Hi, guys!
As usual, I'm turning to you for advise when I can't tale a decision.
This new client came in 1 week ago, had her eyebrows and eyelashes tinted. The therapists who's doing the treatment started coughing half way through and ask another therapist to take over her client. She apologised to the client who seemed to be fine with the swap.
A week later, the client came in asking for a full refund as tint has gone into her blonde hair. She said that somehow, wasn't sure at what stage, her hair must've touched the tint and it was very visible as she was very blonde. She was very abrupt, very cheesed off and said she thought it was discussing that the therapist coughed all over her, she won't be coming back and that she either gets a full refund or she'll be sending us her hair bill.
Now, I admit it's our fault for getting the tint in the hair, no doubt about it. Bu the aggressiveness really annoys me and makes me think Actually, there was nothing wrong with your treatment, your lashes and eyebrows looked great, you got the hand and arm massage that comes with all our tint services, why shall we refund?! I offered her a voucher for the amount of the tint, I said we 2 salons so she can choose where or what to spend it on. But in her rude style, she refused and wants to take the matter further.
I'm in two minds if she has a point or not.
Ideas??
July xx :irked:
As usual, I'm turning to you for advise when I can't tale a decision.
This new client came in 1 week ago, had her eyebrows and eyelashes tinted. The therapists who's doing the treatment started coughing half way through and ask another therapist to take over her client. She apologised to the client who seemed to be fine with the swap.
A week later, the client came in asking for a full refund as tint has gone into her blonde hair. She said that somehow, wasn't sure at what stage, her hair must've touched the tint and it was very visible as she was very blonde. She was very abrupt, very cheesed off and said she thought it was discussing that the therapist coughed all over her, she won't be coming back and that she either gets a full refund or she'll be sending us her hair bill.
Now, I admit it's our fault for getting the tint in the hair, no doubt about it. Bu the aggressiveness really annoys me and makes me think Actually, there was nothing wrong with your treatment, your lashes and eyebrows looked great, you got the hand and arm massage that comes with all our tint services, why shall we refund?! I offered her a voucher for the amount of the tint, I said we 2 salons so she can choose where or what to spend it on. But in her rude style, she refused and wants to take the matter further.
I'm in two minds if she has a point or not.
Ideas??
July xx :irked: