Even the most successful salons will encounter a difficult client from time to time. Whether they’re dissatisfied with their finished look or unhappy with the wait time, it can be disheartening to hear negative comments about your business. Discover our top tips on how you can successfully manage a difficult client and how you can turn their criticism into positivity.
Always conduct a client consultation
Many professionals underestimate the importance of client consultation until they’re face to face with a dissatisfied client. It is essential to provide every client with a consultation so, most importantly, you can find out whether there are any contraindications that may jeopardise their health and safety. However, client consultation will also allow you to find out exactly what your client is looking to achieve from their treatment. If you are creating a bold new hair look for your client, encourage them to bring in photos of examples of how they’d like their hair to look so you can get a clear idea of what they want. It’s essential that you discuss their treatment in as much detail as possible to ensure you are both on the same page.
A dissatisfied client will always appreciate choices, as it makes them feel as if they are in control. If they are unhappy with their finished look, offer them as many options as possible. This may mean rectifying the treatment, for example, if they decide they do not like their chosen nail colour, you may wish to offer to change it for them.
Sometimes, your service may be running behind, causing appointments to run later than expected. If a client complains because of this, always offer them an early appointment or book them in on your quieter days in the future.
Everyone makes mistakes and it’s important that you are willing to recognise your own. Always offer a sincere apology to clients if they are unhappy with their service, regardless of whether you feel they are in the wrong. You should also remain calm and positive and always try to assist the client in the best way possible. For example, if they are unhappy with their service they have received, assure them that their feedback will be taken into consideration and offer them a discount off their treatment or a discount to use on a future appointment.
How do you deal with a difficult client or salon situation? Let us know your top tips in the comments below. You can also join the conversation on Facebook and Twitter.