Unrealistic Clinical Outcomes and Customer Expectations: Dealing with Difficult Clients in your Aesthetics Business

Everyone has to deal with them at one time or another. Difficult spa clients who have totally unrealistic expectations of the results and outcomes they will receive from spa treatments. Any time you are in a business that involves dealing with people there will be the occasional client who frustrates you to no end.  Dealing with difficult spa clients is a problem that all aestheticians and spa practitioners must deal with on occasion.

One of the ways to cut down on the number of difficult spa clients is through screening. Occasionally you will have a client come in for a consultation and will know, right from the beginning that this is one of those clients that you simply do not want. By the time you are done with her your hourly income average will have fallen due to the hand holding required and the extra time taken up. If you spot these clients early, then finding a polite way to get out of the relationship before it starts is the best bet. Recommending that she seek her treatment at a spa or facility more suited to her needs can save you hours of heart ache. It can be difficult and you need to use tact. But, it can be done.

Another preventive measure you can take with the difficult pa client, which sometimes works is client education. Make it clear in the first session exactly what the session and treatment can accomplish for the client. In fact, some spa managers even outline expectations on paper and have the client sign an agreement of expected outcome with a disclaimer before the session even begins.

This does not always work and in the end it may simply come down to your use of your best interpersonal skills and public relations skills. Complementing the client on the positive aspects of the treatment, and the improvements in her appearance can sometimes help. Offering a discount on future sessions or even a free treatment work with other people. There is no simple right or wrong answer to dealing with difficult spa client and unrealistic expectations. Unfortunately, putting up with them on occasion is a simple fact of life and a cost of dong business. Fortunately, most clients are reasonable and know what they will receive and generally are happy after their treatment. With luck those will far outnumber the unrealistic and difficult ones.