To give a guarantee or not?

[LaBelle]

Hi,

I am quite new to this site, as well as to nails, too. I have posted a few replies before but this is my first topic.

I wonder do you guys give guarantees for your sets of nails? Here in Finland some technicians give a one or two week guarantee, and some don´t. I give a guarantee of one week, because I am new and still make mistakes, so if a nail falls off or the lifting is really bad, and the client contacts me, I will correct it again for free.

I would really appreciate your comments, and how it is out there in the big world

 

[viis]

if a nail falls off or the lifting is really bad, then we fix it for free because it is our mistake. but i cannot remember, when i was doing it for the last time
in all other cases, when nails were broken by the client, it is a matter of usual correction for payment

cheers and welcome :hug:

 

[Lynne Baker]

I don't perform nail extensions but I offer a 100% money back guarantee on all my products and services. If my client is disappointed in any way I will give them their money back. This has never happened yet, but it's amazing how reassured it makes my clients (existing and prospective) feel. We can all make mistakes but it's how you deal with the mistake which marks you out against your competitors.

 

[beautyathome]

Hi,

I am quite new to this site, as well as to nails, too. I have posted a few replies before but this is my first topic.

I wonder do you guys give guarantees for your sets of nails? Here in Finland some technicians give a one or two week guarantee, and some don´t. I give a guarantee of one week, because I am new and still make mistakes, so if a nail falls off or the lifting is really bad, and the client contacts me, I will correct it again for free.

I would really appreciate your comments, and how it is out there in the big world

if they break within the first week i will fix them. At the beginning i had a few that were breaking, now rarely. With time you will build your confidence and find ways at improving them. Good luck chuck lol. x :green:

 

[fiona wallace]

We have offered a guarantee for the last 10 and a half years on new sets only - if you have a breakage or are unhappy within the first 13 days, then we will repair free of charge.

We do this to encourage people to keep their enhancements on. If they are still looking great by rebalance time (14 days) then client is much more likely to keep them up, if they break several after a few days, for example, they are more likely to become frustrated with them and want them removed (or pick them off).

To be honest, we have a couple of breakages a month and 3 or 4 're-do' sets a year to fix under this guarantee (and we are a large salon) so it is very worthwhile for the reassurance it gives a client on her first visit.

 

[LaBelle]

Thank you a lot. Your comments encourages me to stick to my guarantee policy.

 

[Bagpuss]

Hiya

I don't guarantee as a rule...simple cos i don't see how we can. I have no idea what clients are doing with their hands when they leave me...they could go home and trash them.

I take each circumstance as it comes...i never refund but will repair a broken nail FOC IF i feel they are genuine.

Once a young girl came on a fri and had a full set...mon she rang and said they had all fell off....complete rubbish. She said she wanted a refund....she probably took her dress for the weekend back too and complained her hair doo for the weekend was rubbish also....i offered for her to come back and see me to look at her nails but stated that NO refund would be given...she never showed up.

 

[mannipatch]

I guarantee all my nails for the first 7 days.
I started to do this five years ago because in my area the biggest complaint I hear is that they had them on before at such and such a place and they all fell off in the first couple of days, making them a very expensive service if they last no longer than that.
I very occasionally will get a new client (new to nails) who will have a break, I have no problem doing a repair or replacement complimentary. I find this guarantee encourages the previously disappointed client to try again. Armed with their cuticle oil and aftercare leaflet which states that to avail of the guarantee they must contact me immediately to arrange appointment. I point out that the guarantee will be null and void if the breakage is not reported to me within the first 7 days. If it is not the repair will be charged at £5 for single nail, £3.50 per nail outside of maintenance appointment and £2.50 per nail at maintenance appoinment.

 

[Nataliya]

Hiya

I don't guarantee as a rule...simple cos i don't see how we can. I have no idea what clients are doing with their hands when they leave me...they could go home and trash them.

I take each circumstance as it comes...i never refund but will repair a broken nail FOC IF i feel they are genuine.

Once a young girl came on a fri and had a full set...mon she rang and said they had all fell off....complete rubbish. She said she wanted a refund....she probably took her dress for the weekend back too and complained her hair doo for the weekend was rubbish also....i offered for her to come back and see me to look at her nails but stated that NO refund would be given...she never showed up.

crikey, how familiar does that sound:irked: some clients are in fact doing such a thing by purpose to get things free.

