Dealing With Complaints

If you’re a salon owner, you already know that dealing with the occasional complaining customer is an unavoidable part of your job. Don’t take it to heart. There isn’t a salon owner or salon employee out there who hasn’t had to face an unhappy customer or two. Whether they’re displeased with a service, a product, or a long wait time, the good news is that there are plenty of simple ways you can turn their complaints into compliments.

Step Outside
If possible, ask your unhappy customer to walk outside or to a empty room with you. You don’t want other customers to overhear the conversation, and it’s important that you and your customer have a quiet, one-on-one conversation. Sometimes simply walking away together to another space helps to diffuse the situation.

Don’t Interrupt
Listen carefully to what your customer has to say. Don’t be defensive. Often, when a customer is upset about something, they really just need to talk about it with someone. For example, a customer who’s disappointed with a haircut may seem confrontational initially, but as you listen to them share their side of the story, they begin to calm down. This gives you time to quietly decide how to resolve their complaint. Ninety five percent of customers will give you a second chance if they feel that you handled their complaint in a timely, respectful manner.

Be Empathetic
It takes patience, but it’s in your best interest to try to understand where your customer is coming from. Even if you don’t necessarily agree with the validity of his or her complaint, it’s important that you view the situation from an unbiased angle and that you display empathy and compassion.

Make your customer feel like you’re on their side. Speak in a sincere, warm tone, and be sure to express that their satisfaction is your number one priority.

Act Quickly on Social Media
If your complaints are occurring outside the salon on a social media site, you’ll want to handle them in a swift manner. Don’t delete negative comments. Instead, respond to them quickly, reacting in a professional, concerned manner. Start out by stating that you aapologise for their dissatisfaction. Then, politely ask your customer to contact you in a private message. Complaints can often be contagious, especially on social media sites. Moving the conversation from your page to your inbox eliminates the risk of public scrutiny.