pissed off client

I had a client call to book a waxing appt and after I hung up the phone I felt un easy about taking her appt. She came in later and was LATE!!! and did not say anything! I was going over her intake form before her brazilian waxing service and I noticed she checked yes for using Retin -A. So I asked her when was the last time she used it. She said 2 weeks. I told her unfortunately that was a contraindication for waxing and that I would not be able to wax her until she was off of it for at least 6 months. She looked at me and said you can't be serious! I've been doing this for 10 yrs. I told her I am not sure who was waxing her before but I would not be able to perform the service. She told me again how stupid it was and I told her... Sorry you feel that way but I am sure that the person who had been waxing you should be able to continue your services. She was pissed but I felt like I had to stand my ground. I told her I did not want to be responsible for lifting, bruising or tearing her skin and if she did not believe me she could google it!

I hope people can understand that I am not willing to sacrifice my business or my integrity! Right?

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Comment by Lauren Snow, ASCP on August 24, 2012 at 12:40pm: Just a question- she came in for a Brazilian, right? I don't think Retin-A (a topical Vitamin A ointment/cream) is a contraindication for waxing down there, JUST on the face (or where it is applied).

Now if she was on Accutane- yes absolutely no waxing for 6 mos. Someone please correct me if I am mistaken.

Major kudos to you though for standing your ground, it is so easy to give in to the pressure from clients! Esp when they get angry!

Comment by Minkita Ravenell on August 23, 2012 at 8:19pm: I agree as well. Sometimes people will try to manipulate you into doing what they want and when it goes awry, they're the very ones who will point the finger and lay blame. Great job! I would have done the same thing!

Comment by Susanne Schmaling on August 23, 2012 at 9:22am: I AM SO PROUD OF YOU!!! I am doing a happy dance in the office. Waxing is one of the biggest insurance liability claims. You saved yourself and your client some possible issues. I know it hurts the cash flow to lose this client but know that your level of professionalism will bring people to you . Hang in there...definitely a good call!

Comment by Diane Magos on August 22, 2012 at 8:21pm: You did the right thing!!! Lady do not ever feel bad or uneasy about doing the right thing and protecting yourself and your business!!! Let her go back to the one that is doing this unjustice to her since she has been going to this lady (I am guessing the same lady) for 10 yrs. You know, maybe that is why she came to you, because now that this lady is on Retin-A, her esthetician will no longer wax her either. I do not have my business open yet, but I can tell you this, nobody, and I mean NO BODY will ever be worth the risk of my License or Business! Pat yourself on the back lady! Good Call!