Dealing with customers from hell

[Deleted User]

Havent been in business for long so this is a first for us, but I'm sure those who've been in business longer have been subject to a similar thing.

Anyway, we do botox treatment. We tell clients at the time, its not an exact science, results may vary, the aim is improvement not perfection etc. We also stress the importance of a free followup/topup appt after two weeks (to be honest most people need a little tweaking). Clients also sign a disclaimer agreeing to these terms (which repeats the

Any wife did a client two weeks ago. Phoned her wendesday to confirm followup appt in the evening (she'd been given a card at initial appt). Woman was really off with her and said she'd phone back. Never did - appt never happened.

Wife had a really nasty text yesterday saying she was too angry to talk accusing her of not doing it properly, and demanding 'your company' does something about it. Apparently, she was upset because one side of her face had taken more than the other and everyone had noticed.

So wife phoned her, went to voice mail, and explained that this could be sorted out at the follow up appt if she'd like to rearrange. She also reassured her that the injections had been done properly.

Another rude text demanding that a supervisor call her! Wife phoned back straight away and she didnt answer again. Explained that she was owner of the company and this could be sorted out once again.

We also had a strange text from her which looks like it has been sent accidentally on purpose purporting to be a text from her to someone offering legal advice. Its as if she trying to scare us...

So, next step is to send her a letter with a copy of the injection record, the disclaimer shes signed, and ONCE AGAIN offering to do a follow-up.

What more can we do?

I must admit I've never met someone so unreasonable in my life !!!

jexygirl

I am sure someone with more experience will post shortly,but my first advice is to open a "complaint" file and record EVERYTHING.
Every call with details time and date, every text etc.

I think a letter may well be the way forward, again keep a copy in the file, detailing as you said, the terms and conditions that she signed, the offer of follow up etc.

Good luck, unfortunately it is the first and is unlikely to be the last, but don't get scared off. As you say it isn't an exact science, and provided the right qualifications etc are there, I dont see that you have anything to worry about, but as I say someone with more experience in this sort of thing will post soon.

Jex

[Deleted User]

I just cant believe that theres someone out there thats so unreasonable and just behaving so strangely !!!

paulwf

That's ridiculous! Sounds like one of those passive aggressive people who want to rant at you but won't do it to your face. Don't worry about the legal threat, there's a 99.9% chance it won't happen (actually more like 100% as solicitors don't usually communicate with clients by text). You've done everything right and all you can do is focus on all the happy customers that have been pleased with your service. Perhaps the only thing I would have done differently is to have sent a reminder letter for the follow up appointment but that's a minor thing.

I'm sure a major reason why people go in complaining with all guns blazing is that they get hacked off with the poor service by major companies. I've had customers start off an a major rant and when you stop them and say "right then, tell me what you require and I'll make sure you are 100% satisfied" they go all quiet and don't know what to say

Heck customers even blank you or scowl if you dare to say hello from across the shop, they are so used to pushy sales people in chain stores they automatically think you are lynching them not just being pleasant.

BTW why not add a disclaimer stating "we are therapists not miracle workers, if you are an ugly old bag we can only do so much"

paulwf

Forgot to mention...if they keep banging on about solicitors just say that as they are taking legal action you can only communicate with them in writing via your solicitors. That cuts their rant off mid flow as you've called their bluff. They then have to quickly backtrack and say they didn't really mean it and lets talk about it

paulofessex

Personally l would just send a recorded letter confirming her communication regarding her thoughts of treatment received as well as perhaps GIVING her an appointment date (stating she should call to re-arrange if not convenient) and any leaflet you may have regarding the procedures and follow up etc.

That way you are not ignoring her issues, you are clearly offering the follow up appointment so should she take the matter further you have covered your back. I wouldn't send the disclaimer etc, unless of course it transpires into a full blown legal battle. I also wouldn't be tempted to offer a free/discounted treatment, not with her attitude she has displayed.

Also you above you mentioned .......We tell clients at the time, its not an exact science, results may vary, the aim is improvement not perfection etc. We also stress the importance of a free followup/topup appt after two weeks.....do you also provide that in written form i.e. on the disclaimer they sign so any client cannot say there wasn't told about it.

I'm sure someone else with customer knowledge can hopefully advise you of what % of customers from hell you will likely to come across.

