Help, advice needed!

[BotoxNurse]

Hi geeks,
So 1 week ago I had a client booked in for Gelish. When she got here she saw her friends extensions and asked for extensions instead. Then she wanted Gelish on top. And then she wanted nailart! I could have said no but I didn't, but she was a little demanding but no more tan some I suppose. All this and a bottle of cuticle oil was £40. She is due for infills next Fri but didn't want to book it in. Her friend messages me earlier

Friend " hi Sam, sorry to be a pain but X has now had 2 nails come off. Would it be possible for her to come and have them replaced please?"
Me "of course. I can fit her in tomorrow and it will be £6 x "
Friend " hi, sorry but because they came off so soon I think she thought they would be done free of charge"
Me " I'm sorry X but as they have been in1 week the charge is £3 per nail, which is standard practice. Extensions are generally only guaranteed for free replacement 24-48 hours after application. This is because anything after that timescale cannot be guaranteed to be the products used or the application process"

Have I done the right thing, what do I say next and what could I have done better. Here are the ails and she is a primary school teacher

 

[Cutie-cles]

Im sure you did but did you explain care afterwards etc? Im new to this but doesnt sound like there could have been any more you could have done.
Maybe for future explain to clients that any nails that fall off after 48hour period is subject to a charge x

 

[spacebunny64]

I would say you have done the right thing.

As you said if it was 24 to 48 hours, then Ok, fair enough. But some people just like to try it on.

 

[AmandaGallagher]

I think you are right anyway, you have to have a limit on it or people would be coming in every week looking for a freebie! Even the fact that she didn't contact you herself would annoy me! £40 seems like a good price for everything she got too and they look lovely! I would maybe say to her friend to tell her to call you herself or pop in so that you aren't getting into a row or anything with the friend about it!


Amanda xx

 

[clairgill]

I guarantee my work for 7 days but on the understanding that contact me themselves and on the same day that anything happens to them. Then I can try to unpick if it's an application error or an aftercare error. I then make sure I go through after care again at any repair sessions and give it in a leaflet format not just verbally. I normally find when they delay contacting or do it through a friend it's because they have done something they shouldn't with them x

 

[BotoxNurse]

I agree with what you say. TBH if I wasn't on this forum I would have felt pressure to do them for free. I know it is not a great deal of money but if I start as I mean to carry on then this will give me skills for in the future. I did a good set of nails. I told her the aftercare ( but as it was so late as she wanted all the extras I neglected to give her the leaflet...my mistake) and unfortunately I am unable to see what she is doing 24/7. The fact she told me she was heavily into arts and crafts because of the children she works with would suggest to me that perhaps they have not have been treated with as much respect as my other clients who have not had any problems. 😜

 

[boolou]

You totally did the right thing. I've had to lay down the law for a few of my clients. No refunds, no freebies, no money off. I cover for the first 24 hour, and that is only if I think it was my fault and not picked pr chewed.

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