Satisfied clients are essential to a successful hair or beauty business. However, no matter how hard you work or how great your treatments are, it is inevitable that you will encounter angry clients at some point in your career. Research shows that clients whose complaints are dealt with quickly and effectively become more loyal than clients who have never complained. Follow our top 10 tips on how to turn a disgruntled client into a happy one.
1. Listen
All clients and complaints are different so listen carefully to the client’s complaint and do not interrupt. Show empathy and let them know their opinion is respected and valued.
2. Figure Out What the Client Wants
Ask open questions - what, when, where and how - to establish what has happened and what the client wants. What would make them happy? Do they want a refund or just a repair? How can I keep the client?
3. Keep Calm
Never raise your voice or enter a slanging match with a client. Keep your cool, try not to get defensive or take things personally. If the client is making a scene, if possible, take them to your office or a spare room to discuss the situation away from other clients. You don’t want to spoil their treatments.
4. Apologise
Saying sorry can diffuse the situation and accepting you made a mistake shows maturity. If you are sure you are not at fault, apologise for the way the client feels, rather than the situation – ‘I am sorry you feel that way’ apologises to the client but does not accept blame.
5. Make Amends
Always try your best to rectify the situation there and then, showing the client how important customer service is to you and hopefully putting them off from heading to social media to slate your business. Rectify any mistakes free of charge and consider offering a discount on their next treatment. A small gesture can go a long way. For example, fixing a client’s chipped gel polish and giving them a complimentary bottle of cuticle oil or nail lacquer.
6. Follow Up
If you have resolved the client’s problem, e.g. with a refund or discounted or free service, follow this up with a phone call a few days later to check the money has gone into their account or that they were satisfied with their free/discounted service.
7. Be Positive About Future Encounters
Don’t let one difficult customer knock your confidence. Learn from your mistakes and move on. Even if you do not believe you are at fault, do not let a bad experience with a client taint their future appointments. Don’t dread seeing them again. Wipe the slate clean and treat them like you would any other client. Make sure, as always, you carry out thorough consultations in the future, ensuring the client is happy with the service you are going to provide, the cost and length of time it should take. Thorough consultations also let the client know they are being listened to and that you care about their desires and expectations.
8. Know When to Say Goodbye
While dealing with complaints is part of any hair or beauty job, you are not there to be abused or intimidated. If a client becomes too much, politely and tactfully thank them for their business and refer them to another salon that should be able to meet their needs.
9. Stop It Happening Again
Learn from your mistakes and use complaints to identify weak spots in your business. For example, waiting times, aftercare advice lacking. Do what you can to reduce the chance of these problems reoccurring. Get a complaints procedure in place and make sure all staff are familiar with it. Role play can also help here.
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Privacy Statement
This privacy policy sets out how Capital Hair and Beauty Ltd (CHB) uses and
protects any information that you provide when using the
capitalhairandbeauty.co.uk website or otherwise provide CHB with your
personal information.
CHB is committed to protecting your privacy. If we ask you to provide
certain information by which you can be identified when using the website,
you can be assured that it will only be used in accordance with this
privacy policy. We treat all your personal information as fully
confidential and do not pass your information on to third parties without
consent unless legally required to do so.
By providing us with your personal information, you agree and consent to
its transfer, processing, use and disclosure as outlined in this privacy
policy. This policy does not apply to data you place on any publicly
accessible page. For example, when you submit a product review.
CHB may change this policy by updating this page. You should check this
page from time to time to ensure you are happy with the changes. This
policy is effective from 21st May 2018.
What personal data will be processed?
When you shop on this site or in one of our stores, personal information such as your name, email
address, phone number, invoice/delivery addresses, type of business and, where applicable the IP address used
to connect your computer to the internet are collected by us. This data
enables us to process and fulfil your order or transaction. We also ask for your mobile
number, which helps us (and courier companies working on our behalf) to
contact you if there’s a problem with your order.
Other information we collect
We may collect technical information regarding the type of electronic
device used, such as the make and model, operating system, internet browser
and also which pages of the site are visited and for how long. This is
statistical data about our users' browsing behaviour and does not identify
you personally. Debit/credit card details are entered on secure pages
hosted by our payment service providers, whether this be Secure Trading or
PayPal, this data is stored securely on their servers, we do not have
access to this. Where card details are given for payment processing over the phone, we do not record or store these details.
We also use CCTV in our stores for the security of our employees and customers.
How will we process data?
Personal data collected is used in the processing and delivering of orders.
Names, email addresses, mobile numbers, postal addresses and business type
may also be used to send you marketing communications (if you have opted in
to receive them). You can opt out of these at any time by visiting ‘my
preferences’ in your online account.
Browsing behaviour data is collected and analysed to see how well our
website is performing on a variety of electronic devices and internet
browsers.
We also use this data for remarketing in conjunction with Google, which
allows us to display adverts to you on third party websites after you have
visited our website. To opt out of this please visit Google’s ad settings.
Who will process data?
Personal data is stored on secure servers, separate to the website server.
We may share this information with third party service providers employed
by us to perform functions on our behalf, such as courier companies
delivering orders, mailing companies sending postal mail, email service
providers sending emails and texts (SMS) and payment service providers
processing payments. PayPal transactions are subject to the PayPal privacy
policy.
We may also share certain data including email addresses (if you are opted
in to receive emails from us) with third party social media platforms in
order to show you targeted ads when you visit them. Third parties such as
Google use cookies to store browsing behaviour data, which enables us to
use their remarketing services. Please refer to our cookie policy for more
information.
Why are we processing data?
We require this information to provide you with a service (processing
orders), it also helps us to ensure that content on our sites is presented
in the best way for you and the electronic device used to access the
content. To send you information regarding our products or services (if
requested by you), protect you and us against fraud and to notify you about
changes to our service.
When will data be processed?
This data will be processed when your order is picked, packed and
dispatched by our distribution centre, or if you enter a competition or
free prize draw. It will also be used every time we send a marketing
communication, if you have opted in and the communication is deemed by us
to be relevant to you.
Any user specific browsing data will be retained for 26 months after you
last visited our site, after which time it will be deleted.
Unsubscribing from marketing communications
To unsubscribe from marketing communications please visit the ‘my account’
section of your online account and select ‘my details and preferences’. You
can then change your opt in preferences for email, text and post.
Alternatively simply click on the unsubscribe links that are sent out with
each email/text or get in contact with us.
Right to access your data
You have the right to request a copy of the data we hold about you, or to
have your data erased in certain circumstances. Please contact us if you’d
like to request this. Please note that depending on your interactions with
us, some data may need to be retained due to legal requirements.
This policy was last updated on 23rd May 2018
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