Can You Really NOT Treat Medical Spa Patients and Aesthetic Clients with Addictions, Obsessions and Unrealistic Expectations?

Series Part V: Spotting Clients With Serious Issues and Knowing How to Deal with Them

Like it or not, obsessed clients are a problem that all aestheticians will have to deal with at one time or another in their career.  We are in a service business and there will always be some clients who wish to overuse or abuse a service, no matter what it is.  As caring professionals, we have to look at each individual situation with each client and make a  judgment as to the best course of action to take.

An obsession can come at you in any number of ways. Consider the following examples:

• A client who wants harsh treatment more often than it is recommended
• A client who strongly feels that increasing the frequency of treatments will bring about better, lasting or faster results
• A client who seems to be in your office all the time, looking for miracle treatments for aging, skin and youth issues.
• A client who is requested a Phenol (deep) peel even though her skin is highly sensitive and burns easily and is adamant even after you have discussed the unsuitability of the phenol peel level for her skin
• A client who is never happy with the results of her treatments, and is consistently demanding better and more visible results

Start by Building a Bridge

Building a relationship with your client is good for all aspects of your business.   As professional aestheticians we provide a service, and spend a portion of our time selling that service, as all professionals do.  Sales is nothing to be afraid (or ashamed) of, and one of the key concepts to remember is that people buy things from people that they like.  We should be building relationships with our clients for the same reason.  This establishes trust, makes the clients more relaxed and more willing to take our advice as professionals. This can instantly make dealing with certain clients easier. Aside from the obvious benefit we get from referrals and increasing our client base, this trust factor also makes us better able to deal with those clients who have become overly obsessed with cosmetic enhancement.  The bond of your client/aesthetician relationship allows you greater access to help the client in recognizing what they truly need and then taking action to deal with them in a positive fashion.

Dealing With The Client’s Obsession

Dealing with the client’s fascination or even addiction to cosmetic beautification is a touchy subject.  You don’t want to offend the client because nothing is ever gained from irritating or hurting clients’ feelings. Honesty is always the best policy in cases like these, but done in a tactful manner. In a professional capacity, tell the client why you are not recommending a certain treatment (not right for their skin, too harsh, too soon after the last treatment, etc) and then stick to your guns.

Saying NO

You are a professional with a serious obligation not to harm a client. You have an obligation to your client, and to the health of your own business not to perform any services you feel strongly about.You are the only one who really knows your client, so you are the only professional to make the best decision about your client’s treatment plan. Above all, remember that each of us is human. You won’t always be able to help your clients when you want. The truth is… you may lose a client by refusing treatment but you may avoid a lawsuit.