What do you say to a client who doesn’t leave a tip?


The Situation: It doesn’t happen often, but every once in a while even the best spas have a client who skips out on the tip.

The Solution: “If a guest says she doesn’t want to leave a tip, or you notice that it wasn’t included, I suggest using verbiage such as, ‘Gratuity is completely optional, but to help us continue to improve and monitor our quality of service, was there any part of the treatment that you were unsatisfied with that we can correct?'” recommends Dori Soukup, CEO of consulting company InSPAration Management. “They might have just forgotten to leave a tip and will correct it, or they had an issue with the service and you can use the situation as an opportunity for improvement.”

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

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