CarrieBeauty
Active Member
I hope some of you can offer some helpful advice and some reassurance!
My beauty salon is above a hair salon and I had one of the hair clients book in for a half leg wax and eyebrow wax. We decided she could have the treatments done while her hair colour was developing after having checked with the hairdressers how long it the colour would be on for (45 min).
It all started off fine until toward the end of the treatment the hairdresser was knocking the door saying the colour was ready to come off but it had only be 30 minutes. I was just waxing the back of the legs.
The client had very dark, course hair. I then felt rushed as the hairdresser was saying the colour needed to come off there and then. Where as usually after a leg wax I would check over thoroughly to make sure there were no remaining hairs, I did not have time to do this but still obviously felt I had gotten them all.
Anyway I had a voice message on the business landline this morning from the client saying she had sent a text message to the business mobile 2 weeks ago explaining how unhappy she was as apparently I had missed the whole back of one leg! She said she was very unhappy for the money she paid and that she had waited 2 weeks for a reply.
I phoned her back this morning and said that I can only apologise but obviously because I was rushed I must of missed hair. She said she got home and had one hairy leg! I said again I can only apologise and I then offered for her to come back for a free half leg wax. She perked up with that and said yes it was a rush in all fairness. She said she will book with her next hair appointment as she lives an hour away so I said that's fine but we will make sure that she comes to me after her hair is finished.
I feel that she is completely exaggerating. There is no way I would of missed the whole back of her leg. I know I was rushed but still! I'm thinking it was just a patch of hair. As I said her was very dark so I would of noticed if I had left that much hair!
I'm only 22 with my own business and am very self critical. I was so nervous phoning her back. I'm not very angry with myself for letting this happen.
Did I do the right thing in offering a free leg wax or should I have given a refund?
Any advice will be appreciated!!!
My beauty salon is above a hair salon and I had one of the hair clients book in for a half leg wax and eyebrow wax. We decided she could have the treatments done while her hair colour was developing after having checked with the hairdressers how long it the colour would be on for (45 min).
It all started off fine until toward the end of the treatment the hairdresser was knocking the door saying the colour was ready to come off but it had only be 30 minutes. I was just waxing the back of the legs.
The client had very dark, course hair. I then felt rushed as the hairdresser was saying the colour needed to come off there and then. Where as usually after a leg wax I would check over thoroughly to make sure there were no remaining hairs, I did not have time to do this but still obviously felt I had gotten them all.
Anyway I had a voice message on the business landline this morning from the client saying she had sent a text message to the business mobile 2 weeks ago explaining how unhappy she was as apparently I had missed the whole back of one leg! She said she was very unhappy for the money she paid and that she had waited 2 weeks for a reply.
I phoned her back this morning and said that I can only apologise but obviously because I was rushed I must of missed hair. She said she got home and had one hairy leg! I said again I can only apologise and I then offered for her to come back for a free half leg wax. She perked up with that and said yes it was a rush in all fairness. She said she will book with her next hair appointment as she lives an hour away so I said that's fine but we will make sure that she comes to me after her hair is finished.
I feel that she is completely exaggerating. There is no way I would of missed the whole back of her leg. I know I was rushed but still! I'm thinking it was just a patch of hair. As I said her was very dark so I would of noticed if I had left that much hair!
I'm only 22 with my own business and am very self critical. I was so nervous phoning her back. I'm not very angry with myself for letting this happen.
Did I do the right thing in offering a free leg wax or should I have given a refund?
Any advice will be appreciated!!!