How to effectively handle client complaints

Caroline Larissey, the NBF’s director of quality & standards, offers up advice for handling client complaints…

When you’re in the business of making your clients feel good about the way they look, it can be particularly difficult if you’re faced with a complaint.

The secret is to be prepared so that you and your staff know exactly what to do if a client complains after their appointment – whether they do so straightaway in the salon or afterwards on the telephone.

Handling complaints well will set you apart as a professional salon that puts your customers first – and you may even be able to turn a negative into a positive.

What does the law say?

Client complaints come under the Consumer Rights Act 2015, says Caroline.

If a service isn’t provided with reasonable care and skill or as agreed, you must put things right within a reasonable time and at your own cost. If this isn’t reasonable or practical, you should provide a refund.

Of course, you may disagree that your salon didn’t act with reasonable care and skill, but it’s always best to take your client’s complaint seriously and do all you can to sort it out. This is especially true if the person complaining is one of your regular and valuable clients.

When your client complains in person

The golden rule is to stay calm. Take your client somewhere private so that other clients cannot hear what is going on and ask them to explain what they feel has gone wrong.

Stay relaxed, listen carefully without interrupting and then summarise what they have said which demonstrates you have been paying attention and taking them seriously.

The simplest solution will be to apologise and offer to redo part or th whole treatment, or a refund. If it’s a valued client, you may also consider offering a free product or reduced-price ‘VIP’ appointment to help put things right.

If you handle a complaint well, you may well turn your complainer into a ‘champion’ for your business – and avoid negative comments appearing on social media.

Your front-of-house team will often be in the firing line when it comes to dealing with complaints, so ensure they are confident with your policy.

Telephone & online complaints

These situations can be more difficult to deal with as you cannot actually see what your client is complaining about.

Again, stay calm. Ask them to return to the salon as soon as possible so you can try to sort things out.

Similarly, if you spot negative comments from a client online, send them a personal message and ask them to contact you or return to the salon. Never get involved in an online disagreement.

Avoid a blame culture

Involve the member of staff concerned by always listening to their side of the story. Avoid creating a blame culture and treat the complaint as an isolated incident that you can both learn from.

If you can’t come to an agreement …

If, despite your best efforts, your client remains unhappy, the law says you must tell your client how to find a certified alternative dispute resolution (ADR) service. ADR aims to provide a fair and reasonable solution that is acceptable to both sides.

NBF members and their clients can use Hair & Beauty Mediation, which is run by the NBF and its sister trade association, the NHF. Find out more about ADR: nhf.info/ADR.

You can also read more about handling complaints at: nhf.info/resolve-complaints.