Issue link: https://www.ascpskindeepdigital.com/i/716901
www.ascpskincare.com 47 MS. PASSIVE AGGRESSIVE This client is pretty destructive and diffi cult to deal with because she passively leaves and then aggressively tries to undo you. This is the client who complains long after the service. It could be the next day, next visit, or not at all. She will never discuss problems with you directly, but she may very well trash you on social media. If you happen to get a bad review on social media or an online review site, respond professionally and invite the reviewer to come back so you can change her mind. This client is work because she doesn't communicate well face-to-face, but bad internet reviews last forever. MS. LUKEWARM Beware. This one is unpredictable. You would think that the lukewarm client isn't dangerous, but this client could be your worst nightmare. You'll have a hard time reading this client, and when asked, she'll say everything was fi ne, when it most certainly was not (in her mind). On the mildest level, she just won't return—you didn't do it for her. On the other hand, she could also complain like a diva to your manager, act passive aggressive, refuse to pay, and even give you a scathing review on social media. Always ask your clients how their experience was. Follow up in a week and be sure to wow every client. Don't let a lukewarm client determine your level of enthusiasm. Use discretion. Give this client a free upgrade just for being there, preferably something for which she'll see immediate results, like a quick brow wax and shaping. THE ATOMIC BOMB This client is a hot mess. You cringe when she books. She's potentially all six diffi cult client types rolled into one. This client usually has a beef anywhere she goes and will likely never be satisfi ed, no matter what you provide. She has unrealistic expectations and is a frequent no-show. She'll demand things for free or expect a full refund on an empty jar of your elite (and pricey) night cream—a year later. The general rule is an Atomic Bomb has one massive implosion. Depending on how you handle it, if she stays beyond that, she'll merely be challenging. Handle it badly and she'll spread venom about your business to anyone she can. FIRING A CLIENT The absolute worst client is the one who is continually disrespectful—to the point of abuse. You don't need to take it. No amount of money is worth serving someone who doesn't give you a basic level of respect. Of course, you don't want to burn bridges, either, because you never know where that person will be in the future and you never know what's going on beneath the surface. Practice empathy and compassion before you decide to cut ties. The goal should be to fl ip her attitude with your TLC. While your time is valuable and someone else could be benefi ting from your artistry, sometimes your care is the only meaningful part of this individual's week. If you have to cut ties, tell her that you're sorry to see her go, but your place of business doesn't seem to be the right fi t. Provide the names of competitors who may serve her better—then monitor your social media reputation. Clients come in all shapes and sizes and personalities— from the good to the bad and even the ugly. Knowing who you're dealing with—and how to respond—will allow you to make your spa a true sanctuary for all clients, with compassion, empathy, and extraordinary service. Ms. Passive Aggressive will never discuss problems with you directly, but she may very well trash you on social media.