How Not to Lose a Sale – Dealing with Disgruntled CustomersMarch 1, 2018Every successful business has a certain protocol to handle business complaints effectively. You don’t want angry clients to feel that you’re not taking their comments seriously. But you don’t want to underplay your stance on the subject either, especially if the client is wrong. Here are some steps that can help you turn that negative comment into a positive experience, for yourself and your client. Here’s what you do… Aim to Appease Them When a client approaches you with a complaint, start off by staying calm. Our first instinct is to go on the defensive, but that might fuel the situation. Instead, tell the client that you are sorry to hear that they aren’t happy with the service, then ask them to tell you what’s wrong. As they speak, steer them to a quiet room so other clients don’t hear. Listen carefully and do not interrupt, even if what the client is saying is wrong. Let them get it off their chest so they’re not as angry as before. Be relaxed and don’t raise your voice. When the client is finished, summarize everything they’ve just said. This will let them know that you were listening. If your salon is indeed at fault, apologize again and offer them a refund. If they want better service, give it. Add in a discount or free appointment. Don’t Play the Blame Game. Learn from Your Mistakes Unless you’ve been receiving a slew of complaints related to the same member of staff, don’t blame them or single them out. The situation was a one-off and should be treated as such. Complaints are a great way to learn where your service is lacking. Use it as a learning opportunity and focus on restoring a relationship with your clients. Be Smart with Online Complaints Online complaints have a greater impact. If your salon receives a complaint online or a negatvie review, act quickly and send a polite private email, inquiring about the complaint, rather than asking them on the public forum. When they reply, say you’re sorry to hear that they had a problem with the service and ask for their contact details so you can talk to them directly. In the mean time, search for any documentation regarding their appointment so you know the details. Tempt them back to your establishment by offering a special treatment, free of charge. Don’t say you’ll give 10%-15% off their next service. For a client who’s already disgruntled, it won’t be worth it. What to Do if the Complaint is Not Genuine There will come a time when a new client might make a complaint in hopes that they receive a refund or a free service. If that is the case, it’s best to stay polite and offer a partial refund. If they become aggressive, stand your ground and say that it would be best if they choose another salon for future services. Understanding Client-Company Relationship Maintaining a proper relationship with their clients is one of the Top Challenges for Salon Owners. It’s important that you learn how to overcome them by the best in the business. At Salon Income Booster, we offer guidance on all aspects of managing a beauty salon including marketing, merchandising and optimizing retail displays among other factors. Contact us to learn the best way to run your salon!