Feeling deflated

[Zoey92]

So today i had a client complaint about her hair colour.
She was very kind in explaining why she was unhappy.

There was an issue while doing her colour, which i also rectified, which she did state in her message that she was happy i did attempt

But she was still unhappy with her end result.
So i did offer to either sort the issue or offer a refund. She's gone for the refund.

I've never had this happen before, it's just so disheartening.

 

[salonsaviour]

Hi @Zoey92,

I understand your feeling of dispirit - however it sounds like you did your best and offered her two fair options. It is frustrating that she didn't give you an opportunity to further fix the issue, but good that she was nice in her manner. Was she a new client?

Unfortunately we can't please everyone and as upsetting as it can be - some clients will never be happy...despite your best efforts. Many have unrealistic expectations from the get go. Did she show you any pictures? Were YOU happy with the end result? I have found managing expectations is key - under-promise, over-deliver.

Please don't let this dampen your enthusiasm for hairdressing as these things happen! You did the right thing given the situation and that is all anyone can ask!

 

[Zoey92]

Hi, yes she was a new client. Yes she did show pictures & i dud explain it woukd take 2 sessions to achieve, but i think maybe she expected too much from 1 appointment. I always tend to as you say 'under promise' when it comes to a big change. I was very happy with the end result, i think this was why i was so disappointed when the client messaged a few days later.

Thank you so much for the reply though, i do feel alot better about the whole thing today.
The client called in tonight and insisted on only a partial refund instead of a full refund which I offered.
We spoke a few words & left it on good terms. I just think its just one of them things. Brush yourself off & move on [emoji1377]

 

[sarah7898]

Sounds like you at least handled it very well and left things on good terms. Can’t please everyone all the time! X