ClaireyCanary
Well-Known Member
So this morning I had a call from a regular client who has been seeing me for about 4 months now. She herself is a mobile hairdresser and does another one of my clients hair.
She rang to tell me that she was with this client and was completely shocked to hear that this client had recieved a soak off of liquid and powder, Mani.Q colour applied and an eyebrow wax for £24, when her rebalance the previous day had cost her £24.
She went on to explain that the other client had been in the salon for 30 minutes longer than her and so surely her rebalance should of been cheaper :s
I explained to her that a rebalance costs more than infills due to extra time and extra product use. I also explained that I never charge for a soak off of enhancements if nail treatments are to be carried out within the same treatment. I just charge for that nail treatment.
She then went on to tell me that my price increases were ridiculous, I told her that all prices increased on average £2-£3 and that this was due to the VAT rise and also because my rental rate had increased, I explained that all clients were given a months notice of the price increase.
She then went on to tell me that as a mobile hairdresser she only had to raise her prices by £1 and doesnt see why I should raise my prices any more than that. She also stated that she has been to the local supplier to review how much my products cost and said that they are extremely cheap and I must be laughing at them all with the amount of money I am making. I kindly explained that I do not purchase my products from the local sallys suppliers, I purchase mine from Blackpool and that they are a fair price to pay, I feel that my prices are fair, and I do not laugh at my clients when I look at my profit margin, (to be honest Iv moved back home with my parents and am taking a second job in the evenings to bring in more cash)
I explained that I was sorry to hear that the client was unhappy but there is nothing I can do to change the matter. She replied that was just fine, I can remove all her pending appointments and expect all my clients whom have their hair done by her to do the same within the next few weeks as they will all be outraged to hear what a mockery I am making of them all.
Well I was quite happy to rub her out of my books after the way she spoke to me and proud I had kept my cool, but thinking back now should I have reacted differently?
Should I of offered her money back? Should I of charged for the soak off? Am I right to charge more for a re-balance?
How would you of reacted to this client?
Please bare in mind that prices in my area may be different to prices in yours, in my town I know of only one other technician that offers a re-balance, others just soak off and start again.
Cheers Geeks hope you can settle my mind and will be interested to hear your opinions.
xxx
She rang to tell me that she was with this client and was completely shocked to hear that this client had recieved a soak off of liquid and powder, Mani.Q colour applied and an eyebrow wax for £24, when her rebalance the previous day had cost her £24.
She went on to explain that the other client had been in the salon for 30 minutes longer than her and so surely her rebalance should of been cheaper :s
I explained to her that a rebalance costs more than infills due to extra time and extra product use. I also explained that I never charge for a soak off of enhancements if nail treatments are to be carried out within the same treatment. I just charge for that nail treatment.
She then went on to tell me that my price increases were ridiculous, I told her that all prices increased on average £2-£3 and that this was due to the VAT rise and also because my rental rate had increased, I explained that all clients were given a months notice of the price increase.
She then went on to tell me that as a mobile hairdresser she only had to raise her prices by £1 and doesnt see why I should raise my prices any more than that. She also stated that she has been to the local supplier to review how much my products cost and said that they are extremely cheap and I must be laughing at them all with the amount of money I am making. I kindly explained that I do not purchase my products from the local sallys suppliers, I purchase mine from Blackpool and that they are a fair price to pay, I feel that my prices are fair, and I do not laugh at my clients when I look at my profit margin, (to be honest Iv moved back home with my parents and am taking a second job in the evenings to bring in more cash)
I explained that I was sorry to hear that the client was unhappy but there is nothing I can do to change the matter. She replied that was just fine, I can remove all her pending appointments and expect all my clients whom have their hair done by her to do the same within the next few weeks as they will all be outraged to hear what a mockery I am making of them all.
Well I was quite happy to rub her out of my books after the way she spoke to me and proud I had kept my cool, but thinking back now should I have reacted differently?
Should I of offered her money back? Should I of charged for the soak off? Am I right to charge more for a re-balance?
How would you of reacted to this client?
Please bare in mind that prices in my area may be different to prices in yours, in my town I know of only one other technician that offers a re-balance, others just soak off and start again.
Cheers Geeks hope you can settle my mind and will be interested to hear your opinions.
xxx