Sticky Situation: The Uneasy Client

How do you help put a client at ease in the treatment room?

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The Situation: "There are times when you can tell that a client is just not comfortable for an unknown reason," says Summer Langhorne, general manager of milk + honey in Austin, Texas. "Perhaps it's a personality clash or they just don't gel with the technician."

The Solution: "We empower our technicians to proceed with care," says Langhorne. "We've armed them with verbiage that makes it easy for the client to give feedback. We tell them to say, "I notice that you're little bit tense. Is there anything I can change in the room or my technique? How's the temperature? How's the music?' We give them options of things that can be wrong and offer them the opportunity to address it."

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