When someone makes a mistake or a misunderstanding between two people occurs, the results can be disastrous. But things do happen in every aspect of living, including in your salon business. Sometimes, they end badly with the loss of your customers. In order to avoid a bad ending, we offer some tips that should help you get from a bad situation to an acceptable resolution.
You should assign one or more employee to the role of customer support. These employees will be in charge of handling disputes, mistakes and misunderstandings if and when they occur.
Learn to have a good attitude when it comes to complaints. Whilst no one enjoys listening to someone complain time and time again, remember that complaints will help you improve your standard or work and overall business.
So listen closely to the customer and really hear what she is saying about the problem she encountered. Customers want to know they are being heard and not just patronized, so be sincere when paying your full attention to them. Perhaps she is not happy with the color treatment she received. If she feels like you are truly sympathetic and want to do whatever you can to make it right for her, then you will have gained a fanatically loyal customer, instead of an enemy.
Once the customer has finished ranting, you must show empathy. Show that you understand their problem and tell them you are going to sort it out for them. You can clarify the problem at this time by asking questions. This attitude will bring about calm, where your customer knows his or her problem will be addressed soon and a positive solution will be found. Walk in your customer's shoes. Take a look at the problem from the customer's perspective.
Apologize to the customer for the problem caused. Whether the fault was on the side of the customer or the side of the beauty salon, it is best to apologize. The next step would be to try to fix the customer's problem at hand. The salon must take responsibility and make it up to the customer somehow. Offer something to the customer to show that you appreciate their honesty. You can go one step further and offer a discount at the next nail appointment.
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Libby Dedman is the founder of www.SalonPreneurGlobal.com - Join the FREE Salon Marketing Community there and share, learn and implement steps to making your salon.
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