Rude client

welly did new yoik

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I am in shock and rather upset. A lady rang some weeks ago to make an appointment because she wanted reflexology in pregnancy. We had a long chat and I booked her in for a week or so after her first scan. As this was a while ago I rang her house on Monday to confirm the appointment and left a message with someone there, as she was away. I got home from my office job just now to find a message had been left on the answering machine at about 3.30. It was the client asking if we were still on. I rang her straight away and she was very rude to me, saying that she couldn't come now and why hadn't I phoned her back sooner! I explained that I had only just got home. My mobile number is on my website so she could easily have phoned that number having got our answering machine at home. She said it was just too late for her to come, and that I should have phoned her sooner. I explained my position again but she just wasn't listening. I asked her (as politely as I could manage) if she would like to reschedule and she said she couldn't think straight as they were moving home in a week, so she would ring me another day. I don't think she will, and if she does I don't know if I want her as a client. Should I just cut my losses and let it be? I feel she owes me an apology for wasting my time, not to mention a cancellation fee. I said some rather un Christian things after I got off the phone, I can tell you.

If she phones wanting to book in, do I say no without saying why? Better to bite my tongue and remain calm and professional? Or do people need to be told that it isn't on to take the whatsit?
 
Oh ((((((Siobhan)))))) That's horrible for you. It sounds like it was all her problem and that she had got herself disorganised. I don't see why you should have to put up with htis, and if I were you I wouldn't want to see this lady at all. We all have the right to refuse treatment to clients for any reason. It doesn't sound like you would get a cancellation fee out of her even if you tried, so it might be worth letting that lie rather than risking another angry response.

I had my first (and only!) nasty comeback from a client a few months ago so I know how vulnerable you must be feeling. But just think of all the clients who are happy and what a difference you have made. So obviously it's her problem and not yours.

Take care.

Sarah x
 
firstly, deep breath....

from a point of view where i havent been annoyed by a missing or inconsiderate client....

she is pregnant, she is moving house, she sounds really stressed......

we all make mistakes give her one more chance if she wants to book in, at least then you know you are not cutting your losses and she may have just been having an off day.....

T
x
 
yup thats exactly what i would say - pregnant - hormonal - moving house - stressful - unable to think straight - gone :-)
bless - deatch if you can - I'm sure you are much bigger than this - she has no right to speak to you this way - but it is her stuff her inability to cope / her rudeness - none belongto you they are hers not yours. Pleaser try very hard not to take it onboard - Perhaps if she does - dare to ring back - you cana lways mention how stressed she sounded
& pity she couldnt make it as she sounded as though she really need a treatment :O . . JOKE !!

I hope she rings back that first impressions are proved to be totally wrong, that you find a great customer, loyal ,regular
one who is sooo very grateful you gave her a second chance, and forgave her for all rudeness,total chaos & loss of earnings
as she doenst know what came over her that day but she was really sorry. If she doesnt ring back then bless her - she has to
live with her conscience.
 
Thank you both for your thoughts, much appreciated as always [sm=grouphug.gif]. I see where you are coming from T, and as always I admire your ability to put yourself in others' shoes and give everyone a chance. You are an exceptional person [sm=hug.gif].

However, as stressed as the lady in question was, I just don't think she was justified in behaving in that way. I have little patience for people who think it's OK to treat someone who provides a service to others eg waiters, call centre staff, nurses, garage attendants, till operators in supermarkets etc, like something they have found on the bottom of their shoe. It is disrespectful.

I thank heaven that I am fortunate enough to have lovely clients, and I hope it stays that way. It makes my job so satisfying.
 
Dear Siobhan, you don't know that this is the case and I think it makes it worse for you to think it.

I would let it go and do as the other's suggest, though she probably will disappear anyway.

Here is a little story. When I first went to work at the Centre a regular client booked in with me (relucantly as she wanted the therapist who had left). She got the time wrong and was very cross when she arrived and though it was her fault I got the brunt of it. I let it go over my head and told her to come back in an hour, which she was relucant to do, but did. She was very stressed, her husband was in hospital etc etc. Anyway she came back a little calmer later on and I gave her a massage.

