Advice needed, hair extension problem with client!

[natharris89]

Hi. I have never used this page before so I am hoping I'm posting in the correct place.
I currently run a business doing hair extensions which I love and have hundreds of happy clients until today....
To cut a very long story short I have ordered and fitted a clients hair - she was happy!
A week later 6 have fallen out...This has never happened in all the sets I have done, so I think it can be easily be explained, it's either incorrect aftercare, or possibly a dodgy batch of hair?
I have offered several ways of rectifying the problem,
Refitting what she has lost, a free removal, to contact the supplier and have the hair looked at to get to the bottom of it. She wants them removed one minute then the next she doesn't. She is trying to demand a refund which I'm not willing to give, iv provided the service she asked from me and paid me for. Unfortunately the 6 bonds have come out, I don't know what else to do, or offer her! I'm very upset and stressed from it, but want to stick to my guns.
I'm hoping that the supplier will hurry up and reply to me.
Anyone else dealt with anything similar?
Any help and advice will be massively appreciated 😊

 

[KHS]

Hi, stick to your guns! You don't want to be known as the girl who refunds at the drop of a hat.

Have a look here, it may help., you're not alone

http://www.salongeek.com/showthread.php?p=2314229

Confusion is a lifestyle - not a state of mind

 

[vividamnesia]

Clients that flip flop on decisions we give them sometimes need us to set them straight.

Tell her to come in get the 6 re-bonded & feel free to let you know if this keeps happening we will discuss re-fund......If it happens again offer 1/2 refund. Call your supplier & ask if any1 else has had this happen recently they will say no but @least you made the effort & you can tell her this when you make a point to call her around a week or just shy of a week to "check in" about the work. This makes them feel important & shows you care &back your work.

Chances are she just needs the reassurance of her decision to get extensions & will be thrilled @ the care you have taken to fix the problem.....on the other side of the scale,she wants a re-fund, offer 1/2 & a product of some sort, if she makes a big scene just give her the money calmly, memorise her voice,name,look, mark her file as not welcome here or PITA...(pain in the...!)

 

[Nails<3]

You need to see the hair before deciding on anything.

Tell her that she needs to book in with you so you can see what the issue is. You will be able to tell whether its the fitting or aftercare.

If she isn't willing then send her on her way. No refunds. You have provided her a service. If she isn't willing to let you rectify it, thats on her.

Sent from my GT-I9505 using SalonGeek mobile app

 

[kirillr]

Hi natharris89,

You will face problems like this frequently if you are a salon owner. I am totally agree with KHS. Try to be calm on these situations. You have done your job perfectly and you are satisfied about the work. You cannot blame yourself for the thing that has happened to your client. It may be the supplier’s fault or the client has not taken proper care of their extensions. You should be stick on your note and should not refund the money. Moreover, you should ask for extra charge if they want removal. The benefit you can do that you can give her some rebate on removal service. Otherwise, it may become a big issue for you in the future and can harm your reputation. For additional caution, you need to take more a closer look to the extension before you attach them to your clients’ hair.