Thursday, July 23, 2009

How do i handle this client? Hairdressers welcome to answer!!?

I fitted a full head of human hair extensions a month ago using hair from a quite well-known company.



The client has emailed me saying that the hair is dry, unmanageable and like 'horse hair' !! She is basically saying it is a complete nightmare.



I have an extensionist friend who uses this hair all the time and has never had any complaints....and the supplier also stated that they rarely get complaints.



The supplier, and me, think that it does sound like it is lack of nourishment and lack of aftercare, as extensions do need a lot of maintenance.



I have emailed the client a list of questions to determine the cause of this so will wait for reply.



But, if it seems she is looking after them properly (and i suspect that she will believe and stand by the fact that she is) who is liable?



The company said they could all be removed and sent up for analysis and if the company is liable the hair will be replaced.



Would i be in my rights to charge for a re-fit?



Thank U :-)



How do i handle this client? Hairdressers welcome to answer!!?

Some people are never happy. She might have buyer's remorse and might be fishing for a refund or some freebies. I'd say the best course of action would be to invite her back in so you can inspect it and really grill her about how she's been maintaining her hair. Don't give in right away, because there are people out there who ALWAYS complain, just in case they can get something out of it...even if there's nothing wrong.



How do i handle this client? Hairdressers welcome to answer!!?

If she is a loyal customer, and don't want to lose her...then maybe you should try to see what you can do for her so she can be happy.



If you can live w/out her money, then try to not give her a free-be if that's what she wants.



How do i handle this client? Hairdressers welcome to answer!!?

Hello being that you are a specialist in this area, I would make sure that she is doing and using the products that she is supposed to use. Maybe she is just not used to having the hair to take care of. Definately send off the hair to be analyzed after you inspect the hair yourself. You are in your rights to charge again however, she will probably not pay you and may not come back to you for later services. She may also be complaining because she feels the service cost her to much money and may be just trying to get her money back, which you should not do.



How do i handle this client? Hairdressers welcome to answer!!?

1. id get the client to come to you and not by email



2. normally the client only has two weeks to come back if anyting is wrong or say a few strands need replacing or a strip.( in my salon this is what happens )



3. and no offence if your good at what you do you will know by the feel of the extensions ,weather she has looked after them or not.



4. if you have to get them analysed then do (but this should of all been done before you even got them)



5. if there is something wrong with them then its the suppliers fault , and thay should reimburse the lady with her money.



6. if she wont's more back in then yes charge her for fitting them again.



personally i would find a supplier to stop this happening again in the future , also make sure you give the client the does and donts (aftercare) and state before even putting them in thay only have two weeks to come back if anything is wrong otherwise you will get clients doing this to you all the time , even after 2 maybe 3 months thay will come back.



How do i handle this client? Hairdressers welcome to answer!!?

It sounds to me that this lady is chancing her arm, she's trying to get something for nothing. I would not accept emails as you should have a look at the extensions and see for yourself what they're like, you will also be able to explain to her that if the hair goes for investigation that the supplier will be able to tell if she has used the right products for hair extensions. If I were you I would put up a notice letting customers know that there is only a two week guarantee with extensions and that the proper products must be used all the time, even if you got some aftercare cards printed up it would be worth it to you. You are well within your rights to charge her for a re-fit IF she has been using the wrong products if like she said she has been using the right products then send the hair back to the supplier and charge them for the first fit and the re-fit. I am not in the hair business but we do own our own business and know the dilemma you are in possibly because of either customer neglect or supplier faults.



Good Luck.



How do i handle this client? Hairdressers welcome to answer!!?

you would probably have to claim of the hair extension supplier for this



How do i handle this client? Hairdressers welcome to answer!!?

I would ask the client to come back in so you can look at her hair. If it is a mess you should send away the extensions to the supplier to check. As it is human hair it can vary in texture and this lady seems to have got a bad lot. I think you should put it right for her and claim off the suppliers. You do not want bad publicity



How do i handle this client? Hairdressers welcome to answer!!?

from what your saying i would think you have a client who wants a refund so get her back in the shop and examine and make an excuse she has to come back in again make it a nuisance to her my bet is she'll give up especially if you say in your opinion there is nothing wrong



How do i handle this client? Hairdressers welcome to answer!!?

Well if the company finds that something was wrong with the extentions, I dont think it woulkd be fair to charge her for a refit. Although its not your fault, it isnt her either. If the company says the hair extentions were not well taken care of, the by all means charge the woman. Its your job to make sure your customers are happy and well taken care of, plus she'll continue to bring in business if she is satisfied with the service.



How do i handle this client? Hairdressers welcome to answer!!?

tell her to go elsewhere then if she doesn't like it. maybe give her money back and tell her sorry it didn't work out like she planned.



How do i handle this client? Hairdressers welcome to answer!!?

Sounds as if the problem is not with you, but the hair. I would send the client the hair company information and let her fight it out with them.



If you put the hair extensions in as instructed, then you did your job. If the company sends her more hair to try, I would charge her again. Maybe, out of courtesy, I would give her a discount. But, after reading the attached email, it's clear that she is not upset with you or your work. So, yes, charge her for a re-fit.



How do i handle this client? Hairdressers welcome to answer!!?

hi, I am a qualified hairdresser and extensionist. I know personally as I have extensions in that you need to be using the correct shampoo and conditioner and treating it better then what you would your normal hair. Having extensions isn't for everyone. To keep the extensions in the best of condition they you need to take a great deal of extra care with them. By following correct instructions and aftercare. Personally I would charge for a re-fit, I know that extensions can get knotted easily and matted up but its all about how you look after them. Even mine get out of hand when im lazy so in answer to your question yes i would charge for a re fit.

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