stacy
Well-Known Member
I've got a new client who booked in for gel overlays on toes and hands and a brow wax, I did her treatments on Tuesday last week. The lady usually goes to the local spa to get her treatments done and booked with me as she has a baby now so preferred a mobile treatment.
During the consultation, I talked her through the difference between an NSI gel overlay and an Orly Gel Fx overlay and she decided to go with the NSI gel overlay. I completed her toes and started on her hands, she already had what she said were coloured hard gel overlays on her hands that had been on for about 4 weeks. When I looked they were still perfect but had a large growth area and I explained that I would have to file them off and apply the new set as she wanted french but when I started to file I realised they were actually gel polish of some kind so removed them in the correct way. At this point I talked to the client again about the different overlays available and she was sure that she wanted the NSI gel overlays so I applied them to her hands before doing her brows.
The whole appointment was a nightmare as her little one demanded her attention throughout and I was there for a lot longer time than normal, as she was an old friend I didn't mind and she was also really apologetic about it all. By the time I'd finished her treatments I was absolutely drained and worried about the next appointment as I knew I couldn't spend so much time there in future so I even arranged for my sister to be there to babysit.
Anyway, I got a call on Thursday to say that her nails were lifting on her hands and looked a mess so even though I tried to book her in the following morning she wanted me there that evening so I returned to her after my last appointment. When I got there her index finger had broken off to half way down and the natural nail showed signs of stress where it had come off. When I asked her what had happened, she told me it had just come off and she hadn't done anything. The other nails looked perfect still so I fixed the nail that had broken and left.
I received a message yesterday stating that she wanted to give up on the nails as they aren't lasting. She said her big toe came off on Friday and on her right hand 2 have almost come off too and this had happened by Saturday.
I replied this morning, nicely of course, that I have a regular clientele and in all of my 10 years of doing nails I've never had a toe nail come off so I would consult with you guys and get back to her. I've also had a message and voicemail in the last hour asking when I can sort her out.
She says she isn't taking any medication, the nail I fixed did show signs of stress so it's obvious to me that it didn't just ping off, I haven't seen the other nails she's having problems with so can't comment but as for the toe nail - I'm amazed how that has come off.
The client is demanding but the only problem I have is that it doesn't look good on me as her previous gel polish application lasted very well. Not only is this gutting for me to not have a client 100% happy but this lady also knows a lot of people and I'd rather leave it on a good ending so how would you handle this?
Also to note - her baby has very bad eczema and she is using a lot of creams and bath products to sort the problem, I did wonder if this would have any impact on the gel and did mention to be careful at the time of application?
During the consultation, I talked her through the difference between an NSI gel overlay and an Orly Gel Fx overlay and she decided to go with the NSI gel overlay. I completed her toes and started on her hands, she already had what she said were coloured hard gel overlays on her hands that had been on for about 4 weeks. When I looked they were still perfect but had a large growth area and I explained that I would have to file them off and apply the new set as she wanted french but when I started to file I realised they were actually gel polish of some kind so removed them in the correct way. At this point I talked to the client again about the different overlays available and she was sure that she wanted the NSI gel overlays so I applied them to her hands before doing her brows.
The whole appointment was a nightmare as her little one demanded her attention throughout and I was there for a lot longer time than normal, as she was an old friend I didn't mind and she was also really apologetic about it all. By the time I'd finished her treatments I was absolutely drained and worried about the next appointment as I knew I couldn't spend so much time there in future so I even arranged for my sister to be there to babysit.
Anyway, I got a call on Thursday to say that her nails were lifting on her hands and looked a mess so even though I tried to book her in the following morning she wanted me there that evening so I returned to her after my last appointment. When I got there her index finger had broken off to half way down and the natural nail showed signs of stress where it had come off. When I asked her what had happened, she told me it had just come off and she hadn't done anything. The other nails looked perfect still so I fixed the nail that had broken and left.
I received a message yesterday stating that she wanted to give up on the nails as they aren't lasting. She said her big toe came off on Friday and on her right hand 2 have almost come off too and this had happened by Saturday.
I replied this morning, nicely of course, that I have a regular clientele and in all of my 10 years of doing nails I've never had a toe nail come off so I would consult with you guys and get back to her. I've also had a message and voicemail in the last hour asking when I can sort her out.
She says she isn't taking any medication, the nail I fixed did show signs of stress so it's obvious to me that it didn't just ping off, I haven't seen the other nails she's having problems with so can't comment but as for the toe nail - I'm amazed how that has come off.
The client is demanding but the only problem I have is that it doesn't look good on me as her previous gel polish application lasted very well. Not only is this gutting for me to not have a client 100% happy but this lady also knows a lot of people and I'd rather leave it on a good ending so how would you handle this?
Also to note - her baby has very bad eczema and she is using a lot of creams and bath products to sort the problem, I did wonder if this would have any impact on the gel and did mention to be careful at the time of application?
