What would you do about this situation?

[millytint]

Hi all

So here's the situation! (sorry its a long one!)

I got an e-mail from a new client about a week ago and she wanted to book in for a full leg wax, brazillian, acrylic nails and lashes so we arranged her booking and then she asked the price so i told her and then i heard nothing, so then i realised that she could have all those treatments in a pamper package (it would save her about £5) and again she didn't reply, i was quite confused at this point because she had actually booked in and given her address phone number etc.... so i thought she may be busy so i left it a few days then rang her 2 days before her app was due- she text back saying she was in work and it was still fine for the app to go ahead.

So.... all went fine and we got on really well- but when it came to me doing her nails- i couldn't open the glue! no matter how hard i tried it had stuck together! even her dad tried and failed (i actually have blisters on my hand now too ) so she said dont worry we can do them tomorrow and agreed to have the rest of the treatments that day.... so we i did her waxing and lashes and she seemed really pleased.

The problem is.... she cancelled her appointment for her nails! (by text) and i am not very happy as it was agreed that i would do all these treatments as part of a pamper package- therefore she got it for a cheaper price. and now she's cancelled her nails- she got away with getting the other treatments cheaper! ok it works out at about £5 that it would have been extra for the previous treatments- but then there was also another £2 she WAS getting off the nails- so thats £7 altogether- i know its not a lot- its just the whole principal of it and how i cant believe she just cancelled just over an hour before i was due there! AND i have just been out to get a new glue especially for this service today

Just dont know what to do now......

Also i would really like to no for what reason she would cancel 1 hour before the treatment- i really do think that is unacceptable! alls she said in the text was "so sorry got to cancel today love my lashes though- thanks"!

 

[Verve Designs]

Hi all

So here's the situation! (sorry its a long one!)

I got an e-mail from a new client about a week ago and she wanted to book in for a full leg wax, brazillian, acrylic nails and lashes so we arranged her booking and then she asked the price so i told her and then i heard nothing, so then i realised that she could have all those treatments in a pamper package (it would save her about £5) and again she didn't reply, i was quite confused at this point because she had actually booked in and given her address phone number etc.... so i thought she may be busy so i left it a few days then rang her 2 days before her app was due- she text back saying she was in work and it was still fine for the app to go ahead.

So.... all went fine and we got on really well- but when it came to me doing her nails- i couldn't open the glue! no matter how hard i tried it had stuck together! even her dad tried and failed (i actually have blisters on my hand now too ) so she said dont worry we can do them tomorrow and agreed to have the rest of the treatments that day.... so we i did her waxing and lashes and she seemed really pleased.

The problem is.... she cancelled her appointment for her nails! (by text) and i am not very happy as it was agreed that i would do all these treatments as part of a pamper package- therefore she got it for a cheaper price. and now she's cancelled her nails- she got away with getting the other treatments cheaper! ok it works out at about £5 that it would have been extra for the previous treatments- but then there was also another £2 she WAS getting off the nails- so thats £7 altogether- i know its not a lot- its just the whole principal of it and how i cant believe she just cancelled just over an hour before i was due there! AND i have just been out to get a new glue especially for this service today

Just dont know what to do now......

Its a tricky one...I understand the principle- but technically she didn't get something she paid for. Is the money worth the 10 or 20 people she might bad-mouth you to? (she might not be the type of course..but its a risk)

 

[Jenx]

I can't give any advice as to what to do, but I would probably just leave it as it isn't really worth the hassle. I understand you being annoyed, but just make sure it doesn't happen again.
Maybe next time if this situation arrives (hope it doesn't) then you could charge full price for all the other treatments and just give her the discount off her final treatment (in this case being her nails).
I'm sure you have already thought of that, but just thought I would mention it :hug: xx

 

[millytint]

Its a tricky one...I understand the principle- but technically she didn't get something she paid for. Is the money worth the 10 or 20 people she might bad-mouth you to? (she might not be the type of course..but its a risk)

Definately not- good point thanks

 

[millytint]

