Complaining client - advise please!!!

[Bev Rose]

Hi,
Last June I did a set of L&P tip & overlay (CB) on a new client.

She never came back.

Last month, she calls and wants a set for Christmas, as the nails I did for her she said were fab, last 4 weeks.

I booked her in for new years eve.
She has bitten nails, I did a tip and overlay as before, she asked for them to be long - I advised her against it, but she insisted.
I sold her solar oil and asked her to make an appointment to come back for a 2 week appointment. She promised to ring me. She did not get in touch.

Last Saturday (2 and half weeks since her appointment) night I had a text from her to tell me she had broken 2 nails and she's oiled them as I asked and she said 'apparently, this is not normal' as in losing 2 nails.
I responded the same eve, asking her to make an appointment to come and see me asap, so that I could take a look at the broken nails.
She text back a bit of idle chit chat & said goodbye. Without making in appointment.
Monday afternoon/tea time, I got this message on my phone....

"Hi, it's XXXX here, I hope you had a good weekend. 6 nails have now snapped off, I have glued them back on with some glue a friend, who's done a nail course, has given me. And today both my thumb nails have broken off. My friend said the glue she'd given me might be too old. Anyway, they look awful and I need to see you asap. I need them doing straight away & was wondering if there was any kind of discount price, as I haven't been doing anything wrong, I haven't been banging them or anything and I've oiled them as you told me to...can I come and see you on Wed......."

I returned her call & left a message on her answerphone. I told that she should no way of glued her nails back on & that she'd opened herself up to a possible bacterial infection. I also reminded her that I wanted to see the nails that had come off, but could not now as she had glued them back on herself. I offered her an appointment which she has taken.

In my view, I feel like I don't want to touch her nails now.

She has disregarded my advice to come back in two weeks and only bothered to get in touch as she lost a few nails.
She has been told to come and see me, but has glued her nails back on, so I suspecting she'll either turn up with a botched mess on her fingers, or turn up with no nails on at all.

I do not want to get into a confrontation with this person, but I also do not wish to do anything to her nails, or see the need to give her any discount. In Fact, I no longer wish to service her at all as she cannot listen to my advice.

What do you think would be the best course of action to take?

I have not come across this before, in almost 6 years as a nail tech & I have 40 or so very loyal & happy clients who NEVER have any problems what so ever with my work.

 

[Bev Rose]

Just to say, when this client 1st came to see me last June, I did a consultation with her and she filled out my questionnaire.
I ticked the boxes marked
'Due to the fact that I am a nail biter'
and
'Due to another techs lack of experience' (severe drill lines in nails from NSS)

The wording also states that I hold no responsibility if they do not keep up a regular 2 weekly infill/maintenance appointments. That they are their sole responsibility once they have left the salon and all breakages must be paid for etc.....the same wording as on the Designer Nails CND consultation forms.

She duly signed this back in June 08.

 

['chelle]

Hi Bev,

In my opinion, everything you need to know is in that little comment that I've highlighted in red above. She is trying it on. She knows she would have been due a rebalance by now anyway and is seeing how easy you are to manipulate. I wouldnt give an inch with this lady. Be nice, but draw her attention to the client record she signed, go over the after care advice with her again, and politely point out to her the areas where she hasnt followed the after care advice (ie not showing you the damage asap, gluing her tips back on etc). Tell her that you will be more than happy to rebalance them for her (at the standard price).

You might lose this client, you might not, be polite and friendly with her, and when it boils down to it, if she doesnt come back its because you're not prepared to give out freebies and you dont need those types of client anyway. Good luck:hug:

 

[geeg]

When she makes the appointment tell her there will be a charge.
Bev ... show her the client record card.
Point out that she did not take your advice.
Tell her the charge and either she will say, "yes, I'll pay" or, "Sorry but I don't want the service".

Complaints do not have to turn into confrontations. State your case simply and plainly and tell her the charge before you do any work. Complaints happen to everyone at some time or another ... you must deal with it and not run away from it.

 

[VHunter]

Take her back BUT stand firm.
Perhaps by taking her back, you'll be able to 'educate' her.

Book an appointment for her, but let her know that there may be a charge. Don't get into details. You just want her in the door.

When she gets there, be sure to let her know up front what the charges may be for what needs to be done.

Soak off the nails, any tell-tale damage from wacking them should still show.
Point out that tell-tale damage where the nail plate has been torn, and point out that 'that' sort of damage only results from the nail getting a good wollop OR when they are forcibly removed (picked and/or chewed).
If adhesion had been weak or they were going to 'fall off', then they wouldn't have been 'stuck' to the nail plate in the first place and wouldn't have torn some layers away.

Remind her how you had advised her against having them overly long and how it takes people time to adjust to having length where there was none before. How the hands must be used differently (ex: when wiping counter, place hand sideways to the backsplash/wall so as not to bang the fingernails into it head-on... etc).

Apply anew, ABSOLUTELY NO DISCOUNT! She beat them up, her fault, NOT yours.
Explain about how when they are unbalanced (over 2wks old), it leaves them at risk for breakage and that regular maintenance is a requirement. Explain about the apex..

When client's get confrontational, and want to blame me; I have pulled out lovely books/articles written in someone else's hand that repeat what I've been explaining. I have put together an educational folder of articles with snippits from this forum and others, and books so that they don't have to take my word for it, but can't argue with multiple people saying the SAME thing.
When confronted with written materials, they can hardly argue against it.

If she still doesn't want to listen or wants to blame you...... phooey on her, her loss. Put her on the blacklist :lol:

On the upside, if she actually 'learns' and becomes a reg... hopefully she'll educate friends and the like and refer them to you.

Good luck:hug:

 

[Bev Rose]

Thank you for your advice everyone.

