10 months ago I highlighted a ladies hair and didn't hear anything from her until recently.(she said my salon was too far to travel to) To cut as long story short, she had been elsewhere and had gone platinum blonde all over ( at a cost of £80 a fortnight she was paying) Unable to afford this she started bleaching it herself. She then decided this was too much maintenance and contacted various other salons and asked them to take her back to a more natural colour but they all said they wouldn't be prepared to do this.
So she comes to me and I agree to help. So we agreed to basically tone her down and applied to a level 8 at roots and mid lengths and level 10 on the ends. She was really happy when she left and purchased shampoo and conditioner from us and I advised her not to wash her hair for 72 hours to let the cuticle close.
So originally I did the service on the 31st of March. She rings and complains on the 8th April that it looks a bit patchy and faded. I asked her to come back in on the 11th of April and I would have a look and re-apply if necessary as a measure of good will. She didn't turn up.
She then ring me on the 24th April and asks could she come back in to have her hair corrected. I said you didn't turn up for the appointment I gave you. She then apologises for not making her appointment (on a Saturday!!) She insists she left a message on my answer phone- I said I did not receive a message-she then snapped 'well I did leave one!' She said her hair was patchy, but looked ok after a couple of washes but has now completely faded. (which i would expect after 4 weeks on very porous hair!) Ive now agreed for her to come in on Bank holiday Monday to rectify the problem. By the time she comes in, it will have been 5 weeks since I did the original service and I think she is expecting me to do it for free - I am assuming this by the way she asked if she can 'come back in'. this time. She wants to go darker too now! I know I need to have a bit of back bone and tell her straight. Is it worth just doing again for free and keeping her happy for the sake of a tube or so of colour? I'm feeling really anxious about this. Whilst we are on this subject..do any salon owners her have any policies they could share that I could print out and hand to customers before they commit to a colour service.Thanks in advance!
So she comes to me and I agree to help. So we agreed to basically tone her down and applied to a level 8 at roots and mid lengths and level 10 on the ends. She was really happy when she left and purchased shampoo and conditioner from us and I advised her not to wash her hair for 72 hours to let the cuticle close.
So originally I did the service on the 31st of March. She rings and complains on the 8th April that it looks a bit patchy and faded. I asked her to come back in on the 11th of April and I would have a look and re-apply if necessary as a measure of good will. She didn't turn up.
She then ring me on the 24th April and asks could she come back in to have her hair corrected. I said you didn't turn up for the appointment I gave you. She then apologises for not making her appointment (on a Saturday!!) She insists she left a message on my answer phone- I said I did not receive a message-she then snapped 'well I did leave one!' She said her hair was patchy, but looked ok after a couple of washes but has now completely faded. (which i would expect after 4 weeks on very porous hair!) Ive now agreed for her to come in on Bank holiday Monday to rectify the problem. By the time she comes in, it will have been 5 weeks since I did the original service and I think she is expecting me to do it for free - I am assuming this by the way she asked if she can 'come back in'. this time. She wants to go darker too now! I know I need to have a bit of back bone and tell her straight. Is it worth just doing again for free and keeping her happy for the sake of a tube or so of colour? I'm feeling really anxious about this. Whilst we are on this subject..do any salon owners her have any policies they could share that I could print out and hand to customers before they commit to a colour service.Thanks in advance!