MASTERING SALON SERVICE RECOVERY

Liz McKeon, Beauty Business Expert and Founder, International Salon Business School, UK, explains how to handle complaints effectively and turn dissatisfied clients into loyal ones.

Service recovery is the art of managing things when they go wrong—how you handle complaints and satisfy dissatisfied clients. It’s about turning a potentially negative experience into an opportunity to win back your client and strengthen your business.

A complaint arises when a client’s expectations have not been met. They come to you with a problem and expect more than just the service that caused the issue. No matter how well-trained your team is, mistakes can happen, but what sets your salon apart is how you respond.

Once a client’s problem is identified, the recovery process must begin immediately. The first step is empathy. Put yourself in the client’s shoes, listen to their concerns, and reassure them that you care. Stay calm and respectful, even when faced with anger, as it’s often directed at the situation, not you.

Next, offer a sincere apology. This simple gesture can ease the client’s stress. Whether the issue was caused by your team or external factors, take responsibility. Acknowledge the mistake and work towards a solution. The hardest part is reaching a fair settlement—this could involve offering refunds, free products or treatments. While a loss is inevitable, the goal is to salvage the client relationship.

Following up is crucial. A phone call or letter ensures the client knows their issue has been resolved. On a practical note, document the complaint and notify your insurance company immediately.

Training your staff in service recovery is essential. Role-play scenarios to help them handle complaints with courtesy and efficiency. Encourage staff to view complaints as opportunities for improvement, not personal attacks.

In the end, complaints are golden opportunities to correct mistakes, win back clients and improve your services. Remember, the client may not always be right, but they are always your client.