How beauty businesses should deal with client complaints, according to an expert

Global business & beauty education expert, Kim Ford, shares her expert advice on how to deal with client complaints…

I am sure many of you have experienced a customer complaint at some time, and it can be a difficult situation to resolve. Let’s explore how dealing with complaints can be made less stressful.

An example of a complaint I faced was from client booked in for a facial. He had a detailed consultation on what to expect and how his skin may look after the treatment. However, on completion of the service, the customer wanted to complain to management that he had lots of open pores. He visited a dermatologist, who informed him it was an excellent facial with outstanding results. Meanwhile, I was upset and started to doubt my skills and knowledge. But it’s important to not let complaints knock your confidence if you have done your best to provide a fantastic service.

First steps

It is vital to deal with client complaints promptly. Following your insurance criteria can help resolve the issue efficiently and is essential to protect your business and reputation. Consider whether you should contact your insurance company straight away. By doing so, you can receive guidance on how to handle the situation, minimise any potential liabilities and prevent misunderstandings or delays in addressing the customer’s concerns, while safeguarding your interests.

The client conversation

It is crucial to listen to a client’s complaint without interrupting. Repeat their concerns back to them, so that you are clear on the issue. Acknowledge the customer’s feelings, show empathy towards their experience, apologise for any inconvenience caused and assure them that their feedback is valued.

During the conversation, take notes to document all necessary information about the complaint. This includes the specific issue raised and its nature – such as the type of service; the date and time of the incident; where it took place; any products used; staff members involved if relevant; any injuries sustained by the customer – including photographs if possible; the client’s contact details and any witnesses. Remain calm and composed throughout the interaction to handle the situation professionally.

After understanding the complaint, ask the client how it could be resolved to their satisfaction. Clearly communicate the steps you will take to rectify the situation, ensuring transparency throughout. If the customer’s suggestion presents resolution, offer this while diligently following your insurance criteria. If their suggestion does not, consider offering an alternative that aligns with your insurance guidelines, effectively addresses the issue and ensures the client feels heard and understood.

Remember to document information on the resolution, whether it involves a refund, compensation for damages or other forms of restitution. Also document any actions taken by your business or insurance company in response to the complaint, including any policy changes or procedures implemented to prevent similar incidents.

Final steps

After resolving the complaint, follow up with the client to ensure their satisfaction. Take this opportunity to thank them for bringing the issue to your attention, and express your commitment to providing an excellent service. This can help turn a negative experience into a positive one and retain customer loyalty and satisfaction.

Follow Kim Ford on Instagram, and read the article via Scratch’s digital magazine here.