As a brow and lash lift artist in Los Angeles, I’ve experienced all sorts of personalities. When working with the public, it’s almost impossible that every single client will be satisfied with their results. When I do inevitably encounter an unhappy client I try to stay calm, listen actively, show empathy, and focus on finding solutions. It’s important to remember that the client's frustration is more than likely directed at the situation and not at you. Sometimes understanding basic psychology is helpful because over time you can almost just tell when someone is going to be a potential problem. It’s an aura! After a bit of experience, you’re able to read body language and identify the archetype to either be mentally prepared or know the steps to avoid any issues completely. For example, you could possibly have them hold the mirror the entire time as you’re performing the service so they feel involved every step of the way in which may calm any anxiety.
In the event that the client is still unsatisfied, maintaining a composed demeanor and using a respectful tone, is crucial. You could even take a moment to process before reacting in order to respond more effectively. Actively listening and empathizing will make the client feel seen and heard. Allow the client to express their concerns without interruption to show that you're listening. Acknowledge their feelings and validate their emotions to show you understand their perspective.
Following up with clarifying questions ensures the client you’re paying attention and nothing is being left unaddressed. Paraphrasing what they've said to you also confirms your understanding. Don't make excuses or deflect, take responsibility for the situation and offer sincere apologies.
Propose realistic solutions and work collaboratively with the client to find a resolution that meets their needs. Be proactive by offering a range of options and explain the pros and cons of each. Set clear expectations by communicating the next steps and a timeline for resolving the issue.
Using positive language throughout the interaction will keep the client calm and build trust. Be honest, transparent and follow through on your promises. Thank them for their patience and feedback. Acknowledge their time and effort. Consider offering a small token of appreciation in order to further smooth over any lingering dissatisfaction. In our case, we could send them home with a brow gel, lash serum, brow product, etc.
As artists we are trained to treat our clients respectfully, but we do not have to take any sort of abuse. If you're unable to resolve the issue or if the client becomes abusive, involve your manager or supervisor. Knowing when to ask for help is critical in a circumstance where you’re unable to de-escalate things on your own.
After the client leaves, reflect and share your knowledge with your team. Document the situation and learn from it to improve future interactions.
Written by: Yasmine Vasquez
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