HairbyJess
Well-Known Member
Hi Everyone,
So I have a nightmare and need some help.
Last week I did a perm on an elderly lady with severe mobility issues. When they first got in touch they said she had a wheelchair - no problem as my portable basin can still be used with normal weelchairs. However when I got there I discovered the chair had a high back. There were carers there when I arrived and for the first shampoo they put the chair back for me (it's a high tech chair able to be reclined) so that she was laid back enough to slip the basin in. Shampoo, cut and wind went smoothly. Then the carers left. I applied the perm lotion. About 10 minutes later, my client starts complaining of severe back pain that can only be alleviated by standing up. However... she needs help of two people to stand up. I called her son who said he'd be home from work in half an hour. So we continued with the process. 10 minutes later I did a test curl and the perm was ready. So I filled my clean water bucket for my portable shower and followed instructions on back of weelchair to recline it. By this time my client is in a lot of pain from her back. However when I reclined the chair, it only went so far - the closest I could get the basin was a good 6 inches away from her head. Turns out there is another thing you have to do to recline the chair further, that the carers obviously knew, but the hand written instructions don't cover. So I call the son again, who doesn't know either. He said she might be able to go forwards. So I put the chair up, put the basin in front of her, waterproof her with gowns and towels and ask her to lean forward - and she can't. At this point I'm questioning why I ever chose this career. All I can think about is getting the perm lotion off before it over-processes. I can't rinse with a flow of water. The client is crying out in agony from her back and repeatedly asking when her son will be home. I decided that the integrity of her hair was more important than the perm so made the decision to take the rods out. I then used my water sprayer and a towel to try to rinse as much as I could. The son still wasn't home so I put the neutraliser on, left it and sprayed to rinse and finally a liberal amount of anti-oxy in the hope that it would stop reaction of anything I couldn't rinse. At this point I knew the perm wouldn't take but I'd prefer that to fried cotton wool hair. I thought that at least I had completed the chemical process, so hopefully her hair condition wouldn't be too badly affected. Just as I finished spraying and towelling the anti-oxy, her son came home. He helped her into bed and I set her hair from her bed.
So I did explain to the son what happened, he was very nice about it and reassured me that it wasn't my fault. I explained it might not have taken because I had to remove the rollers to protect her hair. However he seemed quite stressed with everything that was going on so I don't know if he fully understood (I think I'm over-analysing). They paid in full with no complaints and were grateful. As a side note, they happen to be our neighbours from round the corner.
So a couple of days ago this lady's granddaughter knocked our door. I wasn't there so she spoke a family member. The granddaughter very nicely explained that the perm hadn't taken. Mum said she wasn't upset or cross, thankfully. But now I have to deal with it. To be honest just thinking about it is making me feel ill. I don't think I'm up to the stress of re-doing it - last year I was very unwell and I have to watch my stress levels so I don't burn out again. Should I offer a refund? At the end of the day it wasn't my fault, but it wasn't really her's either. I shouldn't have been left alone to be carer and hairdresser, however I often work alone with other elderly clients so didn't think it would be a problem. Also I should have asked about the type of weelchair - I just presumed it would be a normal weelchair. Do I:
- Offer to redo (least favourite option). If so how much? For free? And stipulate that someone else needs to be there who can attend to the client's needs.
- Offer a refund and politely explain I'm not in a position to re-do. If so should it be a full refund (£67) or a partial goodwill (£35?)?
The thing is they know where we live, so if offering a full refund would keep the peace and put and end to the matter I'd happily do it. It's just my family would not be happy that I'm underselling myself. £35 refund would still leave me enough to cover cost of her cut and set and products.
What shall I do guys? Any suggestions gratefully received. Please bear in mind it's more complicated because we're neighbours so I have to tread more carefully than I would with other clients. Any genuine suggestions gratefully appreciated.
Thanks is advance
So I have a nightmare and need some help.
Last week I did a perm on an elderly lady with severe mobility issues. When they first got in touch they said she had a wheelchair - no problem as my portable basin can still be used with normal weelchairs. However when I got there I discovered the chair had a high back. There were carers there when I arrived and for the first shampoo they put the chair back for me (it's a high tech chair able to be reclined) so that she was laid back enough to slip the basin in. Shampoo, cut and wind went smoothly. Then the carers left. I applied the perm lotion. About 10 minutes later, my client starts complaining of severe back pain that can only be alleviated by standing up. However... she needs help of two people to stand up. I called her son who said he'd be home from work in half an hour. So we continued with the process. 10 minutes later I did a test curl and the perm was ready. So I filled my clean water bucket for my portable shower and followed instructions on back of weelchair to recline it. By this time my client is in a lot of pain from her back. However when I reclined the chair, it only went so far - the closest I could get the basin was a good 6 inches away from her head. Turns out there is another thing you have to do to recline the chair further, that the carers obviously knew, but the hand written instructions don't cover. So I call the son again, who doesn't know either. He said she might be able to go forwards. So I put the chair up, put the basin in front of her, waterproof her with gowns and towels and ask her to lean forward - and she can't. At this point I'm questioning why I ever chose this career. All I can think about is getting the perm lotion off before it over-processes. I can't rinse with a flow of water. The client is crying out in agony from her back and repeatedly asking when her son will be home. I decided that the integrity of her hair was more important than the perm so made the decision to take the rods out. I then used my water sprayer and a towel to try to rinse as much as I could. The son still wasn't home so I put the neutraliser on, left it and sprayed to rinse and finally a liberal amount of anti-oxy in the hope that it would stop reaction of anything I couldn't rinse. At this point I knew the perm wouldn't take but I'd prefer that to fried cotton wool hair. I thought that at least I had completed the chemical process, so hopefully her hair condition wouldn't be too badly affected. Just as I finished spraying and towelling the anti-oxy, her son came home. He helped her into bed and I set her hair from her bed.
So I did explain to the son what happened, he was very nice about it and reassured me that it wasn't my fault. I explained it might not have taken because I had to remove the rollers to protect her hair. However he seemed quite stressed with everything that was going on so I don't know if he fully understood (I think I'm over-analysing). They paid in full with no complaints and were grateful. As a side note, they happen to be our neighbours from round the corner.
So a couple of days ago this lady's granddaughter knocked our door. I wasn't there so she spoke a family member. The granddaughter very nicely explained that the perm hadn't taken. Mum said she wasn't upset or cross, thankfully. But now I have to deal with it. To be honest just thinking about it is making me feel ill. I don't think I'm up to the stress of re-doing it - last year I was very unwell and I have to watch my stress levels so I don't burn out again. Should I offer a refund? At the end of the day it wasn't my fault, but it wasn't really her's either. I shouldn't have been left alone to be carer and hairdresser, however I often work alone with other elderly clients so didn't think it would be a problem. Also I should have asked about the type of weelchair - I just presumed it would be a normal weelchair. Do I:
- Offer to redo (least favourite option). If so how much? For free? And stipulate that someone else needs to be there who can attend to the client's needs.
- Offer a refund and politely explain I'm not in a position to re-do. If so should it be a full refund (£67) or a partial goodwill (£35?)?
The thing is they know where we live, so if offering a full refund would keep the peace and put and end to the matter I'd happily do it. It's just my family would not be happy that I'm underselling myself. £35 refund would still leave me enough to cover cost of her cut and set and products.
What shall I do guys? Any suggestions gratefully received. Please bear in mind it's more complicated because we're neighbours so I have to tread more carefully than I would with other clients. Any genuine suggestions gratefully appreciated.
Thanks is advance