Beauty Clients Gone Wild Part II: AITA Horror Stories

[00:00:00]

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Shanalie:  It's already crazy in salons and then stuff like that happens. You're like, it just comes to us. Yeah, it comes to us.

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Skya: The energy, it  attracts a very specific energy. 

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Shanalie: It does.

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Jozlyn: It keeps you on your toes, right? Like I can take anything on. 

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Jozlyn: We all know the beauty industry comes with some truly amazing and rewarding moments, but let's keep it real—there's also a lot of crazy and chaotic moments. Today, we're diving headfirst into some of the wildest, cringiest, most jaw-dropping industry horror stories. And to spice things up, we're gonna throw in some am I the asshole moments for those times where you have to actually stop and ask, am I the problem or is it y'all?

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So buckle up because we have an amazing episode and I'm excited to share that with you. 

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[00:01:06]

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Jozlyn: Hi everyone. Really, really excited about this episode. This is going to be focusing on a couple of things. We have a couple horror stories from the industry, and then we're also talking about am I the asshole, which I'm really excited about.

So we're gonna jump right in. I'm sure a ton of you have stories. I mean, we're in the beauty industry, so of course we have those rewarding, you know, stories, but we also have those truly chaotic ones, and we're gonna share a couple. So this first one is, Am I the Asshole, saying this person refuses to pay more for a salon service than initially quoted.

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So I'm gonna read it, and you guys let me know what you think. This is coming from the customer, right? So I live in LA, and decided to treat myself for a 500 full head highlights with a very well known colorist, very pricey, but hey, when in Rome. She said I booked the online service and I was quoted three hours for $500.

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When I show up, they tell me they might not have the supplies but are awaiting a delivery. So, first red flag. Then she says she waits 30 minutes later and she's already annoyed, and then they go ahead with their scheduled appointment. She tells the colorist that she wants to go blonde, as blonde as possible. She said, of course we can't go platinum today, but we'll get you as close as possible. Then the foils and the treatment and you know, the gloss blowout, all of that goes on. The service took a full five hours. The results were beautiful. She said, I paid the quoted 500, even tip 20% in cash. She left feeling happy, and then 20 minutes later she gets a voicemail from the salon saying they undercharged her for the service.

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And it was actually a thousand dollars as opposed to the $500. She said, I freezed my card right away. They start texting and calling, saying the colorist forgot to tell the front desk. No one mentioned the price change. Not once during the five hours that she was there. She says, now I'm torn. I was going to sleep on it and maybe just pay it, but now I don't know how I should handle it.

And she was like, I'm just over it. So she's wondering, is she the asshole or is the stylist and the salon the asshole in this situation? What do you guys think? 

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Shanalie: Definitely the stylists in the salon are assholes. Yeah, because they should have given her her pricing before they started working on her. Like even if she was quoted something before. If it's going to change, even if it doesn't change, right? Before I am touching you, like consulting with you, I'm going through everything. We're gonna do up an idea of how long it's gonna take. If I thought you had less hair and now you have like three times the amount of hair, I see that in front of me now.

I should be able to quickly quote, put that together and let you know, Hey, actually this is what's gonna run you. Are you comfortable with that? Are you cool with that? Okay, let's get started. So, yeah, and I feel bad because I've, you know, been at the desk when something just like this happens, and let's say the client goes ghost now, like the front desk and the manager like get into a battle with the stylist or the colorist over something like this, because then they wanna blame the desk for like, letting the client go or, and like, not figuring it out, it's chaos when actually, you know, they should have just mentioned this right up front so everyone knew what was going on. 

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Jozlyn: So it is the stylist that should have updated on the actual pricing you're saying? Or is it the front desk that you think should have caught it? 

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Shanalie: Uh, no. I think the stylist should have mentioned it to the client directly. Like right away before even starting, and then notifying the front desk, front desk and things like that, because then she's given the option. Of saying no. Okay. I can't actually afford that. Like maybe she's saved up this 500 and she's been looking forward to it, and this is, she's putting everything in this right. Maybe it's nothing for her to spend a thousand dollars, but either way it's up to her. It's her decision. You know what I'm saying? Yeah. What do you think, Daniel? I feel like you've seen this too. 

