication are highly valued. For nail technicians, cultivating loyalty through transparency, managing expectations, and offering flexible rescheduling options is key. By practising these courtesies, both clients and professionals can create a rewarding salon experience, especially during the bustling holiday season.”
With salons busier than ever, understanding and practising good etiquette is vital to ensuring smooth operations and strong relationships in the beauty industry.
