Ok before I burst into tears I need to know if I did the right thing or not ..
A lovely customer I have has been coming since May, she works down the road in a dept. store- shes had no problems at all and was always happy with the nails as far as I know, once she left her app until 5 weeks and basically needed a new set and because she was a good customer I didnt charge her for a new set but instead the normal rebalance price. That was on the 2.10 - on the 17.10 she comes into the shop and shows her nails - I was not there - she showed my colleague - granted they were all strange and lifted - in fact they looked like they were cracking, like something had gotten under the material.. dont know ...OK so my colleague says that because it was only 2 weeks that she would only charge 20 to fix it on that day. She couldnt make it that day but instead waited another week and so it was 3 weeks in total since the new set. I rang her when I got back to speak to her in person - we had our appointment -Today is the 24.10
Yes, the nails looked dreadful - but we went through everything together as to what could have happened, was there any medical grounds as to why the nails would lift, hormonal changes, pregnancy, sunbeds within 24 hours, using chemicals, could it have been on my side? did I change any of my materials, methods etc.. neither of us could come up with anything... so I took everything off and did another full set - and only charged her 50% of a rebalance which was 30.
I asked if she thought that was fair - she said yes , I asked sure? She said yes. So I cashed the bill up - she even tipped me. I took a long time checking if everything was perfect and really did a lovely job of her new nails.
Next thing I know her boyfriend has come into the shop - I asked him to sit down, he refused....telling me its not on, and that she should not have to pay anything, that if anything she should only have to pay half of my Cost price and not the sale price! Because he pays for the nails and in thats the way business is done here.
I listened and listened and thanked him for taking the time to come in and talk to me, and then explained my decision, that it was three weeks since the last refill which there also was a discount given because her last fill in was 5 weeks -he continued - I tried to do the Math for him that price divided by 3 (weeks) x 2 (weeks) was more than 50% - he then asked what I was going to do about it , I explained that I think that how I handled it was fair , we both (my client and I) agreed that it was and that unfortunately I couldnt help him further. Hes furious then threatens his brother (lawyer) then says hes going to go further and check my websites and that hes going to tell everyone about this and that its not correct. He said that I would be out of business within the year!
He leaves then calls me later saying that if hormones could change the length of stay of the nails then she should have been told before and not after .. I explained that is why we have Client cards and we do go through everything with the customer the first time.
Im upset... I am but Im not hysterical, I know this things will happen but what I would like to know is how would you have handled this? I mean I dont want anyone to agree with the way I handled this if they dont. My feeling was that my contract was with the client (the lady) but not with the boyfriend.... we made a deal , she agreed to the deal and I cashed up, gave her a file and a free breast cancer pink ribbon soap - we shook hands and I let her know that she could call me if anything happened. If she had come back then I would have probably given her the difference in vouchers if she herself had said that she felt done wrong by...but then that is not necessarily right either is it?
What are your thoughts on this?
thanks for taking the time to respond:hug:
Cait x
A lovely customer I have has been coming since May, she works down the road in a dept. store- shes had no problems at all and was always happy with the nails as far as I know, once she left her app until 5 weeks and basically needed a new set and because she was a good customer I didnt charge her for a new set but instead the normal rebalance price. That was on the 2.10 - on the 17.10 she comes into the shop and shows her nails - I was not there - she showed my colleague - granted they were all strange and lifted - in fact they looked like they were cracking, like something had gotten under the material.. dont know ...OK so my colleague says that because it was only 2 weeks that she would only charge 20 to fix it on that day. She couldnt make it that day but instead waited another week and so it was 3 weeks in total since the new set. I rang her when I got back to speak to her in person - we had our appointment -Today is the 24.10
Yes, the nails looked dreadful - but we went through everything together as to what could have happened, was there any medical grounds as to why the nails would lift, hormonal changes, pregnancy, sunbeds within 24 hours, using chemicals, could it have been on my side? did I change any of my materials, methods etc.. neither of us could come up with anything... so I took everything off and did another full set - and only charged her 50% of a rebalance which was 30.
I asked if she thought that was fair - she said yes , I asked sure? She said yes. So I cashed the bill up - she even tipped me. I took a long time checking if everything was perfect and really did a lovely job of her new nails.
Next thing I know her boyfriend has come into the shop - I asked him to sit down, he refused....telling me its not on, and that she should not have to pay anything, that if anything she should only have to pay half of my Cost price and not the sale price! Because he pays for the nails and in thats the way business is done here.
I listened and listened and thanked him for taking the time to come in and talk to me, and then explained my decision, that it was three weeks since the last refill which there also was a discount given because her last fill in was 5 weeks -he continued - I tried to do the Math for him that price divided by 3 (weeks) x 2 (weeks) was more than 50% - he then asked what I was going to do about it , I explained that I think that how I handled it was fair , we both (my client and I) agreed that it was and that unfortunately I couldnt help him further. Hes furious then threatens his brother (lawyer) then says hes going to go further and check my websites and that hes going to tell everyone about this and that its not correct. He said that I would be out of business within the year!
He leaves then calls me later saying that if hormones could change the length of stay of the nails then she should have been told before and not after .. I explained that is why we have Client cards and we do go through everything with the customer the first time.
Im upset... I am but Im not hysterical, I know this things will happen but what I would like to know is how would you have handled this? I mean I dont want anyone to agree with the way I handled this if they dont. My feeling was that my contract was with the client (the lady) but not with the boyfriend.... we made a deal , she agreed to the deal and I cashed up, gave her a file and a free breast cancer pink ribbon soap - we shook hands and I let her know that she could call me if anything happened. If she had come back then I would have probably given her the difference in vouchers if she herself had said that she felt done wrong by...but then that is not necessarily right either is it?
What are your thoughts on this?
thanks for taking the time to respond:hug:
Cait x
..........feel sorry for her having to put up with him, but you certainly don't have to. :lol:
