Sticky Situation: Customer Complaints

How do you handle client complaints against a therapist?

The Situation: "We've had guests that made complaints against therapists and you really need to weigh out the situation: when to give an employee a second chance and when it's time to just let someone go," says Bruce Schoenberg, president of Oasis Day Spas in New York City and Westchester, N.Y.

The Solution: "We have a file on everyone and document all complaints and incidents," Schoenberg explains. "We try to speak to them first and give them a second chance, but there are certain 'death-sentence' violations, like therapists who solicit for work outside the spa or inappropriate behavior. When a credible guest makes a serious complaint, though, sometimes you just have to say to the employee in questions, 'We are not comfortable working with you and we need to let you go."

Got a Sticky Situation to share? Email carrie.borzillo@gmail.com.