Hi! We received a complaint about a facial recently one day after it.
Normally I'm ok with reasonable complaints and have no problems managing them. This particular one has really grated me and its not the first time she's done it. We first came across her on a deal that we offered when we first opened for radio frequency. We offered to redo it with extra areas added. She then converted to a medical client with us and has been very satisfied for the past year.
She then decided to try a combined facial and microderm; left not saying anything negative. I then received a complaint saying that its the worse facial she ever had, that 'gloop' was put on her face (very expensive gloop!), that the therapist was unqualified (has 20y experience and we've had 2 mystery shoppers in past 3 months plus I can vouch for her). She doesn't elaborate as to why. This is not a touchy feely facial but is a 'result driven' facial. Even then, my therapist sensed that this may be a complainer and said that she made sure she spent extra time and effort making it a very good experience. I believe my therapist as she's incredibly sensitive to criticism and always does her best- perfectionist in nature.
I also sent this complaint to the UK rep for the facial (they train very rigorously and will not let anyone they are not happy with loose on clients). She wasn't happy as she personally trained my therapist and has offered to do a short 30m facial for this lady (the rep does celebrity A-listers when they're in London).
Maybe I shouldn't take it personally but I'm very annoyed that after knowing us for so long, she's literally attacked my staff, my choice in product and insinuated that we use sub-standard products. I don't want to give her a refund and at this point, don't mind if she doesn't come back. I think she's just one of those.
So plan for now is to offer her the 30m facial from the celebrity facialist; tell her that we don't refund unless there is a genuine problem and not simply because she doesn't like something (can I say this?). I've read other threads but not keen to offer other treatments as she'll probably just complain.
Any thoughts? Am I being unreasonable? Counter argument from my other staff is that she is not satisfied and therefore should be refunded in full.
Normally I'm ok with reasonable complaints and have no problems managing them. This particular one has really grated me and its not the first time she's done it. We first came across her on a deal that we offered when we first opened for radio frequency. We offered to redo it with extra areas added. She then converted to a medical client with us and has been very satisfied for the past year.
She then decided to try a combined facial and microderm; left not saying anything negative. I then received a complaint saying that its the worse facial she ever had, that 'gloop' was put on her face (very expensive gloop!), that the therapist was unqualified (has 20y experience and we've had 2 mystery shoppers in past 3 months plus I can vouch for her). She doesn't elaborate as to why. This is not a touchy feely facial but is a 'result driven' facial. Even then, my therapist sensed that this may be a complainer and said that she made sure she spent extra time and effort making it a very good experience. I believe my therapist as she's incredibly sensitive to criticism and always does her best- perfectionist in nature.
I also sent this complaint to the UK rep for the facial (they train very rigorously and will not let anyone they are not happy with loose on clients). She wasn't happy as she personally trained my therapist and has offered to do a short 30m facial for this lady (the rep does celebrity A-listers when they're in London).
Maybe I shouldn't take it personally but I'm very annoyed that after knowing us for so long, she's literally attacked my staff, my choice in product and insinuated that we use sub-standard products. I don't want to give her a refund and at this point, don't mind if she doesn't come back. I think she's just one of those.
So plan for now is to offer her the 30m facial from the celebrity facialist; tell her that we don't refund unless there is a genuine problem and not simply because she doesn't like something (can I say this?). I've read other threads but not keen to offer other treatments as she'll probably just complain.
Any thoughts? Am I being unreasonable? Counter argument from my other staff is that she is not satisfied and therefore should be refunded in full.
