hello! some help and advise on a client wanting a refund?

[jaxsjules]

Hello geeks! I am fairly new to this site (my first post) and would like all your expericene and advise on this problem.

Right, I got a new client late last year and I started with an infill for her, as a collegue had done the original application of the full set. She is a nail bitter so her nails were extremly short on the application and due to this her nails were growing rather quickly so for the first 5-6 weeks she came in for an infill every week.

This client also works in a cafe and ive found that it doesnt take long for lifting to occur, i dont seem to have any problems with this for my other clients even a hairdresser! So all things said, she was due for a fresh set and she came into the salon and had a couple of 'greenies' and i have never come across these on any other client but i lightly buffed over it and said i can apply a fresh set but the colour will still remain until it has grown out of the natural nail. I did everything as i should and she returned two weeks later for infill, everything seemed fine and the 'greenies' hadn't got any worse and she seemed happy with everything.

The problem is her next appointment was yesterday and i received a phone call in the morning saying she wanted to cancel the appiontment and that she'd been to the doctors and they said she had infection and it can be quite serious, she called it 'green finger'. She now she wants a refund for the full set she had a month ago. I spoke to my collegue and she said to get her to come in so we can have a look for ouselves but only to refund for the last infill, not the full set, if refund is needed.

Do you think this is correct? The client is coming in this afternoon. I'm now starting to doubt myself and think i'll crumble to what she wants to keep the peace.

Has anyone else had any similar problems? Do you think she's just trying to get what she can from me? Sorry it's so long, would love to hear responses though.
Thanx again
Jaxsjules xxx

 

[chantell simone]

hi and welcome

I think before you can decide if you will give her a refund you really need to see the nails for yourself first

 

[angel fingers]

maybe, but maybe not. she might genuinely believe it is your fault.

there is a chance that it could be a problem that arose from what you did or did not do, but a much greater chance that its something she did herself.

all we need for greenies [pseudomonas bacteria] to set in, is lifting and moisture.

if none of your other clients have lift or greenies, then you can probably attribute it to the fact that she is not taking proper care of them. maybe she doesnt wear gloveswhen working or maybe as a biter she is compelled to put them in her mouth and play with them.

once the lift is there its very easy for moisture to get under the nail and become inhabited by bacteria. she probably has them in water a lot if she is working in a kitchen or maybe her own saliva is getting in if she cant keep them out of her mouth.

some people just do not have a suitable lifestyle to have nails.

 

[geeg]

This just goes to show that Doctors really know very little about nail conditions (IF THE DOCTOR ACTUALLY SAID WHAT HAS BEEN REPORTED).

A GREEN nail is not dangerous if treated (that FACT is well ducumented) and you handled everything perfectly well from start to finish in my opinion.

The fact that there is still staining on the nail does NOT mean that the simple baterial infection is still active. If you did your PREP correctly and reapplied new product, it isn't!
There is just a stain left by the bacteria and as you so rightly said, it needs a little time to grow out.

My advise is, I would not refund.

Greenies sometimes happen with the best technicians. Nail biters are prone to greenies because they are so heavy handed with their enhancements. Nail biters are so unused to having any length on their nails that they tend to knock and loosen them and water seeps in and a greenie can result; this is not the fault of the technician, although I think a warning in future to this type of client is very important.

The condition is not dangerous now that you have given her a new set, and if she declines to come in and have them removed correctly, and damages her nails further, then that is down to her.

In this case, I would not give a refund but I would remove and manicure as a complimentary service. Doing this will make her happy and give you your confidence back, and send her away with nice looking natural nails.

Welcome to the site.

 

[jaxsjules]

I just want to thank you for all the good advice and encouragment. After all my nervous and panicking the client didnt even turn up after she said she would so i feel maybe now that i am not the one to blame and that she was trying to get what she could from me.
thank you all again so much
Jaxsjules xx