When Clients Aren’t Happy: Strategies for Beauty Professionals

[00:00:00] Welcome to this week's episode of Beauty Babble. Today we're talking about how to handle dissatisfied clients. Unfortunately, it's a reality of the service industry regardless, right, what services you provide, we're gonna have dissatisfied clients at some point. And so Suzanne and I today decided to talk a little bit more about that. 

[00:00:22] How are you doing, Suzanne? I'm really good. I'm really good. And this is a topic that I'm really glad we're covering because actually it's been coming up, I think, a little bit more and more. Unfortunately, this is never going to go away. And I think hopefully some ideas that we have will help you to prevent. This happening, and not always can you prevent it. 

[00:00:46] So there's a lot of times we don't know what's going on in their heads when they arrive into the treatment room, right? Yeah, it's, I think too, like, it's gonna happen, how do you handle it, right? Cause sometimes, you know that saying, [00:01:00] like, you can't make everybody happy. It's the truth and there are ways that you can address a situation and then learn from it so that in the future you could be more preventative, but unfortunately, yeah, like sometimes you're just going to have to face it head on as it's happening. 

[00:01:18] Why don't we kick it off by talking about ways that you can tell if your client is dissatisfied because there's two types of clients, right? There's going to be the one that will tell you. But there's also going to be the client who won't say anything, but you mentioned this earlier about body language and being able to tell when somebody is not having a time in your service or a good experience. 

[00:01:46] Yeah, absolutely. That's one of the things that That quiet person not really engaging in that conversation. You know, when, when you have that client, I mean, we all know the one that's like, Oh my God, just love you. What would I [00:02:00] do without you? You're amazing. Do whatever you want with me. Like, you know, those are just like, Oh my God, those are the best. 

[00:02:06] And there's such a great ego boost. And, and, you know, you know, this is why you're doing this in the industry. Then you have the one. Where they're a little quiet and you're checking in with them. Let's say, how are you doing? Are you, you know, whatever service you're doing with them. And like, yeah, like they just don't respond in the way that you're, you're hoping. 

[00:02:29] And then sometimes we get in our own heads. So is it because, I don't know, you're doing a facial and they're relaxing? Or they're waxing and it hurts so they're really focused on trying to disengage themselves from the situation? So I think with their body language is another one. When you ask them a question, can they look you in the eye or do they avoid you? 

[00:02:52] Are they shying away from it? Like you can, you think of a child when you ask them a question, they're shy and they don't want to talk to you. Like, [00:03:00] look at their body language. They're telling you they're not comfortable. With what you're asking them. That doesn't matter their age. People and their body language, you know, will tell you if you're, if you're watching. 

[00:03:11] And this is something I know that there's no training, like, you just learn to do the service that you're providing and they don't dive into how to deal with people. You know, and I think the body language, I mean, well that's what 80 percent of communication? Yeah. And I think it's huge. That's big because you will have the clients that are just quiet like they're they're quiet personality It's just the way some people are and I think of like if I'm like when I was doing a pedicure and have some clients who would be sitting back eyes closed Yeah, like that to me is somebody who's quiet and doesn't want or they're reading their book, but they're completely relaxed But then you've had the clients who are just sitting there Looking at what you're doing Kind of, you know, their bodies a little bit more tensed up. 

[00:03:58] Yeah. Right? Like, [00:04:00] there's certain things. And listen, it could be, like, you never know what is happening in somebody's day. And this is like the tipping point. But I think it's just being able to address, like recognize. When somewhere. Yeah. When somebody just seems like they're not in a good place. And just checking in. 

[00:04:20] I mean, it could be something else, but how about asking questions and finding out that will take you another step into your customer service as well, right? Yeah. And fairness is comes with experience. I was going to use a pedicure example because they're usually the best. Yeah, they are. Right? You can tell if they're engaged in conversation or don't want to talk. 

[00:04:39] That's number one. But then how do you figure out, are they happy or not? I had a scenario too where it was two people together. They were friends or maybe mother daughter. Can't remember, but there was two together and my client had, and I think I've probably talked about this already, red polish and just kept putting coats over top of it. 

[00:04:59] [00:05:00] And never used a base coat and my colleagues. This person had nothing like I think a clear light opally kind of shimmer and it was from her last pedicure. So obviously there was a base coat. She took that off in two minutes, 20 minutes later, I am dealing with this red polish, red polish, and I could tell this lady was starting to tense up. 