That lady has come back to me every other week for over a year now for a massage and she has become a friend. She worries about me, hugs me and asks me how I am each time I see her and she confides in me.

I didn't take to her at first for obvious reasons, but the moral of the story is, let it go, do your job and it will be fine.

It isn't worth stressing about, she won't be worrying about it and as Tracy says, she is probably just in a flux at the moment and you got the brunt of it.

Big hug.
 
If she does rebook, you may find that she has thought about her behaviour and actually apologises to you at the next treatment.

If I get off to a bad start with a client (usually when they don't turn up for an appointment), I usually give them one chance. If they do rebook, I don't charge the cancellation fee. However, if they miss two appointments (without notice), then they get an invoice.

I have a client who I have mentioned before who, every other week, didn't have enough money on her to pay me (this was at the clinic where I work). After the third time, at the end of the treatment, when she told me, yet again, she had forgotten her money, I told her that I would have to have her money, in full, at the end of every treatment, as I had my own overheads at the clinic that I had to meet. I must admit, I felt bad, ruining her relaxed state, but she was then very apologetic, offered me loads of money upfront for the next three treatments (which I didn't want). It wasn't even the money, just a matter of respect and she's fine now.

Lesley
 
hi siobhan,

yuk, eh? its amazing though, that the appointment was booked in advance, you rang a few days to before to confirm and yet, she still rang you on the day to confirm again? why was that? and then to say that you confirmed confirmed confirmed (it was 3 times by then??) too late?? huh? how come she hadnt just come at the appointed time?

anyway.. big sigh... we cant all be perfect <g>, but if you are like me, of course IF she does call, you will find it difficult not to be slightly off... but relax, accept that she has called, be very professional, let her realise the date and time is booked in your diary. IF you cant make it for any reason, you will let her know in advance but otherwise, unless you hear from her, you will be HAPPY to see her on the day!!!
 
