When did you become a manager?In 1996, after I moved from California to the UK, when I worked as assistant manager in a Greenwich bookshop. I've been at Nails Inc for four years as manager.
What does management mean to you?Good management is when you walk into a place and you can see that the people who work there and the clients are content – everyone leaves with a big smile. It's about making sure that your team is happy. If they're happy, the client is happy. We've got a really good regular client base, and it's really cool when we've got a full bar. Head office and the girls want my nails to look nice, but I would rather be cleaning or doing a rota. I feel guilty sitting here, getting them done. I have false nails on at the moment. Our client base doesn't want anything looking too fake – ours are always very professional looking, very natural. We have a few who like fake diamonds, but most have to be conservative. Nightmare clients? There was one we couldn't fit in straightaway – she was a real diva. She got so upset that she yelled at me: 'You fat cow.' The girls were really mad and even the clients gasped, but I found it quite funny. I just said: 'Darling, I just hope you have a really nice day.'
What do you love/hate about it?I love the people – it's so social. But you can't have an off day.