Below we outline some of the best ways to ensure that even the most difficult customers leave your salon happy…
Whatever you do, do not react or get angry at the client, regardless of how they are being with you.
Staying calm, cool, and collected is the only professional way to deal with a tricky client. The minute you raise your voice, you will only escalate the situation. If you have a private area in your salon, ask your customer if they’d prefer to continue the conversation there, away from other clients.
No matter what the customer complaint, they’ll want to be taken seriously. One of the most important things you can do is listen. Let the customer talk without interruption. It might be this on its own is enough to calm your client down.
Unhappy clients want to be heard… it is then your job to offer a solution to their complaint. By offering the customer a few solutions, this can often diffuse the situation. For example, if they are cross you’re running late do they want to rebook for another time? Or would they prefer to carry on waiting and you’ll give them a 10% discount off their bill as a way of apology? By giving your client reasonable options, you are showing you want to solve the problem.
Saying sorry and accepting responsibility is the best thing to do if the complaint is valid. You will be surprised at just how much people respect honesty and an apology – they can go a long way. However, if you truly feel that you are not at fault, you can still apologise for how the client is feeling, such as, “I am really sorry you feel that way”.
A complaints procedure gives all staff an outline to follow. Have this procedure in writing and make it part of your staff handbook. You can also use any customer complaints as scenarios in your staff training. This will ensure your team knows exactly what to do and say should a client complain.
As a Good Salon Guide member, you have access to our own Complaints Procedure that is free for you to download and use via the members' area. If you are having trouble finding it, do get in touch and we will email it to you.
No one wants a client to leave their salon unhappy and never return. After a complaint, give the client a call a few days after to check if they are happy with the steps you took to solve their complaint. By keeping in touch, you’re showing you care and want to make sure the same situation doesn’t happen again.
One of the best ways to ensure complaints rarely happen is to always carry out a full consultation before every appointment. Remember to ask your client about any treatments they’ve had recently from other hair and beauty professionals and if they have any known allergies or conditions such as sensitive skin. With all bases covered in advance, your client is less likely to have any grounds for complaint.
