Replies to This Discussion

Permalink Reply by Jennifer Cochenour on July 12, 2012 at 11:07am

With peel packages I think it is standard that refunds are not offered and that there is a time limit to their package...??   Maybe something on your consent/agreement could say "Your first treatment is being done on July 20th 2012 and you should finish your sessions by October 20th 2012.

Avoid a refund if you can by offering them equal money value services like a facial, or even waxing instead of a peel if they didnt like that particular service.

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Permalink Reply by Susanne Schmaling on July 12, 2012 at 11:14am

I stopped doing prepaid packages due to that very issue, instead I would give them a six month treatment plan with some extra perks such as an add on service or free product but only if they were consistent and followed through with the appointments.

In 16 years of practice I have only had a couple of instances of refunding money after a service, I would not put it in writing but do it on a case by case evaluation. I find that getting a client to follow through is based on addressing their needs, "ms. jones, if you want to see improvement on" xxxxx" skin condition then you will need to do 1.2.3. @ home and follow through with the treatments we outlined in this time frame.

Hope that helps a little, I think you are on the right track.

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Permalink Reply by Deborah Kenney on July 12, 2012 at 6:50pm

I don't think the majority of clients will expect a refund for services prepaid. I think sometimes their expectations are not realistic and they don't "hear" what we are saying. I use 1 year expiration on 6pkg.  though I also tell them I will honor it as long as I'm in business, and they or a designee can use for any service I provide-I just deduct the amount used. I do think it's good to have a policy in place and in writing, you can always change it depending on the situation. I'm fixing to refund (in services) on a trial product kit-at this point I can't even return to company because she keeps forgetting to bring it back. I've only been an esty a year in aug but a MT for 13.

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Permalink Reply by Lauren Snow, ASCP on July 13, 2012 at 11:31am

I think that it depends on a case by case basis. From a customer service standpoint, you may need to refund services if they are unhappy, or encourage them to try a different treatment at the same price point with you free of charge. This will save you a headache from Yelp and other social networking websites. Also, this way you are getting the opportunity to redeem yourself by touching them once again, and are able to pay special attention to what their original concern was- and reestablish the relationship that had disconnect.

 

I think packages should be a no refund type policy. Usually with packages you are already discounting services, so it doesn't seem right to extend then a refund too. I would say that you could do equal value treatments or they could pay the additional difference in the cost of a different treatment, but the money stays with you.

I think you could say, "due to the nature of the discounted rate of packages, there will be no refunds offered." or something like that. Just my two cents!

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Permalink Reply by Cindy Greenwood on July 14, 2012 at 12:43pm

I haven't had this happen...

but if they purchased a series of treatments, used one or some, then asked for a refund, I would deduct the full price of the used services from the discounted series price and refund that amount.

If they bought it then changed their mind before going ahead with the treatment I would refund the entire amount.

And as mentioned, when doing a series you have a recommended treatment timeline that they need to follow, so there should be an expiration date. If it was past that date though I would still refund based on the full priced service not the discounted service.

Or just offer some other service that would be more appropriate to their skin and/or expectations.

I see no reason to tell any client that they can't have a refund for unused services - but I'm not into getting into a tug of war with someone if they are not happy. I'd rather refund and be done with it so I can move on to my happy clients

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Permalink Reply by Diane Magos on July 17, 2012 at 7:44am

I am still a student, but trying to learn as much as I can here.  I like Cindy Greenwood's response here. It makes good business sense to me. I do hope that I never have this problem but I am sure it will at some point and time happen. I have made a good note from Cindy's response and plan to use it if needed. Thanks Cindy, and Thanks to Denise for asking this ?.

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Permalink Reply by Denise Ivers on July 24, 2012 at 11:24am

Thank you ladies for all the great advice.  I've been in business for myself for 3 years now and still learning something new just about every day!!  I have been selling more peel packages lately and just want to be clear on my end just in case a client requests a refund. 

What's amazing to me is how many clients are jumping all over this package...Makes me realize that if I don't bring it up and offer a package many clients won't ask.  I've also learned not to prejudge someone on their ability to pay.  I now offer my peel package to all of my clients starting a new series.  I'm so fortunate to have so many awesome clients!!  

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