Sticky Situation: The Rude Client
How do you handle those clients who left their manners at home?
The Situation: “Some people just have bad days,” says Tamara Friedman, owner of Tamara Spa + Wellness in Farmington Hills, Michigan. “Sometimes they bring their bad mood into the spa and take it out on our staff by speaking rudely to them and/or making unreasonable demands.”
The Solution: “I always advise my staff to not take this type of behavior personally, as you never know what is going on with that client,” says Friedman. “We take the ‘kill with kindness’ approach, and try to be as accommodating as possible. This often resonates with clients, and they will sometimes call us back and apologize. When people are rude they expect rudeness back, but we train our staff to do the opposite and it works.”
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 spa horror story to firstname.lastname@example.org!