To charge her twice

[Redchairglitter]

I’m a beautician and during a lash appointment my client said she felt sick which resulted in a severe panic attack. She tried but we couldn’t finish. There’s about half an hour to go. She paid in full. When she rebooks to finish them off should I charge her for the extra time?

It would be food PR if you didn't charge her

I’d expect a tip but I wouldn’t charge her!

If you charge per set, then no - because she's already paid.

I lost effectively half an hour though

It’s fair to charge for the extra time. I wouldn’t come back or recommend you to others if you charged for a full second appointment given that some of the task and thus time, and materials are already done.

Yes, but is she likely to be a repeat customer? If so, you're better off not charging as a gesture of goodwill.

It isn't like she stiffed you by not turning up or similar. It sounds like a much more genuine issue. I get that you're out of pocket, but customer service is such a good differentiator.

I wouldn't (I am an ex beauty therapist). You, presumably, finished your appointment earlier so "owe" her time. Plus, it's important to build relationships with your clients. Look at it as an investment as they are more likely to come back again and again if you show them kindness.

How much would the extra half hour be

Neither of you could have avoided this happening. You can rightly charge her twice but it will not do your reputation any good.

Half an hour is not a lot of time or money to lose. I think you should give her some goodwill.

She’s a regular and I know she has ongoing health issues

If she is a regular then all the more reason not to charge her again.

If she is a regular, I wouldn't even for a second consider charging. I would be more concerned that she is comfortable and OK and about how to make the experience better for her next time. If that wasn't your immediate reaction, you may be in the wrong trade.

You clearly care more about your time than your sick customer who would come back if you treated her kindly. If you charge her fully I'd not expect her back.

You would be very unreasonable to charge for the extra time. It's not like she was dicking around, she had a medical emergency.

She was unwell!

Book the half hour when it's convenient for you. So you are not losing out again. 8.30 before you start the day, 6pm when you've finished etc.

I don't understand why you would need to charge again when she paid in full? You owe her half an hour surely, as she paid for it? So when she books in to finish off, she's already paid for the time it will take you

You're a beautician, not a brain surgeon.

I'm sure you can suck it up as one of those things.

The phrasing of this makes me think this is a reverse but either way, I think technically it’s ok to charge her but if you charged full and I were her I wouldn’t go back again.

She might not be regular for much longer if you charge her. I would write it off, I mean it’s only half an hour, it could be more damaging to charge.

I think charging half price would be fair Shes a regular client so you need to keep the goodwill, but if I were her I’d feel very rude letting you lose money because of me and I’d insist on paying in full.

@Redchairglitter think about client retention. This happened to me (not Ill) but we ran out of time in my last appointment, booked in for a few days later for top up and I went to pay and my lash tech wouldn’t take my money. I really appreciated that and will make sure I keep going back to her. It’s not just about the 30 mins you lost, it’s about repeat custom.

Sometimes things just happen. I think it's really unfair to charge a loyal customer again for something they couldn't help. Your clients are your job, remember that.

If it's not a reverse then the OP is a piss poor business woman.

If she regularly cancels that's a different thing.

But for a genuine one off, I'd let it go..but not a habitual canceller.