How to Deal with Difficult Clients in Your Self-Care Business

Summary

Dealing with difficult clients is an unfortunate experience many business owners face – or will face – at some point throughout their professional journey. However, knowing the right way to handle these situations when they occur can make or break your entire reputation. This guide will explore a few strategies for dealing with difficult clients so you can protect your business and avoid getting taken advantage of. 

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What Is a Difficult Client?

Whether they feel entitled to your time, refuse to pay their bill, or are just plain rude, difficult clients come in many different forms. Here, we provide a few examples of difficult clients: 

The unrealistic client

Some clients are just unrealistic about the type of results they can expect from their service. Many hairdressers have dealt with a demanding client who wants to go from black to platinum blonde in one session, or who expects to have all their skin problems healed after one facial. A demanding client may become upset or angry with you when you tell them the reality of their request. 

The entitled client

Even worse, a customer may be unwilling to pay what the service costs simply because they don’t understand the level of effort it takes to deliver impeccable results (it can’t possibly cost more than $100 for balayage!) – or because they’re an influencer who wants something free in exchange for “exposure.” (It’s one thing to approach an influencer with an offer, but a whole other for them to demand it from you because they have a social media following.) They may also consistently show up late for their appointments, but then expect you to cut into other clients’ appointments to accommodate their tardiness. 

The rude client

Jerks are everywhere – it’s unfortunately a fact of life. Maybe money isn’t an issue for your client, but if their attitude is an issue for you, you’ve got yourself a difficult client. Rude clients may speak to or treat your staff poorly, or monopolize your time and become frustrated or antagonized when you don’t bend over backwards to accommodate new requests. 

8 Best Strategies to Deal with Difficult Clients

Learning how to deal with difficult clients involves patience, understanding, and the strength to walk away when it’s clear the professional relationship will no longer serve you in a meaningful way. Below, we outline some of the best strategies for dealing with difficult clients. 

1. Try to understand

Before you jump in to defend yourself, try to understand the client’s perspective. Do they feel misled about the service cost? Are they genuinely unhappy with the results? Did you misunderstand their initial request? One of the best strategies for how to handle difficult clients is acknowledging any legitimate concerns they may have, which can help to bring down the temperature of the situation. Let them know there is space to start a judgement-free conversation. 

2. Stay calm

It can be hard maintaining your composure and staying calm when a conversation is getting heated – especially if you aren’t the one in the wrong. However, avoid using unkind or escalating language (like swearing or insults). Keeping your cool can make all the difference in how your conflict gets resolved. 

3. Remind clients of your policy

Some clients may get irate when they’re slapped with a no-show fee, or when they’re refused entry because they brought their pets to your pet-free establishment. Every business owner is entitled to set the rules for their workplace, and any client that violates that is not entitled to your time and attention. Sure, some customers may be genuinely unaware of your policies before their appointment – especially if they’re new – but if you’ve shared your business rules (whether on your website or within your confirmation email) and made your guidelines clear, it’s up to the client to respect that. 

4. Set boundaries

Sometimes, difficult client behavior can start encroaching into inappropriate language or aggressiveness. People can get emotional when they feel they’ve been wronged, but you need to make it clear that a conversation will only occur if both parties can have clear, honest communication without any additional drama. If your client can’t be honest without insulting you or becoming hostile, make it clear that you will not be engaging further. 

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5. Acknowledge unrealistic expectations

So you’ve heard your client out and discovered that the root of their issue is something completely out of your control – such as the state of their nails after removing gels or their lack of six-pack abs after two weeks of workouts. Remind your clients that their desired results are possible – they just need to be realistic about what that will take and be willing to commit to the process. If possible, provide a more realistic timeline for them to understand. 

6. Work with the client to find a solution

Unless a situation has quickly become unsafe or untenable, try to work with the client to help find a way to move through this situation. Do you have time to re-do their cut? Can you provide an extra moisturizing treatment for their cuticles? Will you give them a discount on their next service if they return? Yes, you’ll periodically get someone just looking for a freebie, but most people aren’t trying to scam your business – they’re just looking for a professional they can trust, and it’s up to you to earn that trust. 

7. Have the strength to cut them loose

While the simplest solution for how to deal with difficult clients is to drop them, it shouldn’t be your immediate instinct. However, if the difficult client is unwilling to have a proper conversation, or cannot see reason about the situation, then it’s okay to reject their future business. Clients who behave in a particularly negative manner are bad for staff morale, and can be a turn off for other clients as well. In that case, it actually best serves your business if you no longer accept their patronage. 

8. Avoid creating your own difficult clients

Don’t promise your clients things that aren’t possible, or guarantee the type of results you know you can’t provide. Be clear about expectations and, if any, the limits of your skills. This can help avoid post-appointment disappointment and reduce the chances a client will take issue with your provided service. 

Increase Client Satisfaction with GlossGenius

Juggling a multitude of tasks each day with a smile on your face is no easy feat, especially when things aren’t going so smoothly – and the last thing you want to do is take it out on the client. Running your business involves building lasting relationships with your clients, which includes securing their patronage so you can maintain a consistent source of income. 

As a beauty service provider, you should always strive to deliver high quality services and an A-plus client experience to secure a loyal customer base. The unfortunate reality, however, is that you’ll occasionally encounter particularly tricky characters. In those instances, it’s good to have a few strategies under your belt to help you get a handle on how to deal with difficult clients so you can protect your business and hopefully maintain a positive relationship with them going forward. 

GlossGenius is your all-in-one platform that can manage your daily operations and streamline your efforts. Knowing how to handle difficult clients is a useful skill, and with GlossGenius at your side, you can make it even easier. With Client Insights and Client Reviews, you can not only collect and analyze data about your customers to inform your future choices, but also invite satisfied patrons to leave testimonials to bolster your reputation and increase your business. And with No-Show Protection, you can minimize income loss and ensure your time never goes to waste. 

Get started with GlossGenius today and get a 14-day free trial!

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