Dealing with client common complaints in a salon on a daily basis is a fact.
A good company policy is to have a complaint procedure in place the day the salon opens. This can help a great deal in settling issues amicably that arise between a salon and unhappy clients.
There are many common complaints that are shared by all salons. The grievances provided in this article are some of the more common ones.
Thankfully, many clients take their complaints to salon staff or management and can be resolved in-store amicably.
What you will learn in this article
The article focuses on the most common complaints in a salon and gives advice on how to effectively address and resolve them.
Table of Content
- What Is a Complaint In a Salon?
- What Are the Main Steps to Resolving a Complaint In a Salon?
- 47 Examples of Common Complaints In a Salon
- How to Best Handle Complaints In a Salon?
What Is a Complaint In a Salon?
Many clients walk in the door with issues that are the result of poor styling or treatment at another salon. They are either too embarrassed to return and have the matter settled or have just given up with trying to resolve the complaint.
Many salon clients have stories of bad haircuts, indifferent hairdressers or stylists, and just plain poor service. As terrible haircuts and botched styling are often immortalized in client photos, hairdresser's mistakes stick with them long after the client exits the salon door.
What Are the Main Steps to Resolving a Complaint In a Salon?
A good salon always recognizes complaints.
They are usually made first to the stylist involved in the service but should be handled by a service manager or owner. Remember, resolving a customer complaint is part of customer service.
One of the first steps for any salon is to have a complaint procedure in place. If you do not have one, the following steps can be useful to handle complaints:
- Listen carefully to the client.
- Don't interrupt.
- Let the client have their say.
- Every complaint deserves a full reply.
- If the complaint involves a staff member, get the staff member's point of view and take notes before sitting down with the unhappy client.
- The complaint should be handled by just one person to avoid the perception the client is being ganged upon. It also avoids mixed messaging and confusion.
- If the complaint is about an individual hairstylist, it's best for both you and the client to move to the privacy of an office in the interest of clients and staff.
- Keep in mind, body language is very important. Don't cross your arms and stay relaxed. Ensure you have a look of interest and empathy.
- All complaints need to be resolved quickly but don't rush the client. Think about turning a negative into a positive.
- At all costs, avoid arguing. This only makes a bad situation worse. Your goal should be improved customer service.
- After all the facts are in, provide the client with a choice of several common-sense solutions to resolve the problem.
47 Examples of Common Complaints In a Salon
- Not listening to client request
- Not looking like the hairstyle in the photo the client brought in
- Using too much bleach or dye
- Cutting the ear with scissors
- Water too hot or cold for the client when being shampooed
- Quality of extensions and glue / clips
- Conduct of other clients in the salon
- Booking not in the salons appointment calendar
- Music too loud in the salon
- Poor hygiene and cleanliness
- Rude or disrespectful staff member
- Overuse the dryer
- Not accepting credit cards and being cash only
- Ignored when arriving in the salon
- Treatment feeling rushed
- Stylists and other staff consistently chatting to each other
- Staff member not showing up for the appointment
- Tip being added to bill without clients knowledge
- Staff member not talking to client
- Not being told about charges for service add-ons such as deep conditioning etc
- Treatment cost more then what was booked for
- Poor blending of roots when applying color
- Cutting the clients neck with clippers
- Inconsistency across stylists in a salon
- Double booking so client doesn't get their appointment
- Damaging the hair through over bleaching
- Late running stylist
- Cutting hair too short
- Servicing too many clients at the same time
- Calls to make a booking go unanswered
- Salon too hot or cold making it uncomfortable
- Botched perm job
- Uneven cutting
- Bad color corrections
- Wrong opening times online, such as Google My Business or website
- Treatment taking too long
- Skin redness due to no spot testing
- Fake reviews on Yelp or Google my Business
- No response to complaint
- Being too pushy with retail sales
- Client going to old address as new address not update online
- Email & SMS marketing when they did not opt-in to such marketing
- Getting burnt with hair dryer or hot irons
- Highlights too heavy
- No refund / gift vouchers of a poorly delivered service
- Styling to difficult to look good when home
- Being sold the wrong after care products by the stylist or front desk
How to Best Handle Complaints In a Salon?
Keep in mind it is always best to have a happy client leave the premises than an unhappy one.
This does not mean opening the vault to make a client happy after a botched or less than perfect styling procedure. There is nearly always a middle ground where the client is happy and the salon is happy and the solution is a win-win for all parties.
In summarizing the above, the high points are:
- listening to the staff member;
- listening to the client;
- taking notes;
- being empathetic;
- and if you value both the client and the staff member, arriving at a solution that keeps the staff member happy, satisfies the client, and provides you with a sense of satisfaction.
In other words, a win-win for all parties.
Common Related Questions?
- How do I deal with unjustified complaints?
- What is the difference between a justified and an unjustified complaint?
- How do I deny a refund to a client?
- How do I handle a client’s unfair complaint against an employee?
Addressing common complaints in a salon quickly and satisfactorily is a big plus for a salon brand.
All clients are important to the success of your salon and a happy client is a repeat client.
Do you have questions or responses to this article? Connect with us today. We’ll respond to your queries or concerns as soon as possible.