I've just received a message from a client I did on Tuesday saying that it's only day 2 and already her shellac is coming off on some nails and one has come off completely. She sent me a photo (which I can't attach for some reason) and I did Blackpool so it's quite easy to see - it looks like it worn away on the free edge on middle, pointer fingers and on the inner side of the thumb free edge. I know she is a housework freak and has a bit of an OCD problem in this area so when I finished her nails I gave her an after care leaflet and emphasised the importance of wearing gloves etc and gave her a free pinkie solar oil.
This is my first complaint and I've broken my own rule by saying I would re-do them at no charge. I've explained that it looks like chemical use etc, and she admitted she hasn't been wearing gloves so I'm almost certain it's nothing I've done. Problem is she is a new client, recommended by another client, and she has lots of friends who could become potential clients so I don't want to be in a position where I'm throwing away a good prospect. I've told her I won't charge on this occasion purely because she's never had shellac before and when I'm face to face with her I will better explain that it's a one off and I wouldn't normally offer that.
She is known as a messer and proved this by cancelling and re-arranging 4 appointments with me, sometimes texting half an hour before her time. The more I'm trying to convince myself I've said the right thing the more I'm thinking I haven't ! Well it's said now, perhaps I need to toughen up in the future!
This is my first complaint and I've broken my own rule by saying I would re-do them at no charge. I've explained that it looks like chemical use etc, and she admitted she hasn't been wearing gloves so I'm almost certain it's nothing I've done. Problem is she is a new client, recommended by another client, and she has lots of friends who could become potential clients so I don't want to be in a position where I'm throwing away a good prospect. I've told her I won't charge on this occasion purely because she's never had shellac before and when I'm face to face with her I will better explain that it's a one off and I wouldn't normally offer that.
She is known as a messer and proved this by cancelling and re-arranging 4 appointments with me, sometimes texting half an hour before her time. The more I'm trying to convince myself I've said the right thing the more I'm thinking I haven't ! Well it's said now, perhaps I need to toughen up in the future!