Monday, 27 November 2017 18:29

What’s your recipe for dealing with pushy clients?

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by Mara Shorr, B.S., CAC II-XII and Jay A. Shorr, B.A., MBM-C, CAC I-XII


In the age of social media, it is easy for everyone to think they are an expert. From DIY posts with beauty influencers to promotional videos filling Instagram story feeds, there is no shortage of at-home beauty advice available to clients.

Unfortunately, this means that clients may be pushing skin care professionals to perform treatments on them that are not recommended. Looking for a way to tell clients that those years of experience should be trusted?

Client: “I have horrible, active acne. I want to buy every anti-acne product on the market and I want a harsh facial to get rid of it… by the time I walk out of your treatment room.”

Getting rid of acne is a process; first, treating the current active sites; then keeping the acne from coming back; and then, working on scars. Explaining this multi-step process to a client is a must. Unfortunately, this might mean not treating a client who refuses to follow the treatment protocol or regimen, who only uses drugstore bar soap made for their armpits, and who picks their skin while eating fries. In the end, they are going to be even more frustrated than when they came, as they will still have the acne… and have made a hefty investment.

Client: “I want to look exactly like my favorite Kardashian, even though my ethnic heritage means I’m pale, blonde, and blue-eyed.”

Today, it is not uncommon for a client to state that she wants to look like a Kardashian. Take the time to explain that no one will look exactly like a Kardashian, but find out what particular features that client is admiring. Clear skin? Fuller lips? Longer eyelashes? Taking the time to break this down will help fulfill the client’s ultimate goal of looking like the best version of herself.

Client: Either, “I’ve been coming to you for 15 years. How could you even think about raising your prices on me?” or “I’m a brand-new client and I want you to give me the same dangerously low daily deal site rate as the spa down the street.”

Discussing pricing with clients is not always comfortable. Let the loyal client know in advance that prices will be increasing on a certain date. This allows them to not only buy packages ahead of time at the current rate, if they so choose, but it mentally prepares them that at a certain point, the prices will go up. For a new client, explain that the prices may be lower at other spas in the area, but the client will be thrilled with the artistry and results of the particular service, it is worth every penny of their investment. Also, encourage both types of clients to sign up for the e-newsletter and follow the spa on social media, where special events and treatment specials are shared during certain times of the year.

Remember, clients come to the spa for a reason. Trained providers and skilled professionals have years of training that go into what they do. Remind clients of this and keep a well-curated book of “before and after” pictures handy to remind them. Stand firm, and remember… skin care professionals are worth it!

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