Issue link: https://www.ascpskindeepdigital.com/i/70637
Further Reading Leslie Lyon, "Dealing with Difficult Customers," http://spatrade.com/spa-business/dealing-difficult-customers Have That Conversation Despite your best efforts to handle negative behavior indirectly and allow problem clients to remove themselves from your schedule, some people will not get the message. There's no getting around it: it's time to tell a client openly that you are no longer able to work with her. Though these professional breakups are painful, they can be handled with grace and compassion. Remind yourself that this is in the client's best interest, too. You can't give everyone what they really need, and when that's the case, it is better to let them go so they can find it elsewhere. The easiest transitions are those where you feel comfortable about referring the person to another esthetician who might be a better match. Except for the worst of the worst, chances are that your bad client is someone else's ideal client. Develop good relationships within your own spa or salon, neighborhood, and community so you always have a good network of referral partnersāÆ(including some who work opposing hours, or in different neighborhoods), to provide an assortment of options for clients who are not your best fit. In a scenario in which you cannot in good conscience Set Clear Boundaries Some people are truly inconsiderate, but others may not realize they are acting badly. It's possible that some of your clients have developed inconsiderate habits because you have not established clear boundaries, or have not properly explained or enforced your client policies. While it may seem easier to make exceptions because you don't want to upset someone, this may actually cause bigger problems for the long term. Example: Sandra arrives 15 minutes late for her appointment, but since you have no client scheduled after her, you opt to say nothing and provide a full session. Months later, your resentment is bubbling over as Sandra arrives late for the tenth time in a row. You can't figure out how to give her the level of service she has come to expect, without throwing off your scheduling for the whole day. Review your policies, especially those that are frequently abused. Policies typically cover cancellations, emergency situations, late arrivals, and no-shows. You may also have policies on children, confidentiality, discounts, payments, etc. Make changes or adjustments until you feel good about each policy. The next step is to clearly communicate your policies to current and new clients, and enforce each one consistently and with a smile. refer someone to another business, you may be forced to simply terminate the professional relationship. This is not a time to be angry or condemning. The best tools for the job will be professionalism, documentation, and the facts of why you are terminating the relationship. Example: "Sandra, I want to thank you for your past business and support of me as an esthetician. Due to our past scheduling conflicts, I think it would be best for us to end our professional relationship, as I cannot properly serve your skin care needs. I hope you understand." Ending a professional relationship is tough. However, by taking the steps above to refocus, retrain, and release negative behaviors and individuals, you'll become a happier and stronger professional who can give your best to your ideal clients. Felicia Brown is a licensed massage therapist based in Greensboro, North Carolina. She has owned two day spas, and opened her consulting company Spalutions in 2005 to provide business and marketing coaching to spa and wellness professionals of all types. Contact her at www.spalutions.com or felicia@spalutions.com. Get connected to your peers @ www.skincareprofessionals.com 29 LATE