In this new weekly column, we present real-life day spa disaster scenarios, and reveal how pros deal with common issues.


The Situation: A client is late–again! “We try to be pretty black and white with our policy, but there are always exceptions if someone has a legitimate reason for being late,” says Cici Coffee, owner of Natural Body Spa, with multiple locations in and around Atlanta.

The Solution: “This type of situation is treated very politely and sensitively. We give clients a “Get Out of Jail Card” for a first-time offense, as we understand there are circumstances out of their control that could cause a late arrival. However, if it happens more frequently, and we have to start their massage late, we explain that, ‘Unfortunately, we can’t give you your complete service and we will still be charging you full price. We’d like for you to get here early or on time to enjoy the entire treatment.'”

What would you have done? Please sound off below in the comment field. Have you had a similar experience? Got a Sticky Situation to share? Email your horror story to carrie.borzillo@gmail.com.

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