lizmckeonwrites service recovery
The clientmay not always be right, but they are always the client, says LizMcKeon
Things don’t always work out according to plan.With the best will in the world, and armed with your best ‘Quality Care’ Client skills, things can go wrong.
It may be something out of your control or a mistake made by one of your therapists, but whatever the reason, when relations break down between the client and your salon/Spa, it is time to take action!
Service Recovery is what we do when things go wrong, how we rescue the situation, how we handle complaints and how we satisfy the dissatisfied client. This involves winning back our clients, thanking them for bringing the situation to our attention and for giving us a second chance to demonstrate how we value them, their opinion and most importantly, their business.
When a client is dissatisfied with a service you provide or a retail product you have sold them, they can either bring it to your attention or simply walk away. Unfortunately, if they walk away, you may never get the opportunity to make things right, they may take their business elsewhere and badmouth your salon into the bargain.With all of that to consider, complaints are to be welcomed.
golden opportunity
By choosing to bring the problem to your attention, you are provided with a golden opportunity to correct whatever has gone wrong. Complaints, when handled in the correct manner, can win a client back and you can then keep them for life. These clients should be among the most valued, as they are bringing you a gift - an opportunity to step back and appreciate that something has gone wrong, they are telling you that there is room for improvement in your salon. Our job is to create and to keep clients - meeting their individual needs pays the bills and without them, there would be no business.
Everyone makes mistakes.What we believe we heard and what the client says can sometimes be quite different and vice versa. Proving who is right or wrong should never be the issue. Instead, the aim should always be to get the result that keeps the client coming back to your salon, continuing to do business with you and to keep client relations intact.
The goal of every service transaction in the salon, whether it’s treatments, a retail sale, giving advice or handling a complaint must be to create a positive, memorable experience for each and every client, each and every time. Of course, it can be challenging when handling complaints or when dealing with irate clients, but it is vital to your reputation and goodwill to restore the balance and turn dissatisfied clients into happy, satisfied long-term lifetime clients.
the 6 step recovery process
To demonstrate to clients that you welcome an opportunity to fix whatever has gone wrong, restore their trust in you, show that you understand their feelings, are sensitive to their needs, wants and expectations, follow these six steps:
1. Apologise and acknowledge 2. Listen and empathise 3. Find a fair and timely solution 4. Make amends 5. Keep your promises 6. Follow up
Once a client’s problem has been identified, the recovery process must begin immediately. Every member of staff must be trained and be able to
handle client complaints in a confident manner. Don’t wait until a complaint has been handled poorly to implement this vital training, do it now. That way, if a complaint happens when you are away from your business, you can rest assured that the matter will be dealt with to your satisfaction.
Document all complaints and encourage staff to report all incidents to management, so you are fully versed. Always err on the side of caution, if the complaint requires your insurance company to be notified, do so immediately. Time is always of the essence, if you want a positive outcome from a complaint.
Thank the client for bringing the matter to your attention, as this is giving you a chance to make amends and correct the unfortunate matter. Don’t start defending yourself, instead take ownership of the mistake and take responsibility. Let the client speak, without interruption, behave in an assertive manner, avoiding aggression. And, most importantly, never underestimate the value of a sincere well placed “I’m sorry.”
Complaints are Golden Opportunities to:
• Right the wrong • Satisfy the dissatisfied • Rescue the situation • Win the client back •
Improve your service
• Build long-termrelationships • Say ‘ThankYou’
Liz McKeon is a Business Coach and Trainer, specialising in the
Beauty Industry. For information about on-line Business Seminars, One to One Mentoring and upcoming BusinessWorkshops, visit
www.lizmckeon.com or telephone 00353 1 892 8007
116 GUILD NEWS
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90 |
Page 91 |
Page 92 |
Page 93 |
Page 94 |
Page 95 |
Page 96 |
Page 97 |
Page 98 |
Page 99 |
Page 100 |
Page 101 |
Page 102 |
Page 103 |
Page 104 |
Page 105 |
Page 106 |
Page 107 |
Page 108 |
Page 109 |
Page 110 |
Page 111 |
Page 112 |
Page 113 |
Page 114 |
Page 115 |
Page 116 |
Page 117 |
Page 118 |
Page 119 |
Page 120 |
Page 121 |
Page 122 |
Page 123 |
Page 124 |
Page 125 |
Page 126 |
Page 127 |
Page 128