Quality you’ll wish you’d stocked up on sooner arrives when you understand the mysterious client who slides onto your massage table and utters those seven little words: “Just do whatever you want.” It sounds like a dream client – complete trust, no opinions, total freedom! But experienced spa professionals know this phrase often means anything but simplicity. This client isn’t giving you carte blanche; they’re speaking in a secret code that requires decryption. Understanding the psychology behind this statement can transform frustrating consultations into incredibly loyal client relationships.
Let’s be real: when a client says “do whatever you want,” they’re rarely actually telling you to unleash your wildest aesthetic whims upon them (unless you’re working at an avant-garde fashion week pop-up, in which case, carry on). More often, this phrase is a mask for something else – anxiety, insecurity, decision fatigue, or past negative experiences. Your job becomes part therapist, part detective, and all professional as you gently uncover what they truly need beneath what they’re saying.
The Five Types of "Do Whatever You Want" Clients
Not all blank-check clients are created equal. Understanding which category your client falls into will help you tailor your approach perfectly.
The Overwhelmed Newbie: This client is intimidated by the menu, the environment, or the technical jargon. They might not know the difference between microdermabrasion and hydrodermabrasion, or why they’d choose a salt scrub over a sugar scrub. Their “whatever you want” really means “I trust your expertise more than my own confusion.”
The Burned-Out Regular: This client has decision fatigue from their high-pressure job, family life, or just adulting in general. They make choices all day long and their spa visit is their escape. Their “whatever you want” means “Please, just take the wheel. I’m too tired to think.”
The People-Pleaser: This client is afraid of being “difficult” or “high maintenance.” They might have had a bad experience where an aesthetician sighed heavily at their requests. Their “whatever you want” means “I want you to like me and not think I’m a hassle.”
The Truly Indifferent: A rare breed, this client genuinely doesn’t have a strong preference. Maybe they’re just here for the experience, the relaxation, or because their partner gifted them a certificate. Their “whatever you want” actually means what it says.
The Secretly Specific: This is the trickiest one. They claim to be easy-going but have a very specific vision in their head they’re refusing to articulate, often out of fear that it’s “silly” or “too much to ask.” Their “whatever you want” means “I want you to read my mind and suggest exactly what I’m already thinking.”
Your Toolkit for Decoding the Mystery
So how do you, the amazing professional, handle this? Arm yourself with the right questions and techniques to turn a vague directive into a clear treatment plan.
1. Ask Strategic, Either/Or Questions: Instead of the overwhelming open-ended “What would you like?” try closed-ended choices. “Are you looking for something more energizing today, like our citrus aromatherapy option, or something deeply relaxing, like lavender?” This makes the decision feel smaller and more manageable.
2. Use Visual Aids: A picture is worth a thousand words. Having photos of results from different services—like the shine on a head after a straight razor finish with professional clippers, or the glow after a dermaplaning treatment—can help a client articulate what they find appealing.
3. Identify the “Why”: “What brings you in today?” is your most powerful question. Their answer reveals everything. Is it stress? A big event? Skin concerns? Self-care? If it’s stress, you might recommend a calming hot stone massage. For a big event, perhaps a lash and brow tint for definition in photos.
4. Leverage Your Expertise with Confidence: Frame your recommendation from a place of authority. “Based on what you’ve told me about your skin feeling congested, I would really recommend starting with our facial steamer to open the pores, followed by a deep cleansing treatment. That’s what I would want for my own skin in your situation.” This builds immense trust.
Building Trust That Turns "Whatever" Clients into Regulars
The end goal isn’t just to get through one service; it’s to build a long-term relationship where the client feels seen, heard, and incredibly well-cared-for.
Document Everything: Use your client cards or software diligently. Note not just the service performed, but the products used (ItalWax for sensitive skin, Cirepil blue for coarse hair), the pressure they preferred, even the music they liked. When they return and you say, “I remember you loved the ESS eucalyptus scent last time,” you show next-level care.
Under-Promise and Over-Deliver: This is the golden rule. If you think a lash lift will take 45 minutes, quote 50. If you think a gel manicure will last two weeks, say ten days. Exceeding expectations is the fastest way to build unwavering loyalty.
Create a "Menu For The Indecisive": Have a few signature packages ready to go for these moments. “Our ‘Total Reset’ package is a client favorite for when you just need us to take over. It includes a 60-minute custom massage, a hydrating oxygen facial boost, and a paraffin dip for your hands.” This removes the burden of choice entirely and positions you as an expert guide.
The Products That Support Your Expertise
Having top-tier products at your fingertips is what allows you to make those confident recommendations. Nothing builds trust like amazing results.
For the client with sensitive skin who’s nervous about waxing, your assurance is backed by using the gentlest products like Lycon or Berodin waxes, followed by a soothing application of post-wax lotion to prevent ingrown hairs.
For the overwhelmed guest seeking radiant skin, your ability to perform a multi-step treatment using a ultrasonic scrubber, a high frequency machine, and a premium serum from a line like Tuel Skincare demonstrates a level of care that turns a one-time “whatever” client into a lifelong devotee.
Your equipment, from your massage table to your towel warmer, sets the stage for professionalism and comfort before you even speak a word.
Embrace the "Whatever"
The next time a client hits you with the “do whatever you want,” don’t see it as a challenge. See it as an opportunity. It’s a blank canvas, but one that requires you to first understand the texture and dimensions before you start painting. It’s your chance to truly showcase your skills, your intuition, and your care. By mastering the psychology behind this phrase, you stop being just a service provider and become an indispensable wellness partner. And that’s a client relationship you’ll definitely want to keep.
