Acrylics falling off?

[Millie123]

Hi guys

I'm wondering how you all respond to clients who have complaints... a girl who has possibly her 5th set of acrylics on from me and had no previous problems has contacted me after a week saying she has had to stick 8 of her nails back on and stating she hasn't been doing anything differently.

I responded saying i hadn't used any different products as she asked and said I had also done my own nails in these products and have had them on for two weeks now.

I'm not willing to offer any form of discount as my rates are cheap.

 

[nailpod]

Hi there,
Reading your post it appears you already defensive and not open to negotiation or Criticism, you wanting us to tell you that your response was the right thing and you in the right.? Yes ?No?
(Your last two paragraphs are quite strong)

Firstly : if my therapist sent me a message I would not come back.
We are after all human. We make mistakes, the human body is not an exact science. So your reply saying you have had them on yourself and they fine, is just to me shows you already defensive and in your mind you have done nothing wrong. Instantly you sending a subliminal msg to her saying "hey dude YOU must have done something cos I havnt".

When ppl criticise us , it is normal for us to defend ourselves , you are not abnormal or weird or anything wrong with you at all. It takes a lot of self restraint and maturity to Remain calm and reply in a better manner.

I would have asked your client to please pop in at her earliest convenience, within this week, for you to have a look at her nails. Perhaps she is over exaggerating or perhaps she lied or she might be telling the truth, you don't know. Unless she comes in.

I am not going to go into why they might have lifted as I am sure you have double checked yourself.
Please try to hit he offended with my reply as it was intended with the utmost good intention to "grab ur attention" to a few tips or pointers.

Good luck and I hope you able to resolve this issue with your client.

 

[Millie123]

Hi

Thank you for the response I am just looking for advice as I don't know how to deal with some queries so I will take that on board!

I find some stuff on here conflicting where people might say absolutely do not offer a refund etc so its nice to get opinions on how to respond

X

 

[blossom]

it seems odd that she had no trouble before, id certainly ask her if she came to you straight from swimming or a long soak, as it does sound like the nails didnt even adhere properly in the first place. i would also ask if she has started taking any new medication esp hormonal or antibiotics as the nailbed is porous and can be affected by that, as crazy as it sounds.

its so tricky to know how to play it isnt it. personally if i liked her and valued her repeat custom i wouldnt refund but would re-do for free but then i am a bit of a softy. but to me, whatever it was that went wrong, an hour and a bit of product is worth it for a regular customer. and if shes been 5 times already it does look like she would be regular. i completely understand that youve followed all the usual steps and this time have a completely different result - i do hate not knowing why things happen, dont you?

apologies for no capitals etc, im on my knackered laptop lol

 

[neko]

I agree with blossom, I would not offer a refund, but would be more inclined to offer a re-do - she has had five sets from you and is a repeat client. I'd be trying to "keep her sweet" to a certain degree. If she keeps returning with complaints, that's a different matter, but if this is the first time I would redo.

 

[Millie123]

it seems odd that she had no trouble before, id certainly ask her if she came to you straight from swimming or a long soak, as it does sound like the nails didnt even adhere properly in the first place. i would also ask if she has started taking any new medication esp hormonal or antibiotics as the nailbed is porous and can be affected by that, as crazy as it sounds.

its so tricky to know how to play it isnt it. personally if i liked her and valued her repeat custom i wouldnt refund but would re-do for free but then i am a bit of a softy. but to me, whatever it was that went wrong, an hour and a bit of product is worth it for a regular customer. and if shes been 5 times already it does look like she would be regular. i completely understand that youve followed all the usual steps and this time have a completely different result - i do hate not knowing why things happen, dont you?

apologies for no capitals etc, im on my knackered laptop lol

Yeah

 

[Millie123]

Yeah it's so frustrating not knowing. I have found some people have taken advantage of my kind nature before but I don't believe this client would! As she has stuck them back on I told her to send me a pic of her nail bed if one comes off that hasn't previously. She was happy with that and we discussed a few things that might of caused it but none if which u have mentioned so thanks for that. If she contacts me further I will definitely replace

 

[Millie123]

I agree with blossom, I would not offer a refund, but would be more inclined to offer a re-do - she has had five sets from you and is a repeat client. I'd be trying to "keep her sweet" to a certain degree. If she keeps returning with complaints, that's a different matter, but if this is the first time I would redo.

 

[Millie123]

Out of interest what do you do with the repeat complainers? I had a girl use me for 4 months for gel nails who had oily nails so she didn't get long out of them anyway but was also very particular. Even tho I knew it was an issue out of my control I felt like the appointments started getting to me which was a shame because she was a nice girl. Again I offered free sets just to make sure it wasn't anything to do with me xx

 

[blossom]

With repeat complainers I suggest that I completely understand if they want to try somewhere else as they're obv not happy

Some people though just cannot seem to keep them on, no matter who does them

If they're not nice people I am fully booked [emoji6]

Happily it's not a common occurrence lol xx

 

[Millie123]

With repeat complainers I suggest that I completely understand if they want to try somewhere else as they're obv not happy

Some people though just cannot seem to keep them on, no matter who does them

If they're not nice people I am fully booked [emoji6]

Happily it's not a common occurrence lol xx

 

[Millie123]

Thanks for being so helpful xx

 

[Beautyblitz]

I had a client message me tonight saying her gel nails have been on 5 days and 3 have come off. I offered to fix them or give a refund if she wasn't satisfied. She chose the refund.
I did explain to her that it was as frustrating for me as it was for her as I didn't want her to think it was my application. I also said I know it's not the application because I have several clients return regularly for infills . I guess the gel just doesn't work for her?

I feel very deflated though. You try so hard to make a good job then someone comes back like that and you feel a failure .

 

[Millie123]

Is that gel extensions you are talking about as opposed to gel varnish?

That's a good way to describe it feeling deflated! I usually totally beat myself up for a few days and then I get over it! It's reassuring that it happens to us all! I think working for yourself is most definitely full of ups and downs when you have to take responsibility for everything

 

[NicDox]

Yep I'm a firm believer in no on refund but "I'm so sorry this has happened. Why don't you come in, we can take a look at them and see where WE might of gone wrong and I really don't remind replacing/redoing the lifted nails for free and checking all the other Nails at the same time". In the redo appointment I will try to educate the client at the same time and say this is something we will have to keep an eye on, message me pictures etc with any concerns and we will see how we go. Sixth sense kicks in when they are taking you for a ride and you can then say "I don't feel this is working for you. We can either try another product (as in gel polish, smoothing gel etc) or I can refer you onto another excellent tech who specialises in L&P etc"