Dealing with Difficult Spa Clients - Tips for managing challenging clients

As any spa owner or technician knows, difficult clients come in every form — including those who are habitually tardy, notoriously rude, and just plain miserable. There’s no doubt you’ve encountered at least one client who walks through the door and makes you say under your breath, “Oh no, it’s her (or him) again.”

Encountering a few difficult spa clients is simply unavoidable, and they’re a part of doing business. But like so many unpleasant things in life, your reaction to them is far more important than any inciting incident. You do have some control in these matters — you can either dwell on what isn’t going well, or use your energy to focus instead on everything that is. So you do need a few back-pocket strategies to turn those angry lions into little lambs. All it takes is a spoonful of sugar and a solid commitment to the highest level of customer service… no matter what.

Focus on Solutions, Not Problems

I know you’re thinking, “But why should I bend over backward for a jerk?” Believe me, I know just how easy it would be to tell a difficult client to hit the road. But when I’m tempted to do so, I always remind myself that she or he is still human, and maybe has a few friends and a family (even if it’s a family of dragons). There must be somebody out there who loves that person for who they are (or despite it). Even the biggest jerk deserves to be heard, and your obligation as a service provider is to remain professional in any circumstance. Regardless of who’s in the wrong, the client must walk away feeling good about their experience with you. Your reputation and your livelihood depend on it, and both are essential for staying in business.

Your biggest challenge isn’t winning over lovey-dovey, easygoing clients. Of course, you appreciate them and how they make your life easier, but they don’t necessarily help you grow. Your job is to put on your game face in moments of adversity, turning negative situations into positive ones. Let’s review a variety of scenarios involving difficult spa clients, and some options for appeasing them — without letting them walk all over you.