QuoteReplyTopic: Help needed please Posted: September 04 2006 at 5:49pm
I can't believe I wrote this all out yesterday and I accidentally hit the delete button. Now I have to do it all again. Ugh.
My business with my mom is going really well and we've been super busy over the summer months. We're meticulous about telling our clients to keep in touch with any problem, however minor, so that we can do our best to rectify it. As a result we have happy clients that are comfortable in contacting us when anything is amiss. Also, we make follow up calls to make sure that everything is okay. I would say that 90% of our customers have become regulars or have come back three months on for a removal.
Recently a problem occured which I'd like some advice or help on.
A lady came to us for the first time having had extensions with a well known company for 5/6 years. She had always had problems with shedding and ended up going back every two weeks. The day of her install she had a removal, a colour (light blonde) done with our in-house stylist and hairdresser and a full head of extensions. She left delighted and said that they looked better than she had ever known.
A few weeks later she contacted us saying that quite a few bonds had come out. I can say that this doesn't occur very often but we called her back in, had a thorough look and talk with her and replaced them for her. She called back again a few weeks on saying that more bonds had come out but this time quite a lot of her own hair was attached. Again, something I've yet to experience so she was called in immediately.
When she arrived we took a look at the bonds that had come out and I agree wholeheartedly that some had quite a lot of hair attached. She assured us that she had been ultra careful with them (which I trust) and was VERY concerned that she was losing her own hair. We thoroughly examined her scalp and saw that there were no bald patches whatsoever and all was in perfectly good condition. When I say thorough, I mean magnifying glass and two of us having a very thorough look. I have to emphasise that we are very honest people who are not out to rip anyone off or simply get them out of the door. I believe that extensions need to be tended to during the entire three months and I will offer support to all of my clients.
Well, she then went on to say that she had asked for a second opinion from another extensionist who had visited her house. This extensionist has 25 years experience and is about to go to the states to teach a non glue bond method. She advised my client that extensions should NEVER be applied immediately after a colour and that we hadn't evenly distributed the bonds. Now, I fully respect this lady as she has far more experience than we do but as I came into this business with no previous hairdressing experience, I over compensate by being 100% sure that I know what I'm doing.
I am fully aware that you need to use the same amount of natural hair as extension hair so there is no excess weight. I also carefully place the bonds in rows just away from the root. My bonds are small and tidy. The extensionist went on to say that she had had other people from my company with the same problem!! Naturally this came as quite a shock.
I'm not disputing this but as we've only been going for a year, my client base isn't vast. went through all of my client consultation forms and am virtually in touch with every one of them. If not I've done a removal at three months or topped them up. Obviously shes not lying but it has annoyed me.
So, I plan to find out who the said extensionist is and ask her what I appear to be doign wrong. I'd take constructive criticism perfectly well, I'm not into mindless bitching if thats what it is.
I have decided to remove my clients extensions free of charge as Idon;t want to take any risks.
My question is, what could cause bond loss like I've stated?
Also, are you aware of not installing after a colour?
Any other advice would be greatly appreciated as it's knocked me a bit!
From my knowledge (which is limited) it sounds like you have done all you can do to put in the extensions correctly. I have a client just like that, a high lift blonde who wore Monkey Barz fusion for many years, and would come back every 2 or 3 weeks for a fill in. No matter what type of single strand method, or type of extension hair was installed she would have to come back every 2 or 3 weeks. In places it looked like the hair just wouldn't grow. But, investigating it further I realized it was breaking on the hair shaft just above, and below her bond. When I got to her there was hardly enough hair of her own to add the extensions to with a few small bald spots.
My advice was to install braid & sew extensions. She argued with me for 2 years before she would let me give it a try.
As professional hairdressers we know we should be of the attitude " the customer is always right" but when it comes to hair extensions this is rarely true.
In my opinion regarding your client, I would take the extensions out at no charge, and let her be on her way.....like a hot potato. Let her go to the other extensionist who just happened to come to her house??? If this extensionist wants her business she may not tell you what she thinks the problem is. Although I would definately give it a try to see her opinion.
If she had been having her hair done for 5 years somewhere else, why was she coming to you? Unless, was she having similar problems? Most of the time when the client is questioned further....you will eventually see where they went wrong with managing the extensions.
Did you use the same type of hair you use on your other clients? Sometimes the type of extension hair can have too much of a polymer coating, and slide out easier.
As for my cliente she finally relented and is thrilled with her new hand tied braid and sew in extensions. I'm loosing money because she rarely has to come back before 10 weeks. But, most of the people who post on this board care about their integrity more than making a quick buck. Kudos to you for having this level of professionalism.
I install her cornrows with 50% synethic hair as to not use as much of her own hair as possible. The hair that was breaking at the attachment point has now grown out. She hasn't had this much of her own hair for many years.
We're never to old, or experienced to ask questions.
I am not a hair extensions espert nor a professional, but I have worn fusion hair extensions myself for years. I am a DIYer so I just got used to put back in all the hair strands I lose every week or too, it was part of my little routine, and yeah very often I had a few of my own hair attached to the bond, but maybe I am crazy, I never over-worried about that!
I have fine hair, and I do highligths too, and I just think I had naturally "weak" hair to stand the fusion method.
So maybe your client is like me and her nature of hair cannot stand this method, I have just tried seamless hair+ a bit of protac and honestly I feel much much more at ease w/ this method of extensions. It's more confortable and I don't feel any pulling.
I would ask your customer if she could feel some "pulling" feeling, if you understand what I mean, and I would try on her a different kind of method of hair extensions. Maybe fusion is just more suited for hair w/ good folicle and with a good diameter, I don't know..
Sounds like you're a great hair dresser anyway so don't worry too much about what people say!
