With over 28 years of experience specializing in natural nail care—from celebrity house calls to working on film and commercial sets—I’ve had the privilege of seeing the nail industry from many angles. As the Director of Education for VB Cosmetics, the makers of the revolutionary Dazzle Dry system, I’ve also had the opportunity to meet countless Spa Directors, Nail Technicians, and Guests.
One conversation continues to repeat itself:
Why do spas struggle to staff and retain nail techs?
Why is the nail department the least profitable—and most complained-about—area of the spa?
These are not just isolated challenges. They are systemic.
The Real Talk No One Wants to Say Out Loud
Let’s address the elephant in the spa:
- Spa Directors often share that their nail departments suffer from the highest turnover, the most guest complaints, and the lowest profit margins.
- Nail Technicians say they are rushed, under-supported, and not given the time or education to perform with excellence.
- Guests—paying premium spa prices—are often left with results no better than what they’d receive at a discount salon.
Here’s the harsh reality:
When time is compressed and expectations are sky-high, quality suffers. And when quality suffers, so does retention—of both clients and staff.
What Nail Techs Want—And Deserve
When I speak privately with nail techs, they aren’t asking for the world. They’re asking for time. Time to perform services without compromising the guest’s safety or the final result. Time to be artists, not robots. Time to connect, not just complete.
When I speak with Spa Directors, they’re asking for help too. Help in reducing guest complaints, improving polish longevity, and minimizing refunds.
Both sides are asking for the same thing in different ways: Better structure. Better support. And more respect for the craft of natural nail care.
Let’s Get Real About the Service Model
The pressure to go faster—fit more guests into the same hour—is hurting everyone. We wouldn’t rush a facial or a massage the way we rush a manicure. Yet, nail techs are often forced to fit a multi-step service into a 30-40 minute window.
Speed is not synonymous with excellence. Precision, personalization, and presence are.
And here’s the truth: Guests remember how long a service took. But more than that, they remember how it made them feel. Were they seen? Cared for? Relaxed?
So, What’s the Solution?
Here are simple, actionable changes any spa can implement:
- Slow down. Build realistic timeframes into your service menu.
- Charge appropriately. Price reflects value. Premium experiences justify premium prices.
- Train often. Ongoing education empowers nail techs to grow and elevate their performance.
- Respect the specialty. Hire dedicated Nail Professionals, not just dual-licensed generalists.
- Offer practical enhancements that add value without significantly increasing time:
- Aromatherapy, hot/cold teas, neck wraps
- Himalayan salt hand/foot domes
- Sunblock finish, guided meditation headphones
- Skin-tone color consultations
- Customized “prescription” care cards and retail suggestions
- Upgrade options like dry brushing, glycolic hand peels, or “Red Carpet” treatments
Invest in Your Nail Department Like It Matters—Because It Does
Spas are in the business of wellness, beauty, and transformation. Nail services can be—and should be—part of that holistic experience, not an afterthought.
When nail techs feel seen, supported, and valued, they stay. When guests receive exceptional, personalized services, they return. And when services are done right the first time, complaints and refunds go down—while profitability goes up.
Let’s stop trying to be the fastest. Let’s start being the best.
This Is an Invitation to Reimagine
This is not an overnight fix, but it’s the beginning of a much-needed shift.
I invite Spa Owners, Directors, and Managers to challenge the way nail care is structured in your business. Let’s move from rushed to refined. From underperforming to outstanding. Let’s elevate the nail experience and those who provide it.
Together, we can create a more sustainable, successful, and soul-nourishing future for nail professionals—and the guests they serve.
By Silva Nahabedian, Director of Education at VB Cosmetics | Natural Nail Care Specialist & Licensed Instructor
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