In our recent blog titled, 4 Reasons Why Following Up With Your Client Benefits Your Lash Business; we discussed the importance of connecting with your clients after their appointments.

One of the key benefits highlighted was about catching customer complaints before they spread through town like Chinese whispers.

Regardless of whether you think you do an exceptional job, or your salon very rarely gets complaints – it’s important to know HOW to handle an unhappy customer should you come across one.

Read these 3 quick tips on how to approach this often sensitive situation.

 

1. How NOT TO respond to negative feedback

• NEVER tell them they are wrong, even if they are. The first rule in customer service is that ‘the customer is always right’. Take a deep breath, and let them be ‘right’.

• Do NOT yell or raise your voice at them or respond aggressively. Doing so will only aggravate the situation and ensure they never want to come back.

 

1. How TO respond to negative feedback

• Always apologise first – sincerely. Next, ask your client what you can do to rectify the problem. They’ll likely tell you what they want to happen. Then action it. Right there and then on the spot.

• Thank your client for expressing their concerns. When a client feels heard and valued, you will have likely stopped them from venting to their friends, family or online.

• Ask open-ended questions that help you get to the bottom of why they’re unhappy. Some clients might say, ‘I hate it’ or ‘it doesn’t look good’. By asking what they’re referring to, e.g. ‘Is it the length or the shape of your lashes you’re unhappy with?’ or ‘We you hoping for a more natural-looking set over volume?’

 

1. Resolve the issue

• Only use a refund as your last point of call. You want to improve on the experience. Use your customer service and lash artistry skills and win them back. That is more valuable than the refund – for both of you.

• Make them an offer to rectify the situation. In most circumstances, the client just wants to feel valued and heard. Generally, you can resolve the issue quickly, providing you (or your staff member) stay calm and collected. The offer may be to invite them back to the salon and fix their lashes/brow free of charge. It might be the latter combined with a voucher for another treatment to use whenever, or an add on treatment to their next service.

 

Remember to do your best every time. Listen, be compassionate and if you stuff up, put your ego aside. Everyone makes mistakes, but how you handle the situation speaks volumes on your business and work ethic. It’s also what will turn that unhappy client into a repeat customer.

Good Luck Lash Boss!

 

PS. Join my free Facebook group: The Lash Business Lounge.
It’s where I help you improve your business model, and answer your biggest questions.