Client's hair extensions gone dry, booo :( x

[Pixii]

Hello guys! I have a client who has had her extensions in 2 months, we stay in touch quite alot and today she asked me if i used a different hair company to normal as her extensions went dry after only 3 days, she is a regular client, I know she looks after her hair extensions and she is also a hairdresser. She does tone them an ashy colour as her hair is quite silver. But she does this each time she has extensions and hasnt changed the product she uses to do this so I dont think this is why. I doubt I will get a new set of extensions from the supplier due to her waiting 2 months to mention it and also as they are now an ashy colour. I definitly want to sort this, now i have contacted the company, and if a new set of extensions are out of the question (which they probably are) Should i just offer free fitting next time? She is a great client and brings me lots of business through word of mouth. I have never had this happen before. I am really dissapointed Any input would be fantastic Thank you.

 

[dolled up]

As far as I'm aware, most extension suppliers don't advise you to colour the extensions (I know you can colour some of Balmains) do that could be the problem & they will not refund if they have been coloured. Is she using the correct aftercare products from your supplier? Has she been using products not specified for extensions? Xx

 

[Pixii]

Thank you for your reply, they do say you can dye them. and normally she does and they are fine. Yes she always buys the correct after care, and as far as I am aware she uses it. As i doubt I will get the hair replaced, would you say i should offer a free fitting or hair and a fitting? I could tell that she really didnt want to complain, and she was very nice about it even saying "but i still love them" lol, nomrally i would suspect someone seeking a freebie. But not with this client.

 

[dolled up]

See if you can send a few strands of them off to your supplier so they can test them. Personally I wouldnt offer a free fitting, maybe take a % off what you would charge to put them in? Has she been coming to her maintenance apps? Maybe a good hair extension revitaliser mask will sort it out (; xxx