Unhappy Clients & Other Client Issues
Empathize first. Let them know we will do everything we can to make the situation right for them. Stating this right away can help diffuse the problem and de-escalate a confrontation.
Guest not Happy with Service - Escalation Steps
Offer complimentary touch up or re-do with same provider.
If they don’t want that >
Offer complimentary touch up or re-do with different provider, or in some cases with an owner, with owner approval.
If they don’t want that >
Assure customer that we want to do whatever it takes to resolve the situation to their satisfaction. Ask what we can do to make that happen. Refunds on services are an absolute last resort. Never offer a Refund. Once a service refund is made, we will never see that customer again. If we can get the customer in for a re-do or tweak, we will usually retain their business.
If a refund is requested after exhausting other options, tell the customer that owners must approve all refunds and that an owner will be contacted right away. We will contact them back within 24 hours. This gives us a chance to speak with the stylist and front desk staff involved.
Unacceptable Wait Times
The main thing with waiting clients is to keep them informed. No client should sit for 20 minutes past their appointment time and not be informed about the remaining wait. Checking in and informing the client several times makes a good impression and lets them know we care.
Salon Cannot Perform Scheduled Service
If the customer is waiting in the salon and we cannot perform a scheduled service due to a staffing or scheduling problem, offer to re-book the service at another time for half price (with owner approval). Situations where this would be the case include a service provider that went home sick, or is otherwise not present, or if the service provider is more than 45 minutes late to service the client and there is no end in sight.
Guest Has No Way to Pay/Declined Credit Card
Repeat guests can call with a credit card number. First time guests can do the same, but must present a driver’s license. Make a copy of the license back and front.
Abusive or Otherwise Disruptive Guest
Tell abusive clients it is obvious they are not happy and to limit further escalation, we are done for the day. Notify owner.
Children in the Salon
Children are not allowed in the salon unless they are having a service performed.
Guest Late to Appointment
Perform the service if we can be on time for the next guest or if there will be a 10 min delay. Otherwise, reschedule. Explain that in order to do their service, we would be late to everyone after them. Sometimes they don’t care, so someone has to.