How to solve client concerns!
The key to overcoming any clients concerns successfully is to address their issue quickly and without delay.
Identifying the cause will be the first step to providing a resolution and this will be easiest when you visually see your client’s hair for yourself and not judging based on what you are told over the phone.
- Ask the client come in for a complimentary shampoo & blow-dry.
- Ask the client to bring all the products they are using along to their appointment. This step is very important as in majority of cases, incorrect product usage is the cause of the concern. **When client’s ‘forget’ to bring in products, or they have “ran out”, or bring in full, brand new products this can ring some alarm bells, so please be wary.
- Make no immediate decisions when the client arrives. The extensions may have hair spray in them which will cause them to feel hard and tacky. It also may be unwashed, or is very likely they have been using incorrect products which will make it feel unpleasant.
- Wash and blow-dry with Blakk Shampoo & Conditioner. It should feel a little better right way, however with long
term use of incorrect products, you may need to shampoo & condition a few times to see a result. Remember,
incorrect product damage may be irreversible. Our Blakk shampoo & conditioner will not fix the damage however it
should help the manageability after a few washes.
- We have found in majority of cases, when the clients hair is washed with the correct products and blow-dried and
straightened correctly, there are generally concerns found, therefore it can be identified as incorrect client
aftercare. Ask you clients the below questions to determine what is the cause. Identifying the cause is the first step
to providing a resolution for your client.
Why are my client’s extensions falling or slipping out of their hair?
The two main factors that cause extensions to fall out are usually due to inaccurate application or poor client aftercare.
Things to be mindful of with Application:
1. Is there too much of the clients’ hair in between sandwiches?
This prevents the two pieces of tape adhering together properly.
2. Is there too little hair between sandwiches?
This will cause stress on the natural hair resulting in the extension to be pulled out directly from the clients scalp.
3. Was the hair deep cleansed & completely dry prior to application?
There should be no products or residue (i.e. conditioner, serums, etc) on the clients’ roots.
4. Has the hair been coloured?
If beforehand, were the tape section of the extension coloured or wet prior to application? This will cause them to
loose their sticky adhesive.
If after application, did the client wait 48 hours before applying the colour?
5. Was a chemical straightening done prior to application?
Things to be mindful of with Client Aftercare:
1. Did the client wait the recommended 48hours before wetting their hair after application? This is the most
common reason extensions will fall out. It is vital to remind your client to wait a minimum of 48 hours after
2. Did they do heavy exercise, swimming or any such activity?
Just like wetting the hair as stated above, sweating or any activity where the hair was not kept dry for the first
48hours after application will have the same affect.
3. Are they are applying conditioner or serums to the roots of their hair?
This is more obvious on clients as it generally affects the tape at the top of the head and around the hairline (not
necessarily the nape area).
4. Are they sleeping with wet hair. Or staying wet for prolonged periods of time
5. Are they are applying their straightener over the tape extension bonded area?
This will cause the bond to weaken and may result in the extension sliding out.
Why are my client’s extensions shedding?
With all types of extensions (wefts, bonded, clip-ins, tape) shedding of hair is a normal expectation, just like your own
natural hair. Your natural hair can loose on average up to 100 strands per day. Generally your extensions can shed
more that your natural hair as the hair volume with extensions is much higher. If you come across a client with hair
1. Is you client applying straightners or excessive heat from hair dryers directly to the tape section of the
2. Is your client sleeping with wet hair?
Keeping the tapes wet for a prolonged period of time can cause the tapes/bond to weaken.
3. What product was used for removal?
If shedding appears only at the time of removal, ensure that you are using an appropriate removal solution. Alcohol
based removers such as the Blakk extension release is recommended.
4. How long has the client had the hair?
Tape extensions should only be retaped 1-2 times depending on maintenance.
5. Have the extensions been coloured, permed or undergone any chemical processes?
This will weaken the bonds and may cause the hair to shed from the bond.
6. If you believe your shedding is excessive and abnormally high, please contact your Blakk sales representative or
email us at [email protected]
Why are my client’s extensions tangling?
In most cases, knotty hair is a result of the hair being dry and not receiving enough moisture. Please see below with
how to treat dry extensions. Other areas to be considered when the hair is knotty or tangles is as follows:
Things to be mindful of with Application:
1. Have more than 40 pieces been applied?
Overcrowding of extensions during application occurs when there are too many extensions in the hair. They can
rub against one another and cause matting and knots.
2. Have the extensions been applied to close together?
Overcrowding can also happen when using the correct number of extensions yet if they are not spaced apart enough
this too will have the same effect. Refer back to your training manual for placement techniques.
Things to be mindful of with Client Aftercare:
3. Is your client brushing their hair twice a day?
4. Does your client have naturally curly hair?
As per the care guidelines, our extensions are not recommended to clients with natural curly hair unless they are
prepared to ALWAYS blowdry and straighten their hair. It must be kept straight to prevent rubbing which causes
5. Are they sleeping with their hair in a plait every night?
Hair must be tied securely to prevent unnecessary rubbing of the extensions whilst sleeping.
6. Has your client been sick?
This is much more common than you think. When you are sick you generally lay in bed for extended periods of time
(even a couple of days) and the usual maintenance such as regular brushing etc is unintentionally neglected.
7. What technique is being used when the client washes their hair?
When washing and drying ensure your client is using gentle non-circular motions. Always squeeze excessive water
from hair in a downward motion.
8. Is your client leaving their hair to dry naturally?
Blakk does not recommend this. Extensions should always be dried and straightened after washing.
9. How long has it been since the application?
If your clients leave it too long prior to retaping the hair will grow out far enough from the roots that the extensions
can twist and create matting. We recommended that they are removed or reapplied every 4-6 weeks.
Why are my client’s extensions felling dry?
When the extensions are applied to the clients scalp, they are luscious, soft and in great condition. It is up to the
client to ensure that they stay feeling that way with the appropriate aftercare. Remember the hair extensions are
not receiving natural oils from the scalp therefore they need to stay well hydrated with the correct moisturising
products. It is the responsibility of the hairdresser to relay the importance of correct aftercare onto their client.
1. Is your client using a shampoo or conditioner with Protein?
(See ingredient list below.) Protein is ‘poisonous’ to extensions and can cause irreversible damage after just one
wash. Never use reconstruction, or damage or repair types of shampoo or conditioners as they usually have high
levels of protein.
2. Does your clients shampoo contain sulphate?
(See ingredient list below.) This is an inexpensive lathering agent used in shampoos to create suds. Sulphate causes
the hair to be stripped of its natural oils and will cause the extension hair to dry out. Sulphate is found in most
supermarket and inexpensive shampoos. If they are not already using Blakk Shampoo & Conditioner, you should
recommend they start using it immediately.
3. Have the extensions be coloured?
Colouring and most definitely bleaching will cause the hair to feel dry and damaged.
4. Is the client using alcohol based styling products?
5. Are they swimming in chlorinated or salt water?
Clients that swim regularly should not be recommended extensions unless they are prepared to always swim with a
6. Have they been on an overseas holiday?
The problem is not only from swimming in pools when in tropical destinations, but also water tables are different
overseas and can cause your extensions to feel dry.
Ingredients identifying Protein:
Look for these words: Cocodimonium hydroxypropyl hydrolyzed casein, Cocodimonium hydroxypropyl hydrolyzed
collagen, Cocodimonium hydroxypropyl hydrolyzed hair keratin, Cocodimonium hydroxypropyl hydrolyzed keratin,
Cocodimonium hydroxypropyl hydrolyzed rice protein, Cocodimonium hydroxypropyl hydrolyzed silk,
Cocodimonium hydroxypropyl hydrolyzed soy protein, Cocodimonium hydroxypropyl hydrolysed, Wheat protein
Cocodimonium hydroxypropyl silk amino acids, Cocoyl hydrolyzed collagen, Cocoyl hydrolyzed keratin, Hydrolyzed
keratin, Hydrolyzed oat flour, Hydrolyzed silk, Hydrolyzed silk protein, Hydrolyzed soy protein, Hydrolyzed wheat
protein, Hydrolyzed wheat protein, Keratin, Potassium cocoyl hydrolyzed collagen, TEA-cocoyl hydrolyzed collagen,
TEA-cocoyl hydrolyzed soy protein
Ingredients that identify Sulfate:
Sodium Lauryl Sulfate (or SLS), Sodium Laureth Sulfate (or SLES), Amonium Laureth Sulfate, Sodium Laureth
Sulfate, Sodium Lauryl Sulfate, Myreth Sulfate (the mildest form of sulfate), TEA Lauryl sulfate, Ammonium Xylene
Sulfonate, Sulfer, TEA Dodecylbenzene, Selenium Sulfides, and almost anything else that ends in sulfate, sulfonate,
or sulfide. A good alternative for sulfates to look for is Disodium Laureth Sulfosuccinate, a natural sulfate created
from palm kernels so it does not have the same damaging effects.