QuoteReplyTopic: Some advice needed please re nightmare customer! Posted: May 29 2007 at 8:36am
Hi, ok sorry this is a long rant. Basically i fit various types of hair at my salon including Cinderella Hair. I did a girls hair 3 months ago, 20" Cinderella. Everything was great, she loved her hair and said it was the best intall she has had.
About 3 weeks later she rang and complained of really bad sheeding, by this time a few other customers and myself had also noticed some sheeding in the 20" Cinderella (no other lengths only 20"). I spoke to Cinderella and they denied there was a problem but because i like to keep my customers happy i ordered her in a new bag of 25 bonds and topped her hair up FOC.
Then about a month later, same thing again and i bought another bag of hair out of my pocket just to keep her happy, by this time it had ate into all of the profit i had made from fitting her hair!
Then about 2 weeks ago she rang again and this time i told her there was nothing i could do for her as her extensions were due out on 1st June anyway and we were near the end of the lifetime of the install.
Now this morning i have her screaming on the phone that the sheeding is driving her mad and that she just woke up this morning with 4 extension strands on her pillow that had came out by the root. I asked her if she had been bleaching her roots, she said she has but her mam bleaches her hair and it cant possible be her fault because it has not happened before.
I also should have asked her if she had tied her hair back for bed as per aftercare instructions but only thought of that one after i had put down the phone.
Anyway she is coming in Saturday so i can take a look. I have also told her i will take them out that day as it has been 3 months but she insists she is not happy and in her words 'i want something for it'
What would you all do in my position, i really do feel she is just wanting something for nothing.
Sorry for the long post.
xx
Ms.Honey
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Once you see her hair for yourself then you'll be able to tell if she's had major shedding and extension loss or not. If you and others have had problems with this hair she may not be exaggerating.
Is she a regular or new client? Is she asking for some type of refund? What does she want, a new install free of charge? If Cinderella hair isn't willing to give YOU some kind of discount on your next purchase, I don't think that you should order ANY length hair from them.
Mmm this is a tough one. Whether she is a new or regular client one bad review can really be detrimental to your business as bad word spreads a lot quicker than good. Its sometimes better to bend over backwards to keep your good name. If there has definitely been a shedding issue I would reiterate what Great Lengths has said to you. I think you've got the choice of two options really 1) ask her if she would like to have the extensions fitted again and tell her you won't charge her for your time just for the hair or 2) explain to her that because you bought two extra packs of hair to thicken her up that that has swallowed all your profit so you didn't actually make anything doing her hair but that you would still be happy to give her the money back that equates to your time but that because you've already bought those two extra packs and that people do tend to lose more hair when they are ready for a refit then you won't give her a full refund. Thats what I'd do anyway xx
Ditto what Amanda said. If she wants it done again do it. If you choose to use the Cinderella hair again you may want to heat those bonds and reroll them yourself. When cool, hold one end and then gently pull the loose end from top sliding down to the bottom then out to make sure you remove the lose hair that would shed.
Do you think she followed your pre extension instructions. How did the bonds look, were the gummy or gooey?
Take pics of her hair if you can. Tell her it's to send to the company you bought the hair from. Do that and keep it on file for yourself also. YOU should be getting something back yourself. Once is one thing, but many clients and several batches, no. It's them and they know it. They should offer you a discount or some free hair.
If she shows her behind Saturday, and you find that the fault is hers, let her know that you are probably not the stylist for her at let her find somone else.
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leducred
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From a client perspective. I would honestly not expect anything from you. After 3months and you tried to make amends out of your pocket etc. You did a good try and a deed. I would not offer anything- take the extentions out and let her go on her merry way.
s
s
Ms.Honey
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OR WE CAN COME OUT THERE AND HELP YOU KICK HER BUTT NO MORE COMPLAINTS NO BAD REVIEWS. I'm just playing
Just remain calm. You can't satisfy everybody. If you did her hair three times you've gone above and beyond. Hair sheds, fusions come out roots included.
How much do you charge?
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hayleyw
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Thanks for your replys. I am definelty staying away from 20" until the problem is fixed. I have told her that since they are due out now i will only install 16" or a different brand of hair on her if she wants them re-fitted. I really thinK she just wants something for nothing though, i could offer her a discount on her next fitting but to be honest im not so sure i want to do her hair again, its just not worth the hassle!
Good suggestion about taking pictures though, although last time i inspected they bonds they were rock solid and looked fine. I really do think it is the hair rather than my way of installing it as there is zero sheading i the 16" straight or any of the bodywave textures. I did phone all of my 20" customers and all of them experienced sheading but all but her said they could live with it and didn't see it as a problem.
My prices are really reasonable compared to my compatation, i make approx �100 for a full head fitting and �80 for half a head (im in the UK).
Oh and also i prep clients hair myslef in the salon with cinderella preperation shampoo and a final rinse of PH Formula.
xx
Edited by hayleyw - May 29 2007 at 6:06pm
malibu
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I agree with leducred. As a customer I would fee horrible if the stylist didn't profit at all! I can't believe this customer. Shame on her. I would try to get rid of her! I bet she does this to every stylist.
i'd take em out, give her whatever money you feel like giving her back (none to all, whatever you choose), and refuse to put any in again for her but hey i dont do hair....however its not like you would want ALL your customers getting more free hair and refunds and redo's after 3 months of wearing them
lotta talkin 'bout hair n other stuff: http://www.diyextensions.net/
She came in and was fine, i sat her down and inspected her hair, it was beginning to matt at the roots so i advised her as it had now been 3 months and the roots were matting she needs the extensions out. She has booked a removal appointment for later in the week and did not mention any of the phone conversation we had earlier in the week!
I think maybe when i topped her hair up for free twice she thought she would push me to see what else she could get for nothing and when i stood up to her she realised she couldn't no longer.
I must say i was a bit nervous of her coming in because this is something i have not had to deal with before, so thanks again for your advise.
xx
Ms.Honey
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Hi Haylay Im in the UK too, I think you did all you could for your client so good job! You offered to fix the problem twice at cost to yourself i think thats more than enough so no discount or refund for the little madam! If the colour was a really light blond say a 613 it could be that it was overprocessed and she had breakage rather than shedding, thats a problem ive encountered before, and she still got 3 months wear out of it so dont worry! You say the bonds were still rock solid after 3 months, do you mind me asking which glue you use?
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hayleyw wrote:
