How to Handle a Difficult Situation...
I had a very interesting afternoon and I want to find out how I could have handled this better. Our spa has a regular demanding waxing client who is always late (or simply doesn't show up). Today she was in my book for some facial waxing at 1:30. She showed up about 1:40-1:45 with her 15 month old child in tow. I asked her where he was going to sit and she looked at me like I had 3 heads and said "Well there is usually someone, the owner, available and watches him." Well the owner was not there and all the therapists were booked with appointments. She said she can hold him on her stomach. Well, needless to say, this did not work so well. He would not sit still. He grabbed at her face while I was applying wax. He jumped up and down, shaking her whole body. She just kept turning her head to see where he was (he got down off the table on 2 occasions.). Once he grabbed my arm while I had the stick with hot wax on it. I was very frustrated. (She also kept reiterating that someone always watched him at the spa for her). I explained that everyone was booked and no one was available a few times.
I suggested we reschedule and she said that was not an option, that she has no one to watch him (dad is deployed, family out of state). So I continued even though doing so put me at a liability risk. What if he grabbed my hand and flung wax in himself or in her eye, etc?
My question is, should I have simply refused to do this? How would I do that without completely offending her? She inquried about more waxing next month (arms) and I explained that yes, I could do it, but she would have to make arrangements for the baby as no way could she hold him while I did that.
Luckily we got through it and no one had any stray wax where it shouldn't be, but it truly stressed me out.
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Replies to This Discussion
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Permalink Reply by Belina on
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Sounds like you had a stressful day! I would look into having a late policy, children/spa etiquette policy, if your spa doesn't already have one.
Having a client who is constantly late or no show affects his/her quality of service and is not fair to other clientele who show up on time and or early and have to wait because the late clients appointment is running overtime. Having a late policy in act would be a good idea. No shows or late appointments will have to be either rescheduled, cut short and/or the client should be charged full, half price for that service if client was a no show. If her appt. was for 1:30 and she shows up 15min. late, that cuts her service short, does not allow enough time to complete service with good quality, your rushed, and can be more apt to making a mistake. Also, if your booked with back to back clients you should not allow your late clients appt. to run over into your next clients apt. who came on time and or early.
Most spas have children/spa etiquette policies. If under age 12yrs old, are not permitted due to liability reasons, safety reasons. Not having children present under a certain age and requesting that cell phones,pagers be turned off allows for a calm, relaxing and comfortable environment for the clientele. People come to spas to get away from all the noise, chaos and want to relax, be pampered.
I would recommend having a policy on appointments, children/spa etiquette. I would tell your client she needs to arrive on time to allow for adequate time for her service and to allow you to provide quality service and do a good job. Also tell her being late can affect other clients services and is not fair.
Trying to perform a service with her playful child present put client at risk and the child. If you were to accidental drip wax somewhere it wasn't suppose to be or the child shoved your arm while you applying wax near delicate eye area and it accidently poked her eye or something, it wouldn't be good. Or if child running around room and knocks wax pot over or other equipment. It's a liability risk and safety risk.
I would recommend she look into a babysitter or child care while she attends her appointment. Tell her it's a safety reason and it's harder for you do complete the service. You don't want her leaving with half a brow or have something not so good happen. If still adamant about bringing her child with her to appt. I would recommend her go to a different spa. It's not worth the risk if something were to happen. Good luck
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Permalink Reply by Cindy Greenwood on
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If it were your business, you probably would not have done the service at all.
Since this issue happened because the owner either doesn't have a clear policy in place, or is not enforcing the policy if she does, it really is up to her to call the client and rectify it.
And because it is her issue - she needs to decide if she is going to continue to offer free babysitting every time this girl comes in OR set some clear boundaries.
You did the best you could - I give you kudos for trying to accomodate the client.
I would just discuss it with the owner, explain what happened and just forget about it. The good thing about working for someone else is that it gives you all of these opportunities to see how things should be done ( or shouldn't be done!)
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Permalink Reply by Jodi on
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Oh she is going to deal with it, but as she wasn't there at the time, I really didn't feel it was my place to refuse the client. And yes, had I been the owner, I would have told her no. I don't think our owner thought this would be a regular occurance, I think it only happened once before and the client just thought, Oh OK. I can do this all the time. By the time I was done, the client was apologetic and not as demanding.
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Permalink Reply by coldsalineplexus on
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Exactly as others have said - decline the service for liability reasons. To keep the customer, I would reschedule it without a penalty and let her know that if she wants to bring her child in the future to be watched by the owner, she will have to be sure schedule that personally with the owner when she makes her appointment. To avoid offending, make it all about the child's safety. My wording might have been, "It's so great to see you, and little Porkchop is looking so cute! Do you have your carrier or stroller in the car so that we can buckle him in safely while I am working with the hot wax? Oh, no? Gosh, I'd really hate for this to be the one-off situation where someone got hurt, and since it is against our insurance guidelines to have children under 12 in the treatment room, I'm going to have to reschedule your appointment, but don't worry, I'll make a one-time exception to our rescheduling policy and you won't be charged for today's appointment." with a HUGE concerned, caring smile on my face.
I've had newborns in my treatment room in their carriers or strollers for their moms to receive short (under 30min) services and never had a problem, but luckily most people realize they can't do that anymore once the child is moving around and making demands (not to mention the possibility of a crying child disrupting other services in progress).
This is super stressful (not to mention the lateness, which would have been enough to get me all stressed out to begin with!) and I do think it's worth talking over with the owner and suggesting the development of a policy.
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When I offered to reschedule, she said there was no other time she could do it, no one to watch her child. This client is in the military (on leave until her husband returns from deployment) and as much as I hate to say this next sentence, she uses that to get people (including us) to give her what she wants. She mentions it at least 5 times per appointment, and this waxing was necessary due to upcoming military duties. (I have no idea who watches her child during those times).
I have let the owner know about this and she was very responsive and stated she will handle it. I have no complaints here about my spa, our owner or staff. It was simply, how should I have dealt with this? Lose the client for the spa forever, or just go forward, which is what I did. But I wasn't comfortable with it at all. Thanks everyone for the feedback.
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Sorry, I wasn't suggesting that you were complaining about your workplace. My tip for handling it was simply to stand your ground with the client (emphasize the potential danger of the situation and your need to comply with insurance regs), and advocating for yourself at your job (bringing it up to the owner).
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We state very clearly on our website and menus. "For everyone's safety and relaxztion, please leave your little loved ones at home." covers both kids and critters.
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