am i wrong for refunding this client? -- need advice
need advice from other lash artists because i genuinely don’t know if i handled this wrong 😭 i’m also going to attach some screenshots of our messages for context.
i had a client who has been a repeated issue after appointments. almost every set, there ends up being complaints about fullness, spikes, retention, etc. i always try to adjust and explain things professionally, but it’s becoming emotionally draining.
this recent appointment was past the fill window so it was charged as a full set. i did the same style/map we usually do, but this time she had noticeably more baby lashes than before, so the set naturally looked a bit lighter because i can only lash what is healthy/safely grown out. she also does not want fans and prefers mostly spikes/wet look style.
later that night she messaged me upset saying the set didn’t look as full as previous sets and asked me to add more spikes/fullness. i explained that natural lash cycles can affect how full sets look from appointment to appointment and that i lash based on what her lashes can safely support. she felt like i was avoiding doing what she wanted and started comparing my work on other clients (or my "friends" idk what shes talking about) to hers.
the conversation escalated pretty badly and i ended up getting cussed out over text. i eventually decided to refund her and stop taking her as a client because it felt like a repeated pattern where i could never fully satisfy her expectations no matter how much i adjusted things.
i’m a really bad overthinker and i get super anxious so naturally when something goes wrong, i naturally feel like shit but now i'm also honestly concerned for my safety because earlier in the day during casual conversation she mentioned owning multiple firearms, and later that night things escalated heavily over text.
my question is:
would you guys have handled this differently?
how do you explain lash cycles/fullness differences to clients without sounding defensive?
at what point do you decide a client just isn’t a good fit anymore?
i’m honestly really stressed over this situation and would appreciate advice from other lash techs/business owners 🥲