Your personal Agony Aunt for problem solving with clients!

[emma84]

Thank you Emily thats what my family has told me, i just hate bad feeling with people x

 

[Wooshka]

No do NOT give her a refund!!!

Ring her back and tell her it's your policy to not give refunds unless you see her nails full stop end of story and leave it at that.
I bet you never hear from her again.

Emily is right and I have said it before to, we don't get refunds at any store unless we show them the product, this is no different.
But what clients don't realise is, they are not only paying for the tiny bit of product we use, they are mainly paying for our time/us doing them a service.

It's like if you get a repair man out to fix the washer, we pay him by the hour for his time/his service plus the cost of the parts (products), he replaces a part plus charges us for an hour of his time and 2 days later that new part dies. You ring him to come back out to fix it again or give refund on part but it's common knowledge that he will never refund his service time charge.......we are not different, you charge manily for your time/service and a small amount for product.
So worst case scenario, work out how much it costs in product per service with the brand you use (they should have this info on their website or just ring them) and give this amount as her refund and tell her the rest is non refundable cause it's for service time and that is that but that is only if she shows you her nails and only if you think it's something you might have done wrong.
If there is any signs that she tore them off herself, then tell her you can see the damage and due to this there will be no refund of any kind.

 

[geeg]

I think the best thing is just to get this situation overwith .. Short and sweet (if possible).

I am not sure about your level of experience but as she has dealt with you entirely by text then I would do the same or in writing.

Dear x,

I am sorry to hear that your nail extensions did not seem to last for you as well as they do for my other satisfied clients.

I did your nails for you at a reduced rate because you are a friend and I of course paid for all materials and took the usual time doing them. You were very pleased with the results on the day.

Without being given a chance by you to assess you nails or look at them in person, I will have to stick to my usual policy of no refunds.


Just keep it short and absolutely to the point like that and give her no room to come back at you. Basically it's, sorry you trashed your nails, I did you a favour, You are not going to get your money back. Lol

There doesn't have to be bad feeling. You haven't been rude or unreasonable in your response if you write the letter above. The rest is down to her. Just one more point ... If you had given her an aftercare advice sheet that already stated no refunds on it, then you wouldn't have had to write the above letter at all. Always best to just hand them your policy at the beginning.

 

[brittone05]

Love this thread It is nice for newer techs to read how to be assertive and hold their own by Auntie Gigi

i think it is sad that people forever expect something for nothing, they want everything faster and cheaper than the next person. I have always been of the mind that you get what you pay for and can honestly say that cheap prices for enhancements have never excited me at all - I want quality products form properly trained techs and am prepared to pay for it and that is the type of client I strive to find. I don't want someone who is happy to be butchered becuse they save 10 ninutes and a fiver!!

I would like to ask Geeg though.....

In your many years of success in the industry, many "fads" have come and gone. How can a new tech prevent her/him self from being drawn into costly but short lived ideas? I know that staying with the pforessional companies is the way forward and common sense is key but certain things will always entice the tech to think they can earn more, save time, create more revenue and clients etc What is the key to staying ahead of your game and not being dragged in to ideas that won't last? :hug:

 

[geeg]

Love this thread It is nice for newer techs to read how to be assertive and hold their own by Auntie Gigi

i think it is sad that people forever expect something for nothing, they want everything faster and cheaper than the next person. I have always been of the mind that you get what you pay for and can honestly say that cheap prices for enhancements have never excited me at all - I want quality products form properly trained techs and am prepared to pay for it and that is the type of client I strive to find. I don't want someone who is happy to be butchered becuse they save 10 ninutes and a fiver!!

I would like to ask Geeg though.....

In your many years of success in the industry, many "fads" have come and gone. How can a new tech prevent her/him self from being drawn into costly but short lived ideas? I know that staying with the pforessional companies is the way forward and common sense is key but certain things will always entice the tech to think they can earn more, save time, create more revenue and clients etc What is the key to staying ahead of your game and not being dragged in to ideas that won't last? :hug:

Are you thinking of anything in particular?

