Home alone.....lets have a discussion!

[tigi]

Seen as some of us are here and not at the event i thought a discussion might be nice?

Last week i turned away a treatment as she was not suitable or safe to have it done. (reacted to patch test )

She was furious but I did all I could to explain it was in her benefit. I exlpained the implications for her and me but she was livid.

I saw her yesterday, she had the treatment done elsewhere.........she couldnt get to me fast enough to have a go at me about it.

It really didnt phase me, I know I did the right thing at frankly the moment she stamped out of my salon, she is not my responsibility, but I was thinking, if that had happened to me a year ago then I would have been in bits.

So, what advice can we give as we grow in experience, to newer techs on what to say, how to treat the client when they have to refuse a treatment?

Anyone experiences? Any advice for us ?

My top ones would be:

1. take them somewhere private
2. give eye contact
3. explain why you are refusing treatments, apologise that you are having to give the news, but its in their best interest.
4. reassure them that if things were different you would be happy to do it.

 

[shedunlop]

I totally agree with you and I would also point out that it is my insurance on the line!

This type of client who rants after you have taken her welfare into account is the very type of client who would sue the arse off you if things went belly up!