No stylist is perfect, but handling a client complaint with professionalism and offering solutions can turn a negative into a positive.
My thoughts on client complaints or service issues have not changed in my longtime career in the beauty industry as a behind-the-chair stylist. I find that most of these complaints stem from a misunderstanding about the service or a disconnect from the initial consultation.
If a customer is not satisfied with a service, I use the STOP method:
S – SIT down with the client and assess the situation.
Ask questions:
- “Is the color too dark, too light? Too red? Too blonde?”
- “Does the cut need refinement in certain areas?”
- “Is there a styling tool issue that needs to be addressed?”
Remain calm and professional, avoiding defensiveness. Use this time to reiterate what was agreed upon before the service and see it as an opportunity to connect with your client and find a solution.
T – TAKE time to fix what is perceived as not working.
Dig deeper into what is needed to make the client satisfied. This does not mean completely redoing the service—if the client agreed to a red bob but later wanted a blonde pixie, that is not something to “fix.” However, slight tonal shifts, texturizing, or even a blow-dry tutorial can go a long way in keeping the client happy.
O – Remain OPEN to adjusting the result of the service.
We are in the business of serving clients, but that does not mean allowing yourself to be taken advantage of or stuck in a “redo loop.” Be honest with yourself and determine what you can reasonably adjust to align with the original consultation agreement. Taking extra time to tweak the service within reason can make a big difference.
P – Stay POSITIVE.
Positivity benefits you as much as your client. Remaining calm in tense situations, keeping an upbeat attitude, and offering reasonable adjustments can help strengthen your client relationships.
Continue asking questions about what the customer expected and over-explain the steps you will take to fix the issue. This makes the client an active participant in the solution, increasing their satisfaction.
In my years behind the chair, I have learned that these “perceived service faux pas” are actually opportunities to create a bonding experience with clients. To avoid these situations, I always conduct clear, concise consultations and ask:
“What do you NOT like as much as what do you like?”
For reprint and licensing requests for this article, Click here.