[00:05:25] You can feel it. And that's part of the thing of this industry is the touch. Right. You can tell when someone's not very happy. And then I'm like going deep inside, I'm like, Oh, I can't believe you came in here like this. Jesus is going to take me forever. I'm already behind. How am I going to keep up and look like we try to work really hard to keep them looking the same at the same pace. 

[00:05:48] So they don't feel they're getting a different service because they're, she was watching I could tell right away. Yeah. And so I checked in with her. I said, how are you doing? I'm really sorry. It's just taking me a little longer to remove your polish. I [00:06:00] really need to make sure it's all off so I can do a really good job. 

[00:06:03] So bear with me. You know, type of thing. And her friend said, yeah, what kind of polish is that? Mine just comes off so easy. Yours just stuck on it. Thank God. She goes, how long has she been doing that on you? Like it was. So the other client saved me, but this client started off in a negative way and she kept that way throughout the service and I could feel it. 

[00:06:22] So I checked in, I said, how are you doing? I said is there something I can get you? Would you like a tea? Do you drink tea? Like I, anything I could do to keep offering. And it wasn't every five minutes. It was just checking in. And then I grabbed her feet. And I remember squeezing them, and I just looked at her and said, Okay, I want you to just take a breath. 

[00:06:43] I need you to relax. You're really tense. Can you relax? Are you a person that can relax? And she was like, Oh. And then she, I think, was surprised that I could read it. Yeah, right. And I think you guys know what I mean. When you're listening to this, you can tell when someone's not like working with you as you're [00:07:00] moving your feet, you're fighting the whole time. 

[00:07:01] Right. And so she's like, okay, yeah, yeah, it's fine. And then, you know I can see that she felt off. And then I'm now going, okay, I need to prevent right away. I went into preventative action rights from the beginning. And I think that's when we talk about reading somebody, she's going to complain. Right. 

[00:07:19] That she's feeling gypped because they're going to finish at the same time. I'm going to make that happen pretty darn close, but knowing that I went, I'm going to have to extend this a bit longer to prevent the complaint. You've got to read it. I'll just have to move her to another room while her polish dries. 

[00:07:38] Or I'll have her put on flip flops and we're going to go to another room and I'll polish you there. Because we need the room. Because we needed the room, right? And I'm going to finish you there if you don't mind. I'm really sorry, it just took me longer to remove the polish. I'm going to put it back on her for that one. 

[00:07:52] I think that communication is really, is really important. Huge. Yeah, and that's the one thing I, that's an example, [00:08:00] but I think it's also too, like when we talk about, so what if, what if I didn't do it? And then she does actually complain. So you, first off, you know, you got to stay calm inside. We're like, Oh my God, they're really upset. 

[00:08:12] And sometimes they throw you off and you think it's gone really well. Those are situations that happen. So you have to, you know, step out of yourself almost. And it's not about you. Like just figure out the situation you're dealing with. Try not to take it personal. I mean, there's a lot of self entrepreneurs here. 

[00:08:32] So entrepreneurs, so you don't have a manager to bounce it off of. It's you. Right? So you need to stay calm, show empathy, don't stand rigid and mad in your face, like, they can read you too. Yeah, be aware of your own body language. Your own body language. You know, many times it's like I just, when you feel empathy for someone, I know myself, I put my hands in front and I just say, Oh, I'm so sorry to hear that. 

[00:08:57] Like, you genuinely have to do [00:09:00] you, you can't fake it. But what do you do when you hear someone you're, you know, I don't know, your best friend just gave you the most horrible news and you're face to face. Do you stand there rigid and look at them all like, Browse down and perked lips and no, you're like, Oh my God, like you, you automatically change your, your views, right? 

[00:09:19] Like your body language. And I think that's a huge part is showing the empathy of it, even though you did an amazing job. Well, I think it's because it's a service phase. It is hard not to take it personally because it is something you did. You did a service and then they are not. But I think that a really important thing that I try not to do or have tried not to do is to justify or explain why I did what I did regardless of whether I had a good reason behind it. 

[00:09:50] You know, like your pedicure example, like you had to take the time to take off that red poly. It doesn't matter. What matters is that you, like, start off by [00:10:00] apologizing, saying I'm really sorry. You need to validate. Yeah, I'm sorry. And then listen, like, tell me about, you know, so I think it's just, don't try to say, you know, I'm sorry, but I had to take off your polish or, you know what I'm saying? 

[00:10:14] Like. Absolutely. I'm so sorry. Yeah. This is, you know, my, my main goal is to, you know, have. You be satisfied and walk out of here happy. And I, how can, how can I make this better or something like that? You know what I'm saying? Like, not, not just do not justify yourself because that just becomes an, a defensive argument. 

[00:10:36] And at the end of the day, I say this to people about communications and being online. It's really not about you. It's about your customer. It's about your client. So listen to them. And then give them what they need. What do we always say? The customer is almost always right. Yeah. But in the end, you gotta make them feel like they're always right. 

[00:10:59] And that's a [00:11:00] hard one, and I get it. And you need to have, like, you need to be really clever smart, you know, intuitive. When you're dealing with someone, if you think you're flipping this, I mean, I have a scenario that I had with a nail and she called in and I probably shared this story because it's still vivid. 

[00:11:19] It was one of the worst experiences I've seen a staff go through and, and at the front desk, same thing. And she wanted a nail tech and our senior tech was unavailable. She's booked. But, but I did say we have a junior tech and I had to tell staff, listen, we have to distinguish you as a junior tech because you need more time. 

[00:11:42] There could things go wrong and it's not to demean you, it's just to help save the situation. Do you know what I mean? These things. And this lady was really upset. This poor girl, she worked for two hours on this lady's gel nails. And I'm telling you, I would, I would, I thought they were [00:12:00] great. But the lady used the junior tech thing, she said, I'm not happy, she doesn't know what she's doing. 

[00:12:07] And I said, Oh, I said, that's interesting that you feel that way. Why do you feel that way? We'll look at them. And she called them chicklets. Some of you don't know what chicklets are, but Google it. And they weren't. They were really good. I said, Oh, I said, well, she said, I just really wanted the senior tech. 

[00:12:23] I said, if you got the senior tech, those are the nails you would have. See, look at mine. You don't like these? She goes, well, that's not the point. She kept fighting. She, anyway, so listening to her, I said, I'm really sorry that you're not happy. Let's go in the room. It won't take long. We're going to remove them. 

[00:12:43] Well, that's unnecessary. I just want a refund. And I said, Oh, I said, well, cause I could, I knew from experience what she was after and she wanted the free nails basically because her nails were beautiful. They were there [00:13:00] weren't because I just say let let's go in and fix what you think is wrong with them. 

[00:13:04] I offered everything to her and she didn't want us to touch her nails, but she wanted a refund. And we offered everything to her and it was a tough one and was a hard one and I pushed a button. But again, I was the manager, so I could do that. Yes. But I'm going to tell you, I basically fired her as a client. 

[00:13:27] Well, and I mean, I think that she was not  

[00:13:30] like, that's not right scenario, but you get sometimes people and I've heard this in today's. I have a, you know, a person that reached out and says, I just want to, I want to bounce this off you. I feel like she just, she just used me. And I said, well, you're probably right. 

[00:13:46] If you feel that way, listen to it. Tell me what happened. So there was pictures she took before pictures took immediately after treatment. And this client was saying that all of this happened to her face within [00:14:00] hours. There's no way that would happen. It's just impossible. And she's like, thank God I took pictures. 

[00:14:08] This lady went home and did something because you could see it. So there's no way your face turns like that within a couple of hours. Yeah, I think that brings a good point to do before and after pictures. Because then you have the, the proof that you know, it's not you. I think that, I lost my train of thought. 

[00:14:31] I've had people who, like, generally weren't 100 percent happy. For example, I'll use a pedicure scenario. Great service, did everything amazing, loved her. At the end, her polishing was not very good. Like, it just, it wasn't good. And that's what the client focused on. And we were, like, you know, I won't say we were high end spa, but we weren't cheap. 

[00:14:52] You know, we weren't going in with these, you know, keep add ons, like, do you want, you know, this and that to your pedicures? No, you come in for pedicure, this is the [00:15:00] standard you get. It's a, it's a hour and a half pedicure. And so, I said to go, absolutely. He said, you know what, I'm really sorry you went through that. 

[00:15:10] I have a few options for you and then you see which one works. We can repaint you. Do you have time right now? Or would you like to come back and you tell me when you can come in and if we can't fit you in, I'm going to do it for you. Now I had staff, right? So we had a lot of people that could help out with this scenario. 

[00:15:28] If you're on your own, you need to figure out how to do it. You need to follow up. That's why you should follow up always. Especially a new client or new service, but then you're genuinely actually caring about that client and what's going on with them and say, you know what, I know I could have done a better job. 

