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50 Things your clients NEVER want to hear



Servitude is an Attitude…Do you know how your spa rates?

Ok, this list is a bit out there, but behind these comments you know there’s a lot of hidden truths…

Here are the top 50 Things your clients NEVER want to hear:

  1. Oh yes, now I remember you

  2. That service was available for a limited time only
  3. No, we’re booked solid
  4. If you don’t see it we’re probably sold out
  5. If we have it, it will be over there
  6. Oh, you found it.  No, the sale ended yesterday
  7. We close early on Saturdays
  8. We don’t have a website yet
  9. What service would I suggest? What about a make-over?
  10. We can take two of you at 10:00 and one at 11:00

  11. We have no female massage therapists in that day
  12. Rob will be right in…what? you asked for a female? no one told me that
  13. Oh, Sarah quit.  No, I don’t know where she went.
  14. Late arrivals still finish on time
  15. No, I don’t have you down for today…are you sure you have the right day?
  16. We don’t have it in your size, shape or color
  17. No, that is the largest robe we have
  18. No, those are our smallest slippers
  19. No, we don’t have any robes with pockets
  20. I’m sorry I’m late, my car caught fire

  21. My boyfriend got arrested so I’m a bit useless today
  22. I think I’m getting something..snif
  23. I don’t know
  24. We’re not licensed to serve liquor but I won’t tell if you don’t..maybe I’ll even join you
  25. I’ll be right with you, I just have to finish this text
  26. I hope I don’t smell like smoke?
  27. You never mentioned you had allergies
  28. Did you take out your contacts?
  29. That might bruise
  30. What skin type are you?

  31. How do you want me to do this?
  32. I know, that darned ceiling potlight shines right in your eyes doesn’t it
  33. Whoops, that water is a tad hot isn’t it
  34. When are you due?
  35. I meant to trim my nails, sorry about that
  36. Did I burn you?
  37. No, unfortunately this room doesn’t have a mirror
  38. Where did you put your slippers?
  39. You have mascara on your cheeks
  40. Did you know you are in the men’s wet floor area?

  41. This area is not for nude sunbathing, please put your bathing suit back on
  42. When you head into the washroom, mention my name, you’ll get a good seat
  43. Your husband just asked me to tell you to hurry up
  44. Please follow me, your wife slipped and fell
  45. Yes, it is our only lounge area, and yes, it is co-ed
  46. Oh, those were old prices
  47. We only take cash
  48. We don’t take tips on credit cards
  49. No, that was a service add-on and comes with a charge
  50. Yes, we take an automatic 20% gratuity, I’m sorry you also tipped.






About Leslie

Spas2b Inc. is a full service Spa Development company, specializing in Online Spa Management Distance Learning Courses, Spa Business Manual Instant Downloads & Resources, and Spa Consulting Services.
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5 Responses to 50 Things your clients NEVER want to hear

  1. Pingback: 50 Things your Clients LOVE to Hear | Spas2b

  2. Leslie says:

    #30 What skin type are you? !! I don’t know how many times I have been asked that same question. And as a woman of color, you probably know that many estheticians just simply do not know how to properly assess your skin. I believe this lack of expertise is more prominent in hotel/resort spas because as you say, training is needed and may even be considered less important because client retention is based on annual visits vs. monthly. What do you think?

  3. OMG # 30! I just had an esthetician at the Four Seasons Hotel in Philly ask me that question three times during a facial. When I met with the hotel manager and spa director later and used it as an example of why training was needed I was told “Well anyone can have a bad day”. Not surprisingly they felt the service was acceptable.