Receiving a complaint is never nice, it can knock your confidence, but try not to take it too personal and look at it in a more positive way - there won’t be a beautician out there who hasn’t received some sort of complaint.
Handling complaints in your beauty salon is a skill you need to learn. Here are some of our tips on how you should respond to and deal with complaints from your customers.
Respond as soon as possible
Don’t ignore any complaints or negative comments, always respond to it as soon as possible, even if it’s just to acknowledge it and address it at a later point. If you ignore it, then it can escalate even further.
Make sure it’s genuine
Unfortunately not all complaints will be genuine. If possible, ask for photos or for them to come into the salon to see you so you can see the complaint in-person.
Keep calm and listen
While it can be tempting to be angry at a complaint, especially if it doesn’t feel valid, keep things professional. Staying calm and listening to them will help resolve the situation.
Involve the team
If you work with other professionals in the salon, let them know about the complaint so they’re aware of the situation. It’s always good to keep communication open.
Thank them and encourage feedback
Put a positive spin on a negative situation! Use the complaint to learn from your mistake, it can help improve your treatments and service. Always encourage feedback from your clients. And by thanking someone for a complaint, they will appreciate your honesty too.
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