How to handle clients who make false statements and tries to cause problems?

Hi, I did a light therapy and skin rejuvenation (smooth skin) treatment on a 37 yrs old client who says she is healthy with no medication or medical problems. There are no side effects or allergies to this treatment. Client contacts me the next day and says she broke out and has red bumps. It was very unusual and I wanted to see her face. I asked her to come in and she says she doesn't have time. Then I asked her to send me a picture with her iphone. She says she took several pictures but it doesn't show very well...I insisted that she sends me a picture so she sent me two pictures where I could not see the breakouts or red bumps. I did see one tiny bump on her lower chin but it didn't look like it's from the treatment. I didn't want to assume anything so I asked her to come in as soon as she can and she made appt to come in then she cancelled the day before saying that it went away (after a day??) and her skin is better. I still informed her I would like to see her face just to make sure and when she came in few days after treatment there was no trace of any breakouts and red bumps. She swears it was there and there could have been a lawsuit issue. I didn't want to argue with client so I said it's good that it cleared up. From my experience and contacting the company there has been no case of breakouts (the company has been around for over 40yrs).

I don't think I want to take this client anymore...5 days after she now says she thinks it's the serum she got from me that is causing a breakout but she won't bring the serum back.

I have done many of these treatments and has ever had breakout. I almost think she is not telling me the truth and trying to make trouble.

Do you have any suggestions on how to handle this type of client better?

Thank you!

Tags: complain

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Permalink Reply by Cindy Greenwood on March 28, 2013 at 10:06am

I pretty much agree with what has already been said...

You do need to contact her to set the record straight though...

I would approach her with a helpful attitude...

see if any of this might work...

"Dear Ms. client,

I would like to be able to work with you to reach your skincare goals. Communication is very important in being able to make the correct choices in product and treatment in order to reach these goals. It seems as if your current schedule is too hectic for you to be able to allow me to assess and document your condition accurately so that we might determine the best options for you.

Because of this I am not able to provide you with the level of care that I demand for all of my committed clients, and unfortunately this prevents me from being able to obtain the best results for you and your skin.

For now, I need to decline any future appointments from you.

If your situation changes and you are willing and able to make the comittment of time, product use, home care compliance, and follow-up appointments please contact me and we can go over the necessary information, release forms, and treatment plan"

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Permalink Reply by Carrie Patrick on March 28, 2013 at 1:41pm

I think this is a good idea but I would not do it until/unless she actually does come back to rebook. Otherwise, you might be starting the whole thing up again unnecessarily. If she does call to rebook then you could give her this response at that time.

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Permalink Reply by Lisa Fulton on March 29, 2013 at 2:50am

I want to thank all of you guys for giving me input. I learned so much through this experience. I found out today that this is not the first time she tried to make trouble at a spa. I found out she tried to cause trouble at another spa and got a free gift certificate and an apology from the owner. I think words are going around about her....I just hope I learn how to read people better so I can avoid people like this.

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Permalink Reply by Heather Margaret MacDonald on March 29, 2013 at 6:46am

You don't really know who is coming through your door, Lisa. All you can do is continue to act in good faith, and give all your clients excellent service, so that if someone does abuse the relationship you feel super confident about telling them to find another esthetician. Trust is so much a part of this profession, and to really enjoy the job we've got to maintain friendly relationships. At the same time it's important always to attend to the paperwork that keeps us protected, using the health forms and keeping notes on whatever treatments we do and how the client reacts, and following up with whatever needs following up so that if we are faced with a scammer we are well prepared and protected. Good luck!