If you are Happy, Tell Others: If you are Not, Tell Us

Telling a Friend about a Spa is a Powerful Thing... whether the information pass along is good or bad!

Unhappy clients can cause problems for any business, but they are especially hazardous to the spa business.  Aestheticians provide personal professional services and exist on the quality of their reputations.  The goal of all aestheticians to provide the finest in customer service has a positive side effect when done well, in that happy clients tell others who become referrals and then in turn also become happy clients,   The problem with unhappy clients is that the formula just mentioned works in reverse as well, and probably to a larger degree.

Consider your own life…

If you visit a restaurant and have good food and good service you may bring it up in conversation the next day and tell a friend.  That referral will probably stick in the mind of your friend and eventually result in a new customer for the restaurant. However, studies show that if you had a negative experience you are more then likely going to tell three friends rather than one, and people tend to remember these negative comments.  You would probably end up costing the restaurants three potential customers through your one negative experience.  That rule is just as true in the spa and aesthetics business as well.  Your business is built on personal service and a dissatisfied, unhappy client who spreads negative publicity about your service can be the kiss of death, with a downward spiraling effect that can hurt you, your business and your income.

We all have unhappy and disgruntled clients from time to time.  The nature of any service business is that in dealing with people not everyone will be a happy camper.  The difference between a successful spa and a bankrupt spa can be how you handle that disgruntled person, and whether or not you are able to turn them around.  This is a case where the old adage “any publicity is good publicity” is not necessarily true.

When you have an unhappy client the first thing to do is remember to keep calm, not take the criticism personally and open a dialogue with the client.  Communicate with them, apologize to them for the negative experience and assure them that you are going to do whatever is necessary to rectify and correct the situation.  It is possible that the client has had a bad day, or may be taking out on you personal problems at home, or professional problems she may be having at her own job.  Lend a sympathetic ear and find out what the problem is.  Their expectations may have been unreasonable, or they may have misinterpreted something that you or another aesthetician said.  If you or one of your employees were wrong, don’t be afraid to admit it.  Make the client feel as though you care about her feelings, and make sure that it is sincere.  Don’t be afraid to offer a free visit the next time the person comes in.  You may give up an hour of aesthetician service time, but you may just make the client happy and gain business for years, and good referrals from her friends.