How to handle Complaints from Salon Customers
We look at the best ways to deal with customer complaints within your salon and how to avoid complaints arising again in future through respectfully listening and dealing with it in a gracious way, whatever the reason.
Every salon owner dreads THAT phone call…a disgruntled customer is on the other end, unhappy with the service they received.
However, it is how we deal with these complaints that define us. Even the most experienced of stylists can be caught off guard and have to rectify a misunderstanding.
What to do if a customer is unhappy?
Listen up! Be sensitive and remember, communication is key
Lending a sympathetic ear is key, as the client has chosen to return to you to put right what was wrong. Chosen being the operative word here, as they could have gone elsewhere and never come back, leaving you wondering what you ever did wrong. They are effectively giving your salon a second chance and want a solution.
Let the client talk and explain the problem, without cutting in.
Salon Saviour tip
Remember, body language at this early stage is so important. Actions speak louder than words so if you are face to face with the client, smile, make eye contact and ensure your body language remains open - no crossed arms! If you are speaking on the phone, be pleasant and lend a sympathetic ear, letting the customer know that you take their complaint seriously and want to work towards taking the first steps to finding a solution together.
Constructive criticism is part and parcel of owning a salon and running a business. You need to understand WHY they are unhappy and where the problem lies and find a solution you are both happy with. Which leads me nicely to my next point…
Understand the problem. Why are they finding fault?
After you have let them finish talking, it is important to show empathy and clarify what the problem is. It is likely communication that has got you into this predicament in the first place, so it is vital to be crystal clear in communication moving forward.
Double and triple repeat what they are saying and what YOU are saying to ensure you have fully understood their needs and want to correct the issue at hand.
By doing so, you show you are considerate but authoritative and in a position to put it right, in the hope that it puts the client at ease after the conversation has taken place.
Admit fault, dont get defensive. Show you hear them
IF you or your staff were at fault, the best thing to do is hold your hands up and admit it.
Whether it was miscommunication, a misunderstanding or a results based promise that didn’t come off. Whatever it is be honest.
Even if you believe this not to be the case, the customer is always right as they say! And sometimes you have to suck it up and keep calm.
Regrettably, most complaints will happen in the salon environment, in front of other customers, so it is important to be aware of your surroundings and handle in a professional manner to get the best outcome.
However, if a client behaves disrespectfully or is abusive. You are perfectly within your rights to terminate the conversation and ask them to leave if they continue to do so. You can only put it right with some cooperation on their part too.
Actions speak louder than words, now put it right
Hopefully you have managed to negotiate an outcome that you are both happy with. Now you must put that plan into action and set out how you plan to do so.
Calibrate and explain to the client what you will do to rectify said problem and who will be dealing with them. This should iron out any concerns they may have and that the problem is unlikely to be repeated.
Be completely transparent here, if everyone is on the same page it should make your job easier and maintain a good relationship with the client moving past this.
Learn from the experience
It can be an upsetting experience for both the client and you as a stylist/salon owner, so it is important that we learn from these mistakes to avoid a repeat performance.
Ensure staff have extensive training and comprehensive consultations with their clients to avoid any mishaps in the first place.
This can help guarantee that everyone is singing from the same hymn sheet and the clients expectations can be fulfilled to the highest degree.
Prevention is better than cure - how to avoid it happening again
Communicate!! Be very clear about your understanding of what they are asking. By this I mean don’t just nod and make the right noises, if you have not fully grasped what their demands are. Ensure you have BOTH understood each other and be transparent in your aims, ask questions to further clarify if needs be, and encourage your client to reciprocate.
Mistakes cost the salon money as you can rarely charge for amendments and your staff are having to block out further time to remedy the issue. Minimising the risks at the beginning of an appointment with a thorough consultation is a good place to start.
It is much easier to retain than gain as the saying goes. So make it a high priority within your salon to address any issues should they arise, head on and ensure your team has an in depth understanding on how to minimize the risk of it happening again.
Turn a negative into a positive
Helping a client by fixing their issue and having them leave the salon happy a second time, can often have more weight than just a mildly happy customer on their first visit.
If they feel that you have listened and displayed initiative to solve the problem, there is a chance that they will turn into a long standing customer of your salon and will likely sing your praises to others.
Don’t be disheartened, we can’t please all of the people all of the time.
The key takeaway here is that as long as you do your absolute best for your clients, that is all anyone can ask!
Have a complaints policy in place
A great way to know how to deal with complaints before they arise is to have a complaint policy in place. This way your staff have a point of reference and guide should any issues arise.
To find out how to create a complaints policy for your salon, please click here! And I will take you through step by step, explaining what you need to include and how they can help within your salon business.
Thanks for reading, I hope this article has given you something to think about and help you in your daily life as a Salon owner/Miracle worker!