5 tips to handle the client complaints in your salon
As a service industry, we always have to face some unhappy clients and their complaints. In fact, many clients don’t speak out their discontent and simply leave for your competitors. So pay attention to solve the clients’ complaints. Changing the way of thinking, complaints from your clients are valuable feedback, they reveal the disadvantages of the salon. You should even praise them rather than be angry with complaints. If you handle complains well, it is also a challenge to leave a good impression of the salon and go out with satisfaction and win loyalty again.
Dealing with customer complaints is easy to make mistakes. Here are some tips I have tried and experienced to delight your unsatisfied clients at your salon and spa.
1. listen first
Listen to your clients and figure out the reason for their complaints. Don’t disturb them or stop them from expressing their opinions to avoid them be angry. It is important to make your clients feeling heard and feel your respect to verify their concerns. When they finished, repeat their concern again to show you have listened to them, if necessary, ask the question to clarify the dissatisfaction.
2. Figure out the underlying reason
Different clients have different complaints. You need to understand exactly what factors are contributing to their unhappiness. Maybe some clients are dissatisfied with your inadequate services, while others may want to get some discounts or gifts. Finding the cause is more important than drawing a conclusion. Then you can use the appropriate method to solve the complaint.
3. Solve the problem
After clarifying the cause of complaint, if it is your fault, please apologize sincerely and solve the problem as soon as possible. Put yourself in your client’s shoes, you need to remedy the solution that you will be satisfied with if you were the unhappy client. You can also consult your clients about the acceptable solutions they want. All you have to do is correct your mistake and make them happy again.
4. Give up something
We always strive to satisfy every client and stay a deep relationship. But If they are a constantly difficult client, let him go is better for your business. If it is not your fault, don’t admit it. Because they would tell others about their ugly experiences, and others would do the same things again.
So recording the client’s situation can help you to solve the problem more efficiently. MMF beauty software can do it and never lose the customer data. You can check it out at any time.
5. Record the practice
Create a form with MMF beauty, a cloud-based online booking software, to record clients complaints and prevent further similar problems from occurring. Record the details such as date, content, and solutions etc. Consider useful feedback and implement your service. You can also send an email by MMF beauty based on the record to ask clients to come back again.
Every step should be carefully and effectively. You can start a free trial to see how to manage the salon better with the magical features of MMF beauty.
