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
Views: 428
Replies to This Discussion
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Permalink Reply by Carrie Patrick on
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She was threatening "it could have been a lawsuit" over a small red bump that went away the next day?? I would be very cautious about this client in future, but if she is that troublesome, then she will probably cause just as much trouble if you say you can't work with her anymore. Hopefully she will not rebook. If she does, DOCUMENT EVERYTHING. You should be doing this anyway, but it is even more important with someone who you suspect is a troublemaker. Have her fill out a COMPLETE health history form, get everything in writing, make sure she signs an informed consent form to whatever treatment she is getting. That way, if she does cause more trouble later, you will have proof that you had all the necessary details about her history and she knew about any possible side effects.
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Permalink Reply by Lisa Fulton on
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Thank you Carrie. I love my job but sometime I wonder if I chose the right profession?
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Remember that you'd run into somebody like this occasionally in any job. Doesn't matter what line of work you are in, people like this exist and sooner or later we all get to meet them ... focus on the good ones!
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I will keep that in mind. Thank you!
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Permalink Reply by Jamie Jacob on
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She's looking to get over on you. If she's that busy she wouldn't have time to worry about a lawsuit. We had a client once that went around town doing stuff like that to get free treatments but word got out and she was banned from most places.
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Is there a place where you can report people like that? There are lot of nice clients but every once in a while you run into those and it's so irritating that there isn't much we can do about it.
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Permalink Reply by Kimberly Adams on
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You have the right to not accept this client anymore if she is troublesome or if she is one of those people who try to make up false complaints to get freebies or worse (su-happy)... How long has she been a client and has she ever pulled anything like this in the past? My concern is that she mentioned a lawsuit. If she trys to reschedule, I would ask her politley to see a doctor to work out her "allergies" to be safe before you rebook and ask for a note from her doctor stating it is safe for her to resume your skin treatments. The trick is to make her feel that you have her best interest in mind, even offer her the ingrediant list to give to her doctor. This might sound excessive, but its a short conversation that will allow you to take control of the situation and protect your business. She will most likely disapear because she will learn she cannot take advantage of you because you cover your basis.
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Thank you for your suggestion. She is a new client. After all this happened, I heard from the pharmacy tech in the same building that she tried to accuse pharmacy of selling her fake rx cream. She was told to return all the medications she picked up from the pharmacy for a refund and she doesn't have to purchase any medication there again. She never returned the medications. I wish I had known what happened at the pharmacy before I took her in as a client.
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Permalink Reply by NBSkinCare on
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Some people are just drama. They want drama, they want to hear 'oh, I'm so sorry that happened', or 'what can I do to make it right' or they just want to complain.
I've had a client like this, and I put my foot down,fired her (and her daughter) and told them they were not welcome in my clinic because I wouldn't tolerate the way she was speaking to me and the things she was insinuating.
If someone had a true issue, they would make time to come see you or at least send photos. Normal people are reasonable, so if you're running into unreasonableness then realize its not you, its the CLIENT!
If youre not comfortable, You don't have to outright fire this client, just...don't have availability for her ;) but the best way is to face it with her and tell her that you're not a good client / service-provider fit.
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I need to learn to put my foot down. I am too soft. Thank you!
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Permalink Reply by Heather Margaret MacDonald on
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I think you would feel better if you cut this client loose. If you continue to try and look after her you might find yourself dancing attendance to someone who cannot be pleased. In the long run, it might undermine your confidence and it could affect how you work with other clients too. If she calls you again, just tell her that you believe she would be better off finding a new esthetician. I doubt she'll argue, but if she does, simply tell her you feel that it is best for both of you. These kinds of things are scary; when people start using words like "lawsuit" it's a reminder that we are vulnerable to scammers. Be sure you are properly insured for whatever treatments you offer, and don't continue to treat anyone who threatens you with a lawsuit: They're not worth the risk.
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I will do that. Thank you!
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