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Daniel: Oh yeah, I would agree. Like if anything is changing in the service, like you need to tell the client there.

It sounds like maybe like she came in and said she wanted as blonde as possible, and so the colorist is like, okay, this is going to take X, Y, Z much more product. Mm-hmm. But yeah, you need to tell the client, like, actually, this service is going to require this much product this much more time, so it's gonna cost more than you originally booked for. And yeah, they can make that. 

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Skya: I feel like even if it's a returning client that gets the same service like. It's very common practice to, even if it's what you'd normally get, prices haven't changed or they've only increased a little bit. All service providers are pretty used to like walking through being like, okay, this is what we're looking at today. This is what your total will be. Yeah, and like making sure that they don't run into this and then potentially like the stylist is losing out on $500 of revenue. 

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Shanalie: Definitely. You make a great point about like even if they've seen them before, like go through the same process with every single client. You just never know. 

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Jozlyn: Yeah, yeah. I agree with both of you or all three of you, because I would not be paying an extra 500. They would never see me again. I would be blocking them on everything because Yeah, you can't just double the price and not tell me before like Yeah, you've lost your client, so yeah.

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Skya: And if that was my providers, like if the stylist forgot to tell the front desk, I would probably want the stylist to be the one to reach out. Not like putting it on the front desk of like, you guys didn't charge her correctly, like they didn't know. So, what can they do? Like that puts them in an uncomfortable position. When I manage providers, I'd be like, Hey, if you forgot to update their appointment, like you gotta reach out and let 'em know like, Hey, I forgot to add this on there. 

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Jozlyn: or take the loss. 

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Skya: Or take the loss. 

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Daniel: Yeah, take the loss. Yeah. Because even if they told the front desk and she goes up to the front desk and now it's a thousand. You're still gonna be upset. 

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Shanalie: Yeah. If you didn't have that conversation before starting the service, it's all a loss. You gotta like, you gotta let it go. 

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Jozlyn: Yeah, I agree. You gotta comp that extra 500. 

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Shanalie: I know. It's painful. We gotta do it right. 

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[00:06:54]

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Jozlyn: Yeah, you gotta do it. 

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So this next one is, we're calling it Salon Karen. Because there is a video that we are going to link to this episode for you to watch. We wanna make sure you look at it. Within this video, there is a client that is receiving hair foils from an assistant, and the stylist is there as well, and she's essentially telling the assistant that she doesn't want her touching her hair.

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She wants only the stylist touching her hair. So at one point when the stylist comes back in, she gets angry, they're going back and forth and you know, with this conversation, and she kind of jumps at her like jump scares her, trying to act like she's gonna hit her. And at this point the stylist basically says, you know what? You gotta go. At first, she's like, I'm gonna have to reschedule you because you're outta your mind. And then at that point, when she jump scares her, she's like, okay, you gotta go. So when she told her to go, she literally was like, I'm not even taking the foils outta your head at this point. Like, you gotta walk out like this.

My question to you all is, would you take the foils out, wash her hair, and then fire her as a client, or just kick her out and have her hair fall out basically? 

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Skya: She can look like a fool is she’s gonna act a fool 

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Shanalie: You are allowed to have a problem with all those things. You're allowed to be like, oh no, I just want you touching.

At the end of the day, we're touching people, right? So if, if you don't want someone touching you, that's fine. If that's how someone works, then maybe that's not like the colorist or stylist for you. However, when you are communicating something you don't want and you decide to like, shoulder check someone?! Like, no, you're immediately out like, 'cause it's actually a liability to continue working with that person.Right, because let's say you decide to be nice and you take the foils out, you take 'em to the back. What if you decide to just hit you with the right hook or like hit the assistant? Then what? 

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Jozlyn: Right. 

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Shanalie: So no, get out, 

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Jozlyn: No fighting. Yeah. In the salon. 

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Skya: I also think like if you're seeing a stylist, you should have respect for anyone that they have in their space. Like that's a human being. That's someone that obviously is important to the stylist and that the stylist has like working with them. So if you're gonna be disrespectful and say things like, I don't want her touching me. I think she was like refusing to refer to her directly, like she'd only speak. About her, but not talk to the assistant. So it's like if I was a stylist, I wouldn't let anybody disrespect my assistant like that. 'cause that's like your team.

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Jozlyn: Not treating her like a human, literally. 

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Shanalie: Yeah. That's just like weird behavior, just like that. You don't want a client like that. Also, weren't they in like kind of a sweet setting too? Mm-hmm. Mm-hmm. Like, so that's what's like, okay, then it's just like the three of them in this little space, like no one else. To like back them up. It's scary. 

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Daniel: I agree with everything that's being said to Skya's point, like I remember seeing that all the time where like the client is like, shows so much disrespect to the assistant. Like, as soon as the stylist or colorist is out of earshot and it's like, what? What is going on? What makes you think that you can treat somebody this way? That's like the most memorable client that I had to fire was because they were talking about the assistant to the colorist. Yeah, and the colorist is like, what are, what do you mean? 

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Jozlyn: Like, I trust her. Like, what are you talking about? 

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Daniel: Yeah. She works for me. She works here. Like chill. Crazy. It's insane. That is an insane video. 

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Jozlyn: Yeah. I personally think that the stylist was very calm. I don't know if I would've been able to keep my composure if someone jumped at me like that. I mean, I would hope so, but I mean, in the moment I have no idea because if somebody's trying to hit me, I'm blocking it in some kind of way. 

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Daniel: Also, thank god she was filming right?

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Jozlyn: Yeah. I was just thinking about that. Like she had a, yeah, she had a camera in her, uh, in her suite. 

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Skya: Well, and like Shanalie said, there are situations where you are alone with clients. Like there's late nights at the salon. There's, you know, if we're looking at other verticals like med spa, you're in a room with a client with the door shut. Like, if a client makes you feel uncomfortable in any way or not safe, there's no amount of money that's worth it, like immediately it has to be taken care of. It can't be like a, oh, they spend a lot of money, or, you know, we might lose this revenue from not having this service done today. Like it's not worth it, 

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Jozlyn: Which is crazy. I've been there where it's like they're one of our top spenders. Let's give it one more try. I'm like, really? All right, we'll give him another try. But internally, I'm like, are you serious?  

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Shanalie: There's so many tough moments in, in self-care businesses like, but this is like, like she did this to herself. You know, like you'll have bad days. Like even the nicest client will have like a moment, you know, like it happens. But this is like, this is true. She's deranged. 

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Jozlyn: Yeah. Like something's wrong. Something's wrong. Yeah. I wonder if she still has all her hair still. 

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Shanalie: Yeah, who knows. 

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Jozlyn: All righty. So this next segment is going to again focus on some of our client horror stories, but these are actually from our listeners from the last kind of the day podcast. So if you have any horror stories, definitely send it over to us because we would love to hear more of this. This is probably our favorite episode, I feel like for the entire. Or maybe mine. I shouldn't speak for everybody. 

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Shanalie: Mine too. I love the tea. Love the gossip. 

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[00:011:49]

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Jozlyn: Yes. So this first one, uh, this stylist said I had a bridesmaid, or she was a makeup artist. She said I had a bridesmaid who threw up halfway through during her makeup and then sat back down in the chair right after. Like it was completely fine. Have you all experienced that also?

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Skya:  I'm not gonna lie when I was in high school… 

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Shanalie: You were the bridesmaid?! 

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Daniel: That was you (all laughing) 

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Skya: That was me! Oh my gosh. Uh, no. When I first started working, I did makeup at a department store and I worked with a cosmetologist who did wedding makeup on the side, and I would assist her. And weddings you'll see so much craziness. Like families are stressed, people are drunk, people are hungover from the night before. So. I don't think that's surprising. I feel like that's probably pretty common, but I don't know. I feel like that's, I wouldn't be like, I'm stopping your makeup and not doing it. I would just say, don't get throw up on me. 

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Jozlyn: It's also like, yeah, yeah. Clean yourself up, come back, it should be okay. 

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Shanalie: I think the context of it was that she threw up and then just continued to go on. I don't think she like, excused herself to go, oh, she in the chair on the side. Yeah. That's what it sounds like. Like she threw up in front of this makeup artist. You know, so that's a little intense. Yeah. Do it. Yeah. You gotta do it yourself. There's also, you know, I know like even with weddings, right? Like, like we forget this, but at the end of the day we do answer to like state boards and there is health and cleanliness that we gotta like think about have So imagine like, because you know, 'cause you've seen like the wedding space, like you have like 10, 12 people that you're doing in one room. Everyone's like doing the picture and doing all this stuff, the video and, and getting ready together. And so I imagine that's like feeling crazy, like in a small space like that. And she's like, okay, well, like I'll just clean my brushes really. Good. Like I'll give you the lip gloss, you know? Like, hello do you want a toothbrush? Or I mean a toothbrush? 

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Jozlyn: You want some mouthwash or toothbrush? 

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Shanalie: A toothbrush yeah, But do you know what I mean? Like Huh? Little mouthwash. 

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Skya: Yeah, yeah. I'm thinking like you get up, excuse yourself, go to the restroom. Yeah. Low key. Yeah. You gotta be low key about it. You can't. You can't just do that in the room.

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Jozlyn: You can't just reach over and then come back. Yeah. 

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Skya: I think also just throwing up during a service in general is like, you gotta control that. 'cause if I see someone throw up, I'm throwing up. 

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Shanalie: Yeah. I'm very much like that too. 

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So like if you're gonna throw up, let me know so I can leave the room. Yeah. Like in med spa treatments, we have people, there's a lot of times that people pass out, they get nauseous, they feel like they're gonna throw up. Some people will just like dry heave in front of you and like won't let you know. And then you're like, oh no, what do I do?  

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Jozlyn: Like a puppy? 

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Shanalie: Oh my God, this reminds me of the time when I was in like a Christmas pageant. I must have been like five. And I was like an angel in the Christmas pageant. I was all proud. 'cause my angel costume was different from the other angels. And then I threw up and I was like, this show must go on.

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Jozlyn: You say like, I have to persevere. 

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Shanalie: I was like trying to go on like on the stage and they were like, get that child off the stage. 

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Jozlyn: A true diva 

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Shanalie: Yeah. And I got like removed and I remember my mom carrying me back to the car and I was like, I'm so sorry. I let down my family. (all laughing)

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Jozlyn: All my fans. 

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Skya: This brings up like a random point, but like people not leaving work when they're sick.

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Shanalie: Oh God. 

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Jozlyn: Oh goodness. 

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Skya: Dude, just leave. Just if you're gonna be. If I have to hear you gag in the bathroom all day. Mm-nhmm. Just go home. 

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Shanalie: I thought we stopped doing that after COVID. I thought that's like…

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Skya: Yeah, but like prior, I feel like people would just try and roll through the whole sickness at work.Especially for like stylists. 'cause they're like, well if I don't see my clients, yeah. I'm not gonna make any money. 

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Shanalie: Yeah. Well it's still treated like a luxury in our country, you know, to take time off when you're sick. 

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Jozlyn: Yeah. 

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Shanalie: Like unwell. 

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Skya: Yeah. And like not every state has PTO or sick leave. Like sometimes that's it. Random point, but yeah, I just always think about that.  Take time off. Take 

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Jozlyn: Take time off guys, is what we're saying. Take care of yourself. 

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Daniel: Yes. Don't get other people sick, and don't 

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Jozlyn: Don’t get the whole team sick 

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Shanalie: and use a toothbrush 

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Daniel: After you throw up. 

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Shanalie: After you throw up. (all laughing)

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[00:16:26]

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Jozlyn: All right, so this one's a little bit interesting because it is about hygiene. Very important, of course. This one, it was someone giving a Brazilian wax, and while they were waxing on the wax strip, when it came off with the hair, there was also a piece of onion on the strip, like on the actual strip with the hair.

What do you guys think about that? 

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Shanalie: She put the onion on the wrong taco. 

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Skya: Where does it come from? 

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Jozlyn: It was definitely from some type of food that she was eating that made it down further than her mouth. 

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Skya: You don't think it was like a homeopathic treatment? 

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Daniel: Oh, good point. 

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Shanalie: Why would you? 

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Daniel: Onions can do a lot. People put 'em on their 

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Shanalie: Garlic, I've heard garlic too. People put garlic in, you know, places. 

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Skya: Keep vampires away from there. 

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Shanalie: Well, we won't say where, but different places. Private places and it's supposed to have medicinal purposes. Like I've also seen onions in socks. 

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Jozlyn: Yes, I have seen that, but I've never seen an onion in a coochie. 

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Daniel: Do your research people. 

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Jozlyn: Don't just throw vegetables down there 'cause you think it's okay. Like do some research, please. 

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Shanalie: Yes. Also, don't take our advice on, we dunno what we're talking about. Right. Look those things up. Yeah. 

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Jozlyn: Go to a doctor or a homeopathic. Yes. Specialist. 

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Shanalie: Okay. But no, that reminds me of the TikTok that we were all talking about, about the aesthetician that was eating her lunch in her car and giving tips on things like hygiene because of all the crazy things 

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Skya: like how to wipe your booty. 

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Shanalie: Yeah. Yeah. Like she said, she's wax women and she's, because people don't wipe correctly, like they, there's been like fecal matter in their waxing areas and, and stuff like that.

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Jozlyn: Right. So, yeah. We'll link that video also for you so you could take a look at it. But yeah, she, um, she gives a very detailed understanding of what happens if you wipe wrong. 

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Shanalie: Yeah, yeah, yeah. And then it pops up in service. And then service providers need to then figure out how they manage those conversations. Like I think that's just like an added layer of stress for, you know, estheticians especially where like you, you know, that's just like. That's a personal business. Like I don't wanna have those conversations. 

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Daniel: You also like, I mean I kind of see it from like a medical perspective, but like when you do have a client in your chair and you notice something that could be like a serious problem health wise, like you kind of have a responsibility to let them know like, hey, what, and it could be a very wide scope of things, but there's definitely situations where service providers have to like have that uncomfortable conversation of like, Hey, you should really like think about getting this checked out or looked at.

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Jozlyn: Mm-hmm. Have a friend that's uh, a nail tech, and she would tell me horror stories of how she notices. A lot of people will maybe only wash the top of their feet. They don't wash in between or the bottom. And she also said that once when cleaning nails, a little wiggly thing came outta one of 'em. And I was like, I would never touch a foot after that. I am not strong enough for that. it's like one-on-one basics. Like gotta Yeah. 

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Shanalie: That's a tough place of like what our industry has to do, right. 

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Jozlyn: You know, and how to have the conversations. After, like, let me help you help yourself. 

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Shanalie: Yeah. I mean, it's funny because like service providers are sometimes like, the first time that somebody hears something is like, oh, that something is weird. Or like, something's off, or you gotta go have something looked at like, just like to your point, Skya, like you might wax someone, you might notice a really scary mole. It's like, Hey, have you had that like, looked at? Right. Which I think is way chiller than what we're talking about. Right?

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Skya: No but totally. It happens all the time. Or even like there's, I mean, I've heard of stylists, like helping someone who maybe thinks that they just have dandruff, but it's really like plaque psoriasis on their scalp. Mm-hmm. And they can't see that. They don't know. And so having a stylist that's like, Hey, this looks a little bit more serious than, you know, just your day-to-day dandruff. Like I would go see a derm for this. We kind of all have to do that when we're in those roles. 

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Shanalie: Comes with the territory. Totally. Exactly. I can't do that, that’s why I’m a manager.

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Jozlyn: Right. It's not for me. 

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Daniel: Yeah. So how, how do you tell somebody that they have worms in their feet? 

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Jozlyn: I mean, you show them. I would literally hold it up to their face and be like, this is what do, 

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Skya: Do you wanna take it home?

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Daniel: Oh my God, yeah. 

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Jozlyn: Do you wanna, you wanna name it? 

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[00:20:44]

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Jozlyn: Okay, this next one. This one's intense. Uh, from one of our, uh, listeners that messaged that there was a freezer in like their dispensary, like back office area, and someone found a dead squirrel in the freezer, and as I continue reading this, it's actually really funny. They found out that one of the stylists was actually learning to be a taxidermist and stashed the dead squirrel in the freezer to use for later. So yeah, someone found that when cleaning out the freezer.

How would you approach that as a manager? 

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Skya: Be like, Hey, you guys can't keep your squirrels in the freezer. You gotta do that on your own time. 

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Jozlyn: Would you question the staff member, like, what's going on with you? 

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Skya: I mean, I'm not gonna lie. When I was young and I worked in an unnamed department store, we had a lizard that we found that was literally vacuum sealed dry. So he was flat, but it was kind of a novelty. Why'd that happen? Because when clothes get shipped. Over. 

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Shanalie: Oh, it was  like in the packages. Yeah. That's nasty. 

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Daniel: And I got a little emotional connection to him, so I kept him in my little area in the back and someone threw him away after like six months and it was sad.

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Shanalie: This whole episode's getting cut. (all laughing) 

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So what was his name,  Skya? Because I know you named it. Let's hear it.

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Skya: I called him my flat lizard. My flat lizard. It's like, who threw away my flat lizard? 

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Shanalie: And and your teammates knew clearly that you were keeping the flat lizard?

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Skya: Yeah, I kept him in my closet that I kept my stuff in.

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Shanalie: That's like, on the wall. Kept you going? Is your motivation to get through the day? 

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Jozlyn:She's the one that did taxidermy for sure. 

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Skya: Yeah, but that's like not in a fridge where food goes, right. 

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Jozlyn: Where your lunch is. Right. So what would you do as a, like, how is that conversation going as a manager?

I'm just curious. 

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Daniel: I mean, honestly, I feel like how do you not, how do you not fire this person? 

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Jozlyn: At least a writeup? I'm just curious. Was it in a bag or was it just sitting in like a clear Ziploc? I have no idea. 

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Daniel: Yeah, that's a good question because that was my vision. 

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Skya:Or raw, like no bag just touching everything.

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Daniel: Just rigor mortis on top of the ice cubes. 

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Jozlyn: Yeah, I would probably have to. I would've dreamed about it. 

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[00:23:06]

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Jozlyn: So, this next part of this episode is telling our horror stories, which I'm sure we all have enough that we can probably write a full book about it. It's actually a good idea. I'm thinking about doing it. But for this book, let's start with Daniel. I wanna hear one of your horror stories. 

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Daniel: This one is good. So I was working at a salon in a hotel. And Prince was staying there and he wanted to get his hair done. He had his own stylist, but he just needed a place to get it done. So they rented out the salon for a couple hours. So first when he got there, I had to get everyone else out. And then as I'm preparing to leave and lock the door behind me. The door handle breaks off. So now I am stuck in the salon with Prince, who does not want anybody else there to see him. So I go and sit in the closet while I wait for maintenance to come and unlock the door.

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Jozlyn: You had a phone with you so you could, (yeah) okay, good. 

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Daniel: Frantically like freaking out that I'm in a closet on the other side from Prince, but. Then the next day we get back to the salon and one of the chairs is missing. One of the stylist chairs is missing. 

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Jozlyn: Prince, stole the chair? 

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Daniel: That's what everyone thought at first.

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Shanalie: Impossible. Like he wouldn't, he wouldn't steal. He would never, why? 

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Daniel: So then they check the footage and they see that another stylist has taken out the chair after he left, took out the chair that he was sitting in and put it in their car. I imagine to sell it online.

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Jozlyn: I get it. I get that. That actually makes a lot of sense.

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Shanalie: I wonder how much you were trying to sell if online

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Skya: Also, like those shoes are very heavy. 

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Shanalie: They're so heavy, and super expensive.  

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Skya: It's like a long process to move that by yourself. 

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Shanalie: Yeah, you can roll it kind of like, because she was committed.

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Jozlyn: She was committed. So what happened to that person? 

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Shanalie: Fired, obviously. 

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Daniel: Yeah. 

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Jozlyn: Was it worth it? I wanna know. Was it worth it? 

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Daniel: No, probably not because they got caught. They didn't get to sell it. 

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Jozlyn: I know, but do you think they, did you ever get the chair back? 

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Daniel: Yeah.

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Jozlyn: That's unfortunate. All right. Next one. Shanalie. 

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Shanalie: We used to have, at one of the salons, like I worked at, we worked at, we used to have like a back area, we call it the gazebo  'cause it was kind of a little sheltered area that had chairs. People go out there to do some of the longer services like keratin, stuff like that. Anything that people are sensitive around and, it was just outside of the salon, right? One time we came to work and there was a bunch of dildos and underwear in the gazebo, and so basically like somebody had a ******  in the gazebo, and we were floored. We were like, and the worst part was, it's like, well, first of all, like why did they leave their dildos? You know, it's like, take those with you. Right?!

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Daniel: They’re not disposable. 

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Shanalie: They're not disposable. Right. So we had to clean those up, get rid of those, and like, there was like an ID left behind, like they had a good old time and they were probably so pleased to find our gazebo. It was, you know, felt a little like a shed situation. So, yeah, that's always great when you have to gather up a group of assistants and you're like, Hey, like listen, so put some gloves on and meet me in the back. And then you take them there. And they see what they see and then that's like the talk of the rest of the year basically, you know. 

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Jozlyn: It was just a regular, like white tent outside, like a was like 10 by 10.

Like a wooden, like 

Shanalie: No, it was wooden, like a tiny gazebo. Yeah. It was like a good little space, like you could hang back there. Like if someone wasn't doing a client, so, so yeah, no, they definitely took advantage of our little keratin booth back there. But yeah, it's just that you don't like, it's already crazy in salons and then stuff like that happens. You're like, it just comes to us. Yeah, it comes to us.  

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Skya: The energy, it attracts a very specific energy. 

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Shanalie: It does, 

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Jozlyn: Keeps it also very interesting like, what else is next? It keeps you on your toes, right? It's like I can take anything on because of the crazy I have to deal with on a day to day. 

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[00:26:58]

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Jozlyn: Uh, so I have one which isn't too crazy. It's not as crazy as the one you just told Shanalie. That one's a little wild. Yeah, mine is, I was actually at the resort that I worked at. We had a pool in our spa. That everyone, of course, wanted to visit because it was just right on the edge of the water. So you are literally looking out at Catalina Island, and I remember it was a very, very busy day, a summer like Saturday, and our pool was full. And during that time you have to have specific rules of like who can come in, how much they're paying. You know, prices might go up during the weekend because you know, people wanna be there. It's beautiful outside. So yeah, I remember there was this lady that had a service, so she automatically gets access to the pool and the facilities for the day.

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But her friend, just some random person off the street that she knows, uh, wanted to come and sit with her at the pool. Of course, usually we're gonna accommodate, we're gonna make it happen. We might charge her for it, but yeah, we would want you to come. But at this time, there was literally no seat. So I'm like, where would you even sit? She got so upset with me. I remember this being almost two hours of a conversation of her yelling. 

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Shanalie: The lady or the friend? 

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Jozlyn: The lady with the service. The yes with the service was yelling that I did not let her friend into the pool. At one point, I remember her friend just laying out, 'cause there was a cafe right next to the pool. Her friend just laid out in the middle of the walkway, as a protest to us. I swear like, if you don't let me in here, I'm just gonna lay across this walkway path. She put a towel on everything. I was like, this is way too much. And then, yeah, basically towards the end it was still a no, like it was a bigger, no, towards the end 'cause she was just acting a fool. But I just remember, I would say like a week later, I was served with papers saying that I was sued because I didn't let her friend come out by the pool. I wasn't sued though, so don't worry. 

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Skya: They won. 

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Jozlyn: Yeah. I was protected. 

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Shanalie: So, but what, what law did you break? 

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Jozlyn: I did not break a law at all. 

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Daniel: But what did it, it say, what did you do?

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Jozlyn: It literally said that I was being sued for making her experience bad, that's why I say experience is everything, guys. But yeah, it's true. It's true. But, but I 

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Skya: It's true. But, I think it's kind of wild to even, like, I would never even ask to have a friend who's not receiving a service.

And, and to like, it's a very high end place. It's not like your neighborhood pool and you have rules, you have specific standards. 

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Jozlyn: If we could, we would let anybody in. Right. Any private pool you have. Exactly. But it was, uh, just this specific one that didn't understand our rules and wanted to just, you know, blow everything up. So, great experiences again, as managers, 

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Shanalie: I know we have to deal with everything. Even lawsuits. 

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Jozlyn: Even lawsuits. Yeah. 

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Shanalie: I once had someone write a really mean Yelp review about me, and they're like, she thinks she's a celebrity. And I was like, do I? I'm answering phones 

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Shanalie: like you're like, thank you, but thanks.

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Shanalie: It was so good. We like printed it out and put it out for a little bit. 

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Jozlyn: Did you frame it?

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Yeah. And then somehow some of the wonderful sales managers, like we like, pass it around like here at Boulevard and we laughed about it. 

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Jozlyn: Yeah. It's a good one still. Yeah. It's always good to laugh at the craziness versus cry because Yeah, sometimes I'll be so frustrated, I'll be like, oh my goodness. But yeah, it's good that we can laugh about it now for sure. 

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Shanalie: Yeah, that one came from like this person like wanting like, I guess like a refund on their hair. But like, nothing was wrong with it at all. And she couldn't even really communicate what the issue was with it, but it looked exactly like the picture.

You know? So we were like, okay, but I don't know you like, so you just 

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Skya: So you just don't wanna pay, baby, what’s up?

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Shanalie: But it was already done. She paid and I think then she went home and had buyer's remorse. Like, yeah, like I know like one thing we all have in common, even with the different verticals, we worked at businesses that really had high average tickets. So, you know, sometimes folks go home and they sit with it and they're like, oh, I can't believe I did that. Like let me try and like one over. 

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Jozlyn: Like in the red when they take a look at their bank account, like…

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Shanalie: Oh yeah. 'cause when you get in those like gray spaces, like in services, like people try it. Like even if they're happy, they'll still try it.

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Jozlyn: Skya, You have one for us. 

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[00:31:05]

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Skya: I have one. This was like way back in the day when I was young. Like, first working in Med Spa and it actually wasn't a client, it was a, we had rented out some of the extra rooms we had to other providers, like completely massage therapists, counselors, and I worked to the front desk for the med spa. So we generally had very minimal interaction with the renters clients. Like, they would come, greet them, they had their own thing. 

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And very early on. You guys know I don't like saying no to a lot of people. I don't like conflict. One of the renters thought that it would be easy if I just started doing all of her client paperwork. And like making calls for her, and she made it sound like my bosses had approved it. So she'd be like, Hey, so and so needs to fill this out. I'll do it, fine, I'll do it. Then one day she comes in with a hoverboard. Like a hoverboard.

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Shanalie: The renter comes in with the hoverboard?  

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Skya: Yeah. And she goes, Hey, I'm trying to sell this on Facebook marketplace. A couple people are gonna come in and try this. Absolutely not. Can you bring me the cash when someone decides to buy it or just let me know? So I'm like literally 16 years old and like 20-year-old guys are coming in, like I'm here to see the hoverboard and like trying it out in the waiting room.

And I'm like, okay, I have to put a stop to this immediately. No, literally like, I was like, we're gonna get sued 'cause someone's gonna fall and hit their head on the hoverboard and it's gonna be my fault. Yeah. And my life will be over. So I had to be like, I remember I had to put on my big girl pants and walk the hoverboard into the room and be like, I'm not doing this for you.

But it was like a huge point of conflict, like a huge, huge point of conflict that I wouldn't sell her hoverboard for her. 

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Shanalie: The audacity, absolutely not. 

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Daniel: There's no way 

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Shanalie: You were being used. 

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Jozlyn: exploited Yes. Exploited.. That's terrible. 

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Skya: After that, we had a little bit of beef and she would steal the ranch out of like, the fridge that I bought for like my pizzas and salads, and she would do it on purpose. And we had these like, she would eat the food that I brought for myself and then walk by with it and I'd be like, that's my lunch. And she'd be like, I know. 

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Shanalie: Whoa. That's like straight up bullying. We're getting bullied by this hoverboard lady 

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Jozlyn: And she stole your ranch. That's just… 

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Skya:  Now that I'm thinking about it, she also would never pronounce my name right. 

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Shanalie: How would she say it? 

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Skya: She'd be like, Skyler, Skyla. 

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Jozlyn: There's no L. That’s just rude. 

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Shanalie: Yeah, there's no L in your name at all.

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Skya: Just like a, ‘hey, you're not important enough to know your name, but sell my hoverboard.’

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[00:34:48]

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Skya: Well, this has been a roller coaster. It is so much fun to hear people's horror stories and I feel like it just brings that aspect of community together of we all go through it. We're all in the trenches together. We love hearing these stories. So if you guys have any want to send any to us, hit us up on social at @lastclientpod.

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