Refunding an angry client was how I thought I would solve the entire reason my client was angry with me, it didnt matter what the reason was. Looking back I never really listen or asked why they were upset, I just knew that I didnt want them to be angry at me anymore. So my “knee jerk” response was to throw money at it and hope they would instantly be happy and leave. This soon became an “open door” to my same angry client and from that point on, EVERYTHING she paid for she eventually would get a refund.
We as estheticians work very hard for our money and we love to have a client walk into our room all stressed out and leave feeling renewed. That is one of the greatest feelings to watch and witness, when a client transforms right in front of our eyes. My biggest challenge when I became a small business owner was setting client boundaries. The idea of posted policies did not occur until after my business was up and running for 2 years. (I encourage you, if you don’t have one to make one..NOW!)
The importance of a refund policy especially with waxing is because this service is final, meaning that once the hair is removed it’s not coming back. Believe it or not, I made the statement above apart of my policy.
My Waxing Refund Policy:
All waxing services are final. No refunds are available for any waxing service.
Those 2 simple sentences became a huge part of my business, because it was very clear and simple. There would be situations where a client had a reaction I would treat them on an individual basis. Money was no longer an option to solve a client problem anymore, I had to explain and have a verbal conversation with future angry clients.
My favorite words to use when a client is angry or upset about their waxing service.
“What can I do to help you? There are no refunds on waxing services, what do you need from me right now to help you?”
Believe it not, 80% or more of my clients were not really upset about that waxing service, they needed to vent and it quickly turned into a esty-therapy session. It was a win-win for both me and my client, which instantly turned into a loyal waxing client and my client established an understanding with me, an honest loyalty.
Do you have a waxing refund policy? I would encourage you to establish one asap! You can always use mine.
A little esty humor for you…
