Clients keep moaning! Getting me down

[hairbykatie]

Hi everyone,

I just wanted to share something to see if anyone had any words of wisdom.

Recently I've had a few clients text/call me about their hair extensions, and each time it is to do with them not looking after them properly. Example no. 1 - a girl text about a few of the extensions coming out, to which I asked her if she had being using the correct brush and doing it gently, holiding the roots etc. She said she 'well I suppose I do brush quite vigorously' - Go figure! But of course I feel like its me fault.

No 2 - a girl used normal hairspray on the extensions after curling them with tongs then slept on it and tried to wash it, which is when I was then called out to untangle it! On my aftercare sheet it says not to use hairspray, and if you do, use very little and brush it out before bed. I was there for an hour detangling it - and didn't charge - because I felt it was somehow my fault! Another girl has since text me about this . .

No. 3 - I fitted some streaks for a girl at the price of £50 for blonde flashes at the front approx 15 each side. She text me to say her friends couldn't tell the difference! (her hair colour was 1 and the extensions were a 613!)

Its really getting to me now! I can't do right for doing wrong! It seems like more and more people are trying to get something for nothing these days.

I also am not sure about my prices, I might just put them up and fit the very best in hair, rather than what I can afford to fit. (My prices are on my website if you want to look - but I am cheaper than my competitors in the area)

Any thoughts??

 

[Beautification]

Where do u advertise?

 

[minky]

Hi Katie, most hair extensionists won't buy the processed coated hair any more ,

most go for quality hair , as it's not processed or coated with silicone and won't slip out of the bond or link as easily ,

also you can put hairspray the hair and treat it like just your own and it won't tangle up or matt like processed hair does ,
it works out cheaper in the long run because the client can re use the hair
over and over ,

I would save yourself all the hassle and get the better quality hair,
because it's you that getting the backlash to sort it all out
when really it's the hair that is to blame ,

but if you try complaining to the companys that sell this processed stuff they usually won't take any responibility and they always blame the client ,

 

[hairbykatie]

Where do u advertise?

Hi,

I advertise in local salons, on gumtree and on facebook. When I have saved up enough I am going to go in a local fashion magazine - the equivalent to an ok! type magazine.

I was thinking I might buy the better hair, but it would mean putting my prices up and i'm not sure if that would put people off?

Thanks for your replies

 

[Meesh B]

Just a personal opinion from a consumer point of view not a hair specialist, if I was going to get extensions I would want to make sure that I was getting good quality hair and would expect to pay prices accordingly. I think with most things you only get once chance to make a first impression so if the product and end result is right you will get much more positive feedback and recommendations word of mouth and so on. Also when advertising you can boast about the quality of the hair etc and I think this again will give clients more confidence in your services and product.

Regarding the complaints unfortunately no matter how hard you try some people don't listen to aftercare advice no matter how hard you try. The majority of people know when it is their own fault but because they have paid a lot of money they feel the need to complain which is understandable. I would say just learn from the experience and keep your chin up we work in the world of service and it comes with the territory.

Good luck x :hug:

 

[Tantrum]

Hi
i know how your feeling, the same happened to me a few years back.
it's the hair thats the problem, i'm using virgin hair now and the difference is great. i wear them all the time and to be honest i dont do a thing right (if my client told me that i'd go mad haha)

but i never ever get tangles, i even removed them after 3 months n was too eager to have them back in so retipped them n straight back in n got another 3 months.
i know they seem expensive but people dont seem to mind when they feel the quality n people around them will definately notice so hopefully more bookings.

oh by the way for quick extensions try the V pattern in 2 rows. i have that at the moment n it looks well, my hair is very layered n below shoulder.

good luck with them xxx

 

[Princess*laura]

Thats so strange about the tangles. Do you think she was doing something else to them?
i have had hair extensions for 4 years (so addictive) and i dont look after them atall really. I treat them like normal hair, same shampoo same brush same hairspray. I curl them and straighten them and i brush them quite roughly and never have problems.
They last ages and still look as good as the day i get them, hardly any come out.

 

[hairbykatie]

That sounds good, what hair have you being using?

At the moment I am charging £199 for a full head of micro ring, £249 for a full head of hot fusion. If the price of my hair went up my prices would have to go up, what kind of price ranges do you guys charge?

Also, any tips on the best glue / rings to use?

Thanks again x

 

[persianista]

Hi
I only use top quality european hair for extensions as I cant be arsed with all the moaning you get with cheap hair.
Your prices are cheaper than the prices I pay just for the hair!!!
Surely your clients must be aware that they are not getting cheryl cole quality hair for that money.
You could offer two options
1. supercheap (as you are doing now) with no aftercare or guarantee
2. top quality european hair extesions with a 3 month aftercare guarantee.

 

[minky]

Hi
I only use top quality european hair for extensions as I cant be arsed with all the moaning you get with cheap hair.
Your prices are cheaper than the prices I pay just for the hair!!!
Surely your clients must be aware that they are not getting cheryl cole quality hair for that money.
You could offer two options
1. supercheap (as you are doing now) with no aftercare or guarantee
2. top quality european hair extesions with a 3 month aftercare guarantee.

Hi, yes that sound like excellent advice,
I think a lot of people will try this awful processed hair from all different places when they first start hair extensions ,
and then they realise its simply horrible processed hair and will soon see that they are getting ripped off ,
so after a while they just don't use those bad companys anymore as its the extensionist that will always get the back lash
and like persianista says it becomes very wearing and gets you down ,
so I would take persianistas advice here and just sell the good stuff
as it works out far better in the end
good luck Katie :hug:

 

[munnna]

try complaining to the companys that sell this processed stuff they usually won't take any responibility and they always blame the client.

 

[hairbykatie]

Thanks everyone, I have now added new prices to my website -

I still have the cheaper prices that I had before because I know a few ladies still comment that they feel that the £199 offer is a lot of money!

I have added a price of £449 for the bohyme celebrity elite hair, I don't think many women will go for it though, because of the price tag, people seem to want the best for nothing these days!

At least now I can give them the choice and they cannot come back to me complaining about the hair when they will be informed that they are choosing the cheaper option.

I can imagine though that some customers will want to know why they are not getting the very best quality hair when they are paying almost £200 pounds anyway. But the fact of the matter is taht the hair alone would cost me that, and that is what i'll have to tell them.

 

[Susie H]

I can imagine though that some customers will want to know why they are not getting the very best quality hair when they are paying almost £200 pounds anyway. But the fact of the matter is taht the hair alone would cost me that, and that is what i'll have to tell them.

I don't do hair but its the same for nails, you offer a cheep price, you get cheep clients and they are a nightmare, moan that what they have is never perfect, don't look after your work and are always looking for a freebee.
Clients who pay more expect more and take more responsibility for what they have. You will see it hun when you get the clients who pay for the better hair, you will love the way they behave.:hug:

 

[persianista]

I only offer the expensive hair and my app isn't cheap. I promise you I'm not short of clients. By offering the two different qualities of hair extensions you are covering all bases. A good tip is to always quote the dearest first, then if they say it's too much, go to the lower price explaining that while you offer cheaper hair you cannot give a guarantee with it.