Client never came back......

[sweets_kay]

I did a natural nail overlay on a new client about 2 weeks ago...also did 3 tips to bring them all up to the same length.
During consultation, she admitted that she didn't usually look after her hands and nails - no use of handcream or cuticle oil, no gloves for housework, goes to the gym a lot so hands in a fair amount of water. I think she said she was on medication, though I'm not sure as her card is at the salon. Anyway, I did the set of nails in p/w acrylic and she she was happy with them - I was 95% happy (I'm never 100% happy - keeps me motivated). Before she left I gave her an aftercare card and advised her to get a good hand cream and cuticle oil which I coud retail to her (she said she'd think about it - never did get them)
A week later, I spoke to her on the phone and asked how she was getting along with her nails. She replied, not to good, they grown out and look really untidy and she's had to put polish over them. Said she's been banging them about a bit and in her words 'maybe its just me banging them about, oh I don't know.' Immediately I felt really bad and thought maybe its lifting and I didn't apply product properly etc. So I kept calm and told her to pop in the salon the next day and I would have a proper look and decide an appropriate course of action.
Well I haven't seen her since, so I'm wondering how she took them off and Lord know what's she told other people who could have been my potential clients.
I was thinking of calling her up and inviting her to the salon for a coffee to get some feedback from her,find out why she didn't pop in and if she's unhappy in anyway maybe offer her a free basic manicure to appease the situation....would love to know what you fellow geeks would do in this situation! Thanks x

 

[Zo Zo]

Firstly, try not to worry :hug:

Not all clients become regulars. There could be no end of reasons why she hasn't come back, and they are probably not personal to you. Also, don't assume she's bad mouthing you, she probably isn't!

I do think it's a good idea to invite her for a coffee / chat but some clients will be reluctant, depending on their personality and also because they may feel you are going to give them a hard sell... so make it very clear it is no obligation / no cost to her but that you would like her feedback for your own self improvement.

If she doesn't want to, don't worry, and move on.

Btw, my overlays (on my own nails) can look tatty within a week, simply because my nails grow mega fast. (Plus I don't oil etc :lol Everyone's different and you can't win 'em all.

Sounds like you've done a good job and been very professional, so I think you have nothing to worry about :hug:

 

[Sez]

I think you have dealt with it in a very professional way, and you have nothing to worry about. Everyone get 'One Offs' who dont return, for whatever reason its probably not your fault there in a mess as she probably hasnt kept up with her aftercare, or bothered to be careful with them. Maybe embarrassed by that fact she's reluctant to come back in.

Like Zo Zo said be careful how/if you approach the coffee meeting as it make look like you are trying to push a sale, you have already shown a good professional interest maybe you should let her slip by, there's plenty of loyal clients out there who will become keen regulars!

In our salon for new clients we always offer a weeks free repairs, as thats when most newbies have accidents with there nails...Then after that free week its up to them to look after them, most are surprised and very happy with the offer available, but most dont need it.

 

[trusim]

I did a natural nail overlay on a new client about 2 weeks ago...also did 3 tips to bring them all up to the same length.
During consultation, she admitted that she didn't usually look after her hands and nails - no use of handcream or cuticle oil, no gloves for housework, goes to the gym a lot so hands in a fair amount of water. I think she said she was on medication, though I'm not sure as her card is at the salon. Anyway, I did the set of nails in p/w acrylic and she she was happy with them - I was 95% happy (I'm never 100% happy - keeps me motivated). Before she left I gave her an aftercare card and advised her to get a good hand cream and cuticle oil which I coud retail to her (she said she'd think about it - never did get them)
A week later, I spoke to her on the phone and asked how she was getting along with her nails. She replied, not to good, they grown out and look really untidy and she's had to put polish over them. Said she's been banging them about a bit and in her words 'maybe its just me banging them about, oh I don't know.' Immediately I felt really bad and thought maybe its lifting and I didn't apply product properly etc. So I kept calm and told her to pop in the salon the next day and I would have a proper look and decide an appropriate course of action.
Well I haven't seen her since, so I'm wondering how she took them off and Lord know what's she told other people who could have been my potential clients.
I was thinking of calling her up and inviting her to the salon for a coffee to get some feedback from her,find out why she didn't pop in and if she's unhappy in anyway maybe offer her a free basic manicure to appease the situation....would love to know what you fellow geeks would do in this situation! Thanks x

It is most certainly not you, you have handled this situation wonderfully, and with so much professionalism, care and honesty.

She should be so grateful to have a wonderful Nail Tech like yourself.

We can only do so much for people, and like one of the other girls mentioned, some will stay loyal, but some don't.

Hope your week is a wonderful one.:green:

 

[sweets_kay]

Thanks All....I feel better already:hug: I know I'll see her again as she's a client of the hairdressers that I rent from, so I'll cross that bridge (of speaking to her) when/if I get to it!

Have a fabulous week all and thanks again!

 

[***juice***]

Aw I'm sure you've done nothing wrong!

I used to be quite...sporadic when I used to get my nails done - there was no rhyme or reason to when I'd get sick of having them on, go back and get them done etc (my poor tech must have hated me) - and to be honest, if her nails were THAT bad or she was unhappy, I'm sure she'd be in at the first opportunity.