How to deal with cheeky clients

[katiebbaby]

Ohhhh please help guys. I did a set of hollywood toes on a client over 2 weeks ago, I used L&P though instead of gel. She has now only just text(this eve) me saying 'how long do they last as 3 have come off' ,,,,, I replied and sid well it differs but as it's been over 2 weeks I couldnt possibly say what has caused this.

I was only charging half price for month of aug ( due to being new to industry) so therefore her toes only cost £9 and I put gems on, plus she lives about 9 mile away. Anways she replied saying

'TBH i wud just like them replaced' ,,,,I havent said aything as what can I say? I feel 2 weeks is an awful long time 2 complain?? also should I offer her discount next time??? arghhhhhh HELP lol xxx

 

[xAnnaBannAx]

I would say...yes of course I would be happy to replace them, they will be x amount, you must follow the aftercare advice in order for them to stay looking good for up to 4 weeks by which time you may need to come back in to have them infilled/new set x

 

[Zo Zo]

Maybe you could offer to extend your half price deal and replace them for her for £9?

Nine miles is a long way to travel for £9 but unfortunately when you're starting out, you have to think about your reputation and sometimes the way you handle a complaint makes a big difference to the way the client is left feeling.

Seeing her again and seeing her nails and trying to establish what went wrong might be good experience for you if you are new to the industry :hug:

 

[xAnnaBannAx]

Maybe you could offer to extend your half price deal and replace them for her for £9?

Nine miles is a long way to travel for £9 but unfortunately when you're starting out, you have to think about your reputation and sometimes the way you handle a complaint makes a big difference to the way the client is left feeling.

Seeing her again and seeing her nails and trying to establish what went wrong might be good experience for you if you are new to the industry :hug:

I also think that sometimes you have to take a tougher approach (whilst maybe grinning through gritted teeth lol ) it sounds to me like this girl is trying her luck and if you roll over it will happen again! x let us know what happens x

 

[katiebbaby]

I told her all after care gave her a CND after care leaflet explained about wearing certain shoes etc,,,,she is a theater nurse in a an e and wears clogs,,,,MMMMM ???? she was off for a week when i done them so she has bee back for just over week. xxx

 

[Zo Zo]

If I were the client and I knew the tech was new to the industry, and I had only paid half price, I would not have even mentioned it, let alone suggested or expected a new set. But I think the tech should try to find out what went wrong. We cannot always assume it's the clients fault, without seeing. I have noticed an attitude on this site that the customer is never right. It happens time and again. When we are experienced and we know our work is reliable, then that's another matter. But are we all turning out work that is 100% from day one?

Katiebbaby, I am not suggesting your work is shoddy, I am suggesting that you find out what went wrong, so you can learn from it. :hug:

 

[katiebbaby]

Oh I agree Zoe, I did ask how nails fell off, and when, with it being 2 weeks ago I done them she only just text. I am going to say by all means if she can get to me I will repair those nails, or next appt I will knock money off bill. I did state within 5 days i would return if any probs,,,not 2 weeks and 2 days,,iygwim xxx

 

[sian1979]

just to clarify is she asking for a new set or just the 3 that she has lost to be replaced???
I think it could possibly be down to the client but being new to the industry could also be a big factor. I think cuticle build up on the toe nails always seems to be alot worse than on finger nails in some cases.....especally if its the first ever set she has had done....i am guessing it is due the the query over how long they last....so therefore maybe your prep was not as through as what it should have been...they may not have lifted off within the first week sometimes the lifting starts and gets worse over time depending on what the client does.
I would not replace for free...your prices reflect that you are new to the industry and it was her choice to come to you. I would possibly charge her £1 a nail to replace as that is what you were charging approximately for the full set.... and make sure that she know that that is also a reduced rate, the same as what her full set was.

 

[SunSpray]

I have noticed an attitude on this site that the customer is never right. It happens time and again.

Zoe, I'm so glad you said that. I had a spray tan client last Thursday (her 1st time ever, she was so excited). She texted me Friday morning saying "it's not very noticeable and I did everything you told me to". I couldn't work out what the problem was, went round to see her, and her barely-there tan was confirmed. She agreed it wasn't my application that was at fault, so I offered, as a gesture of good will, 50% discount on her next appointment. Over the weekend I thought more and more about it - she's a gorgeous 28-year-old yummy mummy with a great social life - and I called her yesterday and offered her a free tan instead - telling her I was determined we'd get her the tan she wanted. I did the free one earlier today, a darker solution this time just to be sure, and although it was only the colour guide she could see, she was absolutely delighted and kept thanking me, saying she couldn't wait to show all the mums at school tomorrow.

Although there's a chance that no further business may come out of it, I now feel absolutely satisfied I've done everything I can for her, and am quietly confident she'll let me have pretty positive feedback tomorrow. That has still got to be worth the 45 minutes and a couple of pounds in materials it took me to make that client a Very Happy Bunny.

Sorry, I know it's tanning and not nails, but it's your service as well as your skill that you want to make fabulous. I'd agree with Zoe; very politely wonder what could possibly have gone wrong and offer her, on this one occasion as a gesture of good will, a replacement set at the same fabulous promotional price as you were offering in August - and try to make the appointment as convenient for yourself as possible.

Hope that's helped even slightly xx