When you work on people’s
hair, skin or nails, you get to know them pretty well and can find yourself in sticky situations. Every cosmetology professional has stories about odd or nasty clients. Is it possible to
learn to handle difficult people?
The key is getting the difficult client to believe her voice has been heard. When she talks about what she wants that day, repeat everything she says in your own words and get her to agree on what will happen. This is especially important if you are cautioning her that what she’s asking for may not work out very well. Also, state the price upfront so there will be no misunderstanding on that score.
If your difficult client enjoys talking during the service, stay engaged in the conversation but don’t contradict her opinion in any way. If she seems to want to be left to read a magazine, perform the service in silence without feeling uncomfortable about that.
If any sort of dispute still surfaces, you can ask your manager to run interference for you. The manager may decide to offer a refund. In some cases, no matter what you do you can’t please that client. If you dread seeing her, it can be kinder to both of you to recommend another stylist or even a different salon and hope the door doesn’t hit her on the way out.
What tough-to-please experiences have you had?