Looking to make your customer service a cut above the rest? If you’re running a bustling hair salon, you’ll have plenty of clients on your books vying for a trim. However, hair is a deeply personal thing, and you’ll inevitably encounter the odd customer who is less than happy with their cut. Accidents happen, but they don’t have to be a scary thing — studies show that 83% of consumers whose complaints are dealt with effectively actually feel more loyal to the brands involved.
So, what’s the proper way to handle a customer’s complaints after cutting their hair? Let’s look at three key steps to solving the problem of an unhappy client.
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Stay calm and collected
It’s vital that you take a professional stance towards complaints. As any seasoned stylist will tell you, there are many things that can go wrong in a hair salon, from accidental burns and reactions to just poor styling. In the heat of the moment, customers might refuse to pay, or even threaten legal action — but it’s not the end of the world, and doesn’t necessarily spell trouble for your business.
In times like these, it’s worth remembering that you’re protected against most minor accidents by your insurance plan. Hairdressing insurers Salon Gold explain that “the range of tools and products you use as a hairdresser creates various risks, as they could potentially harm you or your clients”, like bleach treatment or scissors. However, “if you’re faced with a compensation claim, having the right insurance in place can protect the future of your business”.
So, take a breath, and relax — even if a customer is kicking up a fuss, there’s no need to worry. Instead, remain calm and focus on minimizing any immediate disturbance to your other clientele. Offer to take the customer into a separate room to discuss the issue, and relax your body language — body language experts from Security Guards suggest that an attentive posture, open arms, nodding, and smiling can help facilitate conflict resolution during tense moments.
Apologise and make amends
It might sound obvious, but a simple ‘sorry’ can help to diffuse tension and move any difficult conversation towards a resolution. Even if you don’t feel that you or your staff are personally at fault, apologizing and attempting to understand how your unhappy client feels are hallmarks of professional customer service.
When you want to learn more about the situation, customer success experts from Tidio explain that it can help to repeat a summary of the customer’s concerns back to them. This will flag any miscommunication you’ve had with the individual and “reassure them that you really listened to them and want to take care of their case.” Once you’ve gotten to the root of the problem, you can propose some solutions.
The appropriate response to take will depend on the nature of the problem. However, there are some common actions that can help to show your appreciation for the customer and mitigate any lasting frustrations. You may wish to present a couple of offers and leave it to the client to decide how they want to proceed. Potential solutions include a discounted fee or refund — or, you could offer a salon perk such as “free shampoo service, a blow-dry with styling, or a free massage”.
Follow up at a later date
At the end of their treatment, you’ll want your loyal customers to leave happy with the service they received. In most scenarios, your next contact will be when they call up to book their next session. However, a complaining customer might need a little extra care to ensure they’re happy and keen to return.
If you’ve resolved the client’s problem, it’s wise to check in with them after a day or two to ensure that they were satisfied with the solution and that any discount or refund went through correctly. Not only does this demonstrate your commitment to the customer’s experience, but it will also discourage them from bad-mouthing your business to friends, family, and communities online.
Nowadays, up to 76% of consumers regularly read online reviews to assess whether they’ll shop with a local business. So, feedback on public forums like Google, Yelp and TripAdvisor is essential to keep on top of to maintain a positive online reputation.
Ultimately, customer complaints are nothing to be scared of — they provide the opportunity to build a loyal, satisfied client base for your business. It’s important to learn from mistakes and stay positive in the face of criticism, ensuring customer satisfaction and reducing the likelihood of a problem recurring — by cutting it at the root, if you’ll pardon the pun.
