In the latest episode of *Operation Med Spa*, hosts Rebekah Brannon and Janelle Cordtz dive into one of the most challenging aspects of managing a med spa: handling upset and angry patients. No matter how excellent your services or how well-trained your staff is, dissatisfaction is inevitable in any service-based industry. However, Bek and Janelle offer practical strategies for turning difficult situations into opportunities for growth.

The episode starts by acknowledging that there are different levels of dissatisfied clients, from those mildly inconvenienced to those whose expectations were not properly set. Bek and Janelle explain that the first step in any scenario is to listen. Whether it’s a patient who waited too long for an appointment or someone who is unhappy with their treatment results, the key is to ensure the patient feels heard. This simple action can often diffuse a tense situation, showing patients that their concerns matter.

Bek and Janelle also discuss the importance of setting proper expectations upfront, particularly with treatment outcomes. Misunderstandings about what can realistically be achieved are a common cause of patient dissatisfaction. They suggest that med spa managers coach their providers on how to have these conversations before treatment begins. Clear communication about goals, budgets, and treatment timelines helps ensure patients understand what to expect.

The episode also covers more extreme situations, such as when a patient is consistently unreasonable, disrespectful, or aggressive. In these cases, Bek and Janelle stress the importance of maintaining a positive and safe environment for staff. If a patient becomes toxic or abusive, it may be necessary to "break up" with them. They share how to approach these conversations with professionalism, explaining that while patient satisfaction is a priority, it should never come at the expense of your team’s well-being.

Ultimately, Bek and Janelle remind listeners that difficult situations with patients are a natural part of the industry. By listening, setting clear expectations, and supporting your staff, med spa owners can turn these challenges into learning opportunities that strengthen their practice.