She knows she's lying.You know she's lying. I would not offer a refund., Just offer a credit note to rebook if she wishes.
Given the nature of you're business, if i was her I wouldn't be re-booking in a hurry!
That's exactly what I would do too. Quick email stating whilst it's not your normal practice, as a courtesy you will arrange a credit at your clinic for her which expires in 30 days. I doubt she'll ever take you up on it and she can't complain because you've given her the option.
I like this option
In my experience, rather than lose the money, people will take you up on the offer of a credit note. Which is not a problem with a reasonable human being. But from a personal viewpoint, if someone is a pain in the butt, and tries to get out of paying, they are just as likely to complain after the service/treatment on a total facticious complaint, and try to get a refund anyway.
A few years ago, a chap came into my shop with a sob story about a poorly friend of his who was so ill she could hardly move. She needed some furniture made to a special size, but was so poor she couldn't afford the brand leader, who specialised in it. I 'phoned 'round and found a middling manufacturer who was willing to do it as a personal favour to me.
The stuff got deliverered to a lady wearing strangley provocative clothes ( according to my drivers - who know a tart when they see one ), who proceeded to check every square inch of the covering fabric for flaws. Because of the special size, the fabric was slightly oversize, which the manufacturer, instead of trimming, had folded back and stapled. She snagged her finger on the staple, so the lads brought the goods back, the manufacturer put it right, and we delivered the now perfect goods back to the poor ill lass.
Long story short, she sued us for the cut she recieved and all the personal anguish we had put her through. ( it is possible she might have drawn blood on the staple, but the lads didn't see any sign of it when they left ). She expected a full refund of her money, but expected us to leave her the goods, because they were no use to us, seeing as how they were used goods and we couldn't sell them on. Yeah right. Financially she's right, but let her get away with that ? Bob Hope.
Then when the lads went to collect the goods, as arranged, she was too ill to answer the door.
So by falling for the sob story, and trying to do someone a favour, I
a) upset a good supplier of mine
b) lost the cost of the goods
c) spent 4 x delivery charges.
If this 'lady' is giving off bad vibes, sometimes it's best to get out from under, as quickly as possible.
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