How Do I Handle a Client Who Doesn’t Like Their Results?

One of the trickiest and most uncomfortable parts of being an esthetician is handling the client who isn’t happy with their results. So, what do you do?  

Dissatisfaction doesn’t always mean failure. Sometimes it’s about setting the right expectations, and sometimes it’s just a communication moment waiting to be handled with grace. The three steps you should follow to handle a client who is dissatisfied are, stay calm and open, clarify their expectations, and offer support.  

Step 1: Stay Calm, Stay Open 

The most critical thing to do when a client says they’re unhappy with their results is to stay calm and stay open. You might feel anxiety or even defensive, but your first job in this moment isn’t to fix or explain—it’s to hold space.  

Your energy sets the tone.  

• Stay open and calm.  You’ll instantly shift the interaction from tension to trust.  
• Avoid being defensive or dismissive. It can escalate the situation even if you’ve done everything right.  
• Listen first instead of reacting. You’ll keep the conversation open and constructive rather than combative.  

Step 2: Clarify Expectations 

Once you’ve created space for the client to express their concern and you’ve actively listened without interrupting or jumping to fix it, the next step is to clarify what their expectation was. More often than not, dissatisfaction comes from misunderstanding, not a mistake. 

• Get all the facts. Start by gently asking what kind of results they were hoping to see or feel after the treatment.
• Record the details. This allows you to gather the information you need without being defensive
• Discuss. Clarify any unrealistic timelines.
• Follow through and follow up. Then you can gently educate.  

Step 3: Offer Support, not Apologies 

After you’ve clarified expectations and helped your client to understand what is expected posttreatment, your next step is to offer supportive next steps without apologizing for doing your job correctly.  

Here’s the distinction: You’re not saying, “I’m sorry I did something wrong.” You’re saying, “I see you/I hear you, and I’m here to help guide you through the next step.” 

You’re acknowledging their experiences without taking unnecessary blame, and you’re stepping into your role as a calm, confident professional who knows how to manage outcomes.