ASCP Skin Deep

MAY | JUNE 2019

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ascp now offers advanced modality insurance! ascpskincare.com/ami 23 beautybuzz ESTY TALK Up to the Challenge How do you deal with difficult clients? First, I make sure I am always coming from a place of love and service. Before speaking with a diffi cult client, I take a moment to ground and breathe, then I listen and do my best to empathize with their situation and ask them what their ideal resolution would be. If it's reasonable, I tend to go one step further in my off er. If I feel the request is unreasonable, I gently let them know and off er a solution I am comfortable with. Melissa West I do a thorough consultation with all new clients. Generally, I can tell right away if I am able to meet their expectations. If the client is trying to control my work in any way or not accepting the realistic expectations I am laying out, then I make the decision right then and there. I explain that I have a tried-and-true method for working with clients and, based on our discussion, I cannot provide what they are looking for. I always make it about my process. In my 20 years of working, I have had to do this a handful of times. I sometimes say I am not the esthetician for them. I have never once regretted my decision. Tara M. Swagger I apply "HEAT": H—hear them out (don't interrupt and let them speak fi rst); E—empathize ("I can see why you are upset"); A—apology ("I am sorry that this happened"); T—take action ("This is what I can do to remedy the situation). A. J. Grossman Answer our next question: What made you decide to become an esthetician? Email your answer to editor@ascpskincare.com. Your answer could appear in the July/August 2019 issue and may be edited for length and clarity. » I've found that the ones who are diffi cult usually have reasons, like if they had a bad experience somewhere else. So, I hear them out and reassure them. Then, I explain the process of whatever treatment we're doing in detail, and let them know what's going on as I'm working. Confi dence in your work is important with these clients. If they're being diffi cult about details, I still hear them out and double check my work. I'm only human and my work isn't always perfect—I have bad days too. So, I have no problem fi xing something so the client leaves happy. Nina Karachira Always remain calm, kind, and professional even if the client is being rude. Sometimes clients are just having a hard day and could be unaware of their rudeness. As trained professionals, however, we must be attentive to the client's needs and try our best to make their visit as pleasant as possible. Reyna Bacre Speak calmly to the client and really listen to what they have to say. Most of the time, diffi cult clients just want you to listen. Also, don't take things personally. There are so many diff erent personalities out there, and not everyone is in a Zen state of mind when they walk into the salon/spa. That's what they have us for. Sandra Niceschwander Use active listening skills. We listen, repeat their issues to make sure we are understanding them, affi rm, and make them an active participant in applying solutions. Dianna Demmel

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