Emily Case
Well-Known Member
Hi all. How are you enjoying this weather?!
Last week I had a client buy a Mother's Day Package for his mum, which included an express manicure voucher. He was going to pick the gift bag up from me but he has recently had an operation so I went out of my way in the pouring rain on Friday to deliver the gift package to him for her. His mum was really pleased with the treatment, she had a french manicure (using CND Colour/Effects and Stickey/Shiney). I also did a kid's mini mani & pedi on his daughter, who I have met before.
Unfortunately, my phone was out of action for a few hours yesterday but when I turned it back on again I received a text saying:
"Hi Emily I have been trying to phone you. I am disappointed with my nails . I have worn gloves all the time for dishes and yet they only lasted two days. Please can u call or text me to discuss? Thank you kind regards ."
I am a bit gutted to be honest but is this normal? It's never happened before but at the same time I don't do a lot of polish manis any more. I did say at the appointment that I can't guarantee nail polish but that she can upgrade to Shellac if she wanted (her son sent her with some extra money in case she wanted to).
I replied with the following:
"Hi [insert name here], my sincerest apologies for not being available - I've had problems with my phone today. I'm sorry you're disappointed with your manicure, if you'd like to arrange an appointment with me I will apply your polish free of charge - this has never happened before so I hope it's a simple problem that I can rectify easily. Kindest regards, Emily xx"
:| I have to say, I would be a bit miffed too if it was me. So I have offered to reapply the polish as a goodwill gesture (and will be stating this when she arrives). It will only take a few minutes... But I love my CND Polishes, and like I said this has NEVER happened before. I did a set of dinosaur nails on a 9 year old a couple of weeks ago and they lasted 6 days! So I don't believe it was my fault... but I wouldn't want any client unhappy.
What's done is done now and I will let you know what she says if she replies but, if this ever happens again, would any of you have handled it differently?
xxx
Last week I had a client buy a Mother's Day Package for his mum, which included an express manicure voucher. He was going to pick the gift bag up from me but he has recently had an operation so I went out of my way in the pouring rain on Friday to deliver the gift package to him for her. His mum was really pleased with the treatment, she had a french manicure (using CND Colour/Effects and Stickey/Shiney). I also did a kid's mini mani & pedi on his daughter, who I have met before.
Unfortunately, my phone was out of action for a few hours yesterday but when I turned it back on again I received a text saying:
"Hi Emily I have been trying to phone you. I am disappointed with my nails . I have worn gloves all the time for dishes and yet they only lasted two days. Please can u call or text me to discuss? Thank you kind regards ."
I am a bit gutted to be honest but is this normal? It's never happened before but at the same time I don't do a lot of polish manis any more. I did say at the appointment that I can't guarantee nail polish but that she can upgrade to Shellac if she wanted (her son sent her with some extra money in case she wanted to).
I replied with the following:
"Hi [insert name here], my sincerest apologies for not being available - I've had problems with my phone today. I'm sorry you're disappointed with your manicure, if you'd like to arrange an appointment with me I will apply your polish free of charge - this has never happened before so I hope it's a simple problem that I can rectify easily. Kindest regards, Emily xx"
:| I have to say, I would be a bit miffed too if it was me. So I have offered to reapply the polish as a goodwill gesture (and will be stating this when she arrives). It will only take a few minutes... But I love my CND Polishes, and like I said this has NEVER happened before. I did a set of dinosaur nails on a 9 year old a couple of weeks ago and they lasted 6 days! So I don't believe it was my fault... but I wouldn't want any client unhappy.
What's done is done now and I will let you know what she says if she replies but, if this ever happens again, would any of you have handled it differently?
xxx
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