Opinions please

[BeautT]

I had a client book for shellac she said before she booked the appointment that she swims in the sea every day and would the shellac last/be suitable for her, my response was that I will apply a bonder to reinforce the shellac and it should be ok.

The client has now contacted me after 8 days to say it has all come off, although we had spoken 2 days before hand and she hadn't mentioned any issues. Anyway shes booked an appointment and I think shes expecting me to redo it for free. ... personally I feel annoyed that she just expects me to redo it for her unfortunately we cannot guarantee a clients nails once they leave us as we do not what they do with them after the appointment. I feel like I should redo them for an easy life..... what would you do? Tia xx

 

[Trinity]

I had a client book for shellac she said before she booked the appointment that she swims in the sea every day and would the shellac last/be suitable for her, my response was that I will apply a bonder to reinforce the shellac and it should be ok.

The client has now contacted me after 8 days to say it has all come off, although we had spoken 2 days before hand and she hadn't mentioned any issues. Anyway shes booked an appointment and I think shes expecting me to redo it for free. ... personally I feel annoyed that she just expects me to redo it for her unfortunately we cannot guarantee a clients nails once they leave us as we do not what they do with them after the appointment. I feel like I should redo them for an easy life..... what would you do? Tia xx

After 8 days? and you spoke to her in between application and this latest contact during which she mentioned no problems? No freebies here, you're absolutely right you can't know what she's done in the last week. If she'd contacted you earlier to advise of problems then it might be different but I suspect she's after a freebie

 

[noreenoconnor]

my response was that I will apply a bonder to reinforce the shellac and it should be ok.

we cannot guarantee a clients nails once they leave us as we do not what they do with them after the appointment.

xx

Here's my view, and unfortunately you may not like it. I'm not saying this to be mean , this comes from a place of love [emoji173]️

By telling the client you were applying a bonder and that it should be ok , you are in fact guaranteeing the nails for the client, and have given her false expectations of what she can expect from the treatment.

She expected 2 weeks wear no matter what because you had applied something to get her nails to last better, they didn't and she has complained.

Had you managed your clients expectations better and said, I can not guarantee anything as once you leave the salon they are out of my control, but what I can do for you is give you great aftercare advice on how to get the most out of your nails, then if the clients nails chipped or peeled off after 8 days there would be no hard feelings.

Do you see the difference?

Also applying a bonder may have actually caused the service breakdown as its not a part of a CND Shellac service

I would redo them free of charge and this time make it clear that there are no guarantees and it's her aftercare that will determine how long she gets out of the service, chalk it up to experience

 

[blossom]

On this occasion I'd redo for free, it'll keep her sweet and if they come off again, she likely won't be back or you can say they don't seem suitable.

I'm not aware of a shellac bonder, which one did you use?

 

[BeautT]

Sorry guys! Just remembered it wasn't shellac I used! It was the progelsystem and they have a product called superbond which is absolutely amazing! And ive never had any problems since using this. I think I will just redo them although it's very annoying but as already mentioned I'd rather do them to keep her sweet and take it from there. I do think its unfair how some clients seem to take liberties and we have to accommodate them.