How do you handle a client whose lashes fall out within a week?
Posted by Anonymous
Ugh, I need some business/boundary advice. I did a full classic set on a new client last Thursday. She just texted me today (6 days later) sending a picture of her eye with literally 70% of the extensions gone. She’s demanding a completely free full set because she says she followed all the rules and it must be my glue.
I’ve never had a set shed this fast before, and all my other clients this week have perfect retention, so I don't think it was my environment or placement. How do you handle this professionally without getting walked all over, but also without getting a terrible 1-star review? Do you offer a free fix, or do you charge?
Replies
Anonymous
I always try to make sure the customer is satisfied with the results, if I have to do it over again, I do. Explain the situation to her and redo them just this once, if it happens again, I'd maybe speak up then and try to find another solution.
Anonymous
that’s so tough i’m so sorry! it happens to the best of us babes. i would first ask your client about their aftercare (did they get them wet too soon, use an oily makeup remover) stuff like that just to rule out if it’s a user error. and i would also mentally go through your process and make sure you did everything right, we all make mistakes! but also if she is your only client who has complained about their faulty lashes, it’s more than likely a user error. but also make sure your policy states clearly what the result will be if their lashes start coming off (whether it’s a full refund, credit back for the next application, or free touch ups)
Anonymous
Always do it over again the first time it happens, after that idk