One of the first things you learn running your own beauty salon or hair stylist service, is that you simply can't please everyone. It's every business leader's goal to provide its customers with not only the best results but also the best customer service possible. However, the reality is that sometimes issues occur, or there is simply no pleasing the client. Nevertheless, it is your job to make sure that these issues are ironed out in the best possible way. So, how can you mediate issues from occurring? Here are a few tips on how to deal with an unhappy client at your salon.
When clients are not happy with the results or with your customer service, it can be easy to go on autopilot and mute their voice. You might think that this is something you've heard before, and you know how to fix it. The real question here is, why does it keep happening? The best way to not only reduce these issues from occurring but take care of the client in front of you is to listen to their concerns. Sure, you are going to have some clients whose demands are clearly not attainable, but most of them will have legitimate issues with your salon. Thank them for their feedback, show that you are listening, and put that feedback into work within the rest of your salon.
Let Them Know It's Okay to Say They are Unhappy
When it comes to retaining clients, it is not the loudest you should worry about but those who don't speak up. Most salons will lose clients that they believed where happy with their work. They won't tell you, but they'll just stop coming into your salon. So, how can you fix this issue? First is to make it known that it's okay to voice their concerns or unhappiness with their results. If you are the supervisor or owner of a salon, it is in your best interest to look around at your clients, speak to them away from the stylist in order to get a more honest answer about their results. This will build you as a salon that cares and offers their clients a voice.
Do Everything Possible
Sure, you should offer a distraught client a free cut to fix their hair, but you should go above and beyond. One of the best ways to truly make sure that your client is satisfied with your handling of the issue is to simply ask, what can I do to make it right? This may include offering them a future appointment, singing them up with a different stylist, or simply refunding them what they paid for. If the issue was caused by your stylists or even yourself, do everything possible to make the situation right.
Apologize & Mean It
It doesn't have to be a total botch of a haircut for an apology to be warranted. This could be as simple as using the wrong water temperature, conditioner, or even missing a few hairs when combing. A sincere apology followed by the remedy for the mistake can go a long way for clients and your business as a whole. Apologizing shows them that you acknowledge the mistake and that you are actively listening to them.
Running a hair stylist service or beauty salon is no doubt one of the most exciting things you can do as a stylist, but the reality is that you will be faced with unhappy clients from time to time. Therefore, it is highly recommended to adhere to the list of tips above in order to make sure that your clients leave happy and keep coming back.