I do not mention a guarantee either because of the above. I make sure i talk them through the aftercare, factors that potentially can cause a disturbance, what is best routine to follow to guarantee a longevity of their enhancements. I also give them a CND aftercare leaflet.
I dont do free repairs, unless i can see that there was a fault on my behalf, which generally does not happen. In the past I had clients turning up after 2 weeks claiming that their nails were starting to come away the next day, and i usually tell them that they HAVE to let me know asap as it happens, and not after 2 weeks. Usually these kind of clients looking for a discount.

Once they realise that they have to pay 6 pounds for a replacement nail, their nails suddenly stop breaking

IMHO:hug:

 

[sknight]

crikey, how familiar does that sound:irked: some clients are in fact doing such a thing by purpose to get things free.

I do not mention a guarantee either because of the above. I make sure i talk them through the aftercare, factors that potentially can cause a disturbance, what is best routine to follow to guarantee a longevity of their enhancements. I also give them a CND aftercare leaflet.
I dont do free repairs, unless i can see that there was a fault on my behalf, which generally does not happen. In the past I had clients turning up after 2 weeks claiming that their nails were starting to come away the next day, and i usually tell them that they HAVE to let me know asap as it happens, and not after 2 weeks. Usually these kind of clients looking for a discount.

Once they realise that they have to pay 6 pounds for a replacement nail, their nails suddenly stop breaking

IMHO:hug:
[/color]

LOL how familiar that sounds!!:lol:

 

[nailspirit]

Moi!
You prob think im grazy but...

I guarantee my work from rebalance until rebalance (max 4 weeks though). Ex. clients own damage for breakage. And i do let them know that i dont believe the ufos who steal the nails during the night etc.
So basically this lets my clients know that nails should really last. I dont see this as free work, i see it as a good service. All my clients get guidelines how to take care of nails at home. And probably my lecturing talent is good because they really take care of their nails.

It all goes back to a time when i used to have my nails done by somebody else. I went in, had my nails done in 1h, next they were all lifting. Went back to the place to ask for repair and i had to peg them to fix my nails. They did not give any guarantee so i had to pay for their mistakes.

I have gained a lot of clients just because of that guarantee sentence in the end of pricelist:lol:. And that sentence keeps me really motivated to always perform my best!

Good luck with your salon:hug:

 

[tigi]

I offer one nail replacement for free with each rebalance and also a free replacement if a nail lifts or breaks in the first seven days.

I feel that this is working well for me and so far have only had to replace one nail free of charge.

I am not long starting out, and can see that i may get the odd client at some point trying to take advantage, but I will cross that bridge if or when i get to it.

tigi

 

[RedAdmiral]

I dont state that I offer a guarantee, at my descresion I will do a free repair but mostly I charge. Only today I was called by a client who had a repair on sat (and paid €7) as brisa came clean off. This was my mistake as I put a natural tip on and brisa only works with clear tips so she'll have to come in for free. This is more of a problem for her which I am sorry for. My work should last for 2 weeks after that maintenance is due and clients will have to pay.
Clients have to learn that 2wks is when they are due back and anything longer can cause the nail to be unbalanced and put stress on the nat nail.

 

[LaBelle]

My first set of nails ( gel ) were done by a nailtechnician who gave a three week guarantee. The set was fabulously done with CND products and lasted perfectly the 3 weeks they were supposed to last. And I was very hard on them, working with horses etc...
I wish I will be as confident as that someday.

 

[Missy G]

Hiya

I don't guarantee as a rule...simple cos i don't see how we can. I have no idea what clients are doing with their hands when they leave me...they could go home and trash them.

I take each circumstance as it comes...i never refund but will repair a broken nail FOC IF i feel they are genuine.

Once a young girl came on a fri and had a full set...mon she rang and said they had all fell off....complete rubbish. She said she wanted a refund....she probably took her dress for the weekend back too and complained her hair doo for the weekend was rubbish also....i offered for her to come back and see me to look at her nails but stated that NO refund would be given...she never showed up.

