The Making of an Esthetician

Tonight I get the client that all the other girls dread getting. I actually don’t think she’s that bad.  She’s not mean, she’s just … particular about things and tries to get as much as she can out of her visit.  She also can be very intimidating. She comes in pretty much every week, mostly for a basic facial, and has been coming to the school for probably four or five years. She will ask your opinion on what type of facial she should get and will usually go with whatever you think. But each time she comes in, she always asks for a senior girl, even though she knows very well that, unless she has a particular student she’d like to request, she gets the next student on the rotation. She always asks if that student is good and, of course, we always tell her yes. You would think that if she liked a certain student that much, she would make sure to remember her name so she could request her each time.

Once you get her in the room, she tells you that you don’t need to go over the health form because the information hasn’t changed. She’ll even tell you that you don’t need to tell her what you’re doing during the facial because she knows it by now. She doesn’t even like to stay for a post-consultation because she does take care of her skin at home and she knows what you’re going to say. All she cares about is anti-aging and getting some samples to take home.

Each time she comes in she asks for samples, but she never buys anything. We know she uses the products at home because she tells us, but she doesn’t get them from us and the samples we give her only last a couple of days, so she has to get them from somewhere else. She’s also known to be a little harsh when she fills out the evaluation form afterwards and rarely will give a student all good scores. I’ve been lucky both times that I had her that she did give me good scores each time, but I was prepared for her and was given advice beforehand about what she likes (manual brush versus the machine brush attachment, even during a basic facial) and what she doesn’t like (don’t talk unless she initiates it). And no matter how good of a job you do, she will never tip you more than $2.

A couple of months ago, unbeknown to the student who did her facial, she went home with some mask still on her face. The next time she came in, she pretty much demanded a free facial, especially since she’s such a good client. 

But is she? What makes a good client? Is it someone who comes in regularly? Do they always have to buy the product to be a good client? Do they have to tip and tip well to be a good client? Do they have to listen to the recommendations you give them about their skin to be a good client? Do they have to never complain to be a good client?

During this facial where she made the complaint, she quizzed her esthetician student throughout the service about her life and asked very personal questions. She has never done this to me and, as far as I know, to any of the other students either. She also proceeded to give her advice that she should exercise by walking more and she should go to church. The student is a very nice girl who is intimidated by this client, so she answered her questions and listened to what she had to say because she didn’t know how else to handle the situation. This client then gave her a bad evaluation afterward, which really upset her.

The first time I had this client, I gave her a basic facial.  She had asked if while I was doing the hand and arm massage, I would put some lotion on her back since she was dry there. Normally we don’t do that unless we’re doing a back treatment, but I thought it wouldn’t hurt to put a little lotion on her back and make her happy. During a basic facial, we’ll do a hand and arm massage, but don’t use the mitts–that’s only during a spa facial. So when she asked if I could put her hands in the warm mitts, I said yes. Again, what would it hurt and if it made her happy, why not?

Did I handle the situation okay? If we give our clients a little, will they keep asking for more? How much more should we give? How should we handle really difficult clients? How should the student who was being asked the personal questions have handled that situation, especially being the type of person who doesn’t like to upset people and is easily intimidated?

1. Svetlana
   May 11th, 2008 at 10:12 pm

   Tricky game… The more you do for such client, the more she is going to ask for. Next time she’ll tell some other student that you in previous gave her some extras. My believe is that we should not give away our time and product without upgrading the ticket. If she is complaining about dry skin on her back why wouldn’t she come for the back treatment, since that will give her better moisturizing after professional exfoliation. Plus she’ll get some education in back skin care. Same with her hands. But the truth is that this person just loves free things and does not appreciate the care. So, save your kindness for the clients who seek your expertise, not labor.

