Client Demands!

[Barbiekc84]

Hi all,
I have a client tonight who normally comes to me every two weeks, due to her going on holiday she is overdue her appointment and I haven't seen her for 4 weeks. She has lost two nails and says the rest are in desparate need of repair. The tricky bit is she seems to be demanding that I soak them all off and start again.

I feel bad that they haven't lasted well, although part of me logically thinks that they wouldn't last after 4 weeks (especially after a 2 week holiday abroad?) Do I soak them off to please her and start afresh or try to repair them as they are? If I try to repair and they don't turn out well i'm afriad she will go elsewhere to get a better set done.

What do you do? Listen to client and give her what she wants or try and salvage what she already has?

Thanks

Kelly x

 

[Urban Geek]

For my clients who keep their appointments every 2-3 weeks or at my recommendation, I often don't charge for the first repair or two. However, clients who stretch out their maintenance beyond 3 weeks if I have recommended, I charge for every single repair and also a bit extra for the general extra work involved.

I have a client who comes to me every 5 weeks but to be honest the maintenance isn't much more work that some that come every 2-3 weeks so I bear that in mind in my costing.

If your client needs/wants a soak off, you should sure charge accordingly for it. Your time is money so you shouldn't give away any of your services free.

 

[femmefan]

I would let the client know that you will discuss the options with her once you have seen the condition of the nails first hand. The question of whether or not to replace them may be apparent on inspection ie if they are really in a bad way and would take too long to repair then do as she asks and soak them off (you must charge accordingly). If it is a toss up between the two options then work out the cost for her for each and let her decide. You must be realistic with your costs though - the extra expense may just make her think twice about leaving it so long next time. My clients always book an extra appointment a couple of days before going on a long holiday just to get them up to scratch and then it's not too much work when they get back. It usually saves them money in the longrun.

Cheers,
Hazel

 

[poshpinks]

hi ~I think i would wait till i saw the nails and then decided if i could repair them or if they were in too bad a state then soak them off and start again. untill you see them you wont be able to make a dicision , also remember you are the nail tech your the one thats qualified not the client.

 

[carri]

I would assess nails on arrival and soak off and re apply if necessary. I would rather the nails be perfect as they are what advertises your business most! however i would definately charge the extra for your time. in the salon where i rent a table we charge 35 for a full set and 20 for a soak off with mani but if you have both it's 45.
hope that helps! xx:biggrin:

 

[Barbiekc84]

thanks for everyone's help, they weren't as bad as she had suggested when she turned up but there was a lot of lifting as her nails had got too long. I only had to soak off two that she had stuck down herself (not impressed!) had to replace two that she broke and the others I rescued but it took me an hour longer than usual so I charged her what I would have for a full set.

Kelly x