What should you do if a client complains about a treatment?

When a client expresses dissatisfaction with a treatment, acknowledging their feelings is crucial in maintaining a positive client-provider relationship. Apologizing shows empathy and demonstrates that you value the client's experience, even if the treatment may have been executed correctly according to protocols. Offering an incentive, such as a discount on future services, not only acts as a form of recompense but also encourages the client to return and gives them a chance to have a more positive experience. This approach can help to rebuild trust and shows that you are committed to customer satisfaction.

In contrast, dismissing the client's concerns can lead to feelings of neglect and may cause them to leave without resolving the issue, potentially damaging your reputation. Simply referring them to another professional might not address their immediate concerns and can leave them feeling unheard. While offering a discount is a goodwill gesture, without first acknowledging the problem through an apology, it may not effectively resolve the situation. Thus, the combination of an apology and an incentive is the most effective way to handle a client complaint.