I have her coming in tomorrow afternoon.

So, if she turns up with no nail on, I will look at her nail plates and will no doubt see damage.
I will offer her a new set at full price.
I will point out to her the signed record card & the fact that she has ignored my advice regarding coming back in for a 2 week check up & service.

If she turns up with nails glued on, I will again point out the above details & tell her she has not followed my advice.
I will offer to soak off and do a new set - both of which will be at full price.

I've no intention of running away from her Geeg, it's not in my nature:lol:

 

[Bagpuss]

I agree with Geeg....i know its hard sometimes when these things happen but once its done you will feel better.

Once you have given her your facts and the price then the choice is hers....

She has no rights to a discount...refund or freebies.

Try not to get into a long chat about it all...just stick to the plain and simple.

 

[marioned]

The nals lasted two weeks so there is nothing wrong with your application. I agree with all the above advice and what you have decided to do :hug:

 

[Bev Rose]

Here's an update for those who are interested.......

I arranged an appointment for this afternoon with the client - I made that by her texting me yesterday.

After receiving the advice on her yesterday that she should be aware that she was coming to an appointment that would be 'full price', I decided to text her last night to advise her that I would not be offering her a discount of any sort, based on how she had not followed any advise and had chosen to glue her own nails back on etc etc...
This morning I received another text from her, thanking me for letting her know & that she appreciated my message contents, however, she now told me that 4 nails had broken within the two weeks & how much would it be? (this is a complete change to her original story - as I only heard from her after 2 and a half weeks, as she'd broken 2 nails at that time?!!!?).
I ignored this statement

I texted back (7am this morning) the basic price of a rebalance, plus the pro-rata costs of new nails etc, but also informed her that this was not an actual price, as, without seeing her nails, I could not give her a true price, plus, \i mentioned the nails she'd decided to glue back on had to be removed to check for any bacterial infection & they needed to be properly sanitised.

She responded by telling me she could not afford to spend any more money on her nails.
She had recommended me to someone who came this afternoon (she knew she was coming in today) and said she would continue to recommend me.

I responded with and polite, thanks very much, I understand, and that I would give her & all my client who refer another person, who actually comes for a service a 10% discount on the next appointment.

So, basically, she was out to see what she could get from me for nothing, she decided it was not worth her turning up to the appointment, knowing I was no way going to be taken for a ride.

 

[geeg]

At least handling it the way you did accomplished a few positive things.

The client showed you respect.
The client did not waste your time because you were up front with her.
You did not waste the client's time because you communicated well with her.
The client referred a new client to you who you can WOW with your expertise.
Well done all around I'd say! :hug:

 

[VHunter]

WHOOOOOOOOOOHOOOOOOOOOO

Good job! Way to go!

Bet you feel better now, aye?:hug:

 

[Bev Rose]

Yes, I do feel it ended up amicably.

I'm pleased I sent her the text as i stated that I did not want her to be mislead by thinking I would be giving her a discount/freebies, as she clearly had chosen to disregard my initial advice.

It appears to of ended on a positive, with neither party wasting time, as Geeg said.

The person she recommended came today, and left me, very, very pleased & surprised at how natural her nails looked with her new (Geeg's free edge mix) L&P enhancements, at a very workable length.
This new client (who also happens to be a trained nail tech with 16yrs experience, but cannot be bothered to do her own nails) will also see the original client on a regular basis - not as a friend but as someone she comes into contact with during her normal weekly routine.

The new client has left my salon with a 2 weekly booking for her new nails. And a big smile on her face, almost falling over herself looking at her nails on the way out!

Result!:lol:

 

[geeg]

:green::green::green::green:​

 

[mdskora]

Well done Bev..., these are the days that make it all worth while...
I like to call them " ladies that drive with straight hands".... cuase they look at their nails the whole time they are driving home... lol.....
well done hunny
Xx Mel

 

[Bagpuss]

way to go Bev...i was wondering how it would all turn out.

 

[nailzoo]

thats a pretty good outcome .... but i'll bet you one pee (that's one pence) that now her mate has been to you and seen how you do nails, (free training) she will try and emulate your service on her mate.

Maybe i'm just a cynic, lets see how this pans out.

Either way you should be flattered.

 

[Urban Geek]

I think we all give ourselves a hard time when we get clients who ignore our recommendations are are basically just 'chancers'. Fortunately they are rare but it can be so demoralising at times. If she bookes in again with you (which no doubt she will!) at least you will know to be on your guard.

Well done Bev - you were so much more patient than I would have been! :hug:

 

[shell28]

Great outcome hun well done for being firm!!

 

[Kittensgotclaws]

Well done Bev, you stood your ground and delt with the situation really well and you've come up trumps with a new client too!
Jo.xxx:hug:

 

[Bev Rose]

thats a pretty good outcome .... but i'll bet you one pee (that's one pence) that now her mate has been to you and seen how you do nails, (free training) she will try and emulate your service on her mate.

Maybe i'm just a cynic, lets see how this pans out.

Either way you should be flattered.

I understand what you say Carl - however, this person is not a 'friend' of the original client.
She's also a 'Gel' tech and cannot do acrylics.
I asked her how she sculpted her white gel smiles and she said she could not even contemplate sculpting a white and trying a smile and just did clear nails and airbrushed her whites.
I suggested it may be a good idea to try 'Paint on white' with her system (IBD) but she did not even know whether they did one or not?
I did a custom blend on the original client and this new client did not have a clue what I meant, or know much about opaque/coverage gels.
I was interested to see how much attention she paid to my prep & application routine, but she was too busy talking to /texting a bloke on her mobile & chatting to me, she never looked at what I was doing - only after I'd applied all of the L&P before filing did she actually remove her hand & have a good look!
I'd of been scrutinising her every move if it were me!:hug: