By Winta Mebrahti
At JoLi Nails & Spa, a woman standing at the cash register placed her credit card, with her well-
manicured hand, on the palms of the woman with equally well-manicured hands. As she pays for
the services she received at the salon, the conversation that ensues is nothing like the idle chit chat
between client and the worker. It's different. The salon client described her stressful life and
expected advice from the cashier. She got it — that's part of the experience at this salon.
“Sometimes I feel like a little bit of a therapist,” co-owner Van (Joey) Tran said.
JoLi Nails & Spa has been open for a year and one month now. The name comes from a
combining the first two letters of Tran's name with the first two letters of his fiancee and co-owner
of the salon Lin Phan. Although the name suggests that the couple offers spa treatments, they don't.
The name was chosen for a smoother expansion in the future. Tran said they hope to offer massages
and facials to make the salon a one-stop shop. He explained that adding the “spa” to the name later
would mean they would have to re-register with Plattsburgh City and then the state, making the
expansion a longer process.
Though they don't offer those treatments yet and there are older establishments uptown,
Phan and Tran have been able to maintain a client base. Part of what makes their business stand out
is the couples interactions with clients, Tran said. When clients sit down on the elevated chairs to
get their pedicures or manicures, they feel comfortable enough to open up themselves, Phan added.
“If they're willing to do it (talk) I'll listen,” she said and explained that she wants to build
relationships with her clients and listening is key.
But advice isn't something they volunteer, and the couple doesn't ask clients to spill their
beans. Clients usually ask for the owners opinions, and just like a conversation with a friend, the
clients ask if one of the duo has experienced anything similar to what they are going through.
However, that doesn't meant they gossip.
“One thing you have to know how to do is let it go in one way and out the other,” Phan said
gesturing to her ears.
It's something Phan and Tran learned from their years of experience in the nail salon
industry. Phan started doing nails at a shop next to her high school when she was a senior. At that
time it was a way to get quick money, but she ended up staying because she enjoyed it.
“I always liked doing my nail,” Phan said. “I've always done those types of things since I
was a little girl.”
Phan worked at nail salons on and off while she tried to complete her college education, but
decided to do it full time when college didn't pan out for her. She moved to Plattsburgh in 2005 with
her mother so her mother could work at Phan's aunt's nail salon — her parents later started their
own nail salon uptown where Phan worked.
Tran got his start at a family business. Although it wasn't something he thought he would
consider, he said the Asian culture is one where children grow up to help their parents with their
businesses. Too many employees meant less money for the family, which is why daughters and sons
end up helping their parents, Tran said.
Tran fell for the business because he liked the interactions with people from different walks
of life. And those interactions paid off. Clients from where he used to work followed him. Two of
those clients are Laura Griffin and Pamela Pelkey who travel from Malone every three weeks to get
their nails done.
“We have a lot of fun when we're here,” Griffin said. “They make it a homey experience.
They're welcoming.”
Pelkey interjected and explained that they accommodate their young children, who
sometimes get massages while their mothers are getting their nails done. Another factor to their
loyalty to Phan and Tran is that they receive exactly what they want.
“I like how creative he is with his nail polish colors,” Pelkey said. “There's a blue color that
I particularly enjoy that he created.”
Tran said he creates the colors for the clients by mixing different nail polishes because
Winta Matteous-Mebrahti
Business Profile
sometimes clients want a specific nail polish color that aren't available.
Given their willingness to accommodate all their clients, it's easy to believe that JoLi Nails
& Spa has multiple nail technicians. It don't. Phan said they've had a hard time finding someone
who does nails the way their clients are accustomed to. And though business has been good, it's
been tough for the engaged couple who are planing for their summer wedding in Pennsylvania this
year. Simple things like re-stocking their shop is hard because they have to drive down to New York
City to get the items, Tran said.
However, their busy schedule doesn’t affect their clients. If they don't feel like they can give
their clients their all, they usually refer them to the nail salon uptown owned by Phan's parents.
They always return the favor. Phan explained that they don't compete with businesses uptown
because they all have loyal clients. Tran said that he would rather send them to a different nail salon
they know the clients might like than squeeze them in to make more money. It affects the quality of
their work. And that goes against their policy — the clients comes first.
“Before you leave if you're not happy you have to let me know,” Phan said. “I don't want
you to leave the shop not happy. I want you to leave happy.”
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