Few things are as satisfying to salon and spa professionals as happy and confident clients. Satisfied customers are the lifeblood of any spa or salon; they can lead to repeat transactions, positive reviews and even new business. Unfortunately, like all humans, salons and spa professionals can make mistakes. When clients are left unhappy, employees must be prepared to manage the situation.
Tips for managing unhappy clients
It is a harsh reality that any salon or spa professional will encounter unhappy clients throughout their careers. Although no two situations will present themselves in the exact same manner, there are ways salon and spa professionals can work to diffuse situations with unhappy clients and create a better outcome for all.
- Consider the client’s perspective: Clients have their reasons for becoming unhappy or dissatisfied. In many cases, clients may feel the service they paid for did not meet their expectations. When this happens, salon and spa professionals should work to understand the crux of a customer’s problem with the service before offering solutions. This process can be contentious, especially if clients feel they have been wronged. For example, offering a free haircut to a client who was unhappy with their color service will likely not help the client feel as though the salon or spa professional listened to their grievances. Salon and spa professionals who put themselves in a client’s shoes and truly listen to what they are saying will be better equipped to identify potential solutions. Sometimes, simply feeling heard is all a client needs to resolve the situation.
- Do not take it personally: Clients who are unhappy with their salon and spa professional’s service might approach the situation emotionally. When finding oneself in this situation, it is important to keep top of mind that the issue isn’t personal. Simply put, unhappy clients are unhappy because they did not receive the service they purchased at the level they expected. While not all reactions are warranted, negative reviews come with the nature of the business when subjective opinions are involved. Responding emotionally could draw out the situation and worsen matters. Salon and spa professionals who approach unhappy clients with empathy and professionalism will find more success than those ruled by their emotions and the reactions of others.
- Focus on providing solutions: While it is imperative to gain a full understanding of the client’s grievance first, it is important to approach communications with an unhappy client with a few potential solutions in mind. Beginning the conversation with a mutual goal or outcome in mind will help ensure communications remain productive and professional. Having several options allows salon and spa professionals to be flexible while listening to and considering the needs of the client. Once there is mutual understanding of the problem, both parties can work towards a more helpful resolution.
Prepare your team
No salon or spa professional should be put in a position where they are unprepared to manage a problem, mistake or client complaint without some level of training and preparation. Training can help ensure employees are equipped to work with clients in any situation and have the right tools to offer a solution to upset customers if necessary. Without training, employees might be more susceptible to reacting emotionally or making unattainable promises. As no two scenarios will be the same, mock trials with employees can help teach them to think on their feet and familiarize themselves with best practices. From a training perspective, mock training scenarios also give salon and spa owners and managers the chance to see how an employee would react and where they can make improvements.
An unhappy client does not have to become a lost client. Salons and spas who hear out unhappy clients and work toward solutions might find their clients respect the salon or spa professional’s desire to make the situation right. Get started by exploring the ideas mentioned above which can help your salon or spa employees better manage unhappy clients.
Kathy Lopez, Account Manager for SASSI, the Salon and Spa Specialty Insurance program at Brownyard Group. She can be reached at klopez@brownyard.com.
