Human nature dictates your salon and spa will receive client complaints. A salon complaints policy will determine your number of repeat customers.
The best way to handle complaints is to have a written complaint procedure manual in place. All the salon staff including you, the salon owner, should read it and understand its contents. The manual can be updated and reviewed by all staff on a monthly basis.
According to research on many businesses over many years, a number of customers who are not happy with customer service will not complain to the business. They will very often share their grievances with friends, family and business associates. They will also take their business elsewhere in which case; a salon owner is losing a client or clients and not understanding why.
What should be included in your salon's complaint's policy?
Complaints can vary greatly from a slight mention of a minor issue to full blown written or emailed and online complaints. Each one has to be addressed differently and with a full reply.
There is a big difference between a minor in-salon complaint and a written or emailed complaint. Generally, the in-salon complaint can be handled easily; the written complaint, not so much. The response to a written complaint should be handled by you, the salon owner and generally face to face or by phone.
How an employee handles a verbal complaint from a salon client depends on the salon owner. Ensure staff members are fully conversant with the do's and don'ts of dealing with clients, particularly difficult ones. In many cases, the difficult clients with repeat complaints, minor or otherwise should be handled by the salon owner or manager. Other matters of importance include:
The purpose of a well drafted complaints policy manual and a customer information brochure is an indication to both clients and staff you value their feedback and you are committed to resolving client issues in a fair, timely manner.
A friendly, colorful and well thought out brochure for clients can be part of your salon's complaint policy. It should explain how customers can best make a complaint and identify for the client the steps you will take to resolve the complaint. In most cases, this brochure provides customer confidence that your salon recognizes complaints and will do your best to resolve them.
How to write the complaints policy is a matter of how you, the salon owner or your service manager would want to be treated in a visit to a salon. It should be written with a client point of view.
Your policy should begin by emphasizing how to handle complaints. This could be between five to ten headings and be based on your experience with your salon and any complaint issues you came across if you were working as an employee in other salons.
Carry out some research to determine the best method of handling complaints and who should handle them. There are many resources and templates on the internet available for business owners in this regard.
If your staff has been trained properly and provided a complaint handling manual, you are indicating to them they are part of the grievance solving system; this is a great step in improved customer and staff relations.
The following are a few points for consideration on how to write the complaints policy
The first move when a client mishap happens is an apology.
Start off with: "I'm sorry for the inconvenience." and go from there. Do not grovel but respect the client's point of view.
Also, a manager or an owner of a salon and spa should always be involved in coming to a resolution over a client complaint.
Smart marketing is the cornerstone of getting your salon brand recognized. Every client should know that they are important to the success of your business. Therefore, your salon complaints policy should be an integral part of your marketing program.
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