I can't give any advice as to what to do, but I would probably just leave it as it isn't really worth the hassle. I understand you being annoyed, but just make sure it doesn't happen again.
Maybe next time if this situation arrives (hope it doesn't) then you could charge full price for all the other treatments and just give her the discount off her final treatment (in this case being her nails).
I'm sure you have already thought of that, but just thought I would mention it :hug: xx

Thanks Jen, do you mean just charge the full amount the first time regardless of wether or not they have all the treatments that day? xxx

 

[vgml]

Maybe next time if this situation arrives (hope it doesn't) then you could charge full price for all the other treatments and just give her the discount off her final treatment (in this case being her nails).

I don't agree. If client has cancel (nail) treatment then I would charge full price for all other treatments. But in this case why should she? It wasn't her fault, she was ready to have that last treatment.

 

[kezza*]

Hi
I would have asked her if she had wanted to pay for all the treatments together on the tha day you did her treatments,,,, that way she is paying only once and all together, if she had said that she'll pay for the nails when she has the appiontment had charge her the full amount and then when she has the nails don't deduct the discount then,,,, does that make sense????
You could have text back saying I got your text I have cancelled your nails for today did you want to rebook??? Glad you liked your lashes something on those lines.
Kerry

 

[millytint]

Hi
I would have asked her if she had wanted to pay for all the treatments together on the tha day you did her treatments,,,, that way she is paying only once and all together, if she had said that she'll pay for the nails when she has the appiontment had charge her the full amount and then when she has the nails don't deduct the discount then,,,, does that make sense????
You could have text back saying I got your text I have cancelled your nails for today did you want to rebook??? Glad you liked your lashes something on those lines.
Kerry

I was thinking at the time maybe i should say to pay the full amount initially but then wasn't sure it was fair to as she hadn't yet received one of the treatments :S
The thing with asking her about re-booking is she is actually going on holiday tomorrow and then when she comes back she's going back to her place (which is not round here) i did her treatments at her dads house yesterday because she had came back for a few days and i dont know if she will even be coming back to my area anytime soon.... i know i should just forget about it now because of this but it's just knowing what to do if the situation ever arose again!

 

[angelina221]

[COLOR="Blue"[/COLOR][quote="bellalashes, post: 1006866"]I don't agree. If client has cancel (nail) treatment then I would charge full price for all other treatments. But in this case why should she? It wasn't her fault, she was ready to have that last treatment.[/QUOTE]

Completely agree!! She had already booked her treatment time and it's not her fault that you couldn't get the lid off the glue. She then had to book another appointment for another day so that her treatment could be finished.
As it turns out, she couldn't make this appointment. She had to inconvenience herself for another day (although she couldn't make it), so i think it;s silly to quibble over a £5.
Ok you lost a fiver but she had to re-arrange, couldn't make it, so in the end she didn't even get her nails done, which is what she wanted.

 

[NailsByTracy]

I wouldn't worry about it. It's not like she didn't pay for the other services she received.
Since she's a new client, and you tried everything you could to accommodate her, I'm sure she will be back for more services. She will probably also refer people to you since you have the special package deals. If anything you should send her a card apologizing for not being able to do her nail service and give her 10% off her next visit.I would just make sure you stress to her that you have a cancellation policy, and if she has to cancel again to give enough notice. If she cancels too late, you charge her for half the service.

 

[Jenx]

I don't agree. If client has cancel (nail) treatment then I would charge full price for all other treatments. But in this case why should she? It wasn't her fault, she was ready to have that last treatment.

Yeah ok I see your point, I was probably thinking more in general along the lines of if treatments were being done on different days, not the fact that the appointment was rescheduled due to the therapist being unable to carry it out.

 

[shedunlop]

This is just one of those things. I would be pleased that she loves her lashes and will be telling people that. She may forget that you couldn't get the top off your glue! However if you make a fuss about the money she will tell everyone who will listen the whole story and include the bit about the glue so this will not be great for your reputation.

Like I said, just one of those things, not anyone's fault really! :biggrin: