eunice
Facial by Fiona was very soothing and relaxing. She was gentle and meticulous in explaining the steps throughout the procedure. Had to type a good review in front of the aesthetician (Fiona) but my experience with the branch manager today still rubs me the wrong way. I came in for facial today and immediately the branch manager had her finger up pointing at the two pimples on my forehead (not sure why she was shocked, my treatment package is supposed to target my pimples). Unsurprisingly, she immediately tried to hardsell me a chemical peel. I tried my best to be politeful in telling her no multiple times. My mother was there for her facial too, and she was also saying no to her, but the branch manager insisted. My breaking point was when she took out a calculator to continue hardselling. I told her that when I first came for treatment at this clinic, my face had 6 or more active pimples, and I trusted that the treatment they recommended for me (the treatment I signed in my package) would best suit my needs. Hence my shock that upon arriving at the clinic for my second time, I was already being recommended other procedures. Her vague excuse was that “the clinics have merged” and they now had “more machines and equipment” to do these supposedly better procedures. Another thing that stood out to me was that the branch manager said it was recommended that I top up my current package to disinfect the bacteria on my skin after my pimples are popped. I didn’t have the energy to call her out and question her on this (quite frankly, both me and my mother were ready to walk out of the clinic), but in my first treatment, the aesthetician popped my pimples and followed up with the procedure to disinfect with a machine, and she didn’t mention any extra charges/costs for this procedure, so why now? I understand that it is this branch manager’s job to sell packages and add-ons, but I strongly disagree with the way this was done today. It came off as incredibly rude and pushy, and when I finally lost my patience after at least 10 minutes of hardselling and rejected her offers firmly, she seemed surprised at my reaction and said “Oh then you should’ve just said no in the beginning!” (“那早就说嘛！”) as if I (and my mother) haven’t been persistently shaking our heads and saying no the entire time. After I was done with my treatment and sat outside waiting for my mother, the branch manager made personal comments about my mother’s appearance, saying that since she’s signed other treatment packages with other expensive clinics in the past, she “expected” my mother’s facial appearance to “be better”. I was honestly shocked at her lack of shame. She at least had enough self-awareness to tell me (my mother’s daughter) that “she didn’t dare to say such things in front of her (my mother), for fear of getting scolded by her”. I should have just told my mother on the spot as soon as we were both done with our facials, but I just didn’t have enough energy for more tension and confrontation. Please listen to your customers. Don’t push them to the point where they no longer want to support your establishment, and then act like you weren’t the ones pushing them to that point. I understand that selling is your job, but being a nice person at the very least goes a really, really long way. If your aestheticians can do it, so can you. Thanks.