Winnie2013
Well-Known Member
Hi everyone, hoping for a bit of advice as I'm dreading seeing this client in a couple of weeks. Basically I work for a clinic that does lots of advanced treatments. We also do laser hair removal. Any way this client purchased a course of 7 full body sessions and when she came in for her consult she basically told me that I had to do the highest settings, that she wouldn't accept my explaining that it might burn her etc. And dictated to me throughout the consult. She been on google and handed over the most ridiculous settings. I smiled through it and basically told her that she had no say over the settings for her treatment as I am the professional and the settings she wanted were not suitable for her. if that was not something she was willing to accept or was unhappy with ten we would refund her as were weren't the clinic for her.
Well she decided to go ahead with treatment and has been awful ever since. She does not want to understand or listen to the simplest thing I tell her, she says I've missed areas, I re explain that laser is 80% effective at most and we are only 2 treatments in and while we get her hair cycle under control there will be some patchy areas. She argues about the settings every time. She tells me it's her money and she wants to know everything I am doing and again tells me to put them up. I have told her everything she needs to know and the answer is always "why?" To the point where I don't know what else to say. She talks over me. She tells me how educated she is and I should tell her more (despite the fact she has paid me to treat her not train her in laser!)
In the end she upset me so much I had to get the manager involved who was amazing and said that I was one of her best team members and my settings, shot count etc were all correct and that was that. My manager told me that if she is still the same to call her again.
However she is in again soon and I'm worried she's going to come in and give me loads of abuse and questions again and all I can think to say is "you have spoken with my manager, nothing will be changing with this treatment, would you like to have it still or would you like me to get my manager to call you again?" Or just answer every question with "it's company policy" as I'm on my own without a manager on site.
I don't want to look like I can't handle it but she is actually making me feel sick at the thought of seeing her again.
I know I can call my manager about it if there is a problem but it's just I don't know what to say to her if she starts up again and as I'm on my own I'm really worried.
Well she decided to go ahead with treatment and has been awful ever since. She does not want to understand or listen to the simplest thing I tell her, she says I've missed areas, I re explain that laser is 80% effective at most and we are only 2 treatments in and while we get her hair cycle under control there will be some patchy areas. She argues about the settings every time. She tells me it's her money and she wants to know everything I am doing and again tells me to put them up. I have told her everything she needs to know and the answer is always "why?" To the point where I don't know what else to say. She talks over me. She tells me how educated she is and I should tell her more (despite the fact she has paid me to treat her not train her in laser!)
In the end she upset me so much I had to get the manager involved who was amazing and said that I was one of her best team members and my settings, shot count etc were all correct and that was that. My manager told me that if she is still the same to call her again.
However she is in again soon and I'm worried she's going to come in and give me loads of abuse and questions again and all I can think to say is "you have spoken with my manager, nothing will be changing with this treatment, would you like to have it still or would you like me to get my manager to call you again?" Or just answer every question with "it's company policy" as I'm on my own without a manager on site.
I don't want to look like I can't handle it but she is actually making me feel sick at the thought of seeing her again.
I know I can call my manager about it if there is a problem but it's just I don't know what to say to her if she starts up again and as I'm on my own I'm really worried.