Last week I did an arm and leg wax on a lady. The legs were fine but when I came to the arms and was waxing the inside of the arm (elbow crease) she instantly bruised. I was horrified - I was supporting the area while waxing, the temp of the wax was fine, and I've never bruised anyone in my life! I pointed out the bruise immediately (she hadn't noticed) apologised profusely and asked if she wanted me to continue with the service. She was a little surprised but seemed mostly fine and said to continue.
On her other arm blood spots immediately came up and again, I was mortified. I asked her (even though she'd already filled in her client card) again if she was on any blood thinning medication etc as I'd noticed some old bruises on her legs when I'd waxed them. She started to get a bit huffy then and said no.
I was incredibly apologetic, gave her the arm wax for free and said to call if she had any issues. She said not to worry and it would be fine.
The next day she emailed the salon with photos of her arm complaining to my manager. My manager is a lovely, understanding woman and knew how upset I was over this so she has been great about it, but has asked that I call the client to touch base today and see how she is going.
My question is: is there anything obvious I've missed as to why she'd bruise like that? I'm happy to take on feedback as I just can't figure out why it happened.
Also, what should I say to her? As terrible as I'm feeling about it, I'm a bit irritated she acted completely fine on the day and then did a full reversal the following. I feel like I've apologised enough already and I have no idea what else I can say to her.
On her other arm blood spots immediately came up and again, I was mortified. I asked her (even though she'd already filled in her client card) again if she was on any blood thinning medication etc as I'd noticed some old bruises on her legs when I'd waxed them. She started to get a bit huffy then and said no.
I was incredibly apologetic, gave her the arm wax for free and said to call if she had any issues. She said not to worry and it would be fine.
The next day she emailed the salon with photos of her arm complaining to my manager. My manager is a lovely, understanding woman and knew how upset I was over this so she has been great about it, but has asked that I call the client to touch base today and see how she is going.
My question is: is there anything obvious I've missed as to why she'd bruise like that? I'm happy to take on feedback as I just can't figure out why it happened.
Also, what should I say to her? As terrible as I'm feeling about it, I'm a bit irritated she acted completely fine on the day and then did a full reversal the following. I feel like I've apologised enough already and I have no idea what else I can say to her.