New business, a complaint, need advice???

[sandstring]

Hi everyone, I have recently gone self employed and am working above a hairdressers. Its been 6 weeks and business is still slow, ive only done 4 sets of acrylics but loads of glitter toes.

Anyway my problem is, i have a customer, who I did a set of red glitter acrylic tips on, I asked her if she minded having pictures taken of the end result as I was so pleased with them, she didnt mind. That was 2 weeks ago and she came in yesterday to complain. There was a crack in one nail, lifting on another and she thought they were too thick. Now I dont mind, if she has a problem, but am rather annoyed that she didnt say something immediatly, and is now 2 weeks later requesting them to be 'sorted out'. What would you all do?????? help please she is coming in tomorrow! Thanks

 

[geeg]

Hi everyone, I have recently gone self employed and am working above a hairdressers. Its been 6 weeks and business is still slow, ive only done 4 sets of acrylics but loads of glitter toes.

Anyway my problem is, i have a customer, who I did a set of red glitter acrylic tips on, I asked her if she minded having pictures taken of the end result as I was so pleased with them, she didnt mind. That was 2 weeks ago and she came in yesterday to complain. There was a crack in one nail, lifting on another and she thought they were too thick. Now I dont mind, if she has a problem, but am rather annoyed that she didnt say something immediatly, and is now 2 weeks later requesting them to be 'sorted out'. What would you all do?????? help please she is coming in tomorrow! Thanks

Smile and do what she wants you to do! You may learn something.

It is not rare that clients notice things once they get home and not in the salon; they have more time to inspect your work at home.

If you want to build up your business, then do what the client wants and stop taking their opinions personally. They are entitled to ask for exactly what they want if they are paying for you and you should give them exactly what they want.

It takes time for technicians to know what their clients desire just like it takes time for hairdressers to get to know your preferences. This is business.

 

[loubylou]

I would explain that they are meant to be rebalanced every 2 weeks and these problems have occurred due to her nails been out of balance which will be due to the growth that they have done over the last 2 weeks,
1 crack and 1 nail with lifting is probably down to her banging the nail against something (typing for example)
if it was a problem caused to the nails by something that you had done wrong then it would have effected most of the nails (usually all 10)
as for the thickness is she new to nails, some clients don't realise that we put an apex there to prevent them from breaking and if she were to have competition style nails which are applied thinly she would not manage with them for 2 weeks without breaking them, hth :hug:

 

[sandstring]

Yeah I guess its a lesson learnt, that starting up a business isnt going to be easy! Would you also do infills then aswell for free even though it has been 2 weeks? or would you just repair the crack, the lifting and file them down a bit? thanks for your help

 

[geeg]

Yeah I guess its a lesson learnt, that starting up a business isnt going to be easy! Would you also do infills then aswell for free even though it has been 2 weeks? or would you just repair the crack, the lifting and file them down a bit? thanks for your help

You never work for free.

If you feel you owe her free work for something that is your fault then that is one thing. Otherwise ... she pays like anyone else.

 

[sandstring]

Loubylou, I agree, I was actually thinking of saying(with a smile on my face of coarse) that its hard for me to see my mistakes with it being 2 weeks since i did them, as of the natural growth that occurs and next time to come back as soon as possible so I can rectify any mistakes I may have made. What do you think?

She has had nails on before, but pretty much every other nail tech in my area, sticks tips on with thin layer of clear acrylic, im preuming that this is what she has had previously.

 

[sandstring]

Geeg, this is my problem, she came back into my shop yesterday and complained to my boss, who is a hairdresser(with brief nail training) and was told there will be no charge a her next appointment tomorrow! Ive spoke to my boss over the phone and she said that we dont want her going around telling people of her critisms when we are just starting up.

 

[mary1981]

Hi everyone, I have recently gone self employed and am working above a hairdressers.

But you are self employed hun, therfore she is not your boss, you are your boss, and i think that must be set straight with her immediatley but correct me if i have misread this. I do not believe you should work for free either when it does not appear to be your fault, its 2 weeks later!! You are running a business now. The hairdresser should politely explain that there is a charge for repairs and is sorry for her mistake.
What an awkward positition for you hun, hope you sort something out :hug: