The first goal is not to defend the formula. It is to understand what the client experienced, help within the scope of your service and make the next visit more informed.
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Acknowledge the feedback, ask what she means by too dark and clarify where she is in the development/rinse timeline. Keep the tone curious and helpful rather than trying to prove the service was technically correct.
Useful context can include when she rinsed, what the color looked like after development, whether the concern is overall depth or one area, and photos if your normal client-care process supports them. Avoid diagnosing medical skin issues; refer those concerns to an appropriate professional.
‘Too dark’ is more useful when paired with the formula, rinse timing and what the client wants next time. Save a clear preference such as ‘one level lighter than last visit’ so the note becomes actionable.
Bring up the previous feedback before spraying. Confirm the new goal and explain the adjustment you plan to make. Remembering the concern without the client repeating it is part of rebuilding confidence.
Client feedback can sit beside the formula and visit history, so the next appointment starts with the concern already remembered instead of buried in an old text thread.
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