[00:15:45] You're, I'm so sorry. You know what, let me redo this for you. Yeah, I think that's, that's part of the, like, you know, you want to listen to them, you want to be empathetic, you want to apologize. You want to ask questions to really [00:16:00] understand what it is they don't, you know, because somebody What part didn't they like? 

[00:16:03] Yeah, they're really No, it's the Polish part or it's, you know, so you get the information, write it down while you're asking. And then something that you've touched on in the stories that you've told is that you've offering options for solutions, you know, whether can we redo it for you? Would you like to come back another day and get it done? 

[00:16:21] Just showing that that you're willing to fix. whatever is the concern. And like, you know, sometimes you're not going to find the solution and they just want that refund. That's fine. It becomes part of it. I think the most important thing is to document it so that you have a record of what happened. 

[00:16:42] Because six months or a year down the road, if you're an independent, they can come back. You might not remember unless you have a record of what happened so that you're able to be a little bit more. Preventative. But I think too, whether or not it's that client, if [00:17:00] you, you know, write it down, and then when you have more time, go back and like, kind of what's it called? 

[00:17:06] Like, go over the situation and find ways, how can I prevent this from happening in the future? A learning experience, right? Absolutely. And that's also important too. Yeah. So sometimes too, like, and, and actually this was a regular client. This was her regular client, and I don't know what happened that day. 

[00:17:27] We don't know. She was surprised, too, the staff member, because it happened to be at the desk, where, and how is your pedicure today? It's like, oh, it's okay. And right there, it's like, you gotta read that fast. And I, and I, you know, I happened to be there. That's how I, I said, oh, I said, did I said, oh, were your expectations not quite met? 

[00:17:47] And I'm direct. You just got to ask them because then they don't and they're like, well, no, it's not that and they're Suzanne. Don't worry about it I need to see don't worry about something's wrong. So I took her to the side and I asked [00:18:00] her I said, you know what? I said your satisfaction is important to us But also to her like if it was you Doreen I would say it would be really, you know Doreen wants to know like she would never Intentionally not do a good service for you. 

[00:18:14] But how do we help improve? How do we do and this is what we do here You We're going above and beyond every time. Yes, we can have an off day, we appreciate that you're willing to let it slide this time, but that's not, we don't want anything sliding. So can you be specific? What part of the pedicure didn't you like? 

[00:18:35] Was it rushed? Was she not gentle? I start laying, handing out what could go, was the massage not good? Not herself was she just not herself and you could read that like what is it and just well, you know I looked at the polish and I thought it's the polish but I wanted to hear it from her mom I said so at the Anderson, how about the end results? 

[00:18:56] What do you think? And she was well, and that's why I meant it's the [00:19:00] polish. Yeah Like, you know, she wasn't the best and I knew that, but I was willing to let it go. But this time it's just really, I said, yeah, I said, that's okay. So do you know what? We can fix that. That's an easy fix. If you allow us to do it, please. 

[00:19:15] And then I offered the timeframes and stuff. But you need to propose that fix, as you said, immediately. That you're willing to do it and, and some clients are like, Oh my God, don't even worry about it. I'm not coming back for polish or just whatever. And then we made a note for that client because she was a regular client. 

[00:19:34] I said, and I talked to the staff and she's like, Oh my God, really? I just, I don't know what's with that polish. And I understand that some polishes, it's like when they're bad polished, just say, you know what? I'm really sorry. This one's no good. I'm having to toss it, throw it out. Get a new one. Don't polish drop thinner in it and whatever remedies you guys are figuring out to do throw the thing out Get something new. 

[00:19:58] Yeah newer right and Sam [00:20:00] really so I know you love that But here's some similar colors because it's not gonna go on. Well, you're not gonna be happy I think it goes back to communication, right? Like, exactly. Yeah. That polish was terrible. I grabbed it and said, why would you polish with this? Look, it's not even moving from the brush. 

[00:20:17] Like, it's just terrible. So then, and actually going forward, what I did was I said, that's it. I need to figure out another solution in my head to make this better for my staff and for service purpose. So that's when I changed my whole process to pedicures and bought the little guys. And I included them in the service. 

[00:20:38] Here you go. And this way we got a brand new bottle every single time we worked on a client. So I wanted to change and prevent learning. You learn from that experience. Exactly. You need to grow with it too. Right? So I saw the minis. I said that you're going to give that out. I said, yep. I mean, the cost is in the [00:21:00] pedicure. 

