What to do WHEN CLIENTS CROSS THE LINE The client is always right – right? Well, not always. And if a client’s behaviour becomes abusive, it’s integral to have a protocol in place, says Monique Richardson.
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hile every client has the right to be upset or frustrated when there has been a service issue or a treatment that has not met their expectations, there are certain behaviours that should not be tolerated from a client. Part of working in the service industry means having to deal with emotions that can often be diffused with the right techniques. There is a clear line, however, that clients must not cross and certain behaviours exhibited towards team members that should not be tolerated under any circumstances. Unacceptable client conduct includes: • Screaming or shouting • Verbal abuse and swearing • Racial abuse • Sexual harassment or advances • Threats • Violence • Aggression Given the vulnerable position a therapist or receptionist may find themselves in working in such close proximity with clients, the safety, protection and wellbeing 24 | SPA+CLINIC
of the team must always remain the number one priority. Preventing and managing difficult client behaviour and protecting the team can be achieved in a number of ways.
1. Focus on providing a superior client experience Creating a culture of excellence is essential for any spa or aesthetic clinic. Focusing on providing a superior experience throughout the entire client journey can assist in reducing complaints or issues arising. Managing expectations and educating clients on important policies such as cancellation or no-show fees, arriving early to prepare for an appointment or advising of forms that need to be filled out prior to a treatment may assist in mitigating conflict situations.
2. Have clear Service Recovery Processes in place When something goes wrong for a client or if there is a genuine service failure, having a clear service recovery strategy can prevent escalations. It is essential the team are empowered to make a decision to turn the situation around, as this can assist in being able to provide an immediate solution or resolution. Any service failures should be used as an opportunity for learning and to avoid them happening again in the future.