Dealing with difficult customers in your salon
I am sure we all heard the expression "the customer is always right" however how much true there is in it? We know that sometimes this is not the case (and even if it is), you and your salon staff must be prepared to deal with these unexpected (and sometimes sudden) situations.
Also, remember that as a salon owner, not only do you have a duty of care and responsibility towards your clients but also towards your staff members. Make sure you protect your team and be supportive (even if they made a mistake). Your staff members would be much happier knowing they have your support no matter what.
In your next team meeting, why don't you discuss the below guidelines with your team members? This is of course relevant if you own a one-person beauty salon.
First of all, it is extremely important to always remain calm. I know it is easier to to say than done when someone is upset with you however you must remain under control at all times. Behave in a professional manner and be empathetic.
If the unhappy customer is venting in front of other customers, it is important to take the situation out of sight from them. Take the customer to any private area in your salon (even if the kitchen is the only private area left!)
Let the customer explain what the cause of disappointment is (without interruptions) and listen with attention and carefully. Make sure your customer feels heard and validated.
Regardless of what caused the frustration or who was at fault, give your customer a heartfelt apology and offer a solution (or compensation) to them. You could simply ask the question if they would like the situation to be resolved or you can offer them a free of charge session to amend the situation. The last thing you want is people spreading bad reviews on your social media affecting your hard earned good customer rating!
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With Love, Ari xx
