What do you do if your client is just not happy with their treatment?


The Situation: “There are times when a client isn’t completely happy with their service,” says Julie Puccio, owner of Bella Nova Day Spa and Salon in Houston, Texas. “Maybe their therapist was having a bad day, maybe they were not comfortable. Whatever the reason, it happens to the best of spas.”

The Solution: “Don’t assume anything,” advises Puccio. “If they didn’t like a service, I don’t like to comp that service. Instead, I invite them to come back and have another service for free. You want them to experience your spa in a different situation. They may or may not take you up on it, but at least you’ve made that extra effort.”

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

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