You will always encounter another person who may have a different vibe in the service industry than yours. This can lead to unpleasant experiences. We are taught that the customer is always right, which makes it difficult to know how to resolve this problem.
Every client experience, no matter how bad or good, is an opportunity to learn. We learn to communicate and engage with all types of personalities, regardless of their preferences or expectations.
Are we able to be flexible enough as beauty professionals to adapt to any situation? Can we also be savvy enough so that everyone feels satisfied?
In-House Horror Clients
Horror stories can fill salons and independent salons. This means that you may have at least one of these horror stories. Horror clients tend to be grumpy throughout the session. They tell you how to do your job and then make a scene about the horrible haircut.
We might fall for the trap of thinking that we are at fault because we didn’t deliver the service promised. Every beauty salon in East Village should have procedures and policies in place to handle unhappy clients. These situations require you to set and maintain boundaries.
What point will you be willing to surrender to chaos? What will you do? Professionalism is just as important as standing firm. You don’t want a client to get involved in your frustration and anger. Any experience in your salon is your responsibility. You should aim to extinguish the flames, not add to them.
Active listening is a great way to practice with clients who are upset. Active listening refers to the act of actively listening. This is a learned skill. Active listening is a learned skill. It is important to not interrupt clients, regardless of whether they are expressing gratitude or anger. Instead of viewing it as inauthentic, or repressing you voice, think about this: You are savvy.
Everybody wants to be understood and heard. This is why conversations can seem like they are going in circles, with each side trying to prove their point. Try to take a deep breath and remember that listening is the first step towards creating a conclusion. Listening is sometimes not enough. Your body language can suggest that you don’t care. This is where being savvy comes in. Active listening can help you be more aware of your body language and focus your attention there.
Active listening is repeating to someone what they are saying back to you, acting as a mirror. You might say, “I hear you are upset because you don’t like your haircut. Is that right?” This helps clients feel heard and trains them to be calm and present.
Clients often feel more relaxed when you listen to them. They feel more understood when they repeat their words back to you, and they don’t need to repeat or exaggerate.
They Are Featured in Your Reviews
Someone may say something about you or another in your career. How do you deal with a negative review? Do not ignore it! If the situation calls for it, apologize and/or admit fault. Responding to reviews with a response will show grace and your presence to potential clients browsing reviews.
Thank you for your feedback. Consider the review as a learning opportunity.
Don’t engage in deeper conversation with angry clients over the review platform. If things get heated, request that they call the salon to discuss the matter further. If they do call, you can return to active listening.
Negative reviews can have a significant impact on ratings. But don’t let that stop you from improving your craft and expanding your client base. Keep improving your craft and expanding your client base, and positive reviews will soon outweigh the negative. Don’t let the negative reviews get you down. It is not always easy to build a reputation.
We do not recommend that you fully refund a service unless the client made an extremely serious mistake. No matter how unhappy the client is, it’s not necessary to offer a discount for any service. It is your right that you get paid fully for your services. The value of your work does not depend on the opinion of others.
While it is true that every complaint does not merit a refund, it may be easier to extinguish the flames with a discount if your client is determined to get their money back or ruin your online reputation.
It’s helpful to define policies that you are responsible for:
- What can you offer an unhappy client? A percentage of a return? Discount on future services 20% discount on a session to fix something they don’t like. Etc.
- What is the minimum amount your client must pay? Consider overhead costs (time, products, etc.)
- What is the minimum discount rate or refund? What is the maximum discount rate you can offer? This is the starting point. Continue working backwards until you are satisfied with your client or reach your minimum.
Once you have this policy in place, be firm and continue active listening
You should only offer a discount to clients in the worst case, or for situations where you are truly at fault. You made a mistake, the client was charged too much, or something horrible happened during the service.
It is important not to take anyone’s feelings or actions personally. Sometimes people just have a bad day, or worse, a bad year and try to take their insecurity or unhappiness on you. It is not your responsibility to control their projections of you. You will need thick skin to be a professional beauty therapist and a creative.
Sometimes a client is not the right cultural fit for your salon. Not every beauty professional is right. Don’t let the bad clients go to make way for the good ones.
Soul clients are those clients who make it easy to love what you do. Soul clients are those who come excited about your services and leave happy. Soul clients share their love with friends and leave glowing reviews. Soul clients make you feel good. They are your backbone.
The unhappy and difficult clients should be left behind. Your top priority is to serve your soul clients.