tickety.boo
New Member
Hi all. I am new here so please be kind! And apologies in advance for such a long post.
I am after a bit of advice. I have been a mobile beauty therapist for 3 years and have recently received a complaint about a set of Shellac nails I applied. I was doing this in addition to some other treatments on this particular lady and it took her over an hour to decide what she wanted done. Most of the time spent deciding was while I was doing her other work but she did also eat into some of the treatment time meaning I had to inform her that I would have to leave soon.
I made sure I had enough time to do the application however I did have to speed up the nail art. When she left both her and I were happy with the nails however I received a phone call a couple of days later saying she wasn't happy with them as I rushed them.
At the time she caught me off guard and I hastily offered her a redo but later on I reconsidered and rang her back offering her a refund instead as I was in the process of changing my hours so couldn't guarantee I'd be able to honour the arrangement.
She said she didn't want a refund and only called me about the nails because she "thought I'd want to know that as I rushed them they weren't very good".
Now I have had a lot of experience with this product and am a perfectionist so I wouldn't have left her with nails I wasn't happy with. This particular client is the type that would take advantage to try and get a freebie anyway and I think the only reason she turned down a refund was because it would look too blatant. Also I only charge her £12.50 a set as she is one of my original clients. The fact she has done this makes me want to not do any work on her again but I can't afford to do this as she also brings in other work for me, however I feel I need to give her my updated price list now so I was thinking of giving her this along with a refund.
What is the professional thing to do in this instance? Would a refund with my new price list seem a bit ****ty considering she said she didn't want a refund??
I am after a bit of advice. I have been a mobile beauty therapist for 3 years and have recently received a complaint about a set of Shellac nails I applied. I was doing this in addition to some other treatments on this particular lady and it took her over an hour to decide what she wanted done. Most of the time spent deciding was while I was doing her other work but she did also eat into some of the treatment time meaning I had to inform her that I would have to leave soon.
I made sure I had enough time to do the application however I did have to speed up the nail art. When she left both her and I were happy with the nails however I received a phone call a couple of days later saying she wasn't happy with them as I rushed them.
At the time she caught me off guard and I hastily offered her a redo but later on I reconsidered and rang her back offering her a refund instead as I was in the process of changing my hours so couldn't guarantee I'd be able to honour the arrangement.
She said she didn't want a refund and only called me about the nails because she "thought I'd want to know that as I rushed them they weren't very good".
Now I have had a lot of experience with this product and am a perfectionist so I wouldn't have left her with nails I wasn't happy with. This particular client is the type that would take advantage to try and get a freebie anyway and I think the only reason she turned down a refund was because it would look too blatant. Also I only charge her £12.50 a set as she is one of my original clients. The fact she has done this makes me want to not do any work on her again but I can't afford to do this as she also brings in other work for me, however I feel I need to give her my updated price list now so I was thinking of giving her this along with a refund.
What is the professional thing to do in this instance? Would a refund with my new price list seem a bit ****ty considering she said she didn't want a refund??