Professional Beauty November/December 2018

CUSTOM SPA EXPERIENCES
DR NAOMI MCCALLUM, OWNER THE MANSE CLINIC
Negative impact:
“Unfortunately in the beauty business there will be patients who are extortionists
and liars who will attempt to harm or threaten to harm a business through social
media. It’s all in the game, and is one of the worst and most frustrating aspects of our
industry. It is becoming more well-known that a large proportion of negative reviews
are fake. The main thing clinics need to do is to encourage the happy 99% of their
patients to take the time to honestly review the business so it balances out these
negative and often untrue reports.”
Taking legal action:
“I know of multiple cases where businesses have won against the perpetrators of
defamatory social media comments. Negative reviewers should be very careful
with what they say. If they come up against a motivated business owner, it might
end up being an expensive comment for them. Legal advice from your professional
indemnity lawyers or from lawyers who specialise in social media and defamation
will be useful in some cases. If any online threats are made, police should be
notified immediately.”
Be aware of your rights:
“A business should create policies and protocols on how to address trolls and
negative reviews, and follow these steps each time it occurs. They should also make
themselves aware of the rules on the different platforms, and also the laws and
regulations surrounding online commenting. Businesses also need to get systems in
place to encourage their happy patients to leave reviews.”
DR KATHERINE MILLAR SHANNON, OWNER DUQUESSA SALON
Avoiding complications:
“As we deal with treatments that pierce the skin there are a number of small and
large complications that can occur including infections, swelling, bruising and allergic
reactions. Thoroughly consulting with clients prior to their treatment and explaining
possible side effects is mandatory but often glossed over. Side effects, while rare, do
occur and clients should be directed to contact their practitioner for advice with any
concerns after the treatment.”
Follow up procedures:
“Follow-up care such as ice packs, anti-infammatories, activity limitations and what
to do if the client has any concerns should be explained and ideally given to clients
in writing so they can refer back to these instructions when they get home. Many
clients are in mild shock after receiving multiple injections and will probably not
remember the bulk of what is said to them. Consider making your own “at home”
care sheets clients can take home with them.”
Practitioner responsibility:
“The responsibility of the practitioner does not end when the client leaves the
premises. Ideally, practitioners should follow up with clients the next day, then a
week later and one month following. A text or email to the client asking how they
are feeling and are they happy with their results and to contact you if they have any
swelling, redness etc. Ensuring you are the first line of communication with a client
ensures you can deal with any adverse reactions or feelings about their treatment.
People resort to bad reviews when they feel they have not been heard or do not
know how to ask for their problem to be rectified.”
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