Dear Krissy,
My teenage daughter decided to have a professional straightening treatment done to her hair. She was told that it would make her hair straight enough that she would not need to use a flat iron on it. After the treatment she still has wave in her hair and we are unhappy with the results, especially because she paid several hundred dollars for the treatment. We have decided that we do not want it redone because we are worried that an additional treatment may further damage her hair. I was thinking about just requesting a refund. As a business owner in this line of work, what would you offer the client and what do you think is fair?

Wavy Hair, Fort Myers Beach

This is a touchy situation, as I do not know how they are marketing this straightening procedure. If they truly did say that your results would be straight hair without the use of a straightening iron and it is still wavy, then I would say you did not get what you paid for. The wonderful thing is by telling the salon that you are not happy with your treatment, it gives them the opportunity to correct the problem. I think they should understand your concern with over-processing your daughter’s hair, so the only other option is to refund your money. If you are a regular customer at this salon, they may even offer you a gift certificate for the dollar amount you spent to use in the future. As the saying goes (as does my personal belief), “The customer is always right!” While we are human and sometimes we all make mistakes, and sometimes the products we use for certain procedures do not work the same on every person, it is the way that we handle the problem that makes the difference! I believe that every customer should leave my spa and salon with a smile on their face and feeling extremely satisfied with their treatment, at whatever cost to the business. A happy customer is a returning customer, and that is what my business is built on!