The Legend of Big Foot

I took my wife to the spa for Valentine's Day. We had a "couple's pedicure." We sat side-by-side while each of us had a pedicurist get busy with our feet. This was my first pedicure ever.

My pedicurist sat down on her little stool in front of me and unwrapped the warm, steamy towel that had been wrapped around my feet. She took one look at my feet and announced, "Gee, you sure have big feet - I'm not used to working on such big feet."

Here are my thoughts about our spa adventure:

First, my feet really aren't all that large - I think they're average. It's not that I'm particularly sensitive about the size of my feet...I'm not. If I have big feet, so be it. I just don't know why a pedicurist would comment on the size of a client's feet. I realize that, in some circles, having large feet might be considered a good thing, but those people should read this.

Secondly, in the role of serving a customer, can you tell me if there is any advantage whatsoever to commenting on the size of his feet? Does it help build trust and rapport? Does it encourage repeat business? Does it engage the customer? Does it add value?

Here's the skinny: I'm a guy. I was having a pedicure for the first time in my life. Let's face it, I was squarely in female territory sitting there in a robe at a spa, trying to be a good husband, while I was attempting to blend into the spa environment. Frankly, it was just a smidgen uncomfortable, even though I consider myself a mostly enlightened modern dude. 

Shouldn't a professional pedicurist understand the potential discomfort a guy might have when he's sitting in a spa next to his wife with his feet soaking in a bin of warm, fragrant, liquid? Does providing commentary on the size of his feet add to that potential anxiety, or does it ease it?

There are the lessons to be learned here, I think:

1. If you take your wife to a spa for Valentine's Day, you're better off getting a pedicure than a couple's massage. You don't want a masseuse publicly commenting on the size of your various body parts.

2. If you are a salesperson, or in any kind of customer-contact role, don't make comments that could potentially be offensive. Steer clear of religion and sex and politics. And the size of customers' body parts.

Skip Anderson is the Founder and President of Selling to Consumers, a B2C sales training and consulting firm. Subscribe to the free Selling to Consumers Sales Tips Newsletter.