Every customer-facing business will have unhappy customers at one time or another. It's important that the staff and management both understand the best ways to deal with customers in a number of situations within their business setting. A spa is no exception. Despite the relaxing atmosphere and treatments that help people unwind, estheticians may still face difficult or unhappy customers. If this sounds like something you've faced in your job, there are a number of strategies that can help you handle the situation calmly and professionally.
Angry customers can get loud and disrupt the mood of your waiting room or treatment areas. The first thing to do with an unhappy guest is to take the discussion away from public spaces. You can bring them into your or a manager's office to discuss the matter or ask them to please step outside until they can observe your requirement to stay quiet in the spa. This not only helps preserve the calmness of other clients but also shows the person you're willing to give them your undivided attention.
The most important part of dealing with an upset customer is to simply listen. Allow them to air all of their grievances or concerns and explain the situation fully from their point of view. Some difficult customers are simply nervous about trying something new or know exactly what they hope to get from working with you. Other customers might be angry because they didn't get the results they were hoping for. If you take the time to listen to these customers, you can often identify where their experience went awry and easily resolve the problem.
Whether someone is mad about something as small as ultra care lip balm or as large as a mistake in their skin treatment, it's critical that you always remain calm. Snapping back at them or using a sarcastic tone will make you seem rude and unprofessional. Keep your cool and try your best to respond with solutions to the problem the customer is facing. For example, if they're unhappy with a treatment they received, you could offer one free treatment to get them the results they were hoping for.
Some customers can become aggressive with their language and even actions. You should always make it clear that you will not tolerate abusive language or violence in your spa. No matter what the customer's complaint or explanation is, it's okay to ask them to leave your business if they're harassing you or your staff. Your safety — both physical and mental — is the most important thing in every situation.
After you've heard the story from the customer's side, ask your staff to tell their version of what happened. This helps you get a full picture of what might have gone wrong and makes it easier for you to determine if your staff was in the wrong. It's okay to defend your staff if you're in the presence of the customer, but don't be afraid to hold them accountable either. If your team made a mistake, you should admit that there was an error and do your best to resolve it.
This can be the most difficult step for some people because often there's nothing to apologize for. Even if your staff wasn't in the wrong, it's still important to apologize to the customer. If anything, you're apologizing for their negative experience, no matter who caused it. This shows you're empathetic, you understand they're upset and you'd like to find a solution. Oftentimes, an apology is all an unhappy customer wants to hear anyway and simply saying you're sorry might resolve the issue.
Difficult customers are part of every business, so you should know the best ways to handle them. In a spa setting, try to move the discussion to a private setting, listen attentively, keep calm and apologize even if you're in the right.
Publish Date: January 20, 2022 12:43 PM