Now this has really peed me off, I hate it when this happens to a really good extensionist when its quite obviously the client's fault. Fusion extensions don't just drop out, she must have ripped them out or caught them, if they have her hair attached, she also felt it when it happened so she's unjust incinuating that its something that you've done wrong. If none of your other clients have had any problems then its nothing to do with you chick and certainly don't take it to heart (although if you're like me you can't help it).
Did you ask her if she had ever had any problems like this before, or if she's on any kind of medication or I know its harsh but could she be on drugs. All these factors can cause weak root bulbs, if this was the problem then she would have excessive shedding and perhaps just shed the extensions out. There are loads of circomestances really to consider. I have one client that just naturally has loads of shedding and she literally sheds her hair extensions out, they have quite a lot of hair in them but there are never any bald patches and I have had her sign a disclaimer as she says her hair has always been like this and she is quite happy to continue to have hair extensions but I know if I ever came to refit her and saw a bald patch I would discontinue.
I really don't believe that there have been other people that have been complaining about you and that have had this problem. Extensions is a very bitchy business and you find the extensionists that aren't very busy say things like that just to tout your business from you. Its total nonesense I assure you.
As for colouring before extensions. When colouring is done the cuticles are opened up to allow the colour in, they are then sealed back shut when the hair is conditioned. Washing hair also opens up the cuticles. You don't condition the hair if extensions are being applied so correct me if I'm wrong, what is the difference either way the cuticles are opened up. Any hairdressers feel free to jump in here. I had racoon fusion extensions for many years and also had my hair coloured that day. That salon certainly never qualmed putting in my extensions straight after the colour and I never had any problems and neither have any of my clients. If my clients want their hair colouring before I install the extensions then their wish is granted. As I say none of them have had any problems and I've done over 400 heads now so that's none in 400 xx
I took a course to get certified to do hair extensions here in Miami with a company called So Cap (They are the best here in Florida) and in that course they told us over and over again, not to install extensions immediately after colorling, perming ECT.
They said you should wait 72 hours after colorling or perming hair.
Guys, I really appreciate this. And I don't simply mean in backing me as I'd have listened to anything you had to say, but in taking the time to read my long message and reply.
You all make extremely valid points though I'm still a little uncertain with the whole colouring prior to install issue. I'll do some research and see what I can find out. I know that my client, who previously went to the same company as Amanda, had a colour and install on the same day exactly the same. They neveer had a problem with it!
Well. I have now found out who the company are and I'll be contacting them tomorrow! I'll report back.
Thanks again all. I knew you'd jump to the rescue. I feel so much better. xxx
You know our job is mentally and physically challenging at times, expecially when we know that we know that we've put our 100% into it. I had a client do me like that about a month ago and she had the shells from short2long installed. Sometimes it is discouraging, but you have to keep your head up and move past it. All that matters is you know that you gave your all. Out of all the 16 years I have been doing hair I have not had complaints from my clients. If I feel as though I can't satisfy a person i make them aware that I can't completely satisfy them and refer them elsewhere.I don't have time to stress and worry what that very bottom issue is, and honestly some people just can't be satisfied no matter what you do. I don't mean to be rude or whatever, but I would rather focus on individuals that can have the servcie and appreciate it. I hope you are able to satisfy her.
And lastly I did have a client who was just picky, picky, picky always complaining about she didn't like to where crimps and she wears them.
She used to complain all the time.
She complained after a week. For her another method is the key, she has the short2long shells. I hope this helps, we all have complainers.
I also had my hair installed after coloring my hair the same day, and I had no problem. If you want I will look this up in the book that so cap provided me and why they stressed over not to do it all the same day and wait 72 hours
Complainers are okay though it can be difficult, especially right now. I'm more perturbed that another company are saying we're doing it wrong. That really bothers me. I shall be speaking to them though, oh yes! Thanks Shirilyn, you're right. I'm okay about it now but it knocked me the other day. x
I like the fact that she found an expert with 25 years hair extension experience!! Considering it's only come out of the closet in the last 10-15, that's quite a feat.
Before that, it was almost exclusively the domain of African American women who practically invented it.
I meant that before hair extensions went mainstream and became more widely available about 15 yrs ago, it was primarily done in AA salons for AA clients. They practically, if not specifically, invented the concept of hair extensions.
So it was quite amazing that SammyJB's complainer client had an expert friend who had 25 yrs hair extension experience. Unless she was black, that is highly unlikely. Not impossible, but unlikely.
Its a sad world if that's the only way you can get clients. I see girls on the street all the time with really bad hair extensions but I think well whoever has done them has to start somewhere, they will get better. I certainly wouldn't go up to them and give them my card x
I'm wondering, if her hair was processed to a very light blonde from a darker shade, it could be that her hair is weaker now than before, thus resulting in breakage. She could have also have had a major hair color disaster, which would have been bleached out and then colored, which could also have weakened her hair.
Some people just like to bi**h, because sometimes it gets them what they want. She may have just wanted you to refund her money, and then move on, which is totally unethical of her.
Heres a little trick to tell whether or not the clients hair that is still attatched at the top of the bond is being pulled out, or if it is a naturally shed hair. If the root bulb is white, it was pulled out. If it is black or brown (or on natural blondes, the same color as the hair), it has naturally shed on it's own and is just still attatched to the bond.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot delete your posts in this forum You cannot edit your posts in this forum You cannot create polls in this forum You cannot vote in polls in this forum
Topic Options
Post Options
Thanks(0)
She used to complain all the time.
She complained after a week. For her another method is the key, she has the short2long shells. I hope this helps, we all have complainers.
I'm confused about the end of your comment. Please paraphrase it for me?
