How to turn an unsatisfied customer into a satisfied one?
If you are a beauty salon owner, then you have probably had to deal with at least one unsatisfied customer. It seems that no matter how good your services are, every now and then, you can expect an unhappy customer. There is no doubt that these situations are frustrating and annoying especially when the owner believes that the customer is not right. However, instead of being frustrated and angry, you should use these situations to turn these customers into satisfied customers with a potential to become loyal customers.
The good news is that this process is not difficult and by making a plan and following some basic tips, you should be able to overcome this problem. To start with, you must make yourself available all the time. Let’s be clear, it is never a pleasant situation to handle an unsatisfied customer while you are working with another one. However, you must find a way to listen to their complaints and solve them as soon as possible. Remember that you don’t have to be the person that is solving the problem directly. You can hire a customer service in some cases. Customers usually feel much better when they can explain their issues right away and when they know that there is someone from the salon who is listening.
Of course, in order to turn them into satisfied customers, you will really need to listen. In case they have a feeling that you are just physically present, the situation can easily get out of control. Never try to brush them off, they will become angrier and waste more of your precious time.
Another good bit of advice is to avoid being over-defensive. When you start defending your actions right after they start talking, they will know that something is really wrong. If they are left to finish their complaints, they might feel more respected and you will get a better position when you respond.
An unsatisfied customer usually wants something in return. Evaluate the situation and make a promise that you can fulfill. Don’t provide empty promises because this will ruin your reputation. Sometimes giving them a discount or offering a free service can do the job.
Many experts agree that when unsatisfied and angry customers are left to express their thoughts and complaints, it is the best idea to confirm that they are right (at least to some extent). If they are completely wrong, at least start by saying that you understand their frustration and provide an explanation.
No matter who is right or wrong, it is a smart move to apologize. People respect other people who are prepared to apologize and show remorse for the current situation. After that, talk to them and see how you can make the situation right.
In the end, don’t forget that cases like this are always difficult and they are draining people’s energy. So, if you have finished a case like this, take a small break to relax and clear your head.