Why is it that the client you least need something to go wrong with inevitably has the problems! This happened to me the other day - did a set of gel overlays, 3 tips and a fibre glass with gel overlay for a broken nail and low and behold the tips came off. Everything else was fine. I know now it was because I was in a rush as she could only come in late and I probabley didnt prep the tips well enough but its s**s law isnt it? She is coming back Sat for repair /replacement etc - please everyone send me good karma as I am having kittens over her now!
Please tell me why!!!
- Thread starter Helen17
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BodyAngels
Well-Known Member
It's good that she's coming back because you have the opportunity to do little damage control. Let her know that you've never had this happen before and try and book her in for a rebalance but tell her she can have a complimentary treatment as you value her custom. You could give her a manicure with arm and hand massage (everybody loves the massage), plus this is a good way to introduce her to a different treatment. A dissapointed customer will complain to everybody and anybody that will listen, but a happy customer will generally only tell a handfull of people of the good service that they had.
Claire x
Claire x
2littletoys
Well-Known Member
:hug: hugs hun!
at least you know what went wrong and why!and shes coming back- that must say something about you and your service, right?
at least you know what went wrong and why!and shes coming back- that must say something about you and your service, right?
Thank you for the kind words. After working in a customer service industry for 22 years before changing careers I learnt always treat someone as you yourself would wish to be treated, sometimes that means going the extra mile - good manners and pleasant service go along way. And yes, this client is one that "will tell everyone".
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