Had a client walk out mid-facial last week - how do you handle a tough customer?

I was at my booth in a salon over on Elm Street when a lady got up during a hydrafacial because she said the extraction felt "too rough." I've been doing this for 5 years and never had anyone leave before. Some estheticians say you should push through with firm pressure for better results, others think you gotta back off the second someone flinches. What's your take on handling clients who can't handle the tough parts of a treatment?

4 comments

4 Comments

betty_perry2418d ago

Yeah @mark_green nailed it with that warning thing, I always say "okay this part might pinch a little" before extractions and it makes a huge difference! One time a lady told me I was too rough and I just apologized and lightened up, she ended up booking again for next month. Maybe try a softer touch for the first few passes and ask them how it feels before you go deeper.

violag8018d ago

Maybe she was claustrophobic and the pressure triggered something beyond just the physical sensation.

mark_green18d ago

Ngl, five years in and she just walked out mid-facial? That's wild to me. I've had clients grumble or complain but never actually get up and leave. Honestly, that hydrafacial extraction part can be tricky because everyone's pain tolerance is different. I always check in before I even start that step, like "Hey, this might feel a bit intense, just let me know if you need me to ease up." If she didn't say anything and just bolted, that's on her for not communicating, but maybe next time you could warn them first?

max_cooper2118d agoMost Upvoted

What is it with people just bolting instead of saying something? Happens all the time in other services too, like a plumber leaves mid-job because they don't like the quote. @mark_green is right though, a quick heads-up beforehand would have probably saved her the trouble.