Client unwilling to take part in consultation?

[sodabubble]

OK, so I had never seen this lady before (its the major biter in previous thread) and she was not happy when I was doing my consultation, I use the CND cards. She just asked me what the hell it has to do with her nails wether she has kids or not, and refused to discuss her meds or medical history.

I have never come accross this before and probably handled it like a bag of crap. But I want to be prepared for next time this happens!

Why is it that some clients just make you nervous as hell? xx

 

[Urban Geek]

She perhaps thought you were just being nosey. Did you explain why you need to know the information you asked? Did you explain to her that you are not covered for insurance if you do not complete the client record card?

 

[oey]

She perhaps thought you were just being nosey. Did you explain why you need to know the information you asked? Did you explain to her that you are not covered for insurance if you do not complete the client record card?

Or the fact that some illnesses/medications/lifestyles will affect how you apply the product to her nails. Or even worse, if she has allergies that she was not willing to tell you about that could put her health in danger!

Some clients hey - what did you decide to do with this client.

 

['chelle]

I have always thought that some of these questions could come across as a bit intrusive if they are conveyed in the wrong way, and so I always start with an introduction. Eg, I will say "Ok Mrs Smith, so that I can get an idea as to what type of service will best suit your lifestyle I would just like to ask you a few questions about your daily activities if that ok?" - The always say yes, and no one object to offering the info. For the children question, I dont actually say "do you have children", because what if their children are in their 30's? The best way to say this is "Do you care for young children"

If I ever get a client that refuses to offer the info, I will mark "info declined" on the client record card. Still get them to sign it (refuse to offer the treatment if they wont). If they come back with problems you are covered. eg if the nails are breaking, but they are too long for their lifestyle, well they should have shared the info!!!!

 

[Rosey]

We had this with a waxing client who refused to give ANY details apart from name, address and phone number. I explained that as well as our insurance, we needed to make sure that the client did not have any of the contra indications for her treatment in order to carry out a service that was safe for her and the therapist.

She refused and said it was an invasion of her privacy and would sign a disclaimer, so I explained that unfortunately we could not carry out a treatment without it and if a disclaimer may not stand up in court as it is up to us to act responsibly, and to do a treatment without knowing the clients med details is not responsible.

She still refused and said if we would noot do it then she would go back to another salon who only take her name and number - so i let her go!!

Whey would i want to put her, my staff and my business at risk for a few quid - she just didnt get it!

Frustrating but all you can do is explain that it is for insurance purposes and to enable you to carry out a safe treatment for her and you. If she wont co-operate then I would refuse. You are not asking anything unreasonable and it always makes me wonder why they don't want to divulge any details. xx

 

[PinkPotions]

See this is where i'm a hard b*tch. I would have refused her treatment!

She's not doing you a favour by being your client she is being provided with a bloody good service. If she's not prepared to play her part then she should find another tech who doesn't ask questions and will most likely destroy her nails.

That would be like going for a leg wax but refusing to show your legs.

Sorry i'm a bit anal about my consultation cards the info they contain is soooo important!​

 

[sodabubble]

well I did explain to her that it is important for me to get a good idea of her of her lifestyle so that I could advise on the best treatment possible for her, and I explained that I have to carry out a consultation for every client to ensure that my insurance was valid.

Maybe she thought I was just being nosey? She said she has had her nails done for 15 years, but she gets through techs, therapists and hairdressers like sweets, so maybe she has never been consulted before?

Thanks for all of the advice geeks :hug:

 

[Kim Lawless]

I agree with her about the kids thing. I would just ask what is essential for your insurance and leave it at that. Don't give yourself a headache. xxx

 

[phoebe_cat]

For the children question, I dont actually say "do you have children", because what if their children are in their 30's? The best way to say this is "Do you care for young children"

This is exactly how I phrase it. I also don't ask for Doctors name and address, as I would never contact a clients doctor. Other than that if they won't co-operate then I would decline treatment.

 

[Sassy Hassy]

Maybe she thought I was just being nosey? She said she has had her nails done for 15 years, but she gets through techs, therapists and hairdressers like sweets,

Hmm with that attitide I wonder why? Sounds like you're not the only tech she has upset if she gets through them like sweets - and not exactly loyal either! Fortunately in Spain we don't have the same litigation nightmare as in UK, but I still like to have my record cards.

There's nowt queer as folk as they say!

 

[hippy-chick]

<<<<<<warning siren>>>>>>>>>>>>>>

you said it sodabubble....she gets through techs like sweets! walk away and save yourself a few uncomfortable appointments before she decides to try the next sucker!

she's a vampire, and her money just ain't worth it babe!

 

[sodabubble]

<<<<<<warning siren>>>>>>>>>>>>>>

you said it sodabubble....she gets through techs like sweets! walk away and save yourself a few uncomfortable appointments before she decides to try the next sucker!

she's a vampire, and her money just ain't worth it babe!

thanks so much for the replies geeks! I sometimes feel so awkward and stupid - I really do appreciate your time :hug:

 

[hippy-chick]

its OK sb, you help out too.

 

[sodabubble]

its OK sb, you help out too.

PMSL!!!!:green:

 

[loubylou]

I don't sit there and ask my clients questions on their first visit,
i pass the record card to them and say "would you fill this card out please for my insurance purposes while i make you a nice hot drink"
i have had a few ask why and i just tell them it is against our rules and regulations for us to carry out a treatment with out the card been filled out,
the main one i get asked about is why do i need their doctors details,
i tell them it is for their well been, in the UNLIKELY event of them ever becoming ill whilst in the salon and i need to ring an ambulance for them it is good to have the doctors details, it makes the hospital staff`s job easier to treat them