Vent: Bleach disaster at 9am ruined my whole Tuesday schedule

I had a regular client booked at 8:30 for a root touch-up, same formula I've used on her for a year. But the bleach sat a little too long because I got stuck on a phone call with a supplier about a backorder. When I lifted the foil, her roots were almost white while the rest was a level 8. She looked at me and said, 'That's not what I asked for.' I panicked, toned it twice, and ended up giving her a partial refund of $40. It still looked off when she left, and my next three clients got rushed because I ran an hour behind. Has anyone else had a total processing fail from a dumb distraction? How do you fix it without losing the client's trust?

2 comments

2 Comments

wright.kevin27d ago

Fix the tone issue first thing next visit and own the mistake upfront. She will trust you more if you just say, "I messed up today.

diana_black2227d ago

Owning it is fine, but $40 back already told her you knew you messed up. The real fix is showing her the corrected result next time, not more apology talk.