From Frustration to Empowerment: Taking Control of Difficult Client Interactions

communication podcast


If you're feeling frustrated and overwhelmed with difficult clients in the bridal industry, constantly dealing with last-minute cancellations and demanding requests, then you are not alone! Despite your efforts to provide exceptional service, you may find that some clients are still unsatisfied, leaving you questioning your skills and professionalism. But fear not, there are proven strategies to improve client relationships and create a more harmonious and successful bridal business.

By implementing the insights and strategies shared in this episode, you can enhance your client relationships, minimize misunderstandings, and create positive experiences for both you and your clients. Remember, it's all about empowering yourself and learning from these challenging situations.

Watch the video on YouTube, Listen on Apple Podcasts or Spotify, or catch the Highlights in the blog article below!

Episode 63: Clear Communication, Happy Clients: Secrets To Success In The Bridal Industry


In this episode, you will be able to:

  • Develop strategies to tactfully handle challenging clients in the bridal sector.
  • Uncover the vital role of precise communication for managing client expectations.
  • Establish sound practices to set boundaries with overbearing mothers of brides.
  • Draw positive lessons from complex interactions to fuel your professional growth.
  • Discover the power of feedback in fostering a healthy business environment in the beauty industry.


Dealing with Difficult Clients

In any business, be it bridal or otherwise, dealing with challenging clients is a reality that must be faced. Rather than avoiding it or being overwhelmed by it, it's beneficial to approach these situations strategically. This involves understanding the behaviors and dynamics at play, and using strategies to mitigate the potential for conflict. This way, you can preserve your energy and maintain focus on providing excellent service to your clients. 

Instead of placing blame solely on customers, approach such situations with a goal of bettering yourself and your businesses overall. This proactive, self-reflective perspective gives the power back to business owners, allowing you to control the narrative and learn from the experience.

Tracking Data Not Emotions

Keeping track of data rather than responding to every situation with your emotions can be a game-changer when dealing with challenging client situations. This tracking strategy enables bridal hairstylists and makeup artists to determine whether they are experiencing isolated incidents, or if there are underlying patterns that need to be addressed. 

With this information at hand, you can pivot as necessary, improving both your service and your relationships with clients. Data-driven analysis paired with an element of introspection is key for managing difficult interactions. I strongly encourage self-reflection and keeping records of incidents to identify if negative experiences are recurring or if they stand out due to emotional responses. It may feel as if this is a problem you're running into consistently when you're upset and in the moment.  But if you focus on the data rather than the drama, you may find that it's not as frequent as you think and can make tweaks to your policies or systems without needing an overhaul to your business.  More often than not, an extra touch point in your communication can reduce reoccurrence to almost zero.

Communicate Your Policies On Your Website

Proactively communicating company policies to clients can eliminate a lot of guesswork and potential misunderstandings. Present information clearly and plainly to avoid any confusion and to ensure clients engage with your business with the right expectations. This practice not only fosters transparency but also build trust, enhancing your reputation in the process. When you make it a habit to have open communication with clients before their appointments, it gives clients a clear understanding of what to expect and reduces the chances they will be unprepared or unhappy after the fact. 

Handling Difficult Interactions

Whether it's due to miscommunication, unrealistic expectations, or simply misaligned personalities, difficult interactions are bound to occur. The real test of a business is not whether such situations arise, but how they are handled. The response to these situations sets the tone for future interactions, can turn negative situations around, or even transform challenges into growth opportunities. I'd like to challenge you to retrain your brain to view negative interactions as an opportunity - a chance to take control, grow, and improve. The path to empowerment comes from ownership of difficult situations. By retaining a positive perspective and taking lessons from these exchanges, a challenging situation can become an enlightening opportunity to bolster your business and improve customer experience.

Want the rest of the strategies discussed?  Listen to the rest now!


Timestamped summary of this episode:
00:01:04 - Dealing with Difficult Clients,
Sue talks about how difficult clients are not limited to just brides, but can also include moms and bridal party members. She emphasizes the importance of taking responsibility as a business owner in how we communicate and interact with clients.
00:02:17 - Importance of Identifying Negative Behaviors,
Sue advises listeners to identify recurring problems and negative trends in client behavior. She emphasizes the need to adapt to shifts in consumer behavior and evaluate if our own business practices may be contributing to the difficulties.
00:07:12 - Evaluating Business Practices,
Sue encourages listeners to leave their ego behind and evaluate their business practices objectively. She discusses the need for processes and systems to mitigate issues such as ghosting and miscommunication.
00:12:55 - Tracking Data Not Emotions,
Sue highlights the importance of tracking data to accurately assess the frequency of difficult client situations. She advises against getting too emotional in the moment and suggests keeping notes to better understand and address the underlying issues.
00:16:37 - Importance of Repetition,
Repetition is crucial in getting the message across on social media. Creating more carousels and reels can help flood the platforms with your content.
00:16:59 - Using PDF Guides,
Creating a well-designed PDF guide can be more effective than sending a lengthy email. It helps break down important information and increases retention. Premade templates are available for customization.
00:18:31 - Communicating Policies on Website,
Don't bury important policies in a contract. Clearly communicate them on your website and during initial conversations. People often don't read contracts, so it's important to have multiple touchpoints for policy awareness.
00:20:02 - Preparing Clients for Trials,
Before scheduling a trial, send a breakdown of the booking process to clients. Clearly state trial policies, including the need for a second trial and associated costs. Informed buyers are better than disgruntled ones.
00:25:06 - Dealing with Unprepared Clients,
If a client shows up unprepared despite your efforts to inform them, have a conversation about a second trial and its cost. Make it clear that their lack of preparation is not your responsibility. Evaluate if they are a good fit for your business.
00:31:28 - The Importance of Communicating Directly with the Bride,
It is crucial to focus on the bride as the client and communicate directly with her. Policies should be set around making the bride happy and providing the best experience on her wedding day. Communicating through the mother can lead to complications and misinformation.
00:32:57 - Prioritizing the Bride's Happiness,
The bride is the one getting married and leaving reviews. It is important to prioritize her satisfaction and ensure she has a wonderful experience. Moms may not have the same influence or reach as the bride's friends.
00:34:45 - Tips for Interacting with Moms,
Moms may struggle with technology, so phone calls can be more effective than emails or texts. Miscommunications can be resolved through direct conversations. If a mom becomes rude or intimidating, it is important to shut down the conversation and demand respect.
00:36:29 - Being Prepared with Policies,
Having clear policies in place is essential for handling difficult situations with moms. It is better to have a plan and be prepared than to be caught off guard and unable to respond. Policies provide a basis for addressing conflicts.
00:41:18 - Handling Difficult Interactions,
When faced with a difficult conversation with a mom, it is important to stay calm and professional. Follow up with an email if necessary and avoid venting on social media. Having structured policies can help address conflicts and provide guidance.


What's Next? Register for my FREE training, The Essential Systems You Need In Your Bridal Beauty Business To Achieve Higher Levels of Success & Freedom.  You can watch on demand and learn the exact blueprint I teach to my students inside Next Level Bridal Business on how to grow strategically and sustainably without burning out.