Nail technician shares one habit you should never do when getting nails done

With more than 100,000 missed appointments recorded over just four months on Fresha, businesses are estimated to have lost £2,638,277.60 in revenue in 2024. But is the root cause a lack of salon etiquette?

Understanding proper nail salon etiquette is essential to maintaining respectful and productive client-technician relationships. Bad habits, such as skipping appointments without notice or creating awkward situations, can lead to a tense atmosphere in salons. As the holiday season approaches, when salons experience their busiest period, these missteps can result in not only financial setbacks but also operational disruptions that hinder growth for both salons and independent professionals.

To shed light on the dos and don’ts of visiting a salon, Fresha, the leading beauty and wellness marketplace, spoke with April Arabella, nail technician at Cherry Bomb Nails, and Freya Poppy Bowden, nail artist at Sugar Rush Studios.

Here are their top tips:

1. Research the service you want

April points out that clients often misunderstand nail terminology, which can lead to disappointment.

“Clients frequently book add-ons, like BIAB, without fully understanding what it is—sometimes just because their friend mentioned it,” she explains. “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 advice, adding that preparation is crucial, especially for intricate designs.

“Some clients assume they can walk in and request elaborate, hand-painted nail art on the spot, not realizing 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 suggests.

2. DON’T be a no-show without notice

No-shows and last-minute cancellations are a major issue for self-employed nail technicians.

“Most nail techs have a cancellation policy to protect their income,” April explains. “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 takes a firm stance, enforcing a policy where cancellations within 48 hours or no-shows require clients to pay the full service amount.

“We’re very busy, and it’s not fair to lose income for time we’ve set aside,” she emphasizes.

3. Communicate honestly with your technician

Open communication can prevent discomfort and ensure a positive experience.

April advises 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, highlights the importance of 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 practicing 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.