Q: I’ve recently switched brands and it’s really not working out for me – in fact, I’m fairly confident I’ve lost a couple of clients from it. After careful consideration I have decided to change the product I use – should I publicly announce that I’m switching brands again?

A: No! I would not promote it – consistency is key to customer satisfaction and customers aren’t big fans of change. Instead of promoting it as a change, promote it as an improvement – announce that you have ‘added’ another brand to your range to provide even more choice in colour and more possibilities in nail art – really pump the benefits.

While you’re at it, contact those clients that disappeared and say ‘I’m trialling a new brand and I need a couple of ladies to help me out, would you mind wearing it for a couple of weeks for me? Totally free, and you can choose the colour’ – make it sound like they’re doing you a favour, and then when the new brand works really well, they will see it was the product that caused their issues, not you, and rebook. Or… they won’t, and you will know there are other areas of your business that might need work.

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