I was working on saturday, and usually our clients are lovely. my boss was getting married so we were minus a receptionist. we were due a lady coming back to have her lashes removed due to an allergic reaction so it was already a high pressured day.
1st rude client was two sisters.
we have a few no shows on any given day, so if we get a walk in and the next appointment is late, i will take the walk in. so on saturday, at 5 past 12, my 12 o clock wasnt here, so i took a walk in. 12 o clock arrived with her sister a few minutes later and complained she had to wait, that was fine. then she saw another client come out who had just had a full set of semi permanent eyelashes applied. she fell in love with them and wanted a set but we book up way in advance so i told her i could book her in next week but that was no good, she needed them today (1.5 hours) i explained we had no appointments and she asked me if i could fit her in after we closed! she expected us to stay an extra 1.5 hours on a sat evening so as she could have her lashes done.
4:30 lash appointment was late showing up and the girl with the reaction showed up to have the lashes removed. two of us working, lash client was with the other girl and the lash removal was with me. i was also on reception, taking bookings and payments, rebooking refills and appointments for regulars for christmas. so we were busy.
the other therapist was running a few mins behind and wasnt finished by the time her 4:30 got here. i explained to the lady the therapist would be with her shortly. she started going on about having time to go for a coffee and i just politely said she wouldnt have time and brought my client downstairs. Now i didnt want to have her leave for coffee because a) we were already behind b) she was already late c) i wasnt going to leave a client with glue remover all over her irritated and infected eyes on her own to race up the stairs to answer the door and let her back in.
I would assume that was reasonable enough. In the meantime, the other therapist finished up and took over from my client and i came upstairs with her client to put her through on the system.
coffee lady was waiting at reception really annoyed with me because she "would have time to get coffee" and that she had no breakfast lunch or dinner and that she was SO THIRSTY and NEEDED coffee. And that her time was precious.
x
