Issue link: https://www.ascpskindeepdigital.com/i/716901
44 september/october 2016 Understand that how you respond to a diffi cult client can have ripple eff ects that may cause negative consequences for your business in social circles and on the internet. The following six types of challenging clients, listed from least to most destructive, may cause degrees of separation between you and your customer base. See if you recognize any of your clients in the list below, and learn a few tips on how to handle them all. THE DIVA She's a keeper. The Diva loves to have the newest, the best, the most, and the greatest … because she's worth it. This client can be shallow, condescending, and demanding, but when it comes down to it, she always books, buys, and accepts your compliments. If she likes you, you'll have a longtime customer. She'll "loan" you to her friends if she's happy. If she's unhappy, she'll trash-talk your business all over town. Work hard to impress her with your skills and knowledge. She's easily bored and if she doesn't see results, she'll surely tell you about it and you'll be in danger of losing her to the latest and greatest competition. Exotic ingredients, "big-guns" services, and extra pampering go a long way. THE MISER This one's a little annoying, but still worth keeping. She will book with you when you're off ering discounts or sales. She also doesn't like to purchase more product than she has to. While this client doesn't complain about price outwardly, inside, her mind screams, "THAT'S TOO EXPENSIVE." She is all about value for the money; the services and products you recommend must provide this client proven results for the value of the product. If you make it a point to reach out and call this client with specials and pre-sale notifi cations, you'll be able to keep her for a while (until a cheaper option comes along). THE COMPLAINER It's all about your reaction. If you can please this client, then she's a client for life. Mind your tone. It's been said that the reason people get upset about things is not because of the words spoken, but because of the tone used. A complainer could easily become an Atomic Bomb (described on page 47), if you counter her level of ire. Complaints are really opportunities to prove your worth to the client and allow you to learn how to serve your entire customer base better in the future. Let her talk. Hear her out. Many times, just being heard will diff use her moans and groans. If you're wrong, admit it, apologize, fi x it, and give her something for free; in other words, make the eff ort. She wants you to cater to her inner diva. Work hard to impress The Diva with your skills and knowledge. She's easily bored and if she doesn't see results, she'll surely tell you about it and you'll be in danger of losing her to the latest and greatest competition.