Best of luck with the business

[Deleted User]

paulwf wrote: »

That's ridiculous! Sounds like one of those passive aggressive people who want to rant at you but won't do it to your face. Don't worry about the legal threat, there's a 99.9% chance it won't happen (actually more like 100% as solicitors don't usually communicate with clients by text). You've done everything right and all you can do is focus on all the happy customers that have been pleased with your service. Perhaps the only thing I would have done differently is to have sent a reminder letter for the follow up appointment but that's a minor thing.

I'm sure a major reason why people go in complaining with all guns blazing is that they get hacked off with the poor service by major companies. I've had customers start off an a major rant and when you stop them and say "right then, tell me what you require and I'll make sure you are 100% satisfied" they go all quiet and don't know what to say

Heck customers even blank you or scowl if you dare to say hello from across the shop, they are so used to pushy sales people in chain stores they automatically think you are lynching them not just being pleasant.

BTW why not add a disclaimer stating "we are therapists not miracle workers, if you are an ugly old bag we can only do so much"

Yeh. Its weird. This woman wont even speak to us !!!!

I really dont know how my Mrs was able to be calm enough to leave a polite message for her !!!

I've got a feeling next text message is going to be - refund please !!!! No way...

[Deleted User]

paulwf wrote: »

Forgot to mention...if they keep banging on about solicitors just say that as they are taking legal action you can only communicate with them in writing via your solicitors. That cuts their rant off mid flow as you've called their bluff. They then have to quickly backtrack and say they didn't really mean it and lets talk about it

Well, we do have malpractice insurance. I've emailed them with a heads up and to ask for some advice just to make sure I'm doing everything right.

To be honest, they supplied us with the wording on the consent forms we use, so I'm sure that legally we're ok.

[Deleted User]

paulofessex wrote: »

Personally l would just send a recorded letter confirming her communication regarding her thoughts of treatment received as well as perhaps GIVING her an appointment date (stating she should call to re-arrange if not convenient) and any leaflet you may have regarding the procedures and follow up etc.

That way you are not ignoring her issues, you are clearly offering the follow up appointment so should she take the matter further you have covered your back. I wouldn't send the disclaimer etc, unless of course it transpires into a full blown legal battle. I also wouldn't be tempted to offer a free/discounted treatment, not with her attitude she has displayed.

Also you above you mentioned .......We tell clients at the time, its not an exact science, results may vary, the aim is improvement not perfection etc. We also stress the importance of a free followup/topup appt after two weeks.....do you also provide that in written form i.e. on the disclaimer they sign so any client cannot say there wasn't told about it.

I'm sure someone else with customer knowledge can hopefully advise you of what % of customers from hell you will likely to come across.

Best of luck with the business

Yes, the consent form/disclaimer was provided by our malpractice insurance provider. It says all this and says about how important the followup is and she signed this at the time !!!!

Going to write her a letter now with copies of this consent form she signed, injection record (to prove it was done properly) and once again offer to do a follow-up....

Bit annoyed that shes accusing wife of deliberately not doing one side. As if this woman is the expert!

[Deleted User]

She keeps going on that she wants to speak to a supervisor even though my wife has told her shes the owner. Its well weird. I think she thinks she talking to Tescos or something.

I did say to my wife to put her on to me and I'd say I was her superior (we do both the run the company - she does the treatment I do the business stuff) and just repeat what she said.

[Deleted User]

jexygirl wrote: »

I am sure someone with more experience will post shortly,but my first advice is to open a "complaint" file and record EVERYTHING.
Every call with details time and date, every text etc.

I think a letter may well be the way forward, again keep a copy in the file, detailing as you said, the terms and conditions that she signed, the offer of follow up etc.

Good luck, unfortunately it is the first and is unlikely to be the last, but don't get scared off. As you say it isn't an exact science, and provided the right qualifications etc are there, I dont see that you have anything to worry about, but as I say someone with more experience in this sort of thing will post soon.

Jex

Yeh, wife is degree qualified nurse, 10 years experience, Harley Street aesthetics trained yet this woman is accusing her of not doing it properly because it didnt work quite right on her !!

She insists she knows exactly how botox works - obviously not !!!! Inject yourself next time love and see how much of a mess you make of your face then !!!!