Sore cuticles

[beautygirl07]

Hi, ladies and gents

We had a lady emailing us saying that she was very sore after having a shellac manicure with us yday. The therapist who's done the treatment is very experienced. She's just pushed the cuticles back, no nipping was required. She sent us some pictures (attached). They do look sore and it looks like she's picked them a bit.

I am a bit lost for words, I'm not sure what to get back to the client with.
Any suggestions?

 

[Trinity]

It looks like one finger pictured from different angles and maybe a thumb???? The finger looks picked, either before or since. If it was before then the Scrubfresh etc. would have stung and made it red but it will calm down quickly. If after then it was probably because the skin was released following the cuticle work and she's picked at it.

Nice Shellac application by the way.

I'd ask if she has any sweling or itching, how many fingers affected, to rule out allergy. If so then obviously advise antihistamine and removal asap. If not then some gentle questioning and find out whats happened.

 

[beautygirl07]

Thank you so much for your reply.
I feel bad, she's saying her cuticles are raw and sore and can't do anything Now I think that's a bit exaggerated but bottom line is that they shouldn't be like that. She's saying that the therapist was rough. But she's not mentioned anything at the time.
Shall I ask her to come back in for a free reapplication? Or offer her a free bottle of Solar oil? With those dry cuticles she should be using oil anyway.

 

[Trinity]

Thank you so much for your reply.
I feel bad, she's saying her cuticles are raw and sore and can't do anything Now I think that's a bit exaggerated but bottom line is that they shouldn't be like that. She's saying that the therapist was rough. But she's not mentioned anything at the time.
Shall I ask her to come back in for a free reapplication? Or offer her a free bottle of Solar oil? With those dry cuticles she should be using oil anyway.

You could offer a free application.....it would be interesting to see her response to that. If I was a client and genuinely hurt by someone no freebie would make me have the treatment again. I think the solar oil is a great idea and maybe a manicure to regain her confidence.

 

[nailpod]

I think that application looked amazing well done flip !
Perhaps she has a medical condition has the therapist done a full consultation prior to application?

I don't think you should refund her either or offer her a re application like trinity said.
I would send me reply : thank you for your feedback, I am not able to clearly see the cuticles from your pictures would you be able to come in for a cuticle treatment (like do a soak solar oil or paraffin dip) .

Also depends on what the client used afterwards at home ? Some nails like acrylics can cause nails to be tender from buffing or such and I do always advise clients that their nails could be potentially tender for a day or so which is normal .
If this client has very sensitive as her hands I would age her in her 50/60 age group , my mum is also very "sensitive" meaning anything or budding my mum will moan.

Think the key to retaining a client is to show sympathy but also protecting the integrity your salon at the same time.

 

[jordie]

Hi, ladies and gents

We had a lady emailing us saying that she was very sore after having a shellac manicure with us yday. The therapist who's done the treatment is very experienced. She's just pushed the cuticles back, no nipping was required. She sent us some pictures (attached). They do look sore and it looks like she's picked them a bit.

I am a bit lost for words, I'm not sure what to get back to the client with.
Any suggestions?

I have a client who just stopped getting her nails done because her nails looked like this and worse. I don't know if it is a reaction to something in the nail products? I am going to start another thread so I don't take over yours!