Client complaint

[pug queen]

Hi guys, I have a client that is a friend of on of the girls I work with. She doesn't like having to paying for her nails to be done. She seems to be under the impression she should get freebies cos she is her friend.

Anyway had her nails done 2 weeks ago and she is now messaging me saying they have peeled off without any problem and just felt soft. Bear in mind my sets last 4-6 weeks ( longest) I pride myself on my prep etc. I am sure she has used bleach/ cleaning products, without gloves and dissolved them. I have said tha now sounds like cleaning products etc, and have told her to make sure she uses gloves etc. Not offered her anything as I am 100% sure it is not my fault. None of my client ever have this problem. She has just messaged me saying maybe it is because she has had these nails on 9-10 weeks, ( she has had them infilled like 3 times. So can someone tell me if I have said the right thing and what they would say? Xx

 

[lilyanna]

Is this the first time you've worked on her? If so I would probably let her come in and have it done again. Or you can tell her no and just know she probably won't be back and might tell a few people of her experience. Depending on what you charged her and how long they are supposed to last. I do gel polish (no sets) and if someone said their nails only lasted a few days I would do it over because I tell clients they should at least get 2 weeks out of them. But it's totally up to you!

 

[Cindy2021]

If they peeled off after 2 weeks I doubt it's anything you've done.
I'd reply that an infill wouldn't make any difference to the longevity.
If she's after freebies and isn't happy with your reply it may not be any great loss if she doesn't rebook.

 

[pug queen]

Yeah she has had her nails done a lot of times with me now. Never a problem. Has Infills regularly. She's had these on 2 weeks and normally would come in for an infill of acrylic and shellac on top but is saying they have come off. But I know she never wears gloves and I have told her to. Xxx

 

[pug queen]

Thanks ciderella71, not being cocky at all, but my nails last a long time on all my clients. I know this lady does not wear gloves and I have told her to plenty of times. X

 

[pug queen]

Should I say maybe the only thing I can do is offer her, her nail art fee free on her next appointment. Or is that like I am admitting it is me? X

 

[Cindy2021]

I've had this before and have asked at their next appointment if they are using different products, following after care etc as something has caused this.
If she has to pay for a new set she might think twice about putting her gloves on next time..,
I recently did a set half price for a great client as she had used a product I told her to steer clear of but she thought it would be ok. Yes she knew it was her fault and was willing to pay full price but she is a very good client and it was my choice not to charge full price.

 

[asteropi]

Should I say maybe the only thing I can do is offer her, her nail art fee free on her next appointment. Or is that like I am admitting it is me? X

It's admitting it's your fault. 2 weeks in, it's definitely her doing, not your application. don't undersell yourself

 

[pug queen]

Thanks asteropi [emoji106]x

 

[CocoAllure]

Why would anyone want nails on for longer than 2 weeks anyway? It's actually really dangerous as if caught it can cause serious damage

 

[perfect10kb]

Why would anyone want nails on for longer than 2 weeks anyway? It's actually really dangerous as if caught it can cause serious damage

I dont really understand your reply . Can you expand what you mean by' Why would anyone want nails on longer than 2 weeks as its really dangerous ? '
x

 

[dazzle.digits]

I dont really understand your reply . Can you expand what you mean by' Why would anyone want nails on longer than 2 weeks as its really dangerous ? '
x

I was wondering this too...

 

[Sara-Jane]

I think it's more down to we all know our clients should be having regular 2 week infills, but clients now want more like 4 weeks out of their nails then start complaining of service breakdown, lifting and so on

 

[cheekychick]

The stress point will move as the nail grows out causing the enhancement To become weak & unbalanced.

 

[CocoAllure]

The stress point will move as the nail grows out causing the enhancement To become weak & unbalanced.

Thanks cheekyC