Often in the spa business, technicians try to help a client who has fallen on hard times or has emotional issues. Unknowingly, the spa or the technician falls into a counselor/enabler role, which can result in problems with the client, including dissatisfaction, bad reviews, claims, and lawsuits.
Data shows us that the leading cause of insurance claims comes from either an individual who is looking to make a quick buck or from a person with emotional issues. Fortunately, however, skin care and medical spa procedures involve a brief consult. During this consultation, it’s critical to determine if the potential client is desperate, in emotional distress, or has self-image issues (image dysphoria).
If so, listen to your gut instinct and decline to provide services to these prospects, as doing so could cause headaches for your business down the line. If you are the type of person who is known to rescue others, it’s a good idea to get input from another employee, who is more objective.
Although most business owners strive to make everyone happy and provide excellent customer service, keep in mind that there are times when you need to put your business’ interests first. It’s not wrong or selfish of you to do this… it’s simply good business. Additionally, sometimes not serving a potential customer is the best service you can offer them.