Customer Complaints: How To Make The Best Of A Bad Situation Both Online & Offline

Get a Quote
Share
Tweet
Share
Share

Effectively dealing with either unhappy clients or simply difficult customers is a key skill whether you own a salon or work freelance in the industry. Within the hair and beauty business, you’re bound to encounter displeased customers from time to time, so this blog looks a little into best practices on how to make the best of these situations, both online and in the salon environment.

 

customer complaints salon

Listen & always remain calm

Whether it’s to your face at the salon, over the phone or online, when a complaint comes in, listen from start to finish and try to never interrupt. Staying calm at this frustrating time will help to diffuse tension and once the customer has had their opportunity to rant and be heard, they are often much calmer themselves.

 

customer complaints salon

Never take it personally

It’s easier said than done, but try not to take it personally. If it’s your salon, your treatment or your staff that is coming under fire, try to remember that it’s just one customer out of many and it’s not a personal attack on you.

 

customer complaints salon

Don’t argue

No matter how negative or heated the complainant gets, never argue back with them. Remaining professional at all times will impress the potential customers that can overhear the complaint and sets a good example for your other staff.

 

customer complaints salon

Find a suitable resolution

Do the best you can to find a suitable resolution as quickly as possible that is both reasonable for your client and your business. If you need some time to decide how best to proceed with dealing with the complaint, take the time to explain this to your client and set a deadline for a resolution. This way, there is an endpoint to the conversation and you can make your decision on how you’d like to deal with the problem without feeling under pressure.

 

customer complaints salon

Don’t take abuse

Never accept abusive language or behaviour from a client. No matter how upset they may be, this is a professional environment and you’re within your rights to ask them to calm down and return to talk to you when they can have a conversation about how to resolve the problem.

 

customer complaints salon

Don’t let it happen again

The main thing to take away from complaints and bad reviews is how to prevent them from happening more than once. Look into how the problem arose, who was involved, what the actual issue was and work out the best ways you can put practices in place to make sure it doesn’t happen again.

No matter how great your salon and staff are and how fabulous your treatments can be, unfortunately, dealing with complaints or bad reviews are a way of life. Hopefully, it’s few and far between for your business, but having a process in place for when these things occur will help to diffuse the situation quickly and a resolution to be presented calmly and effectively, leading to the least amount of disruption to the salon as possible.

 

What are your top tips for dealing with complaints? Share your experiences with us in the comments on Facebook and Twitter.

Salon Saver also provides insurance for salons. For further information, please visit our Salon Insurance page.

Are you protecting your business?

As one of the industry leaders in insurance for the salons and hair and beauty sector, we learned a thing or two about what makes a great insurance policy. But don't just take our word for it — design your own unique policy online and find out what we can do for you.
Get A Quote

Leave a comment

*

*

Our Reviews

4.9 / 5 Based on 210 Reviews

Very quick and simple to do! So happy everything is covered with no fuss! Thank you! x

1 week ago

A really quick and easy service to use,would highly recommend.

on Feb 5th

Absolute love the idea I can pay monthly for my insurance! Thank you x

on Jan 25th
© Copyright 2018 Salon Saver | Salon Saver is a product of Henry Seymour & Co (Barkdene Ltd) which is authorised and regulated by the Financial Conduct Authority.Registered in England No 1842617 Insurance Brokers. All rights reserved.
Get a Quote