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Esthetician

Real-Life Activities

Real-Life Decision Making -- Solution

You demand the money.

You are an esthetician and you've just spent an hour performing a body wrap on a client. Now she says she doesn't want to pay you because the room where she usually receives the treatment is under renovation. You gave her the treatment in a smaller room. She says the service did not meet her expectations.

You know that the client was warned by the receptionist before she booked the service. She knew that there were renovations taking place at the spa. You feel that the service you gave her was up to your usual standard.

You tell her that you are sorry for the inconvenience, but she agreed to have the service done in those conditions. You tell her she must pay her bill. She pays her bill, but you never see her again. You were paid for the hour of your time, but lost a customer.

"There are the odd times a client is so picky that you can do your very best and they are never happy. In this case you can attempt to make it better and it can be hard to keep your cool with really difficult clients but it is very important that you do. If you can't solve the problem then sometimes you have to tell them their service is on the house," says Amy Lee. She is an esthetician with her own traveling spa business.


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