2. Alison Zollars, Medical Esthetician - DermaHealth Laser
   May 12th, 2008 at 1:48 pm

   You have asked an excellent question: What makes a ‘Good Client’? You will come across so many different personalities in this field of work. You will meet those whom you love to take care of and are a joy to see, but who do not support your business by buying product from you or referring their friends to you. You will also meet those who are a thorn in your side and who drain your energy, but who take every bit of advice from you and send everyone they know to you. Of course, the best client is one who is happy with the help you give, and rewards you for your time and expertise by enhancing your business, even if they seem to be more trouble than they are worth.

   After getting to know the way this particular woman works, it should be clear to you that you shouldn’t give too much, or she will expect even more the next time. I agree with Svetlana that her ticket should be upgraded when she wants more service. My suggestion would be to put that extra lotion on her back for free, while explaining that it’s a freebie this one time. Then when she asks for the mitts, explain that there will be an extra charge. She doesn’t need more than one free upgrade.

   The more you communicate to your client about how you are extending your services to them over and above what is called for (even though it may not be too much of an extension), the happier they will be that you have taken such good care of them, and the greater they will reward you.

3. Sandra
   May 12th, 2008 at 5:48 pm

   Svetlana: Thank you for the advice that I recommend a back treatment if she ever asks me to put lotion on her back again. I will definitely remember that! It does seem like such a simple thing and not that big of a deal, but you’re right - the more I do for her, the more she’ll ask for. Thanks!

4. Sandra
   May 12th, 2008 at 6:16 pm

   Alison: I will keep that in mind about the extra services. I just need to think differently about it, that it’s not only my time, but it’s extra product that I’m giving away! Thanks!

5. Valerie
   May 21st, 2008 at 8:00 pm

   I’ve been in the spa field for over 8 years now, and I don’t know what makes a “good” client except that when I see the person come in I either feel calm and good, or not.

   Some “good” clients swear by me and recommend me to others, yet tip very poorly (10% or less).

   Some “good” clients come in whenever they can fit it in their schedule, lie there completely silent, tip really well, but never buy any products.

   Some “good” clients come in regularly, purchase products, don’t tip well, but give me a large monetary gift for the holidays.

   I have only a certain few clients that I will alter my schedule for. For instance a client that comes in for a 1.5 hr service once per month, greets me with a smile, enjoys the service, tips me well (usually 20%) and re-books before she leaves. I alter my schedule to stay 1/2 hour past closing time to accommodate her service. Does it pay for me? Yes. Does it infringe on my personal time? No. Do I feel offended? Not at all. Why? Because she ASKS me if it’s OK. She doesn’t just ASSUME it’s OK.

   My point is - don’t try to define what a “good” client is. Decide what your boundaries are and stick to them. Treat each client like they are gold. Don’t judge a client by what they wear or what they tip. Do your job the best you can for each and every single person you work on. Enjoy your job. Everything else is just icing on the cake!

6. Sandra
   May 22nd, 2008 at 10:08 pm

   Valerie: You’re so right! And I’ve had some of those clients that you described. Thanks for the great advice and I will keep it in mind with each client I have.

7. Donna, esthetician
   June 7th, 2008 at 8:09 am

   How do I post a question on the site?

   I could not figure out how to subscribe.
   Thank you

8. Sandra
   June 7th, 2008 at 5:26 pm

   Donna: Just type in the comment section and click on submit. That will post your comment.

9. Shelley, Esthetician - Reflections and Reneu Day Spa
   June 19th, 2008 at 7:49 pm

   Sandra:
   Unfortunately, you are going to run into clients like this one. She is trying to get everything under the sun for her money. I believe she chooses the school because she know she had intimidate the students as they are still in the learning curve and maybe not feeling 100% confident about how to react under situations. Since you all know her MO, stick with what services she pays for and it goes without saying, “give her the very best”. You could also tell her you have to check with your instructor about extras.

10. Sandra
    June 23rd, 2008 at 8:51 am

    Shelley: You are absolutely right about this client! And most of us know her by now and we do give her our very best, just like we would any other client. We don’t want to give her any reason to complain! :) Thanks!