AIBU To think I shouldn't have refunded? More of a rant(14 Posts)
I'm a mobile hairdresser, Today I got a call from a lady, lets call her Lisa (Not real name) Lisa is a newish client of mine, I did her hair for her twice and all was fine. Lisa's daughter, 17yr old jane is going to a party for new years and Janes hairdresser cancelled at last minutes so lisa asked me to come out and do Janes hair and regrowth, No problem, I have nothing on so went up within an hour of getting the phone call, I did lisa's hair, lisa paid and I left.
barely 45 minutes later my phone was ringing, It was Lisa "I'm calling to speak to you about the absolute f---ng state you've left Janes hair in!!" I responded calmly by asking what was wrong, Her reply was "Janes hair is ginger, its snapping, her fringe has been hacked at!" (Bare in mind I ONLY did the roots, didnt even cut the hair) more shouting (from her) ensued, getting louder and louder with me just saying "Please calm down, if you have a problem I simply cannot sort it out if you are shouting at me!" 5-6 times until I said "If you don't calm down I will have no choice but to hang up" I then agreed to go back up and take a look at Janes hair. I could see nothing wrong with it. I spoke to Jane alone in the living room, jane told me her hair was fine, she couldn't see a problem and didn't know why her mum was kicking off so much. It became glaringly obvious Lisa was just trying it on. I went back to the kitchen to speak to Lisa, Before I could even open my mouth I was given a torrent of abuse, Saying I wasn't qualified, Im awful and should be ashamed of myself and worse. So I whipped out my qualifications (kept in my work bag in case a client wants to see them) and calmly placed them on the unit.
This woman was justgetting louder and louder and louder, More torrents of abuse and I couldn't do or say anything I was just stood there. I just threw the refund at her and walked out. I know I shouldn't have given the refund knowing the actual customer was happy with my work. I'm also really worried now as I've not been mobile for long and its our main source of income as dp is on a low wage, I'm also 16wks pregnant so I need to save up a bit before baby is here so I can take a few weeks off without living paycheck to paycheck (As SMP isn'tmuch and im not even 100% im entitled to it)...Eeesh
Well, presumably you'll never do her or her daughters hair again? Can you look upon it as money spent ridding yourself of an awful client?
I'm sorry, it shouldn't have happened. I suspect 'Lisa' tries this on a lot...
Oh blimey poor you, what a horrible woman. I'd of refunded too, just to shut her up. Optimistically I'd hope by doing that you'd stop her bad mouthing you (as much as she might have if you'd refused the refund) she's just horrible. You know you've provided a good service. Think you're very brave to go round there after her abusive call too. Bloody cheek!
How awful for you it does sound like Lisa is a pro at this
I know how this feels, really horrible when you've done your best and your work gets questioned to the point you end up giving in.
I'm a dressmaker and I cant tell you the amount of people, who try it on, I go to their house, do the fitting, come home make the pattern, buy the materials, make the dress and go back and fit it to them, then get home and get a message of abuse about how the fabrics isn't what they expected, the shape is crap. 9 times out of 10 they have picked everything themselves.
I now get them to fill out an order form at the beginning so everything is written down, and at the end I ask them over and over if they are happy, if they want anything changing now is the time to tell me and so far its all been ok.
I think just put this "Lisa" down to experience, Don't answer the phone to her again, your pregnant and don't need the stress. and if you advertise on Facebook keep checking to see if she has written anything on your page that can be rectified by you so further clients can see the whole story rather than just her side.
Its hard when your mobile and you cant hide behind a business brand.
I advertise alot on fb groups (you know the selling pages)when I have discounts etc going, i've not been mobile for long and have probably made about £400 since starting up, it cost me over £200 to set everything up, I dont have many clients so i'm worried that i'll get badmouthed and it will damage my (teeny) reputation beyond repair as I dont have a massive client base to hide behind
Not a nice experience, she sounds like a delight!
If you are worried about word of mouth and her slating you to others I don't think you'll have a problem, anyone who knows her will likely know what she is like!
As you are just starting up it may be an idea to ask clients for before and after pictures, to say, put in a portfolio? Maybe offering a discount for those who agree, then you'll have both proof and a record of your work for when you return to work after baby.
If you have a ratings system on your page GET RID OF IT! Other than that I am pretty sure you can delete any of her comments. What a mentalist.
Honeypie thats awful very sad. My younger sister (No longer in contact as shes a bitch) did the very same to a dressmaker and made her give her a partial refund, As I was getting to my sisters house I heard the dressmaker on the phone while making her way to her car saying "We can't afford winter-wonderland now. I'm in my overdraft" I felt awful for her, i assume she was talking to a family member, I can't imagine being unable to take my kids out or enjoy a treat because of what happened today, it'll be hard enough as it is because money is extremely tight for us and after this weeks bills if i've not got any work booked in (I havent yet) i'll be best mates with my credit cards.
I advertise on selling groups etc on fb too, I can't delete posts off those as they arent my groups IYKWIM. I guess im worried i'll be dragged through the dirt when ive done nothing wrong
No real advice on the awful customer.
However, do you want to talk about building up your fledgling business. People might have some ideas for you? Who are your target market? What hours do you want to work (days, evenings, etc). Do you like doing kids' hair?
My target market is well... whoever has hair! I cut mens, womens and over 3s hair, right now I work all hours of the day and night (If someone wants a perm at 2am, they get there perms at 2am!)however this isn't realistic for everyone so i'll probably end up working between the hours of 9 and 9, to cater to those who are SAHM and those who work 9-5, I can do kids hair and am very good at doing so, I often carry small toys or a picture book and some sweets when Im doing a childs hair to stop them fidgeting so much.
Very good advice from AIBU Offer discounts to take pictures of before and afters. A lot of people are genuinely nice but there are always the few who spoil it for the rest of us.
I do know how that dressmaker felt though i've had to cancel plans for my ds due to people not paying or just not being in when I turn up for appointments. at least have the decency to say you've changed your mind, Now I ask for a £10 deposit when they book an appointment.
There will be tons of things you will learn along the way that will help you out and you'll get to a point and think why didnt I do that at the start, but keep plodding along, its all experience at the end of the day!
There is a local mobile hairdresser who has pulled in loads of business by marketing herself as doing mum and kids' hair in one go.
She'll come round after school, cut the kids hair and do the mum's (or dad's) whilst they kids watch telly. She'll do up to two kids' hair free if you have a cut and colour (I'm guessing that's because she does the kids whilst the colour takes, so it's no loss to her).
Also, if you get people not in, there are ways to limit that too. Has that been an issue?
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