Im glad somebody else sees it this way too !!,when I first read this thread I didnt know if I was having a blonde mo ,but couldnt get my head round why people were giving a guarantee to their work.It came straight to my head..how the hell do you know what a client is doing to their nails when theyve left you!!!

 

[mannipatch]

Im glad somebody else sees it this way too !!,when I first read this thread I didnt know if I was having a blonde mo ,but couldnt get my head round why people were giving a guarantee to their work.It came straight to my head..how the hell do you know what a client is doing to their nails when theyve left you!!!

Ok - to try to explain. I give a guarantee for the first 7 days. I use this in my marketing which I find helps to keep me in a full time job. I have replaced one nail which the client broke on a shopping trolley in the last 8 weeks. That takes me 5 mins and is worth a regular client who spends over £500 with me a year. Everyone has different veiws but this works for me in my area.

 

[Lucia Etch]

I guarantee my work for the time that my client is in my establishment.

In the beginning of my career, putting a guarantee in writing clients had a way of losing enhancements.

When they realize that I’m too busy working on other clients no one breaks,chews,lifts or as I heard early in my career, woke up with all their nails next to them on their pillow.:smack:
“They just all started falling off.” :smack:

I don’t have time for repairs. Yes, I have been 100% honest here and while working. I very rarely get a call for a repair. Stuff (the other word that starts with S), happens.

When the client is ready for her “repair” I ask, “What did you do to my nails”.:idea:
It’s amazing to hear the responses;
I slammed it in the trunk.
I closed the door on it.
I got it caught in the dryer door.

So, weird as I may sound, I don’t accept the blame for something (as others here have stated) I have no control over.

 

[Missy G]

Ok - to try to explain. I give a guarantee for the first 7 days. I use this in my marketing which I find helps to keep me in a full time job. I have replaced one nail which the client broke on a shopping trolley in the last 8 weeks. That takes me 5 mins and is worth a regular client who spends over £500 with me a year. Everyone has different veiws but this works for me in my area.

Mmm , still confused, I dont know if its because Im in a different situation , but Im mobile, and I charge for a miniumum call out depending on distance , and then add on nail repairs if someone breaks a nail, but luckily they just wait untill their next appointment.

But saying that I did have a problem with what I thought was pocket lifting at one point, and when a couple of clients lost some of their nails they cancelled and were never to be seen again.Do you think if I introduced a guarantee I could of savoured these clients then possibly ?

 

[mannipatch]

Mmm , still confused, I dont know if its because Im in a different situation , but Im mobile, and I charge for a miniumum call out depending on distance , and then add on nail repairs if someone breaks a nail, but luckily they just wait untill their next appointment.

But saying that I did have a problem with what I thought was pocket lifting at one point, and when a couple of clients lost some of their nails they cancelled and were never to be seen again.Do you think if I introduced a guarantee I could of savoured these clients then possibly ?

Every situation is different and you must do what you deem is right for you and profitable for your business.
I am not mobile. The client comes to me so I do not have to take the time or expense to go to them. If I was mobile I would have to reconsider my objectives.
May I also add that I do not and have never offered a refund for nails. My guarantee (which already stated is usually not needed) is an added incentive for new clients that have had disappointments in the past. When they see that I offer 7 days replace or repair guarantee they are more inclined to book with me and stay with me. I really did pick my clients brains about this and it is one of the deciding factors why they lift that phone and book with me. Many times I have answered the phone to a prospective client who first thing asks - is that the place that does the guarantee, it is just that I had nails on before and loved them but they fell off on the third day. I do know that clients new too nails are much harder on them and more prone to breakages but as the time goes on they get better and better. There will always be clients that come and go but I do think that with some kind of guarantee it gives you the edge over your competition for very little outlay. I hope I have explained myself ok.


First of all I do not and have never gave or offered a refund. I will do a repair complimentary

 

[Peter Pan]

the only guarantee my boss gives is that my nails are the best in the town...............im inclined to agree with her, as there are only 2 other salons in the same town/village and ive seen the other two salons nails - one of them has only done 1 course (4 DAY) and the other salon, has their staff coming to ME cos they dont like what there tech produces.............go figure xx