Free template · Client communication · UK skin & aesthetic clinics
How to respond to an unhappy aesthetics client
A complaint reply that over-apologises or gets defensive often makes things worse, not better. Here's a structure that keeps you calm, professional, and within scope — plus a free template you can use today.
The reply that usually goes wrong
✕ Typical reply
✔ Leonoli reply
The first reply panics into promises it can't guarantee and reveals urgency. The second acknowledges the client, asks for specifics, and commits to a process — without admitting fault or promising an outcome before you know what actually happened.
Free template — DM & email
DM
Thank you for sharing this. I'd like to understand what happened so this can be reviewed. Please let me know the main concerns and we can agree on next steps.
Hi [Client], thank you for your message. I appreciate you outlining your concerns. Please outline the key issues, and we can agree on the most appropriate next step. Kind regards, [Your Name]
This template supports how messages are written. It does not replace clinical judgement or your professional responsibility for what you send.
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