Beauty Launchpad Magazine

MAY 2017

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50 | BEAUTY LAUNCHPAD | MAY 2017 Faced with an unhappy client? Smooth over any situation with these expert tips. —TM Live & Learn/ Business Affairs Dos AND Don'ts DO have procedures in place for handling unhappy clients. DO prevent issues with consultations, including detailed questions. DON'T get defensive or argumentative. DO listen and let her know that you understand the complaint. DON'T lash out when faced with online complaints. Damage Control "Never stand over the client—it can appear dominant or too aggressive; instead, sit at eye level or kneel nearby. Ask, 'How can we make this right?' Let the client suggest the solution. If a frustrated client posts on Yelp, immediately reply and ask what you can do. How you respond shows current and potential clients how seriously you take customer service." —Andrew Dale, UNITE founder and CEO "1) Identify the real issue behind a client's dissatisfaction. Keep cool, truly listen, and keep your ego out of it. Turning the situation around and removing the personal will make you a better professional. 2) If a client seems upset, angry or passive- aggressive, deal with it head-on. If she leaves the salon angry, every friend, family member and social media contact will hear her complaints. 3) After handling the complaint, follow up with a handwritten note within 24 hours. This reaffi rms your corrective action and reminds her that you care." —MiladyPro "Realize that part of a client's dissatisfaction may have nothing to do with you. Watch your verbiage and body language. As you're speaking, smile, breathe, count and repeat." —Robert Santana, Matrix artistic director "Always look the part by being prepared and confi dent. Have patience; sometimes clients don't know what they want. For salon owners, bring them back—either to fi x the service or give them something (a treatment or next-visit discount) to get that second chance and show you care." —Enrique Lemus, Wella Professionals design team artist "Our bookers are required to ask, 'How was your service today?' But if the client calls in, we inquire about the issue and arrange a consultation with the stylist in question, plus an extra senior stylist to witness. In most cases, the new request is minimal. We offer a strong welcome and tell her we'll be taking good care of her today. The change is complimentary, as long as it's similar to the original request. We follow up with a handwritten card of appreciation." —Michael Haase, Wella Professionals top stylist and Platinum Black salon owner COURTESY OF MANUFACTURERS

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