Carrie Borzillo

Sticky Situation: The Combative Client

What do you do when a client sparks an argument with front desk personnel?

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Sticky Situation: The Yelp Attack

How do you handle it when an unhappy client goes public?

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Sticky Situation: The Repeat Retail Returner

Do you have a solid retail return policy?

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Sticky Situation: The "No-Kids" Zone

What do you when a client's little one tags along for a spa day?

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Sticky Situation: The Gift Card Conundrum

What does the fine print include on your gift cards and treatment specials?

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Sticky Situation: The Power Struggle

What do you do when an unexpected power outage cuts a client's treatment short?

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WEB EXCLUSIVE: Win-Win Rewards Programs

Spa pros offer insight on how they reap the benefits of rewards programs.

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Sticky Situation: The Shoplifter

What do you do if you suspect a client stole something from your spa?

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Sticky Situation: Bad Credit Client

What do you do when a client's payment is declined?

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Sticky Situation: The Quitter

What's your two-week notice policy?

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