Close
Management Practices

5 Quick Tips for Handling Client Complaints

Lauren Salapatek | August 26, 2013 | 8:42 AM

5 Quick Tips for Handling Client ComplaintsKathy Jager, author of "As the Chair Turns" sends out frequent e-mail newsletters to her subscribers. Here, she offers 5 quick tips for handling client complaints, a difficult topic to address.

"With 20% of clients leaving your salon yearly you need to know how to turn a negative experience into a positive one! Knowing when clients are dissatisfied and doing something about it before they tell all their friends is a great way to customer satisfaction," says Jager.

"Complaints are a gift if you are willing to resolve the situation to enhance the client’s dissatisfaction. Remember most clients don’t complain to you, they will walk away, never to return but tell everyone they know their personal experience with you."

Here are a few tips to redeem their trust:

Acknowledge their Disappointment: You need to be able to read the clients face and body language when you sense disappointment. Ask them how they feel about their new look or service and offer them the chance to express the truth.

Repeat What they said: To ensure they know you heard them, repeat their complaint and share some new insight or suggestions to help fix the situation.

Show Appreciation: Acknowledge that you value them as a loyal client. Say you’re sorry they are disappointed and create that safety net to get them to respond with the second opportunity to let you redo the service to give them what they want.

Keep Your Promise: To fulfill their needs whether it has to be something they need to come back for, honoring a gift receipt, or promising not to repeat the mistake.

Create Open Communication: Be a conscious listener…Hear what they are saying and ask a lot of probing questions to create an environment of faith and trust of being their personal stylist.

Remember: Complaints make room for growth personally as well as professionally, just take the critique and learn from it.

Facebook Comments

More from Management Practices

Management Practices
Management Practices

Dos and Don’ts When Communicating with Upset Guests

July 31, 2018

They say the key to every great relationship is communication – and handling a guest complaint is no different. It’s not ideal to have to communicate with an upset guest, yet we’ve all been there and it’s likely we’ll be there again someday. Here are the dos and don’ts to keep in mind to help you successfully communicate with upset guests.

Management Practices @vanessapalstylist cutting a precision bob hairstyle. 
Management Practices

SALON TODAY RECOMMENDS: Strategies for In-Salon Education & Minimizing Stylist Turnover

Lauren Salapatek | May 4, 2018

What kind of continuing education do you have at your salon? Are you inspiring your employees to reach their full potential? This month Aveda Means Business covers topics from in-salon education to minimizing stylist turnover. Learn some ways on how to attract stylists who are passionate about the business and who will fit in with your salon’s culture.

Management Practices Sponsored by L'Oréal Professionnel

OWNER TO OWNER: The David Rios Salons’ Secrets to Providing 5-Star European Service for the Country’s Most Demanding Clients

May 2, 2018

Many of the country’s most brilliant, talented and powerful people live and work in the Georgetown neighborhood of Washington, D.C. They’re politicians, diplomats, attorneys. Also professors and students at the nation’s top universities. So, if you’re servicing these people in your salon, you had better be at the very top of your game.

Load More