Menu
How to deal with client complaints
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.
10. A Handy Tool to Remember - L.E.A.R.N
- Listen
- Empathise
- Apologise
- React
- Now
Freelance Focus
Freelance Focus, is a one stop resource for anyone working as a freelancer or thinking of going freelance in the hair & beauty industry, which includes a FREE downloadable guide filled with advice, useful insights, experiences and tips (from experienced freelancers) to help you understand the steps needed to make the right choices for you.
Top trending
VEGAN
Delivery
Collection
Please login to your account to check stock in your local store.
Delivery
Collection
Please login to your account to check stock in your local store.
VEGAN
Delivery
Collection
Please login to your account to check stock in your local store.
OFFER
Delivery
Collection
Please login to your account to check stock in your local store.
7 FOR 6
MORE OPTIONS
OFFER
Delivery
Collection
Please login to your account to check stock in your local store.
BUY 3 FOR THE PRICE OF 2
OFFER
Delivery
Collection
Please login to your account to check stock in your local store.
6 FOR 5
MORE OPTIONS
Delivery
Collection
Please login to your account to check stock in your local store.
Delivery
Collection
Please login to your account to check stock in your local store.
Delivery
Collection
Please login to your account to check stock in your local store.
OFFER
VEGAN
Delivery
Collection
Please login to your account to check stock in your local store.
MULTI BUY
Back to Posts
Tags
- acne
- advice
- allergy
- apps
- autumn
- awards
- balayage
- barbering
- beauty industry
- blonde
- braids
- bridal
- brows
- business
- capital & i
- career
- christmas
- client loyalty
- color wow
- covid-19
- curls
- eyelash
- facial
- fanola
- festive
- finance
- freelance
- gellux
- hair
- hair care
- hair colour
- hair salon
- hair styles
- hair styling
- hair trends
- hairdressing
- hairstyle
- hairstyles
- halloween
- healthy
- how to
- hygiene
- ideas
- indola
- industry
- inspiration
- interview
- k18
- lashes
- lockdown
- loreal
- macadamia
- make up
- makeup
- manicure
- marketing
- mens
- mental health
- microblading
- nail art
- nail industry
- nail inspiration
- nail technician
- nail trends
- nails
- new years
- nioxin
- nxt
- olaplex
- opi
- party
- pedicure
- ponytail
- products
- professional
- professionals
- pulp riot
- redken
- reopening
- retail
- reviews
- revlon
- salon
- salon finance
- salon furniture
- salon management
- salon owner
- salon refit
- salon services
- salon system
- salons
- schwarzkopf
- self care
- self-care
- self-employed
- skills
- skincare
- skincare regime
- skincare steps
- social
- social media
- spa
- spring
- step by step
- style
- styling
- stylist
- summer
- sun damage
- suncream
- sustainable
- tanning
- technique
- the manicure company
- tigi
- tiktok
- time to improve
- tips
- toner
- toning
- top knot
- training
- treatment
- trending products
- trends
- tutorial
- updo
- upskills
- valentines
- vegan
- vegan beauty
- veganuary
- wahl
- waxing
- wedding
- wella
- wellbeing
- wellness
- winter
- winter nails
- yovanka loria extensions
Latest Posts
- Beautiful Hair Moments From The MET Gala
- The K18 ingredients you need for your cleanest hair yet!
- A Week In My Shoes - Yovanka Loria
- Is K18 a Protein?
- Chantelle: Capital & Me, my self-employed journey & the importance of networking
- Meet Sophie, owner of ‘Sophie’s Lashes & Beauty’ which she has been running now for over 7 years!
- K18 Biomimetic Hair Science vs. Bond Builders
- K18 & Your Salon Services - How to incorporate K18 Services for Ultimate Hair Restoration
- What is K18 and how does it work?
- From Money Worries to Family Drama: What's Stressing Your Skin & Hair the Most?
Related Posts
Skinician Q & A | Your Salon Facial Peel Questions Answered
Introducing Skinician. Skinican offer a range of professional treatments, facial peels and more...
How do Brits feel about “cheating” on their regular hair and beauty professional?
Discover the results of a new survey on UK consumer loyalty to hair and beauty professionals. Nearly 7 million admit feeling more guilty about 'cheating' on their hairdresser than a romantic partner.
2023 hair and beauty trends you need to know about!
The New Year looks like it’s going to be full of self expression and your clients are going to want to glow from head to toe. Read on for our guide to the trends you’ll need to nail.
The Winter Nail Trends 2023
Hello 2023! The nails trends you need to follow this year are here...and we LOVE them! To find out what styles you should be rocking read more...
Let's Party
Nothing says celebration quite like a new look! Check out these luxe party tips from some of the best in the hair business.