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    9 girls working at Reinella wellness, 45 minutes $45 , 60 minutes $55, 90 minutes $85 Address: 6262 hwy7 unit #1 Vaughan โ˜Ž๏ธ๏ผš905-851-4888
  35. bnwellness_wilson:
    We have 4 girls are working today, young cute Mondy and young pretty Lily 22โ€™s slime open mind, sexy Coco and sweet EFG Ella are providing deep tissue and sensual massage, pls call 416-3985777 book appointment and walk in always welcome, back entrance and parking available. 350 Wilson Ave North York
  36. New spring spa@:
    ๐Ÿ’–๐Ÿ’–Sexy hot ๐ŸŒนSingapore ๐ŸŒนJapanese model girl 170cm sexy and hot ๐ŸŒนkorean๐ŸŒนgirls working ๐Ÿ’‹๐Ÿ’‹at Nu spring spa ๐Ÿ‘โ˜Ž๏ธ416-669-8508๐Ÿ’–๐Ÿ’–
  37. Sparkling Spa:
    โšก๏ธ๐ŸŒŸSPARKLING SPAโšก๏ธ๐ŸŒŸ โœ…50 Lockridge Ave Unit 8โœ… ๐Ÿ‘ŒMarkham, ON L3R 8X4๐Ÿ‘Œ โ˜Ž๏ธ (905) 604-8186 Spa Land Lineโ˜Ž๏ธ โ˜Ž๏ธ (437) 446-6688 NEW Spa Cell Phoneโ˜Ž๏ธ (West of Warden & 16th Ave) OPEN 10am to 9pm MONDAY to SUNDAY ๐Ÿ”ฅโœ…NEW MANAGEMENT๐Ÿ’ฏNEW GIRLS๐Ÿ”ฅSUPERSTAR SERVICE QUEENS AVAILABLE AT SPARKLING SPA FOR ALL YOUR MASSAGE AND SPECIAL EXTRA NEEDS๐Ÿ”ฅ๐Ÿ’ฏ๐Ÿ˜˜๐Ÿ”ฅโค๏ธ๐Ÿ‘Œ ๐Ÿ”ฅSEXY NEW YOUNG GIRLS ALWAYS WORKING - Todayโ€™s Schedule isโ€ฆ๐Ÿ”ฅ Zoe - ๐Ÿ”ฅStunning Tall Taiwanese Service Queen with Endless Passion and Sensualit
  38. wonderspa:
    ๐ŸŒบ๐Ÿ”ฅ Wonder spa [9421Jane st unit 127)L6a 4H8,Please โ˜Ž๏ธ4165000-800,Ensuit rain shower now is available ,every day 4 nice girls working๐Ÿ’„Amy is Vietnamese young sex girl,open maid,everything she can do,๐Ÿ’„Mimi is younge sexy girl beautiful face long leg,nice body slide,really popular girl๐Ÿ’„very big boobs Mina,deep tussiue massage and hot stone,back walking and relaxing massage,give you very Comfortable warm time๐Ÿ”ฅ๐Ÿ”ฅ
  39. Jennyโ€™s Spa:
    ๐ŸŽ‰๐Ÿ’JENNYโ€™S SPA๐ŸŽ‰๐Ÿ’ โœ…5170 DUNDAS STREET WESTโœ… ๐Ÿ‘ŒETOBICOKE ONTARIO M9A 1C4๐Ÿ‘Œ โ˜Ž๏ธ( 647-893-5196)โ˜Ž๏ธCall or Text โ˜Ž๏ธ( 437-888-3759)โ˜Ž๏ธCall Only (ETOBICOKE) OPEN 10am to 9pm MONDAY to SUNDAY ๐Ÿ”ฅโœ…GRAND OPENING๐Ÿ’ฏNEW GIRLS EVERYDAY๐Ÿ”ฅEXCELLENT MASSAGE + SERVICE QUEENS NOW AVAILABLE AT JENNYโ€™S SPA FOR ALL YOUR MASSAGE AND SPECIAL EXTRA NEEDS๐Ÿ”ฅ๐Ÿ’ฏ๐Ÿ˜˜๐Ÿ”ฅโค๏ธ๐Ÿ‘Œ ๐Ÿ”ฅTWO BEAUTIFUL NEW YOUNG ASIAN GIRLS EVERYDAY๐Ÿ”ฅ ๐Ÿ’ฏREAL PICTURES OF ATTENDANTS๐Ÿ’ฏ ๐Ÿ”ฅTODAYโ€™s ROSTER INCLUDES: Rose๐ŸŒน - A sexy new addition to our line
  40. HollywoodSpa:
    Monday at ๐ŸŽญ๐—›๐—ข๐—Ÿ๐—Ÿ๐—ฌ๐—ช๐—ข๐—ข๐—— ๐—ฆ๐—ฃ๐—”๐ŸŽญ, 4578 Yonge St, Unit 100, North York, ON: MIMI, SISI & TRACY. โ˜Ž๐Ÿฐ๐Ÿญ๐Ÿฒ-๐Ÿฎ๐Ÿฎ๐Ÿฎ-๐Ÿฑ๐Ÿฑ๐Ÿฑ๐Ÿฐโ˜Ž When you visit ๐ŸŽญHollywood Spa๐ŸŽญ, you will be treated with tender care and your visit will be a fulfilling one. Nice Massage, Young Pretty Girls. We have Chinese, Japanese, Korean & other attendants. MIMI is a slim Chinese hottie with a great ass and liberal services. SISI is a sweet slim beauty
  41. ForeverWarden:
    Monday at ๐Ÿซฆโค๏ธ๐Ÿ”ดโ™พ๏ธ๐“•๐“ž๐“ก๐“”๐“ฅ๐“”๐“ก ๐“ข๐“Ÿ๐“โ™พ๏ธ๐ŸŸฅ๐Ÿ”ดโค๏ธ๐Ÿซฆ 2190 Warden Ave, Unit 201, Scarborough ๐Ÿฐ๐Ÿญ๐Ÿฒ-๐Ÿด๐Ÿฌ๐Ÿฌ-๐Ÿณ๐Ÿด๐Ÿด๐Ÿณ: Tiffany, Yumi & Cindy. Tiffany is a very slim, tall, young & beautiful lady. Donโ€™t miss out on this top tier honey. Yumi is a young half Chinese/half Korean very sexy & slim beauty, can do bbbj cim, excellent services... Cindy is a slim beauty, 5โ€™4โ€, natural C Cups
  42. Moneylee:
    All season wellness center :Young girl big boobs beautiful face deep massage Kelly ,New Young girl big boobs beautiful face deep massage Baby ,Young girl big breasted beautiful buttocks charming temperament big boobs Yoyo ,Young girl Big breasted saucy naughty Ella ,Enchanting sexy petite deep massage Sherry , address: #5-30 Rambler dr Brampton ,Ontario L6W 1E2โ˜Ž๏ธ4376655510 ๐Ÿ‘„๐Ÿ‘„๐Ÿฆต๐Ÿฆต๐Ÿˆต๏ธ๐Ÿˆต๏ธ๐Ÿ‘…๐Ÿ‘…
  43. Moneylee:
    Full season wellness center: New Young girl Big-breasted big Big boobs big butts Ivy, Young girl big breasted beautiful buttocks charming temperament big boobs Vita ,Young girl big boobs beautiful face deep massage May, Young beautiful face sexy body and good deep massage maggie,Enchanting sexy petite deep massage Mary. 2560 Shepard ave Mississauga unit 1 .โ˜Ž๏ธ4379857899 ๐Ÿ‘„๐Ÿ‘„๐Ÿฆต๐Ÿฆต๐Ÿˆต๏ธ๐Ÿˆต๏ธ๐Ÿ‘…๐Ÿ‘…
  44. HolidaySpa:
    Monday at ๐ŸŒด๐Ÿ˜Ž๐ŸŒ…๐“—๐“ธ๐“ต๐“ฒ๐“ญ๐“ช๐”‚ ๐“ข๐“น๐“ช๐ŸŒ…๐Ÿ˜Ž๐ŸŒด3517 Kennedy Rd, Unit 4, Scarborough โ˜Ž๏ธ๐Ÿฐ๐Ÿฏ๐Ÿณ-๐Ÿฎ๐Ÿฐ๐Ÿณ-๐Ÿญ๐Ÿญ๐Ÿต๐Ÿตโ˜Ž๏ธ: LUCY, YOYO & CINDY. LUCY is a beautiful and slim Asian lady with a happy disposition and great services. YOYO is a very beautiful slim Chinese lady, 165Cms & 116 Lbs with natural D Cups & a VERY sexy figure. She provides the best versatile PSE services. (Shhh, donโ€™t tell anyone: YOYO is a hidden GEM, & total SUPERSTAR!
  45. Annie Spa:
    ๐ŸŽ‰๐Ÿ’ANNIE SPA๐ŸŽ‰๐Ÿ’ โœ…7-1001 SANDHURST CIRCLEโœ… ๐Ÿ‘ŒSCARBOROUGH ON M1V 1Z6๐Ÿ‘Œ โ˜Ž๏ธ (647) 891-9688โ˜Ž๏ธ โ˜Ž๏ธ (416) 291-8879โ˜Ž๏ธ (FINCH & MCCOWAN) OPEN 9:30am to 9pm MONDAY to SUNDAY ๐Ÿ”ฅโœ…NEW MANAGEMENT๐Ÿ’ฏNEW GIRLS๐Ÿ”ฅ๐Ÿ”ฅ ๐Ÿ”ฅGORGEOUS NEW YOUNG ASIAN GIRLS - TODAYโ€™s ROSTER INCLUDES: ๐Ÿ”ฅ Feifei๐Ÿ˜˜Our new Taiwanese beauty Feifei specializes in creating an intimate and deeply relaxing massage experience tailored to your desires. Her soft, skilled hands glide effortlessly, easing tension and awakening your senses with
  46. HolidaySpa:
    Monday at ๐ŸŒด๐Ÿ˜Ž๐ŸŒ…๐“—๐“ธ๐“ต๐“ฒ๐“ญ๐“ช๐”‚ ๐“ข๐“น๐“ช๐ŸŒ…๐Ÿ˜Ž๐ŸŒด3517 Kennedy Rd, Unit 4, Scarborough โ˜Ž๏ธ๐Ÿฐ๐Ÿฏ๐Ÿณ-๐Ÿฎ๐Ÿฐ๐Ÿณ-๐Ÿญ๐Ÿญ๐Ÿต๐Ÿตโ˜Ž๏ธ:JENNIFER, LILY & CINDY. JENNIFER is slim and curvy, with long dark hair, land nice services. Lily is a young, extremely sexy Vietnamese beauty, very slender, standing 5โ€™4โ€ with perky C Cups, slim waist, amazing ass, & model walk. Lily is a real beauty who can make you very satisfied.
  47. AliceSpa:
    MONDAY at ๐—”๐—Ÿ๐—œ๐—–๐—˜ ๐—ฆ๐—ฃ๐—”, 4915 Steeles Ave. E, Scarborough ๐Ÿฐ๐Ÿญ๐Ÿฒ-๐Ÿฎ๐Ÿต๐Ÿด-๐Ÿฌ๐Ÿด๐Ÿต๐Ÿด. 3 Sexy Young Girls Today at Alice Spa. Open 10am to 9pm : BEBE (10am-9pm) : is a nice young Korean girl with a natural super busty DD Cup, petite small body, open minded bbby cim cof rim, always cooperative, excellent services. BELLA (10am-9pm) : is a young & pretty Taiwanese girl, busty D Cup, curvy body, deep bbbj
  48. JerryWangWw:
    Suko spa every day have 7 different masseuse working here please call 905-597-8880 ๐Ÿ’‹ ๐Ÿ’‹๐Ÿ’‹๐Ÿคฉ๐Ÿคฉ๐Ÿฅฐ๐Ÿฅฐ๐Ÿ’–๐Ÿ’–
  49. Eva Vivian - Elegant Asian Sweetheart:
    ๐Ÿ’ฏ๐Ÿ”ฅ๐Ÿ˜˜Iโ€™m Eva Vivian, your independent open minded slim sexy massage girl available working in Scarborough and North York. Available to provide you massage and extra services at Hawaii Health Spa in Scarborough and Greenway Spa in North York๐Ÿ’ฏ๐Ÿ”ฅ๐Ÿ˜˜ RED ROSE HEALTH SPA: โœ…Red Rose Health Spa @ 2 Invergordon Avenue in Scarboroughโœ… โ˜Ž๏ธ416-292-1268โ˜Ž๏ธ ๐Ÿ’ฏVivian available every Sunday and Monday from 10am to 9pm๐Ÿ’ฏ โ˜Ž๏ธCall Red Rose Health Spa 416-292-1268 to book appointment with Vivianโ˜Ž๏ธ ๐Ÿ’‹Every m
  50. SugarLoveSpa:
    Monday at โค๏ธ๐Ÿ’™ ๐Ÿ’œโŽ๐—ฆ๐—จ๐—š๐—”๐—ฅ ๐—Ÿ๐—ข๐—ฉ๐—˜ ๐—ฆ๐—ฃ๐—”โŽ ๐Ÿ’–๐Ÿ’—๐Ÿ’˜: ELLA, HELLEN & TIFFANY. 1270 Finch Ave W (at Keele St), Unit 18. North York, ON โ˜Ž ๐Ÿฐ๐Ÿฏ๐Ÿณ-๐Ÿฏ๐Ÿฒ๐Ÿฑ-๐Ÿฎ๐Ÿฒ๐Ÿด๐Ÿด โ˜Ž ELLA is a lovely Thai sweetheart, 5โ€™1โ€ with C Cups, smooth skin and a very pleasing attitude. HELLEN is a young & friendly lady with nice boobs and a slim body. She can do slide & daty & perform all kinds of services. LUCY is a cute young Viet
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