 

[brittone05]

Not really I don't think but I think people may see programmes like TOWIE ( not watched it so only an example ) and then dive headfirst into trying to make it "big" for their clients, or perhaps tools or aids ( can't think of the word ) that market really well to the tech but don't necessarily work well for their client base. I know things like nail art are quite over the top for some techs and I myself certainly fell into the trap of buying everything I could find when I started out lol

How do you avoid the whirlwind that passes and know when the product/tool/item is a good thing to increase your business

 

[geeg]

Not really I don't think but I think people may see programmes like TOWIE ( not watched it so only an example ) and then dive headfirst into trying to make it "big" for their clients, or perhaps tools or aids ( can't think of the word ) that market really well to the tech but don't necessarily work well for their client base. I know things like nail art are quite over the top for some techs and I myself certainly fell into the trap of buying everything I could find when I started out lol

How do you avoid the whirlwind that passes and know when the product/tool/item is a good thing to increase your business

I always think things through (maybe that is the secret) from every angle (the client, the technician, the price, the ease, the effectiveness, whether it actually works etc). I don't come to salon geek and ask everyone else, I THINK about the 'fad' 'item' etc I also consider the source from whence it is coming. If I trust the source then I will think further and more seriously. I try things to see if they are good .. and not for 5 minutes but for weeks if necessary before I will give my name to something.

Media hype gets big responses gotta go with that (TOWIE)! lol But my most powerful tool is gut instinct. I have allot of experience and I just KNOW if something is going to be a two minute wonder or something that I NEED to have.

Good question Emma .. made me THINK a bit which I like to do.

HTH

 

[pampered1]

​

How do you respond when a client starts quizzing you on the costs of your products?

 

[emma84]

I think the best thing is just to get this situation overwith .. Short and sweet (if possible).

I am not sure about your level of experience but as she has dealt with you entirely by text then I would do the same or in writing.

Dear x,

I am sorry to hear that your nail extensions did not seem to last for you as well as they do for my other satisfied clients.

I did your nails for you at a reduced rate because you are a friend and I of course paid for all materials and took the usual time doing them. You were very pleased with the results on the day.

Without being given a chance by you to assess you nails or look at them in person, I will have to stick to my usual policy of no refunds.


Just keep it short and absolutely to the point like that and give her no room to come back at you. Basically it's, sorry you trashed your nails, I did you a favour, You are not going to get your money back. Lol

There doesn't have to be bad feeling. You haven't been rude or unreasonable in your response if you write the letter above. The rest is down to her. Just one more point ... If you had given her an aftercare advice sheet that already stated no refunds on it, then you wouldn't have had to write the above letter at all. Always best to just hand them your policy at the beginning.

Fantastic, thank you so much i have just sent this as a message to my now ex client and recieved the reply: fine hun well sorry i shall take my custom else where in future.
not being funny but in the ten years ive been doing beauty therapy i have done her twice, but oh my goodness what a relief and a great weight off of my mind thank you so so so much! xx

 

[geeg]

​

How do you respond when a client starts quizzing you on the costs of your products?

I would ask a question right back at them!

"Would you walk into Marks & Spencers and ask the sales person how much the dress you want to purchase cost them to buy in?

I use high end products. The cost of the products I use is only a part of the cost of the service I give. You are paying for my expertise , experience and my time. I wouldn't dream of discussing my business expenses with anyone."

That is what I would say to a client. End Of Story!!

 

[brittone05]

Argh posted long thread, and had a mini power cut which killed my net connection during replying!!

Thanks Geeg for the reply How would you deal wit a client who was unrealistic about the service they wanted? Such as they want porn star styled white tips, badly placed etc and you want to give them extended nail beds, nice soft white acrylic fre edges in proportion, active length for ease of wear. They know their mind and while the "customer is always right" as a professional, you know they are going to look so wrong and possibly put off potential clients.

I mean, I am good with people, assertive, firm but gentle and can usually talk people round to my way of thinking where their nails are concerned but there are stubborn folk out there.

