Customer trouble

[honey1111]

Hi guys hope you can help me.. I’ve been hairdressing for over 16 years. So I did a customer I’ve done for a while... she wanted silver ash hair so .. I highlighted it and toned it. She then later message me to says she wants her high line redone as she’s more curly towards the hairline and gold . So she came back and we put bleach just on where it was darker and Then toned it again. She theNcomplained that it was to ash... so she came back for a 3rd t time and had it broke up with a semi in foils with down warm tones. I then got. A message a week later demanding a refund as she still not happy after she’s washed it apparently. I’ve never had this happen it’s really upset me. I have her a refund via the bank saying it’s a good will gesture. I then 8 weeks later have just had a message at 9.00 pm
Asking for my insurance details. Can anyone help xx

 

[AcidPerm]

Block and ignore. She’s really pushing her luck. Cheeky bint.

Unfortunately, you probably shouldn’t have refunded her because she’ll now argue that you’ve admitted you were at fault. You haven’t done anything of the sort though, so forget about the silly woman.

She’s not entitled to your insurance details. The insurance cover is for YOU. You only contact the insurer if you get issued with a legal summons, otherwise ignore them.

 

[honey1111]

Thank you for your response... I think I just panicked... and hate confrontation so as a good will gesture I have her money back. She was so awful to me. It’s truly shocking how some people behave.. the don’t think twice about ruining someone x

 

[TheDuchess]

Oh what a nightmare.

Try and treat the experience as training in managing customer expectations and Your Reputation. Think of the cost of your time as the price you would pay for a course. Whenever I have these sorts of clients (and I’ve had a few over the years) I take the time to sit down and think about how I could have managed the situation better. I’ve never had the same problem or complaint twice, so I feel I’ve definitely learnt a valuable lesson from each complaint.

What I do is set aside my resentment and anger and try and focus on why the client is unhappy. I ask myself how I could have managed her unreasonable or incorrect expectations better. I think about how best I can defuse this if the grievance was aired online, I imagine that anything I text or email could be cut and pasted out of context online.

it’s a very painful and time consuming process because, like you, I pride myself on my expertise. However, I find this debrief helps me to move on and shrug the episode off with a rueful laugh.

 

[OG Stylist]

You have done your best and tried to address the problem multiple times. We all have bad days and sometimes clients can expect the moon on a stick! Be polite maintain your dignity by being the professional YOU are. This too will pass so don’t beat yourself up over it. As mentioned previously You don’t pass up your insurance details to anyone other than a legal representative Upon request.
I’m sure it won’t come to this!
In the meantime document everything you’ve done/said and make a note of Your costs and time taken . Hugs x

 

[TheDuchess]

Hi Honey1111

I just noticed you’re very new. Welcome! You’ve been given correct advice by AcidPerm re insurance. Your insurance is for you, not other people. You don’t give your details out Even if asked. You contact your insurance company only if you receive a letter setting out an allegation of negligence which causes harm or financial loss. (They’ll tell you what they want you to do next)

I spent 20 years in insurance and I specialised in advising business professionals about professional liability.. There is no need to worry about this - even though you gave a refund you said it was for goodwill and that’s fine.

 

[tog]

Hi Honey1111

I'm not a hairdresser but a beauty therapist, but just read your post and it sounds as if you've bent over backwards to please this client.
Why would she want your insurance details - all you've done is to colour her hair, then redo the colour when she didn't like it. You haven't burnt her scalp or made her hair drop out, so what does she think your insurers are going to do exactly? They've got actual real cases of negligence to deal with, not time wasting chancers like her who have nothing wrong with their hair or scalp.

She sound a bit deluded to me. Don't do her hair ever again, apart from anything else she's costing you money.