Konichiwa_kitty
Member
I apologise if this kind of thread has been posted before but I encountered my first difficult client yesterday afternoon and I'm finding it really hard to shake off.
I have recently started offering Russian volume extensions as part of my mobile beauty services and whilst I'm getting up to speed post training I'm offering them at a big discount.
A client who I had only seen once before ( for a lash lift/tint and 7 step brows) decided to book for Russian volume lashes after seeing a post on my Facebook page. I booked her consultation and patch test and during this covered all necessary points including;
•preparation required beforehand- no make up, cleansed lashes ready to go
• some aftercare information as I like to 'educate' clients during and after their lash appt as well as provide printed aftercare sheets
•length of time to expect the appointment to take to make appropriate childcare arrangements
• managed her expectations based on her natural lash and what volume lashes would be appropriate to use on her.
Skip to the appointment from hell.
I arrived at her flat where her toddler was running wild and she had a roomful of friends ( the room where we were setting up for the treatment ).
I set up and briefly covered the points discussed at consultation and first red flag was her lashes were caked in make-up and lash glue... cleansing took forever. I politely reiterated that for future infills it would be best if she had no make up on and had thoroughly cleansed beforehand to avoid eating into lashing time.
Whilst taping down her lashes she was chatting to her friends, checking her phone and generally just fidgety. I did my best to put her at ease and ensure a good start to our appt.
All the while her friends were climbing around on the sofas behind me- in and out of the room smoking, the toddler was wandering all over the place and I had to gently keep him away from my tools / glue etc as no-one else seemed to be keeping them occupied and the cat kept jumping on the client. Again I gently reminded her that the materials I use wouldn't be safe near the toddler and that I didn't wish to be nudged causing her injury. So this continued for some time still. By which point I'm getting concerned- this is not the environment to be working in.
The client then proceeds to start trying to check her phone and make phone calls... quickly I said she needed to keep her eyes firmly but gently shut as she was opening them slightly. So her eyes begin to water causing the pads to slip. That situation rectified she then begins EATING. I'm gobsmacked. I very gently but firmly explained the issues of eating during treatments which fell on deaf ears. I wanted to just finish, pack up and leave. The bad behaviour continued througout the appointment at which point im thinking i won't be booking her again as one less client isn't an issue if this is their behaviour. I finish the set by some kind of miracle and they look full, wispy andpretty lovely. Her reaction is 'meh' despite her friends cooing over her lashes. I pack up as she states that the MUA will be coming to do her make up soon despite advice given at consultation. I remind her again that lashes need their curing and settling period to ensure their retention.
I leave so disgruntled and disappointed with the whole evets of the appt. I message her the following day to follow up with her and she states she has lost 'a few' lashes and she was disappointed. I did the patient therapist bit, checking what she did in terms of aftercare ( none; applied heavy make up, including mascara, was out in heavy rain then used a heavily oil based make up remover). Basically anything she did was the polar opposite of what she should have. I then notice she's posted in a local forum to as for 'good' lash extensions. I'm beyond cross. I offer to rectify any issues free of charge as a goodwill gesture but state if it's due to improper aftercare then the issues would be reoccurring and that perhaps a lash lift is better for her in terms of maintenance. She was pretty quick to say oh it's not lots gone just a few. I reiterate I want every client to be 100% happy and that if she needs further assistance to not hesitate to contact me ( hopefully leaving things on a professional note).
I'm cross. I'm certain I don't wish to to book thos individual and I'm certain that she'll happily bad mouth me despite amy issues arisingbeing down to her behaviour as opposed to my methods etc. Is there an appropriate way to 'dump' clients like this? I rewrote by client agreement to cover this bad behaviour amongst other standard things but the whole situation has justleft a bad taste in my mouth.
What would you have done. In hindsight I wish I hadn't even set up!!!
I have recently started offering Russian volume extensions as part of my mobile beauty services and whilst I'm getting up to speed post training I'm offering them at a big discount.
A client who I had only seen once before ( for a lash lift/tint and 7 step brows) decided to book for Russian volume lashes after seeing a post on my Facebook page. I booked her consultation and patch test and during this covered all necessary points including;
•preparation required beforehand- no make up, cleansed lashes ready to go
• some aftercare information as I like to 'educate' clients during and after their lash appt as well as provide printed aftercare sheets
•length of time to expect the appointment to take to make appropriate childcare arrangements
• managed her expectations based on her natural lash and what volume lashes would be appropriate to use on her.
Skip to the appointment from hell.
I arrived at her flat where her toddler was running wild and she had a roomful of friends ( the room where we were setting up for the treatment ).
I set up and briefly covered the points discussed at consultation and first red flag was her lashes were caked in make-up and lash glue... cleansing took forever. I politely reiterated that for future infills it would be best if she had no make up on and had thoroughly cleansed beforehand to avoid eating into lashing time.
Whilst taping down her lashes she was chatting to her friends, checking her phone and generally just fidgety. I did my best to put her at ease and ensure a good start to our appt.
All the while her friends were climbing around on the sofas behind me- in and out of the room smoking, the toddler was wandering all over the place and I had to gently keep him away from my tools / glue etc as no-one else seemed to be keeping them occupied and the cat kept jumping on the client. Again I gently reminded her that the materials I use wouldn't be safe near the toddler and that I didn't wish to be nudged causing her injury. So this continued for some time still. By which point I'm getting concerned- this is not the environment to be working in.
The client then proceeds to start trying to check her phone and make phone calls... quickly I said she needed to keep her eyes firmly but gently shut as she was opening them slightly. So her eyes begin to water causing the pads to slip. That situation rectified she then begins EATING. I'm gobsmacked. I very gently but firmly explained the issues of eating during treatments which fell on deaf ears. I wanted to just finish, pack up and leave. The bad behaviour continued througout the appointment at which point im thinking i won't be booking her again as one less client isn't an issue if this is their behaviour. I finish the set by some kind of miracle and they look full, wispy andpretty lovely. Her reaction is 'meh' despite her friends cooing over her lashes. I pack up as she states that the MUA will be coming to do her make up soon despite advice given at consultation. I remind her again that lashes need their curing and settling period to ensure their retention.
I leave so disgruntled and disappointed with the whole evets of the appt. I message her the following day to follow up with her and she states she has lost 'a few' lashes and she was disappointed. I did the patient therapist bit, checking what she did in terms of aftercare ( none; applied heavy make up, including mascara, was out in heavy rain then used a heavily oil based make up remover). Basically anything she did was the polar opposite of what she should have. I then notice she's posted in a local forum to as for 'good' lash extensions. I'm beyond cross. I offer to rectify any issues free of charge as a goodwill gesture but state if it's due to improper aftercare then the issues would be reoccurring and that perhaps a lash lift is better for her in terms of maintenance. She was pretty quick to say oh it's not lots gone just a few. I reiterate I want every client to be 100% happy and that if she needs further assistance to not hesitate to contact me ( hopefully leaving things on a professional note).
I'm cross. I'm certain I don't wish to to book thos individual and I'm certain that she'll happily bad mouth me despite amy issues arisingbeing down to her behaviour as opposed to my methods etc. Is there an appropriate way to 'dump' clients like this? I rewrote by client agreement to cover this bad behaviour amongst other standard things but the whole situation has justleft a bad taste in my mouth.
What would you have done. In hindsight I wish I hadn't even set up!!!