How a Nail Salon Owner Turned Skepticism into Loyalty (and What Every Business Owner Can Learn)
I get a pedicure once a year. My mom treats me every time I’m in her neck of the woods.
Yesterday, after lunch, she started scrolling through Google to find a nearby salon.
“This one has five stars!” she said hopefully.
“How many reviews?” I asked, skeptically.
“Thirty-five.”
“Oh, probably fake,” I muttered.
Still, we went.
When we pulled up, the name didn’t match the one on Google, and a big banner hung across the window:
“Under New Management — All Services 20% Off!”
My mom and I exchanged looks, both a little wary—but we went in anyway.
Inside, it was quiet. One customer sat getting her nails done while a young man greeted us with a big smile.
“Choose your color! Make sure to sign in. Can I get you anything to drink? Water?”
He was bursting with energy—almost too much at first—but his kindness put me at ease. Within minutes, my mom and I were settled into massage chairs, our feet soaking in perfectly warm water.
As he worked, we chatted about food, life, and business. He told us he’d recently remodeled the salon and that business had been slow since reopening. When we mentioned finding the place on Google, his face lit up.
He explained that if we left a review, we could show him how many Google points we earned (apparently Google gives reviewers points based on review length!) and get a discount. Then he brought out a small placard with a QR code, making it super easy to do right then and there.
And suddenly, I understood why he had five stars.
They weren’t fake. They were earned—through genuine care, vulnerability, and thoughtful follow-through.
7 Simple Things This Nail Salon Owner Did Right (That You Can Steal for Your Business)
Here’s what this salon owner did that every small business owner can emulate:
1. Made It Easy to Find Him
He had an updated Google profile with photos, hours, and a visible promotion banner. Even with the new management, people could still find him online.
👉 If people can’t find you, they can’t hire you.
2. Welcomed Us Warmly (Without Overdoing It)
His energy was high, but his sincerity balanced it out. He wasn’t robotic—he was human.
👉 Your warmth is your brand.
3. Created a Relaxing, Quality Experience
The details mattered: the perfect water temperature, clean tools, and comfortable chairs.
👉 The basics are your best marketing. Nail them—pun intended.
4. Asked for Feedback with Vulnerability
He didn’t pretend everything was perfect. He told us he had just remodeled and business was slow. His honesty made us want to help him.
👉 Authenticity builds connection faster than any ad ever could.
5. Incentivized Reviews (Ethically)
He offered a discount for a Google review—transparent, fair, and mutually beneficial.
👉 People love to feel appreciated for supporting small business.
6. Made It Seamless
He handed us a QR code and explained the quick process. No friction, no delay.
👉 Remove as many steps as possible between your customer’s goodwill and your result.
7. Showed Gratitude
He thanked us multiple times for coming, asked if we needed anything, and genuinely cared about the experience.
👉 Gratitude costs nothing, but it creates everything—trust, loyalty, and word-of-mouth.
The Takeaway: Kindness Scales
We walked in skeptical. We left relaxed, impressed, and ready to tell everyone about it—including you.
That’s what happens when you mix vulnerability with genuine service:
You turn strangers into supporters.
Customers into marketers.
Transactions into relationships.
So if you’re building a business—especially one that’s just getting off the ground—remember:
Algorithms might change. But kindness, humility, and connection never go out of style.