Hi Geeks!
I've had a client complaint that looks as if it will result in an insurance claim and would welcome your advice . As a hair geek but owner of a beauty salon I can only go on what my therapists tell me is right and what i read on here (from which i have learnt LOADS!)
The client had her lip and chin waxed Thursday and returned Friday with quite a bad "burn" under her chin. I questioned what had happened and gave her some Aloe Vera gel to use. She asked if she would be ok to put foundation on as she was going out the following night and I said no. I've spoken to my therapist who confirmed that she tested the wax on both herself and the client, checked with her that the wax felt comfortable and all was ok. She even applied Dermalogica Barrier Repair afterwards as the client said she had a previous minor reaction to waxing (hence also being very careful to check wax temp). The client had confirmed this when i spoke to her.
Today i have had a phone call from her son-in-law saying that she has been to hospital and they have said it is a 1st degree burn and that I was wrong to treat with Aloe Vera and should have given her Vaseline (Hello...petroleum jelly...I DON'T THINK SO!). He asked that i give her a courtesy call to discuss as they "would rather not take the legal route". I did this and apologised profusely as I could see that she had a reaction and suffered discomfort (she said she hadn't slept since, was in discomfort and was embarrassed), i also said that i felt my therapist had done everything she could to make sure the wax was ok, done everything correctly and it was unfortunate that she had a reaction.
I offered her a refund, a sensitive skin care kit and a treatment such as a facial to make up for it. I explained that as a small business I couldn't offer more than that. She wanted to discuss with her daughter and son in law. I was going to wait to hear back from her but when i considered that somehow something HAD gone wrong and I had seen the mark on her face I offered her £100 as compensation as this is what my insurance excess would be.
Anyhow, i'm waffling now...SORRY!.....can any of you shed any light as to what went wrong? Could it be a friction burn? I know the wax wasn't too hot! I asked if she had any dry skin or was chapped or anything and she said not. She's implying that the wax was too hot despite being asked and saying it was fine! I don't want this to happen again, this particular therapist does seem to be our "expert" when it comes to hair removal :/
Many thanks for at least reading this epic volume...and thanks for any help/advice
Jacqui
x x
I've had a client complaint that looks as if it will result in an insurance claim and would welcome your advice . As a hair geek but owner of a beauty salon I can only go on what my therapists tell me is right and what i read on here (from which i have learnt LOADS!)
The client had her lip and chin waxed Thursday and returned Friday with quite a bad "burn" under her chin. I questioned what had happened and gave her some Aloe Vera gel to use. She asked if she would be ok to put foundation on as she was going out the following night and I said no. I've spoken to my therapist who confirmed that she tested the wax on both herself and the client, checked with her that the wax felt comfortable and all was ok. She even applied Dermalogica Barrier Repair afterwards as the client said she had a previous minor reaction to waxing (hence also being very careful to check wax temp). The client had confirmed this when i spoke to her.
Today i have had a phone call from her son-in-law saying that she has been to hospital and they have said it is a 1st degree burn and that I was wrong to treat with Aloe Vera and should have given her Vaseline (Hello...petroleum jelly...I DON'T THINK SO!). He asked that i give her a courtesy call to discuss as they "would rather not take the legal route". I did this and apologised profusely as I could see that she had a reaction and suffered discomfort (she said she hadn't slept since, was in discomfort and was embarrassed), i also said that i felt my therapist had done everything she could to make sure the wax was ok, done everything correctly and it was unfortunate that she had a reaction.
I offered her a refund, a sensitive skin care kit and a treatment such as a facial to make up for it. I explained that as a small business I couldn't offer more than that. She wanted to discuss with her daughter and son in law. I was going to wait to hear back from her but when i considered that somehow something HAD gone wrong and I had seen the mark on her face I offered her £100 as compensation as this is what my insurance excess would be.
Anyhow, i'm waffling now...SORRY!.....can any of you shed any light as to what went wrong? Could it be a friction burn? I know the wax wasn't too hot! I asked if she had any dry skin or was chapped or anything and she said not. She's implying that the wax was too hot despite being asked and saying it was fine! I don't want this to happen again, this particular therapist does seem to be our "expert" when it comes to hair removal :/
Many thanks for at least reading this epic volume...and thanks for any help/advice
Jacqui
x x