Serious question, how do you handle a client who gets really upset during a facial?

Had a situation yesterday at my studio in Austin. A new client booked a basic facial, but about ten minutes in she started crying. Not just a little, full on sobbing. Said she just got some bad news on her phone. I paused everything, got her some water, and just let her talk for a bit. She was embarrassed, but I told her it was okay and we could reschedule. She ended up staying and we finished the service, but it was super quiet after that. I didn't charge her for the full time. What's the right move here? Do you have a policy for emotional moments mid-service?

3 comments

3 Comments

ericj452mo ago

My friend who runs a spa in Houston keeps a box of those single-use eye masks in the fridge. She said if a client gets upset, she offers a cold mask for puffy eyes and five minutes alone. It gives them a minute to pull themselves together without an audience. I mean, it's a physical solution for a visible problem, which can feel less awkward than just talking. Maybe having a simple, kind of quiet option like that helps.

olivia3982mo ago

Honestly you handled that way better than I would have. My first instinct would have been to panic and probably start crying with her. Freezing up is my go-to move. You turning it into a quiet, no-pressure finish was probably the best call. I'd say not charging for the full time was a solid move too, that's good karma.

rileym962mo ago

Wait they keep eye masks in the FRIDGE? That's actually genius. I never would have thought of that.