Feeling a bit down

[Nailosophy London]

Ok here is my 10 cents worth .

No matter what type of nightmare a client is you need to remain professional at ALL times . Sending a text telling her 'she is being cheeky' and then in another 'why am I not surprised ' and then wanting to send one saying 'you are more than happy to go back and have cement put on your nail is just NOT professional no matter how she has behaved

I am not trying to be harsh as she sounds a complete nightmare but the way you handle it now if done wrongly will come back at some point and bite you on the backside ;-) Never enter into a slanging match with people . It just does not work and as I said is not professional

Bottom line is you have been reasonable in your course of action and she has not . Having said that you need to take the higher ground here

I would send something back like

I am sorry you are unhappy with my service but I have done everything possible to rectify your problem without even seeing the said nails . Nothing I have offered to do including redoing your nails was acceptable to you .

I therefore thank you for your custom and wish you all the best with another salon . Kind Regards blah blah blah

Then after that text DO NOT ENTER INTO ANY FURTHER DISCUSSION WITH HER . NOTHING , NADA , ZILCH

The more you keep conversing with her the worse it will get . Ban her from your facebook page and then put it out of your mind . You are NEVER going to keep her happy .

On another side note those nails are far too long for her nail bed . They are out of balance which may account for her losses. Also with any new client don't just tell them what the aftercare is . Give them a printed Aftercare sheet to take away and go through the main points with them

Would like to reiterate I am trying to be helpful here , not make you feel bad

hi hun

this advice is really appreciated.. i can assure you that the cement comment was not sent. i wrote that in the heat of the moment on the forum.. however i did say the why am i not surprised comment (guilty) .. i can on here straight when i first recieved her text .. i value all your feedback and advice..

i have tried to rectify it as professionally as i could and i shouldnt have let her get to me..i will follow what you said. what all of you have said.

 

[Nailosophy London]

Ok here is my 10 cents worth .

No matter what type of nightmare a client is you need to remain professional at ALL times . Sending a text telling her 'she is being cheeky' and then in another 'why am I not surprised ' and then wanting to send one saying 'you are more than happy to go back and have cement put on your nail is just NOT professional no matter how she has behaved

I am not trying to be harsh as she sounds a complete nightmare but the way you handle it now if done wrongly will come back at some point and bite you on the backside ;-) Never enter into a slanging match with people . It just does not work and as I said is not professional

Bottom line is you have been reasonable in your course of action and she has not . Having said that you need to take the higher ground here

I would send something back like

I am sorry you are unhappy with my service but I have done everything possible to rectify your problem without even seeing the said nails . Nothing I have offered to do including redoing your nails was acceptable to you .

I therefore thank you for your custom and wish you all the best with another salon . Kind Regards blah blah blah

Then after that text DO NOT ENTER INTO ANY FURTHER DISCUSSION WITH HER . NOTHING , NADA , ZILCH

The more you keep conversing with her the worse it will get . Ban her from your facebook page and then put it out of your mind . You are NEVER going to keep her happy .

On another side note those nails are far too long for her nail bed . They are out of balance which may account for her losses. Also with any new client don't just tell them what the aftercare is . Give them a printed Aftercare sheet to take away and go through the main points with them

Would like to reiterate I am trying to be helpful here , not make you feel bad

as far as the length was concerned... she wanted them longer than that.. to which advised her not to however they have grown out in 6 days since when i done them.

 

[perfect10kb]

Thats great that you can take it all on board . Re the length . The rule of thumb is half the nail plate again for maximum length

If they choose to go longer than that you need to point out to them about them being out of balance and will not last as well etc . I usually demonstrate this to them with a pencil over the side of the desk . Hold the pencil with most on the desk and press the free end to show them the flex . Then move more of the pencil free from the desk and press again . They will see how much more the pencil flexes when it is out of balance and that is what will happen to their nails

With any 'difficult ' client it is always best to take a step back ,think before you reply ( actions and consequences ) keep your comments to a minimum , sticking to only the facts involved , saying as little as possible while still remaining professional
x

 

[Fisou]

You need some good terms of service up front, very visible o new clients where you lay down your house rules for cases like this. Client records with aftercare recommendations, the timings for when you will refund or offer to repair or just leave it up to their responsibility, etc. That will save you much pain in the future.

Hoping you get this sorted

 

[blossom]

I agree on the length, very vulnerable.

Warning bells would have been ringing from the start with this one, the PayPal issue, the gel still left on without telling you, the fact that she's picked it off etc
[emoji51]

I also find it odd that you refunded for one nail, when she wouldn't let you repair it. I can understand you felt backed into a corner but she started to feel she had the upper hand after that.

I love the pencil trick above btw

I agree, send something along the lines of perfect10's response and leave her to stew

 

[Nailosophy London]

thank you everyone.. from now on ill make sure that the relevant info is passed on before i visit..