QuoteReplyTopic: what should i do..? Posted: December 14 2006 at 10:18am
i did a full head install on a lady on friday.
she had 18 inch bohyme ss with extentubes.
anyway all was great she loved the hair even tipped me �10,
i got a phone call from her yesterday saying she had lost 3 strands..so i said i would put them back in for free no problem,i was a little puzzled why she had lost 3 strands in less than a week but she insisted she had got no conditioner near the bonds and was brushing right etc..
today i got an email from her saying that she thought i was a really nice person,but she wanted the extensions out because she had now lost 10 and can she have her money back i couldnt believe what i was reading.
i have never had this problem before,and still have not seen this ladys head!
i have not used anything diffrent than i normally do..i just cant understand it.
i sent her an email back saying that i would like to look at her hair to find out the problem etc..what should i do give her a refund..? altho i dont think there was anything wrong with my work its made me feel really crappy.
I would have her come in and take a look at her hair. Have her demonstrate to you her care routine so you can see if she's doing something wrong. Ask her to bring in the products that she's using so you can see them. Sometimes people say that they are using good stuff when they are really using cheap dimestore stuff.
I'd offer replace the extensions that she lost for free, but I would try to avoid giving her a full refund. If she really pushes the issue, I'd suggest for her to try a different method (shrink tubes or something) and give her a discount on doing another method. That way, I'm only out for my time, not giving money.
I'm sure that you didn't install the extensions wrong. The facts are that not every extension method will work equally well on all people. With some people, the extendtubes just slip out of the hair.
I agree with metalgirl. She really needs to come in so you can see the condition of her hair, the extensions, and if at all possible see the products she's been using, and how she's been caring for them.
If you're not given the opportunity to see then it's really not fair to you to ask for money back IMHO. You're trying to make it right for her - not that the install had anything wrong with it, but sometimes it takes some additional instruction on how to care for them, or maybe she'd be better off with another install method all together.
You're doing the right thing in trying to work it out with her. I hope that she lets you make it right.
i agree with other comments- have her come it- she could be using a curling iron or flat iron too close to the cylinders.
loosing 10 in a week really shouldnt happen, however it has happened to some, review her care at home, she could just be rough on her hair too.
let her know u dont give refunds however you would be happy to make sure she loves the install and work with her to insure that.
dont feel crappy or take it personal, some gals just cant wear that method- however try to see what exactly is happening-
i have a gal, she is so rough on her hair- she curls way to the tip of the tube, then she uses tons of hair spray, which is alright, but, in the middle of the day- she decides to brush out the hairspray and is Ripping her extensions out- AND she wasnt using the shampoo i reccommended, she was looking like 20 in two weeks, so after talking to her and finding out just what she does, she has started to take better care of her hair and doesnt looks so much.
good luck, it will all work out fine. and dont beat yourself up about it-
Bringing beauty, one head at a time...
nicey
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thanx for all the comments..metalgirl i have offerd to replace the extensions for free and also do a full check on the others.
she just doesnt want to come to see me!
my partner said maybe she just decided she doesnt want the extensions for whatever reason and is trying to get some money back.
with her emails it sounds as if she has already taken them out!
i really dont want this lady to be saying my extensions are crap when im trying to build a name for myself.
shes still insisting that i refund her money. maybe i should just do it for a quiet life.
i just knew this client would be trouble..ya know when you just get a feeling about someone. like when she booked she changed her date 3 times for diffrent reasons etc..
i offerd to do her shrinkies, fusion she just doesnt want to know!
i think it just cuts a bit deep with me as i really try to do everything i can to make clients want to come back and feel really happy with the extensions i provide
whatever you do, do not give this woman her money back she's quite obviously taking the f****** p***, there could be a number of factors involved. Maybe she got home, her husband hated her looking so good and made her take them out. I've had that before but she didn't ask for her money back she just phoned me up crying. 3 in a week isn't bad if she's not worn extensions before. You went to so much trouble for that lady, dying the hair for her and what not, if she's taken them out then you can do nothing about it. What I suggest you do in the future is set up some aftercare instructions. Copy mine if you want chick and look at what I've put in the final paragraph about a 100% fix it guarantee and print them out and give every client them. Then they will have already told that you can't fix what's not on their head!!!
I definitely wouldn't give this woman her hair back, you've done nothing wrong. Where does she live? xx
Also if she loved the extensions enough to give you a tip, if that was me and I'd lost 20, I'd just pop on back to you and have them put back in. I wouldn't want them out. Something has happened at her end definitely x
I've a similar problem with a client once. I did a full head of fusion on her and within less that 3 weeks they had all come out! I reinstalled for free and they all fell out!
I reinstalled again, but at a discounted rate and they all fell out. So in the end I used pro-tac tape, which worked for her in the end.
I couldn't work out what it was that made the all fall out. It could have been that she coloured her hair a lot or it was too slick to take that method...
222chik222
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Hey Nicey, if i were you i wouldnt refund unless you had done a bad install to begin with (which you obviously havent). Chances are she would have been too rough with them/conditioned them and thats why they've come out. As the other ladies have said, reinstall the lost ones using a different method and go from there. If she doesnt want to come back to see you thats her problem. Good luck =)
nicey
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still havent heard anything amanda..shes shot it now anyway coz im not doing another thing till after xmas..docs orders!! xx
just cant get over the cheek of some people. i really did my best by her.
well they say you live and learn..i deff will.
after christmas im gonna print out some more aftercare sheets and state everything on them about no refunds and fix it for free blah blah..that way people know straight away what the score is.
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that she thought i was a really nice person,but she wanted the extensions out because she had now lost 10 and can she have her money back
i couldnt believe what i was reading.
its made me feel really crappy.
xx