Would you point blank refuse to work on them if the end result would look, in your porfessional opinion, stupid and poor or would you ignore their wishes and meet them halfway? xxx

 

[Katelisa]

Fantastic, thank you so much i have just sent this as a message to my now ex client and recieved the reply: fine hun well sorry i shall take my custom else where in future.
not being funny but in the ten years ive been doing beauty therapy i have done her twice, but oh my goodness what a relief and a great weight off of my mind thank you so so so much! xx

It's so infuriating when they think they are doing you a favour by being a (pain in the a$$) client!!

 

[geeg]

Argh posted long thread, and had a mini power cut which killed my net connection during replying!!

Thanks Geeg for the reply How would you deal wit a client who was unrealistic about the service they wanted? Such as they want porn star styled white tips, badly placed etc and you want to give them extended nail beds, nice soft white acrylic fre edges in proportion, active length for ease of wear. They know their mind and while the "customer is always right" as a professional, you know they are going to look so wrong and possibly put off potential clients.

I mean, I am good with people, assertive, firm but gentle and can usually talk people round to my way of thinking where their nails are concerned but there are stubborn folk out there.

Would you point blank refuse to work on them if the end result would look, in your porfessional opinion, stupid and poor or would you ignore their wishes and meet them halfway? xxx

I don't think I have ever turned business away, I would think that was a really silly thing to do. My ego isn't that big!

I would do what the client wanted if I could not talk her out of it, but although she might want long whites and short nailbeds I'd do as deep a smile line as I could to make them look good. I wouldn't poorly place anything and would do the best job within the remit.

I was once asked to make a set of nails and the client said she wanted them thick .. I mean really thick ... so I did them really thick! I actually didn't worry about what anyone else thought about them.

 

[brittone05]

Thanks Geeg xx:hug:

 

[lollypop2912]

sat and read through this whole thread and although still in training (just qualified at level 2 beauty, starting level 3 soon and will be training in nail extensions ASAP!) there is lots of useful advice here that I will think back to when I am out there working (in a salon/from home or wherever I end up

Lauren x

 

[pampered1]

I would ask a question right back at them!

"Would you walk into Marks & Spencers and ask the sales person how much the dress you want to purchase cost them to buy in?

I use high end products. The cost of the products I use is only a part of the cost of the service I give. You are paying for my expertise , experience and my time. I wouldn't dream of discussing my business expenses with anyone."

That is what I would say to a client. End Of Story!!

U r so right! I'll do this next time with a sweet smile on my face lol

 

[geeg]

:wink2: Always!

 

[Krr607]

I would ask a question right back at them!

"Would you walk into Marks & Spencers and ask the sales person how much the dress you want to purchase cost them to buy in?

I use high end products. The cost of the products I use is only a part of the cost of the service I give. You are paying for my expertise , experience and my time. I wouldn't dream of discussing my business expenses with anyone."

That is what I would say to a client. End Of Story!!

I don't think I have ever turned business away, I would think that was a really silly thing to do. My ego isn't that big!

I would do what the client wanted if I could not talk her out of it, but although she might want long whites and short nailbeds I'd do as deep a smile line as I could to make them look good. I wouldn't poorly place anything and would do the best job within the remit.

I was once asked to make a set of nails and the client said she wanted them thick .. I mean really thick ... so I did them really thick! I actually didn't worry about what anyone else thought about them.

Just had to revive this fantastic thread!! I recommend any newbies to have a read through above are Geeg's answers to two questions I have wondered about i.e what do you say when people ask about the cost of products? and the second one..what do you do when someone asks you to do their nails in a way which you think will look awful.

 

[Up To Scratch]

Just had to revive this fantastic thread!!

Ah, fabulous! Loved this thread!

 

[Sharpster]

Dear auntie Geeg,

Sorry it's not about nails it's about lashes :-/. Most if my lash clients look after their lashes and have them topped up every 2 - 3 weeks however I have the odd one or two who hardly have any lashes on when I go to infil them. I have gone over what products they are using on their face, how they are looking after them etc and they insist they are following all my instructions.

Every time I go to do their infils I end up having to do a full set but only charging for an infil as I'm too scared to charge more in case they don't rebook, what shall I do?

I have plenty of clients who keep their lashes on so I don't think it's an issue with my application.

Thankyou xx