expert opinion
whether it is accurate or inaccurate, interrupting their flow will only annoy them further. Ensure that you only give them answers that you are certain of and don’t agree or disagree about specific claims that they are making until you are in full possession of the facts, responding with inaccurate information will only lesson further the faith that the client will have in the services you provide at this point.”
listen carefully
“Always ensure that you are listening to what the client tells you, and be mindful about the ratio of how much time you spend talking compared to how much you are listening. It is too easy to go on the defensive and block your customer from conveying their message in full which means you will further aggravate the client and perhaps miss crucial information that will aid in a successful conclusion to the problem.
“Next, ensure you verbally relay the key facts of the complaint back to the customer when they have finished speaking to you before you offer a solution so they know you have fully understood what they are saying,” adds Charlotte.
empathisewith the client
“It is crucial that you allow yourself to be put in your customer’s position, this does not mean you have to agree with what they are saying but it will allow you to understand and relate to your client better,” explains Charlotte. “Dealing with customers’ needs effectively can actually bond you to your client if they recognise that you genuinely care about them. It will also mean that if necessary they are more likely to be open to a compromise or explanation that will resolve the situation.”
Elaine Stoddart, Director of Education, for Sterex agrees: “Nothing pacifies a confrontational situation better than saying ‘I am so sorry you feel aggrieved about...’ (whatever the situation is that has occurred). By saying this you have not accepted any liability but only expressed your genuine sadness over the fact that they are upset. Once the mood is calmed then progress can be made on exploring the intricacies of the situation and finding a mutually beneficial negotiated resolution.”
If amore lengthy solution to your client’s complaint is required, update the customer regularly to help re-establish the rapport.
maintain the rapport
Charlotte continues: “Once you have re- established a rapport with the client it is essential to maintain this, if you can offer a solution immediately then that is ideal but if not ensure that your stated action points are followed through and update the customer regularly if it is a more lengthy solution to ensure they maintain faith in your abilities and retain the belief that their business is valuable to you.”
it’s all in the body language
When dealing with complaints, both yours and your client’s body language can speak volumes about the way each of you really feels. Hostile clients, for example, will often try and square up to you or maybe even try and stand a little more upright, especially if the person they’re complaining to is slightly taller than them.
Although it’s important to respect each other’s personal space, if they are complaining in your reception area it may be advisable to suggest taking them into a separate room or move to a more discreet seated area of the salon, away from the main hustle and bustle, so that you can listen to their complaints fully without any distractions, and hopefully at the same time prevent them from causing a scene in front of your other clients.
“Keep your posture open and do not fold your arms in front of your client as this will be seen as a defensive stance and could reduce your potential to build a rapport with the client,” advises Charlotte.
“Always maintain a look of concentration and be focused purely on your customer, at this point they should have your undivided attention. Gentle nodding motions of the head when listening to the client will show that you are absorbing the information that they are telling you and also help build a rapport with them.
“It isn’t always possible to have a successful conclusion to every complaint but considering how important referral business is to salons and mobile therapists alike, it is crucial to ensure that customers are left with as positive an impression of your business as possible as your next new client could be a recommendation from them.”
Deborah’s final advice for those dealing with difficult customers is to always remember an unhappy client tells more people than a happy one, but an unhappy one that has been made to feel happy tells everyone.
Formore information: Heaven Skincare
The International Dermal Institute Sterex
01952 461 888 08000 564 544
01217 082 404 Alwaysmention Guild News when calling.
GUILD NEWS 111
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