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Lesson 24: Client Communication Scripts (Objections, Fixes & Luxury Boundaries)

NT101-M06-L05

M06-L05

Beginner

By the end of this lesson, students will be able to:

[ ] Handle common client communication scenarios professionally (price objections, late clients, repair requests, dissatisfaction).
[ ] Use luxury conflict-resolution language that protects boundaries without being rude.
[ ] Create 5 “go-to scripts” for policies, rebooking, and referrals.
[ ] Set expectations for service outcomes and maintenance to reduce misunderstandings.

Communication is part of the service

Luxury isn’t just nails—it’s how clients feel when you talk to them, especially when something goes wrong.

1) The 3-step luxury response

Acknowledge: “I hear you.”

Clarify: ask one question to understand.

Offer options: “Here’s what I can do.”

2) Scripts for the most common scenarios

Price objection

“My pricing reflects my time, products, and the level of detail I provide. If you want a lower price point, I can recommend a simpler option.”

Late client

“I can still take you, but we’ll need to adjust the service to stay on schedule.”

Fix/repair request

“I’m happy to take care of you. Fixes are complimentary within days if it’s a service issue. After that, repairs are $ per nail.”

Client wants longer nails than recommended

“I can do that length, but based on your lifestyle, it may not last. My recommendation is ___ for the best retention.”

Unhappy client (before they leave)

“Thank you for telling me. What specifically would you like adjusted—shape, length, or finish?”

3) Expectation setting (prevents problems)

Confirm shape/length/design before starting.

Confirm what’s included (repairs? nail art? removal?).

Confirm maintenance timing (2–3 weeks).

4) Luxury standard

Luxury communication is:

calm

short

consistent

policy-backed

Instructor demonstrates:
<ol class="font_8">
<li>Saying policies calmly (late/cancel/fix).</li>
<li>Handling a price objection.</li>
<li>Handling an unhappy client with options.</li>
<li>Closing the service with a satisfaction check + rebooking line.</li>
</ol>
What to watch for:
<ul class="font_8">
<li>Calm tone, no apology.</li>
<li>Short scripts.</li>
<li>Clear next step.</li>
</ul>

Instructor coaches students through the skill.

Guided practice flow (15–25 min)

Students write 5 scripts (price, late, cancel, fix, rebook).
Partner role-play: run through 5 scenarios.
Coach refines tone: remove extra words and apologies.

Coach’s checklist:

[ ] Scripts are short and clear
[ ] Policies referenced correctly
[ ] Options offered without discounting
[ ] Tone stays calm and professional

Ask AI to Role Play

Role play a late client who is upset.
Role play a client asking for a discount.

Ask AI to Rewrite

Rewrite my policy scripts to sound more luxury and confident.

Students perform the skill independently with a clear challenge.
<ul class="font_8">
<li>Challenge prompt: Complete 8 scenario cards and respond with the correct luxury script.</li>
<li>Success criteria:Correct policy/response 
Professional tone 
Clear next step 
</li>
<li>Time limit (optional): 15 minutes</li>
<li>Submission (photo/video/notes): Written scripts or recorded role-play</li>
</ul>

Workbook pages: 1 (My Script Bank) + 1 (Scenario Practice)
Homework:
<ul class="font_8">
<li>Write your final script bank and save it where you can access it daily.</li>
<li>Practice scripts 5 minutes/day for 1 week.</li>
</ul>
Reflection prompt: Which script will protect your business the most right now?

MASTER

Completion:

[ ] Theory Complete
[ ] Workbook Complete
[ ] Practical Complete
[ ] Assessment Passed
[ ] Instructor Approved