Real-Life Decision Making
Where an esthetician works can impact the services they provide. Some
spas, such as hair salons with spa rooms, tend to do more waxing, tinting
and nails. These are faster services that do not require tranquility or "wet"
rooms for body treatments. Larger spas often get more massages and facials.
They are better equipped with change rooms and waiting areas for before and
after treatments.
You are an esthetician at a medium-sized spa. Your spa is getting some
interior design work done to update its look. Today, the tranquility room
is under renovation. You are using a smaller, private room for body treatments.
The spa is still open and the receptionist is making sure all the clients
are aware of the renovations before they book a service.
Clients who come to your salon are used to the layout of the spa. It is
a bit tricky to keep working during the renovations. But most of your clients
are understanding -- until today. You've just finished doing a body wrap for
a client. The client was used to changing in the change room, having the wrap
done in the tranquility room, and then relaxing in another special area.
Today these areas are closed. So the client changed in the small, private
room where you performed the wrap. The main waiting area is temporarily serving
as the relaxation area. The receptionist told the client about the renovations,
but she is not pleased. And she tells you all about it. She says she does
not want to pay because the service was below the standard. She did not feel
relaxed.
You talk with her about the service she received. You explain about the
renovations. You remind her that the receptionist warned her about the renovations
before she booked her hour-long appointment. But she does not care. She still
does not want to pay you.
"Understanding people is an absolute. Making decisions is an absolute.
You are a chemist, a detective, and a good listener. You will use every skill
you possess on a daily basis," says Debra Heinsohn. She owns a skin care specialty
salon in Dallas.
What do you do?