What would you do with this client?

[HannahKate]

hello lovelies hope you are well
So ive been doing really well since i qualified and last saturday was my businest day yet!
my last mobile appointment of the day was an infill, over some acrylics done by someone else, that were about 2 weeks old.
I did suggest a new set but she was keen to get a bit more life out of them.
One of the nails had already fallen off, so I put a new one on and infilled over the rest. They looked lovely and she was very happy, but of course, today she messaged me to tell me that 2 have pinged off.
I was wary of this because one had already come off.
So, Ive repled suggesting a removal and a full new set by me because I know my work is of a high standard and will last, and that Im not happy to keep 'patching over' someone elses work because they'll just keep coming off, also, my minimum call out charge is £15 so i cant keep coming out to fix 1 or 2 nails.
She has told me that she doesnt have enoughmoney for a new set until payday in a few weeks so she cant pay me all at once.
I want to accommodate all my clients because Im new and Im very concious of keeping people happy incase of bad reviews but I really feel like I should be telling her to wait 2 weeks and then have new ones.
Sorry for the long post, just not sure what the best course of action is here without losing future business as she is generally a nice girl.

 

[HannahKate]

I should add, what shes asked me to do is come and just put 2 new nails on that have come off.

 

[fluffycloudland]

I'd stick to my guns, otherwise it'll be another one next week & the next week. You've set the precedent if you out to her.

Her bank balance isn't your problem.

 

[attitude]

Nope, no way, no how.

 

[CFBS]

No, don't fix any more for her. Insist her next appointment with you is for a new full set and to get in touch when she is ready to book (after payday)

Why has she left her previous nail tech?
Perhaps they could do a removal for her?? [emoji12]

 

[Minkeybox]

Stick to your reply hun. In this game if you give an inch ppl end up (trying to!) take a mile!

You advised her to go for a soak off & new set at the start- she didnt so tough, she either pays the £15 to have the 2 fixed or waits till payday & pays for a soak off & new set then.

Sorry if I sound harsh but honestly, start as you mean to go on xx

 

[HannahKate]

Stick to your reply hun. In this game if you give an inch ppl end up (trying to!) take a mile!

You advised her to go for a soak off & new set at the start- she didnt so tough, she either pays the £15 to have the 2 fixed or waits till payday & pays for a soak off & new set then.

Sorry if I sound harsh but honestly, start as you mean to go on xx

YES!
This is exactly my stand point on the matter, I think im being a pansy because Im still trying to make everyone happy!

 

[Minkeybox]

Its hard when we work on our own isnt it? You start to doubt yourself & end up doing things that you never would usually just cos you dont have anyone telling you otherwise lol!

Well done on your sucess so far hun xx

 

[nailedit00]

Omg I have had problems like this and also being a newbie I find it hard to deal with difficult clients, I understand new clients are so valuable but be confident in your skill and put your foot down! You don't want a client who doesn't value your knowledge anyway hun x

 

[HannahKate]

Ok so update, I put on my big girl pants and said I am happy to come out and apply 2 new nails if thats what she really wants as long as she understands that the others will probably carry on coming off, and that I will have to charge her my £15 minimum call out price. She said she's happy with that, and has asked if she can book me to do a full set of sculptured acrylics in 2 weeks when shes been paid so i guess thats not a bad outcome

 

[Minkeybox]

Yay for big girl pants

Just goes to show we fret about something when theres totes no need to! Well done on the way you handled it & bagging a new client hun xx

 

[HannahKate]

I know, what a wet lettuce I am!
I just hate telling people no, and I avoid confrontation like the plague!
Its all good though, Im glad Im keeping her as a client because we did get on

 

[Trishy133]

Explain that keep going and doing repairs ... firstly the one nail and infill (at charge).. then replace 2 nails(at charge) .. couple days later another couple of nails(at charge)... financially a new set would b easier on her pocket and also gives you a piece of mind and less stress wondering when the next nail flipped off

 

[Welsh Heart]

I always insist in removing previous nails done by another tech. Until recently I was mobile and had a minimum spend of £15.