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Medical Spa Business Forum > Unhappy clients who want their money back

How do you deal with difficult clients who are unhappy with your treatment and request their money back?

07.28 | Unregistered Commentersheree

Money back doesn't exist,because this is the risk they 're taking doing an aesthetic procedure.This should be in an inform consent form signed by the patient before the procedure.

I have returned money at times but the more I practice, the less I return their money. Education upfront is the key and choosing the right patients. So, it really depends what happened and some times it is best to return their money. If you do return their money for a procedure you may have them sign an agreement that they will not sue you and that it is not admission of wrong doing. Sometimes it is the best thing to do, but it should be rare that you return their money. This is how I do it. Interestingly enough, very few people request their money back now as opposed to when I started. I suggest to screen patients well.

08.4 | Unregistered CommenterSilas

We have a no money back policy in our clinic. It is a very important part of your initial consultation to have the proper assessment, to explain to your client all the different aspects of the anticipated procedure, effect, possible side effects and fully discuss client's expectation and be very clear about this. Let them sign a consent form

08.9 | Unregistered Commenteryehi

Everyone is absolutely correct. Setting the patient's expectations is a critical component with your procedures. While there is always a desired and assumed outcome, there are many factors that can cause adverse results even if the procedure was done properly. I would never give money back, but you would need to determine if you would like to keep that person as a customer or not. If they have been a longstanding customer I would assess the situation and then, depending on what the treatment was, offer alternatives or a touch up. If they are a first time customer and are causing a stir I may say consider parting ways.

08.13 | Unregistered CommenterMartha

Sometimes, no matter how long you spend explaining or trying to get expectations to match, sometimes you get an angry irrational complainant...

Sometimes I refund just to maintain goodwill... and hopefully prevent a negative review. This is the bigger picture- I don't thing you owe them a refund, but it can be the right thing to do.

11.13 | Registered CommenterTim Pearce

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