[00:21:00] I put it in there again, business side. You guys, you got to think about that, but I'm not making money on the polishers. I just want to cover the cost. Cause I have. Some people put it in there as making money on the Polish too. Anyway. So, you know, you just really, really show genuine empathy. How do you. Resolve it immediately if possible, and if not immediate, when are you going to do it? 

[00:21:24] And then after, what's important, is a feedback. You follow up. So then, after I knew Odreen came in to have another polishing done, the next day I called Odreen. Or someone had to phone. If I couldn't do it, I had reception take care of it and say I need to phone. In this day and age, I mean, a lot of people are doing texting, direct messaging through social, whatever it is that you're going to do, do it. 

[00:21:50] And it's important. So how did it go? I said, you know, was it better? Oh my God, it was amazing. I love this color. It looks amazing. It's so good to hear [00:22:00] that. Thank you for letting us. I'm going to fix this for you. It means everything to us. You have to do that. I mean, there's clients who push the button and you know you're not wrong. 

[00:22:13] And I've been in customer service like since I was 15. And guess what? I know they're wrong. That small percent. But I will find a way for them to understand. Because as you say, word of mouth is huge. They're going to leave and the biggest thing that happens is they're going to go and tell ten people how bad it was. 

[00:22:34] But when it's really good, they don't do that. They don't even share their experience. It's unfortunate that that hasn't changed, right? It's really not about like right or wrong, right? Because I think that at the end of the day, like I think just, you just have to follow your pride and just try to make it better. 

[00:22:52] And like you, like I think you've given a few really good scenarios and that sometimes you just can't make it better. And it's a refund. Or sometimes you can make it [00:23:00] better by asking the questions. One thing I really like is just acknowledging that the, what they're telling you isn't complaining. It's actually helping. 

[00:23:09] It's feedback to make us better. It's important for, you know what I think, 99 percent of the time it is. Yeah. And as an individual, like your scenario was more multiple. staff situation, right? There's more people. But if you're on your own, it's really relaying your values to your client. Again, like it's important to me that everybody leaves feeling a certain, whatever your value is. 

[00:23:33] And so having a way that you can get that feedback and I think first recognizing there's an issue and then, and then finding a way that you can get that feedback. But I think that's Sorry, I didn't mean to cut you off. No, and I know I've talked about staff. I have Sarah, even myself, I've been through like it was a client with electrolysis and, you know, she's again, hair growth cycles, if you know how that works. 

[00:23:59] So I'm working [00:24:00] with that. And it's really important to get it at the antigen stage, the growing stage, and that's the optimum time to go. Try to weaken and kill a hair and it's no different than laser, right? And this client was like, yeah, but look at this. It's coming through and a few days later. There's some hairs It's like you're missing them. 

[00:24:17] So then I sat down with her and I said, okay, listen, I spent about a half an hour with her Educating her on hair growth cycles Even though I talked about it, so I spent the time, I drew, I'm not a great, I don't draw well, but I can do a follicle and a hair, and then talk about the, and now, now in today's world, you can Google it with your phone and show them, you know, but giving them an understanding so they can see and then giving them a goal, like your goal is, I'm, I'm telling you within a month, you're going to see a difference, but you need to allow me the time to do it. 

[00:24:53] Please trust me, I will make you happy. That's confidence too. And sometimes what that's where we're [00:25:00] like, Oh my God, but what if it doesn't happen? This is why your education is really important. And that you understand the why behind what you're doing. So whatever that service may be, a lash tech, whatever it may be, you know, know your lashes are not going to fall off because I'm using this, this, and this. 

[00:25:15] And you know, so, you know, that's why it's important to, to understand what it is that you have, maybe. And then allowing the time, like maybe after you've educated them on it, follow up a couple days later and say, how are you doing? Tell me what you've noticed now, right? If they've had a bad experience. 

[00:25:33] So yeah, you know what I noticed that, you know, cause she was a tweezer. So, and I said, well, you can tweeze every day, like five to 10 hairs. Do you know how many growth cycles she had? Good Lord. It was a lot of growth cycles. So there's always looks like a hair, you know. So anyways, that's one example. And I, I spent the time just educating her. 

[00:25:54] I had her come in, come in. I need to see. That's another one. Try not to do this through a [00:26:00] message. If you have to do messaging, that's okay. But that also distance people. It changes the whole thing if it's personal and you bring them in to you to see you. Now sometimes when they complain say no I don't want to come in. 

[00:26:17] That's a phone call because I think like messaging or at least understand the tone and they can understand your tone. So I just do a phone call or FaceTime, whatever it is, just find a way then not to lose the context and the tone in what you're trying to, because people read you the way they want to, they want to, So true. 

