Hi guys, we had a lady come in recently for shellac and IBX, she came in again a couple of weeks later for the same and isn't very happy with her service. This is her version of her issues and our defence! :
• she said colour is patchy (she chose a light pink shellac and she has white spots on her nails and basically the colour hasn't covered them which the therapist explained that it wouldn't)
• she said it's not smooth and feels bumpy (due to ridges and damage from having gel extensions somewhere else, therapist did lightly buff but didn't want to cause further damage and did point this out to the client)
• she said that the therapist had a cold that she has now caught (I don't even know what to say to that [emoji23])
• she said that it was more expensive than what she thought (we had put our prices up a month previously and had displayed that where possibly)
• she also said that she was surprised to have had to pay for IBX again as she apparently didn't ask for it (the therapist would have explained that she needed more than the one treatment, and the client didn't stop her when she started putting it on?!)
Anyway, she actually came back later that same day of her appointment to say about 'patchiness' and the therapist suggested she have a darker colour to cover the white spots, client said she liked that colour and left.
She called to ask if she had been over charged and the therapist explained the prices ( we are still very competitively priced!)
She called twice more with the other problems and the therapist told her to come in and we will remove it but apparently we can't do any times that she can do.
Anyway, she has now emailed me with all of these concerns and I have no idea what to say! I struggle to not sound really defensive in these types of situations and although the customer should always be treated as if they are right, I don't want go against my therapist...she's amazing at nails and I know this won't be a case of it being her fault!
Sorry for the lengthy post. If anyone has any suggestions on a good email back that would be great! Thanks!
• she said colour is patchy (she chose a light pink shellac and she has white spots on her nails and basically the colour hasn't covered them which the therapist explained that it wouldn't)
• she said it's not smooth and feels bumpy (due to ridges and damage from having gel extensions somewhere else, therapist did lightly buff but didn't want to cause further damage and did point this out to the client)
• she said that the therapist had a cold that she has now caught (I don't even know what to say to that [emoji23])
• she said that it was more expensive than what she thought (we had put our prices up a month previously and had displayed that where possibly)
• she also said that she was surprised to have had to pay for IBX again as she apparently didn't ask for it (the therapist would have explained that she needed more than the one treatment, and the client didn't stop her when she started putting it on?!)
Anyway, she actually came back later that same day of her appointment to say about 'patchiness' and the therapist suggested she have a darker colour to cover the white spots, client said she liked that colour and left.
She called to ask if she had been over charged and the therapist explained the prices ( we are still very competitively priced!)
She called twice more with the other problems and the therapist told her to come in and we will remove it but apparently we can't do any times that she can do.
Anyway, she has now emailed me with all of these concerns and I have no idea what to say! I struggle to not sound really defensive in these types of situations and although the customer should always be treated as if they are right, I don't want go against my therapist...she's amazing at nails and I know this won't be a case of it being her fault!
Sorry for the lengthy post. If anyone has any suggestions on a good email back that would be great! Thanks!