Handling Customer Complaints: UV Gel Nail Issue - A Professional Guide

Question
I did some uv gel nails on client saturday she told me she was going out. She left my studio very happy with nails and gave tip. Then today she came back monday saying she had lost 1 nail on saturday night and some gel had come off others. never had a complaint before how long she wanted her money back. Is this her fault or is it me i feel like she hasnt looked after her nails and shes got drunk and has watched what she is doing with them. I offered to re do the nails and then offered her money back did i do the right thing. is there any way i can cover myself so client only have a certain time scale to claim there money back. she left my studio quite satisfied with her nails then monday shes sundenly telling my shes not happy with the way they been put on. Please help i dont want to loose customers and i dont want to give money back to customers i know really have got drunk and been reckless but i cant say that to the customer one bad word gets passed on to 50 people before you know what shall i do

Answer
Hi Janine,

In most cases like this, it IS the client's fault and not yours.  Make it a policy to NEVER give money back. Only offer to make 'corrections', or people will take advantage of you and want a free ride.  The simple fact is that enhancements are not indestructible.  If she was happy when she left and if your other clients are satisfied, then NO do not refund in a case like this.  It's clearly the negligence of the client and her own fault.  If she can't take care of them, then it's her own money lost.
There are always going to be 'clients' that want to take advantage and demand refunds for their own mistakes because they don't take care of their nails.  Don't let them take advantage.  It's hard in the beginning, when you are building a clientel, but in time and with experience, you will learn that it's them and not you.

Don't take it to heart.  Have confidence in your skills.  Post a sign stating no refunds if you like. This will discourage people from trying to take advantage.
Another good trick is for example: say someone comes in , gets a set, comes back with 2 or 3 broken. Say yes, I'll refund you BUT I'll remove all of the rest of them first.  If you dont like them, then you don't have to wear them.

BUT if ever someone comes back with no nails at all and wants a refund OR went somewhere else and had them redone and wants a refund. REFUSE THEM.  They probably picked them off.

Hope that this helps.
best regards