Potential Problem Customer . . . . .

[shellybobs]

Hi All,

I did a full set of nails for a new client on Tuesday (this was a trial run before her wedding). Whilst doing her nails we got chatting and she mentioned she worked in a supermarket. Once i have finished i had explained to her just to be careful as the nails will feel alien like as she had never had these on before . I also left her an aftercare leaflet and mentioned to her if she has any problems to please contact me. By the Saturday i had got a text message whilst out for lunch with my family saying . . . . . one of my nails is cracked and i have lost one as well!!!!! - Remembering that she told me she worked in a supermarket i imagined she had done it at work and possibly have been too heavy handed. My main concern with this is that the impression i had got was that she wanted me to drop everything at once and go and repair, and also that it was instantly my fault!. I replied to her message and asking the relevant questions but was still quite upset about it. I do my own nails and i very rarely infill them, if i do its once a month, i hate been seen with tatty nails so i invest a lot of time doing them etc. I ask the question how is it that I a nail tech and a mother of a 7 month old can keep my set on for months, lifting and changing nappies however a client of 4 days can not!!!! - this could have been a general accident however i may have been paranoid thinking i interpratated the message as my fault. I am visiting her after the weekend to repair however i think she thinks this is free of charge!!!!!!!!!! Does anyone else feel the same??????? or am i a paranoid salon nail geek???????? x

 

[Nicki-Marie]

Hi All,

I did a full set of nails for a new client on Tuesday (this was a trial run before her wedding). Whilst doing her nails we got chatting and she mentioned she worked in a supermarket. Once i have finished i had explained to her just to be careful as the nails will feel alien like as she had never had these on before . I also left her an aftercare leaflet and mentioned to her if she has any problems to please contact me. By the Saturday i had got a text message whilst out for lunch with my family saying . . . . . one of my nails is cracked and i have lost one as well!!!!! - Remembering that she told me she worked in a supermarket i imagined she had done it at work and possibly have been too heavy handed. My main concern with this is that the impression i had got was that she wanted me to drop everything at once and go and repair, and also that it was instantly my fault!. I replied to her message and asking the relevant questions but was still quite upset about it. I do my own nails and i very rarely infill them, if i do its once a month, i hate been seen with tatty nails so i invest a lot of time doing them etc. I ask the question how is it that I a nail tech and a mother of a 7 month old can keep my set on for months, lifting and changing nappies however a client of 4 days can not!!!! - this could have been a general accident however i may have been paranoid thinking i interpratated the message as my fault. I am visiting her after the weekend to repair however i think she thinks this is free of charge!!!!!!!!!! Does anyone else feel the same??????? or am i a paranoid salon nail geek???????? x

Take a deep breath

You're not paranoid, just concerned. You should charge her accordingly for the broken nails. Once shes left you her nails are her responsibility, and you've explained this to her.

I have a client who works in a supermarket, everytime I see her for her rebalance she has either broken or lost 1-3 nails. when I see her i just say 'oh dear, what have you done this time' .. then she comes clean. She is very heavy handed.

Some clients do expect you to drop everything, just say .. i can do your repair on 'such and such time, day' and that will be 'such price'

 

[hippy-chick]

Draw a line under it, learn from this.

From now on when you do the aftercare and give the advice leaflet out state clearly that the nails are now the client's responsibility, here is the leaflet to explain how to look after the nails, give me a ring if you have any problems/need repairs and I will see when I can fit you in and its a charge of £xx per nail.

If you state this at the beginning, then perhaps 'heavy-handed' clients will take more care of their nails rather than think that the therapist is responsible for everything.

If I had nails done and was told this right at the beginning, I would then take more care as it will be costing me money for my care of the nails.

I had a pedicure once, and on walking up some steps smudged the nail varnish down to the nail. It was MY fault, I didnt go back and ask for a repair, and if I had, I would have offered to pay for it.

 

[suzie49]

I know how disheartening this can be as someone who is just starting out working with clients, my heart jumps every time the phone rings, thinking its a client saying there nails have come off ..lol
As it happened the only problem I have had is with my sons g/f she is forever calling me because she has lost a nail..always her fault, and she has them long.. I do stress on my aftercare sheet that after 24 hours the nails are the clients responsibility, and any repairs/replacements are to be paid for, and she always pays.
I am sure you are just worrying over nothing, and it will all turn out well it may well be just the way you interpreted what she said.

 

[hippy-chick]

I was a model once for my friend who was training (think it was fibreglass) many years ago.

At the time I worked in a hotel bar and a supermarket both part-time.

The nails lasted ages, but I picked them off in the end.

 

[Susie H]

Big bright smile when you see her and reasure her that the longer time she has them the fewer nails she will damage. Then do the repairs and suggest that she has them a little bit shorter until her wedding set and tell her how much its cost her, only don't do the I'm sorry its .... or I'm afraid I've got to charge you....... just tell her what it is ..... much and is there anything about caring for them that she'd like you to go over again?
Good luck hun, don't forget she's worried to, it is her wedding coming up and she wants it all to be perfect:hug: