HELP! Hair Extension Complaint

[clazaridis]

Hi,
I did a full head of extensions for a client 2 weeks ago, her hair was quite short and i explained it wouldn't blend brilliantly etc but she was adement she wanted to go ahead. I did the full amount of hair that she paid for and when i left she wasn't 100% happy with a tuft of her natural hair on top of her head that wouldn't lie flat, she has since had me back today to fit some extra to try and blend this tuft. I was not very happy in doing this as she is in essence a walking advert! I have now had a text saying i have not completed the job properly and she can't afford to keep paying for me to go back with extra hair to be fitted. I have explained she can't physically fit any more on her head, i have already given her discounts, so i'm not sure what else i can do??? I'm so frustrated and starting to feel like she is taking the mick!
What do you think i should say to her?? I feel so frustrated!!

 

[lancashirelass]

How short was it to begin with? When you say a tuft do you mean that the shortest top but won't stay down to cover the bonds

 

[clazaridis]

It was around 3 inches long, and yes the top layer covers the bonds and with a little pursuasion will lie flat but she refuses to leave it at that, she's complainig that i haven't completed the job correctly yet whilst i was there she said nothing about not being happy.

 

[Kate1982]

Hi Hon
I really feel for you on this one.
I'm not a hair stylist but I am a salon owner. (Beauty)
I would 1st ask how confident are you in your abilities? What I mean is if someone has a treatment with me and then isn't happy with it I would need to decide if I was at fault ie was my consultation through enough? Did I explain exactly what the end result would be?
Is the problem that this woman has with her hair something that you warned her about before you did the treatment. If is is then I would tell her this and explain that perhaps the extensions arn't for her.
If you are confident with your abilities and that you are not at fault then ask her how she wants to proceed and go from there.
It's a difficult situation but one that you can learn from and make sure it doesn't happen again. Perhaps take some pictures if she will let you to show future clients what to expect that have similar hair to her.

 

[clazaridis]

I explained to her that it wouldn't be a totally natural finish so she was aware that she wouldn't end up looking like Cheryl Cole. it's her natural hair that is causing the problem, it won't lie flat, I have left the top layer to cover the bonds and it is this she wants more hair on........I've explained it is not possible to do that.

 

[Kate1982]

Wish I could give you technical advice but as I said I'm not a stylist. Hope someone else on here can help you with that.
But what I would say is if it is possible then sugest she has them removed. (Not sure if you can do that though when they have only just been put in.) I would make it clear that it is not your fault but you will remove them for her. However I would definately charge her for this service. I personally would charge full price but you could offer her a discount however she isn't likely to be happy either way. We tend to think that giving a discount will stop them from bad mouthing us to their friends etc but it doesn't. Have a sit down with her and as I sid if you are confident that you have provided a good professional service then just let her know that you are sorry she isn't happy with the result but your service is not at fault.
Just grin and bear it hon take it on the chin and learn from it. We have all been there.

 

[clazaridis]

Thanks, it's just a little annoying that she couldn't raise this issue to my face when i asked her if she was 100% ok with what i had done today. Oh well i've stuck to my guns and explained I have provided the hair & time she has paid for, any hair she requests extra is chargeable, frustrates me bacause i have people on standby for cancellations whilst i'm faffing around with the tuft! lol! If i don't laugh i think i'll cry!!

 

[Kate1982]

Clients very rarely will tell us to our face if they are not happy with something. They wait and then tell all their friends who tell them that they should call us and complain. I even had friends of friends of my clients call me up on their behalf.
The main thing is to assess, solve and learn.
Let me know how it turns out hon.
Good luck.
xx

 

[bubs]

this woman has obviously been so desperate to get long hair she has ignored you saying it wouldnt blend properly and now thats shes got them shes now seeing they arent blending properly so is now trying to hunt for a refund i would tell her that there is enough extensions in her hair and that as you advised they would be as best due to her short hair and explain they will get better in time as her hair grows DEFO NOT YOUR FAULT its the classic i want i want i want and now shes got she isnt happy.

 

[hairstylist2010]

Hi,

This is a difficult one as you want to make her happy but not spend your life pandering to her needs.

Say you will pop round and take another look - this will give her some peace of mind that you are not walking away from the situation. Show her how to style the hair and explain about how it won't lay perfectly flat due to the length.

If she really isn't happy then personally I'd offer to take the whole lot out for free. It's really not getting a bad rep just for one person!

 

[-sophisticutz-]

I am not quite why you would take this job on? For a full head of hair extensions, you need to be working with a bob length at a minimum.

When extending hair, you should be looking to only double your visual length. So this client could have 6 inches added, which is pointless.

I will not extend the impossible, which this is. As you said, it's your reputation on the line.

The client is right on this. I can't imagine extending hair this length could ever look good. Take it out, refund the money and chalk it up to experience.

 

[persianista]

Am with Donna I'm afraid. You should have spotted the tuft before you started. Very short to long is incredibly difficult to do, unless you are doing resin ext and have enough hair to extend 100%. I rarely do it as clients struggle to look after that amount of hair.

 

[lucelasticx]

I really feel for you claradiz but i bet you will never extend hair this short again. My rule of thumb is that clients should be able to get their hair into a small ponytail at the back and then as Donna says it is recommended only to double the length of the existing hair for best results.

I would take her hair out offer her a full refund and put it down to experience. Keep the hair use it for practise or any ongoing training.

Your reputation is the single most important thing you own as a service provider dont risk losing your good rep for a few hundred quid.

:hug:

 

[Stephie]

I really feel for you. First thing I learnt was don't tackle really short hair. I was trained that it's better to say no than to take a risk. Hope it works out OK

 

[crazybek]

Snap with the above from me.
When i first trained in extensions years ago i didnt realise the value of the phrase "not worth the risk" and maybe did a few sets that possibly should have been a no no.The hassle,extra labour time and just pure worry about an unhappy client is never worth it.Bad word of mouth spreads far better than good unfortunatly.
Good way to learn
Hope it works out ok for you
x

 

[LindaHR]

I'm prepared to fit to short hair and I see no reason not to ....BUT....
You have to be aware it is a risk that the client will not like it after all. I always get the client to sign a disclaimer that clearly sets out the contra-indication and the possible unwanted outcome. This is not to opt out of any responsibility but to clarify the situation for the client beyond any doubt, Then I also send photos of other 'successful' short fittings. This allows them to see that there may be a difference in texture or lay between their hair and the extensions. I take the following actions to make the fitting blend as well as possible....
Make certain that the client's hair is adequately layered into the extension line. It may need thinning or feathering. If you are trained to cut extensions then they too need to be layered right up to the client hair line. This stops the visual difference of layered client hair at the top and smoooooooth extensions for 18" underneath. If you are not trained then at consultaton you need to advise client that this will need to be done and to book a hairdresser.
Also the client hair will lay better if it is kept moisturised with leave in conditioner and straightened. Straightening always makes the hair lay better and feel more silky.
The fact is hair extensions is a great answer to the problem of having short hair that you desperately want to change so I don't see any need for all of us to refuse to fit. Those that are unwilling to take the risk needn't do so but there's always a place for risk takers in any area of life. It just requires some care and wisdom.
I would not refund the money. It is true that we are the professionals and should take responsibility for giving correct advice and also to refuse to do a fitting where we feel necessary but I think this client was adequately informed and needs to take her own share of responsibility for the decision to go ahead.
I would do as one member has said and that is ask her how she would like to proceed, having explained as you already have that no refund is available under these circumsqances. Then put it all behind you and move on. EVery day is a school day so just learn from it and continue to grow in your business.
Well done for trying to give your client what she wanted, too.

 

[-sophisticutz-]

Hi Linda

I'm sorry but I have to disagree here. It shouldn't be always be about giving the client what they want, as in hairdressing, this is not always possible.

There is no doubt that I, or other hairdressers could make a fabulous looking job extending such short hair. The problem, however, lies in when the client has to look after and make the hair look good themselves. The amount of hair you would need to add, and the difference in length would make it almost impossible for the client to wear and have looking good. You also have to bear in mind that this client is a walking advert for your work.

I blame celebrity culture. Celebs change their hair often and clients think they can too. When posh first had her extensions (very short to long), she had a stylist tending her tresses most days. The days she didn't, she had a baseball cap firmly wedged on her head!

I trained with the current No1 hair extension company and they do not recommend extending hair this short. It's not about feeding our ego of achieving the impossible, it should be about customer satisfaction. Sometimes to achieve this we have to tell our customers something they may not want to hear. This doesn't mean you can't work our a plan to achieve what they would like.

 

[crazybek]

Im with Sophisticutz on this one girls.

Never worthtaking the risk of the comeback or a walking advert that isnt showing off your true skills as an extensionist.

Out of interst which brands and which types of fitting do you all use/fit?
I originally trained with Cinderella and stayed with them for about 12 months,before moving onto Great Lengths.Have been loyal to them for 7 years but just recently ive had a few teething problems with them and have spent a long time looking at other hair thats as good as theirs.I came across the new Balmain pre tips,have fitted quite a few sets now and have to say im really pleased with the end results.
Am going to get new year out of the way and am going to go in hunt of a course to learn more methods as i currently only offer air pressure and pre tips.
Any suggestions on any good courses?

 

[RococoUK]

Hi, I do kinda agree with some but not with others...

I was told not to work on anything you cant get in a pony or 4 inches (obviously depends on the head size) and I do abide by that rule but if someone say no I still want them done... what can you say? No and then let them go to some cowboy! I'd rather do my best job possible (knowing that it maybe ok) but take precaucions.

I would always warn and get someone to sign a disclaimer if I had any worries about the hair and show them clients with various colours and lengths of hair. I have fitted to a lady with 2 inches of hair (a close friend who begged me for weeks and I made her promise if they look bad my name was not to come up!) I gave her a bob and layered her hair in and it looked the nuts (if I say so myself!) She didnt wanna be goldy locks she just wanted to feel like a women (boy hair cut by a hairdresser who told her it would be a working process to get the bleach outta her hair)

Now in regards to Hairdressers giving clients what they want.. ie colour, cuts, perms etc etc etc... I have been told on many occasions it may not be possible on that day and these things take time and warn me but still I say just do it... I'm always reassured it'll look ok but it won't be exactly what I want. They are openly saying *look your hairs rubbish but we can make it better but it'll look poo inbetween.*

On most occasions I come out looking like a clown and my friends ask me where I had it done and I tell them... (they may say ahhh looks lovely but I guarantee they're crossing that salon off there list even tho I've told them its a process) It's like anything thats not "the norm" there is risk and people take it just to have that opportunity... you think a hairdressers would say no I'm not doing it if they didn't think it was achieveable there and then... er no and I like to think I pay top dollar for my lovely hair with the senior stylists.

You should not refund because her non exsistant ability to wait... However take this as a lesson to make a big deal out of the who your hairs too short... get a form made up... get a special set of instructions made up... get a disclosure signed and dated! Exclued them from any guarantees or warrenties you have so they no your serious about it!

However I would take them out for free and use the hair as practise hair lol She'll think she got one over on you but I'm telling ya she'll go somewhere else and have the same problem and then whos got one up? The new hair extension tech that done them!

Hope this helps x

 

[lucelasticx]

You should not refund because her non exsistant ability to wait... However take this as a lesson to make a big deal out of the who your hairs too short... get a form made up... get a special set of instructions made up... get a disclosure signed and dated! Exclued them from any guarantees or warrenties you have so they no your serious about it!

However I would take them out for free and use the hair as practise hair lol She'll think she got one over on you but I'm telling ya she'll go somewhere else and have the same problem and then whos got one up? The new hair extension tech that done them!

If you dont refund her you cant keep the hair to practise with or for ongoing training as the hair belongs to the client as she has paid for it and so should be secured neatly so she can reuse it if she wishes either with you when her hair has grown or with another extensionist!

Taking them out for free is the least you should do imo as your the professional and the buck stops with you.
I would rather turn away customers if i am not happy and explain in detail, why , because if they go to someone else they always end up coming back anyway!!

Also i cant reiterate enough that a hairdressers reputation is the single most important thing you will own during your career and no discalimer will protect you from a client bad mouthing your business.You only ever have one rep and is vital to to protect it by sometimes losing clients by saying NO !