Thursday, 30 July 2015 13:42

What tips do you have for managing a difficult client?

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“It is really important to listen to a difficult client. I find that most of the time it is just a communication issue. I always try to make the client feel heard and then move on finding a solution. Free samples never hurt either!”
Alisha Creek, owner of Around the Bend Spa and Salon

“It is usually best to just listen to the client as they sometimes just need to vent. When I am genuinely interested in helping to find a solution, they usually always calm down. The best way to do that is by asking questions about what can be done to fix the problem and then actually trying to follow through, if the request is in reason.”
Gloria Unzueta, aesthetician at Bai Bai Medi-clinic

“I have found that the best way to deal with a difficult client is to agree with them. Even if you think they are completely ridiculous, agree with them. With difficult clients, you will never be right. So it is best to just suck it up and agree!”
Joe Middlestone, aesthetician at Summer Touch Spa and Salon

“I try to make the client as happy as I can, but there will always be clients who remain unhappy no matter what. If a client goes so far as to insult my staff, I remind myself that ‘firing a client’ is necessary at times. I value my clients, but my staff and their feelings is equally important.”
Caroline Mastors, owner of Sage and Thyme Massage and Spa

“Make them your best friend. Take what the client says and act like you value their opinion, even if you do not. If you listen to them and take their advice, you will gain their trust. I have found that most of the time, the difficult client eventually becomes a loyal client who never complains.”
Henry Greensworth, owner of Potpourri Place Nail and Spa

“We have a policy in place that we always cater to the client. If they are unhappy with their service then we always apologize and recommend a different service for their follow-up that might be more to their liking. I always try to understand the problem from the client’s point of view. Sometimes difficult clients can be appeased by something as simple as being scheduled with another aesthetician.”
Brianna Tia, lead aesthetician at Wexford Place Spa

“I always attempt to accommodate the needs of the clients unless they start to get rude. As owner, I have a duty to look out for my employees. Most of the time, it is just a mix-up or a misunderstanding, so I typically offer a small discount on a retail purchase. If the situation starts to get uglier, I will kindly ask the client to leave.”
Emma Wentworth, owner of By the Sea Massage and Spa

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