First unhappy customer

[chocolatepickle]

I done a client on monday eve, shellac French for a wedding friday. She has sent a message this evening saying her whites have discoloured pink and one of them has chipped. Is there any reason shellac would discolour that could be my fault? I cant imagine what she would do to turn them pink?
Also, regarding chipping, what do you tell a client regarding chipping at day 6? My first thought was to offer to re do the chip but if the rest are discoloured then it will still look odd.
I'm not going to contact her until monday now as it is the weekend and she has just text me at 9.10pm, but I'm not really sure what to suggest when i do?
Thanks

 

[Martigirl]

Clients have managed to chip the odd French shellac I have done, I tell them that whilst its an amazing product it is not indestructable.

regarding the pink I would say definitely something the client has done. I have removed loads of French anything between 2and 3 weeks and not once have any been discoloured xxxx

hth's

 

[shedunlop]

The pink has got to be something she has done herself. I have seen yellowing of products before but not pink! I agree as well regarding the chip on the French how you go about explaining that to the client is something that you will have to think about. I would ask her how she thinks it happened, quite often they will know really what happened and drop themselves in it!

 

[chocolatepickle]

yes i have mine in french shellac and they're still white.
I had a thought though, I know she was wearing a cerise pink dress on friday though so i suspect they could perhaps be stained by the dye?
If they contact you to tell you its chipped would you suggest they wait for their next appointment or if unhappy to do so, schedule an appointment at their cost?

Am I also being reasonable to wait for the week to begin before contacting her back!?

Sorry, I'm very new to self employment so am still testing the waters with all this! I dont want to be a pushover but neither do I want to risk my reputation so early on! (I'm only on week 3 1/2!)

Thanks for your reply!

 

[Martigirl]

probably is the pink dress xxxx

I tend to reply fairly quickly to my clients to acknowledge their message will be replied to when I am next in the salon xx

hth's

 

[annasmum]

I too had a bit of a problem with one customer and shellac. She just couldn't keep it on past 8 days on a couple of fingers. I got her in to redo the finger pretty much straight away. While talking to her I found out she has horses and mucks out her stables etc. From asking around on this forum I found out that her activities in her spare time are most likely the problem. It had really knocked my confidence. But today another client came in who is a model client, wears gloves when gardening and looks after her nails. I couldn't believe not a chip in sight after 3 weeks!!! (pic in my albums) So it's the clients not the product.

 

[geeg]

I too had a bit of a problem with one customer and shellac. She just couldn't keep it on past 8 days on a couple of fingers. I got her in to redo the finger pretty much straight away. While talking to her I found out she has horses and mucks out her stables etc. From asking around on this forum I found out that her activities in her spare time are most likely the problem. It had really knocked my confidence. But today another client came in who is a model client, wears gloves when gardening and looks after her nails. I couldn't believe not a chip in sight after 3 weeks!!! (pic in my albums) So it's the clients not the product.

Well I am not a model client and I never wear gloves ... And Shellac never chips. If ever I have seen a chip in the Shellac colour coat, it has been the nail that has chipped bringing the colour of with it. Why a client can't just file the edge to smooth the nail and the chip off I cant imagine. Clients can be so pathetic to get a free redo. YOU will. Eed to smooth the edge down so why can't they?

 

[chocolatepickle]

yes me too- the only chipping i have had on mine is my actual natural nail chipping from under the shellac and coming away then the product is coming away after, I have also just filed the nail down to even it out and then its fine again. I'm often getting them covered in acetone and such like and they're doing well, I'm stumped at how the customer could chip it if I cant!
She's a nice lady but I think the colour change is her fault and so the only problem is one chip so I dont think I will be giving her any freeby based on that, I think it has still outlasted the wear she'd have got out of a varnish.

 

[chocolatepickle]

does this sound ok for a reply?

"Hi, thanks for your feedback. Sorry to hear you have chipped one! I think its important to remember that whilst results are certainly better then polish, it is only a colour coat system and so can on occasions give in to damage.
Regarding the colour, my initial thoughts are that perhaps your dress has stained them? Pink is not a colour we see with product discolouration, yellow perhaps, but not pink. Unless there is something else pink you have been handling I would suspect the dress."

I dont want to sound like I'm copping out but I certainly dont want to accept that its necessarily my fault! Thanks!

 

[Martigirl]

I would say that you have asked for advice from fellow techs and that none have experienced any discolouration with shellac. Yellow can be common with other systems but not Shellac. Fake tan hair dye and dyed clothing can all have an effect and discolour.

really good answer you have drafted xxx

good luck

 

[chocolatepickle]

Thanks again, I emailed her a response so will wait to see whether she's happy enough with it.

 

[Lynn Jones]

Thanks again, I emailed her a response so will wait to see whether she's happy enough with it.

Hi
I have had a client back in from her holiday abroad, she had Rose Bud on her nails and when she came in to have it removed it was totally white. Sent pics to my CND supplier near Manchester and she has e-mailed them off to head office in the States. Not heard anything back yet but its only a week ago.

 

[geeg]

How very strange. I LIVE in the sun here in Spain and never seen Shellac change in appearance in any way at all, either on me or clients.

What on earth do some clients get into? Do they go out of tbeir way to find problems? If some lotion is doing that to their colour then what is it doing on their skin???

 

[suzev]

Hi
I have had a client back in from her holiday abroad, she had Rose Bud on her nails and when she came in to have it removed it was totally white. Sent pics to my CND supplier near Manchester and she has e-mailed them off to head office in the States. Not heard anything back yet but its only a week ago.

Ialso did my mums for her holiday in Jamaica with Rosebud and they too have gone a silvery white. She said she noticed it on about day 8 or 9 of her holiday. I did her toes in hot Chilli and they have faded a little but not like her hands. Im thinking its perhaps something possibly reacting with suntan lotion/chlorine/sea salt/sun combination of all. They stayed on perfectly but just faded. Any thoughts?