Clair78
Active Member
Hi Geeks,
Im in need of some advice.
Ive just got off the phone to a client who came in the salon yesterday for hi lites and she is saying her hair is falling out. We all know what some clients can be like with the dramatics but clearly im concerned.
i havent actually seen the ladies hair since she was in yesterday but i want to be prepared with what to say before i see her.
She wasnt my client but i did help to put some hilites in as the stylist was running late, i never noticed that her hair was particularly dry or damaged before hand, but she previously had some hi lites on her hair (bleach and tint) by another salon. We put bleach with 6% on and it was only on bout 20 mins I checked the bleach myself as the other stylist was busy. We put on a treatment as we do with all colours but there wasnt an abnormal amount of hair in the basin but it was a buggar to comb through when the treatment was off and she was back in the chair.
I didnt have much to do with the client after wards although i did feel the clients hair before she went just when i looked at the end result to say how nice it looked and i didnt notice it was dry or falling out.
The client seemed happy and even rebooked for a few weeks time.
Now she is a group on customer so she has paid next to nothing for this £99 service and she has travelled from the next town a 50 mile round trip.
She phoned me this morning saying that 2 of her hairdresser friends asked if she did her hair herself at home as it looked awful, she is saying its falling out and snapping and she looks like a scarecrow and that it feels like elastic. She wants to come back in and wants me to pay for her petrol for the 2nd trip over. Now i will obviously look at it, do a free treatment and give her something to take home and maybe cut some off but apart from that im not sure what else i can say. I will ask her what she wants me to do but im a bit unsure of how to approach this as ive not had much experience in the complaint department with hair falling out.
Have any of you had the same experience and what did you do/say to the customer?
She not a complete nightmare she hasnt shouted and kicked off she just wants me to do something but what can i do????
I think it wont be as bad as she thinks it is and that its the 'friends' making it sound worse.
Advice please
C x
Im in need of some advice.
Ive just got off the phone to a client who came in the salon yesterday for hi lites and she is saying her hair is falling out. We all know what some clients can be like with the dramatics but clearly im concerned.
i havent actually seen the ladies hair since she was in yesterday but i want to be prepared with what to say before i see her.
She wasnt my client but i did help to put some hilites in as the stylist was running late, i never noticed that her hair was particularly dry or damaged before hand, but she previously had some hi lites on her hair (bleach and tint) by another salon. We put bleach with 6% on and it was only on bout 20 mins I checked the bleach myself as the other stylist was busy. We put on a treatment as we do with all colours but there wasnt an abnormal amount of hair in the basin but it was a buggar to comb through when the treatment was off and she was back in the chair.
I didnt have much to do with the client after wards although i did feel the clients hair before she went just when i looked at the end result to say how nice it looked and i didnt notice it was dry or falling out.
The client seemed happy and even rebooked for a few weeks time.
Now she is a group on customer so she has paid next to nothing for this £99 service and she has travelled from the next town a 50 mile round trip.
She phoned me this morning saying that 2 of her hairdresser friends asked if she did her hair herself at home as it looked awful, she is saying its falling out and snapping and she looks like a scarecrow and that it feels like elastic. She wants to come back in and wants me to pay for her petrol for the 2nd trip over. Now i will obviously look at it, do a free treatment and give her something to take home and maybe cut some off but apart from that im not sure what else i can say. I will ask her what she wants me to do but im a bit unsure of how to approach this as ive not had much experience in the complaint department with hair falling out.
Have any of you had the same experience and what did you do/say to the customer?
She not a complete nightmare she hasnt shouted and kicked off she just wants me to do something but what can i do????
I think it wont be as bad as she thinks it is and that its the 'friends' making it sound worse.
Advice please
C x