Kristin don't give anyone any money back!    You have done the work, and you are going to correct it tonight-why would you give her the money back too!?  More than likely you will correct her hair to the proper shade and she will be fine.   Offer her a coupon for her next visit-give her a bottle of conditioner, but I wouldn't give her her money back.  A wise stylist many, many years ago when I started out told me.."never give anyone the money back-it will snowball on you in the end."  Stand behind your work.  Explain that hair can be as unpredictable as the weather sometimes.   Medication, water, health problems, any number of things could have interferred with the process.    Think of it....  you give the client her money back.  Gives her the notion that, "hmmmmm so she messed it up-she had to fix it-AND I got my money back......"  She loses confidence in you and your work, and it's a very good chance you will never see her again! 

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Perhaps we have worked together southern?   Your correct in stating "In other words you keep the control in the situation.  Once you hand control over to a client in any way you are done for as a professional."

Always stay on top.  Also-master the art of knowing what to say in every situation!   Southernguy said he mentions "you can't hurry beauty" when he falls behind or is over time on a service.   I do something of the same nature, saying I only have one speed and there is no client that I can rush on to get to the other!   Thus you would never see a watch on my wrist or a clock in my salon.They all want equal time with your undevoted attention.

Well Kristin-how did it go>?

Dear Kristenmichele

Welcome to the BTC Talk Back Boards!  Please take a few moments to read over the board rules in the green box above.  I hope today is much better for you than yesterday :)

Cindy Farr Hester  Asst Moderator

Good Kristin!  You WILL see her in the fall!  I'm sure you were great with her last night!  You sound like a smart Hairstylist!  Good Luck to you!

Yes you never want to double book, but it was out of my hands! The receptionist made an error when booking my 2 color appts. one of them was a highlight which I need more time for, but she's usually on top of things I still don't know what happened exactly but I try not to dwell on what went wrong just on how to fix it. However my (pink client) was my fault and our color rep says the tube was bad so we sent it back, but I think they just told me what we wanted to hear! Bottom line is that I ran late because I had to do a corrective color in the middle of my already hectic day!!!! I realize now that taking money off of my services is the absolute wrong thing to do, but I panicked! Call it lack of experience! Thanks again for your advice....ALL OF YOU!