MissMuggle
Well-Known Member
Sorry but this will be a bit long winded. I did a new clients hair couple of weeks ago ( mobile client). She wanted a t-line of caramel highlights not too blonde and NO ASH!!! and a cut. Her natural base was 6/7 with faded blonde on tips (level 9 old colour). Anyway I used koleston 9/17 with 40 vol & 7/17 with 30 vol alternating foils. Client said she was happy with result and I left. I receeived a message from her this week asking if I could do a few lighter highlights as she had 'lived with it' for a few weeks and felt it was too dark. So i replied saying no problem and booked her into my new salon yesterday. When she came in her hair looked lovely and she even commented that she 'almost cancelled s it was looking good today, but I think it's my new shampoo and conditioner'. did a consultation again and she even said she wouldn't mind paying a bit more to get it lighter. She went on to say that she wanted it a bit lighter and more at the sides. I did another t line alternating blondor with 20 vol and kp 10/16 with 40 vol. Brighter results and much happier. I only charged her for t -line. not blow dry and even gave her 20% discount (£32).
However received this message from her today and i'm pretty thrown by it. Can anyone advise on what they would have done or would do in this situation. never had this happen before.
Thanks for yesterday.
Got to be honest though Mary, unfortunately, I left the salon yesterday feeling quite ped off and more than a little taken aback that you had opted to charge me a second time on top of the £40 odd I paid a fortnight ago; this time for what seemed to amount to cost of a full head of highlights pro rata? - (Im basing this on your website charges listed, the £32 approx you requested would equate to full head highlights @ £52? 32 being the pro rata charge before allowing for the 40% discount that you are currently offering).
When Id e mailed you to ask if you would mind lifting the colour a bit because I felt it was a bit too dark having lived with it a couple of weeks, I fully expected that when you agreed and said no problem that this would be seen as not chargeable i.e. that youd agreed to amend the colour to complete the task to the clients liking. I guess I applied the same reasoning that I would if a client of mine asked that I amend a task carried out for them that they werent entirely happy with; in that if I agreed to do it I wouldnt think it acceptable to expect them to pay again.
I had said yesterday that I didnt mind paying a bit more meaning that if we deviated from T zone to half head for example Id be happy to cover the difference. I appreciate that its not ideal to have to apply additional time to a task you think youve completed (for hairdresser or client) but I do think its reasonable to allow a client to take a bit of time to live with highlights or a cut for that matter and in my experience most hairdressers will normally offer the option for you to return to amend if not happy with either, free of charge of course.
I have never returned for a re-do of highlights before personally so I even texted a selection of girlfriends who I know have been highlighting their hair for years to ask if they thought I was being unreasonable to expect not to be charged fully again they all agreed that it would be reasonable not to pay full charge again for the same thing.
The other slightly worrying thing is that my scalp has been smarting quite a bit overnight and today- subsiding now but still not 100% never experienced that before with highlights I guess 2 lots in succession might do that??. Tried a load of conditioner this morning .perhaps you can suggest something else that I might apply to alleviate it olive oil?
Would be good to hear your take on all of above.
With thanks and best regards,
Heather
However received this message from her today and i'm pretty thrown by it. Can anyone advise on what they would have done or would do in this situation. never had this happen before.
Thanks for yesterday.
Got to be honest though Mary, unfortunately, I left the salon yesterday feeling quite ped off and more than a little taken aback that you had opted to charge me a second time on top of the £40 odd I paid a fortnight ago; this time for what seemed to amount to cost of a full head of highlights pro rata? - (Im basing this on your website charges listed, the £32 approx you requested would equate to full head highlights @ £52? 32 being the pro rata charge before allowing for the 40% discount that you are currently offering).
When Id e mailed you to ask if you would mind lifting the colour a bit because I felt it was a bit too dark having lived with it a couple of weeks, I fully expected that when you agreed and said no problem that this would be seen as not chargeable i.e. that youd agreed to amend the colour to complete the task to the clients liking. I guess I applied the same reasoning that I would if a client of mine asked that I amend a task carried out for them that they werent entirely happy with; in that if I agreed to do it I wouldnt think it acceptable to expect them to pay again.
I had said yesterday that I didnt mind paying a bit more meaning that if we deviated from T zone to half head for example Id be happy to cover the difference. I appreciate that its not ideal to have to apply additional time to a task you think youve completed (for hairdresser or client) but I do think its reasonable to allow a client to take a bit of time to live with highlights or a cut for that matter and in my experience most hairdressers will normally offer the option for you to return to amend if not happy with either, free of charge of course.
I have never returned for a re-do of highlights before personally so I even texted a selection of girlfriends who I know have been highlighting their hair for years to ask if they thought I was being unreasonable to expect not to be charged fully again they all agreed that it would be reasonable not to pay full charge again for the same thing.
The other slightly worrying thing is that my scalp has been smarting quite a bit overnight and today- subsiding now but still not 100% never experienced that before with highlights I guess 2 lots in succession might do that??. Tried a load of conditioner this morning .perhaps you can suggest something else that I might apply to alleviate it olive oil?
Would be good to hear your take on all of above.
With thanks and best regards,
Heather