Nail Salon Epiphany

Tracy does my nails. I have an exclusive, albeit only in my head, contract with her, alone, to tend and maintain all twenty of my phalanges. We’re coming up on our three-year anniversary in a couple of months and Tracy recently gave me her cell phone number so I can text her directly to schedule my mani/pedi. So we’re at that level of commitment.?

Last week I messaged Tracy, asking for a slot in her day; it was time to update my color. I showed up promptly at four o’clock, handed Tracy my bag of polishes (I always bring my own), and turned on the chair massage. Settling back with my (also always with me) book du jour I relaxed into knowing everything was now taken care of and my only responsibility was to be sure I tipped well at the end of this service.?

Exactly 18 hours later, at 10:30 Thursday morning, I cracked the big toenail of my left foot. It was an innocent ottoman relocation stunt that resulted in my using the direct-line to my pedicurist, begging for help. Tracy gave me a time to come back and I showed up early, bag of polishes in-hand. In a matter of minutes, a torn paper towel, some adhesive, and fresh polish I was as good as new. My toenail would have to be inspected microscopically for you to notice any disruption or visible flaw. Impressed? I was beyond thrilled, amazed, and deeply grateful to Tracy for her mastery of trade.

She refused to take any money from me. We argued back and forth and she was having none of it. I left the salon better than I entered, but questioning the entire transaction of which I’d just been privy. I, the customer, wanted to compensate her, the service provider, for the labor she’d provided. She refused.

I spent a lot of time reviewing that situation. I discussed it with my husband, a landscape architect, and with Lisa Fields, the owner of Media Staffing Network. I looked through my own lens as a leadership coach, and you probably landed on the big picture quicker than it’s taken me to type this story down.?

Business owner Tracy gets it. She understands that she depends on me to keep coming back, manicure after manicure, to give her the repeat business she builds her business on. The five-minute fix of a broken toenail is her investment back into me; it’s her way of thanking me for continuing to call. She needs me in the same way that I need her. Our relationship is symbiotic and requires both of us making deposits for it to grow.?

I needed this up close and personal demonstration of relationship building to remind me to check in on my own customers. In what ways am I investing in them, thanking them for their repeat business? Do they feel special because they have my direct number and can reach me when they have something that’s broken that I can easily and quickly fix?

I can’t wait to see Tracy for my next appointment. She gets all my nail money and then some, because she gets me, and I love how much she understands my specific needs.

What are the “five-minute fixes” you provide for your repeat customers? How do you thank your clients for coming back?

I appreciate you and the time you took out of your day to read this! You can find more articles like this from me on my blog armindalindsay.com, and while you’re there take a look at my Write With Me club, and my coaching programs. I publish different (less professional, more personal) articles on Substack and Medium, while updating my stories over on Instagram. I look forward to connecting with you.