[00:26:38] Feelings they're having. Yeah, thanks for saying that, especially today's world, because everything's a message. Who does phone calls anymore? Yeah. Not too many, right? So it's always a message, but yeah. Absolutely. But yeah, so I think, you know what, listen apologize. So if [00:27:00] you're really busy, it might be hard, but figure out how you're going to help them with the solution and then follow up after a couple of days later or something, just see if you did do the fix or the, or the offering of a redo or whatever it may be, then, you know, like if it's a facial and you can't do another facial right away, can you, what can you do for them? 

[00:27:21] Yeah. You know, or, or offer the next time they're in, let me make a note, let's book your next facial, you know, because not always can you repeat the service. And I understand that too, right? But yeah, I think that's a big one. Yeah, but you can change that negative experience to a positive. And I think that's the goal for you and them. 

[00:27:39] You don't, I don't know about you, but when someone complains about me and my service, I'm like, oh my God, but I thought I rocked. Like I nailed that. And then you find out you didn't. It's like, oh, what did I do wrong? And you're in your own head thinking, how do I fix this? What could have I done better? 

[00:27:54] What is it that, you know? And I think that's a, a, a part and, and a big one is [00:28:00] learning. Take it as constructive criticism. Yeah. You know, because again, what, 99 percent of the time it's going to be okay. Well, and I think if you have a system to follow, like the suggestions we've given, you make them your own. 

[00:28:14] But then you're, you can have something to lean on because sometimes it can be emotional for you. It's hard not to take it personally sometimes. But if you have something to fall back on to help guide you through the process where you can, and like you said, like it is a learning experience, the more experience you have, the, you know, the more you become aware that this isn't always 100 percent something you did. 

[00:28:39] It's a, it's a whole situational thing and that becomes part of, I always like having things to fall back on so I don't have to think of anything on the spot. I have something prepared and that's what I pull out, even if it's like filed in my mind, but I have it prepared and that's what I pull out when a certain situation happens. 

[00:28:56] Yes. So I'd be interested in any of our [00:29:00] listeners, readers, any of our listeners have their own stories and solutions that they can share with us, right? Yeah. Absolutely. Hear how others have done it. It's a different world today and, and you know, people are you just don't know what's going to trigger someone today. 

[00:29:15] Yeah. And like you said, sometimes you could do everything right and you just can't figure what went wrong and, and they're just being ridiculous. Sometimes it's not. Even the service or it's you, it's them, whatever's going on in their life could be part of it. And sometimes they admit it. You know, I was just having a really bad day that day. 

[00:29:34] It wasn't that bad at all. It was just my head space at the time. Even that I still said, well, we still need to do something for you. I think it's still, like, regardless of the situation, though, the steps would still be the same. Like, if you just go through the steps of, like, listening, apologizing, and finding a solution, and then following up, documenting everything, those are, you know, you can apply that to [00:30:00] any situation. 

[00:30:01] When it comes to an unhappy or dissatisfied client, and then figuring out how, you know, the solution is where you can get creative. And that would be very specific to the incident. But I think that the steps are going to be the same. So it's something you can have in your back pocket. Absolutely. And if you're not sure, and you're on your own, you do a scenario with someone. 

[00:30:25] Yeah, I used to do it with staff when there's there, they were a little quieter. Yeah. Yeah. A little more timid, right? And I said, okay, I'm going to have to, we're going to do some training. Cause it was a training thing. So I can see what this person is. Oh my God, this poor thing's going to like break down and cry. 

[00:30:39] Cause they're just here to do service and want to make the client feel good. And I understand that's what we all got into it for. But man, some people are going to eat you alive. So I do a scenario based. Okay, I'm going to be a really not a nice client to you. So let's, let's do this. Like what? So I roll, we role model like role played. 

[00:30:57] And when you work alone, like you can find a friend to do that with, [00:31:00] or someone in the chat, GPT, to do it with you. AI! Yeah, I think so. You know what, if you have someone else, a colleague, someone you know, maybe they don't even do the same service as you, but they can pretend everyone's had this situation. 

[00:31:15] Or your mentor, you know, there's a lot of ways. We'll do it. Yeah, call Suzanne. She'll help you. Sure. I'm always here for you guys. 

[00:31:26] Amazing. Okay. Well, I think we've, we've covered what we needed to share in this episode and hopefully we will hear back from our listeners on some stories that they've had.