In the lash industry, dealing with customer complaints is inevitable. Despite your best efforts, not every client will be satisfied. However, handling complaints professionally is crucial for maintaining a positive reputation and ensuring customer loyalty. In this article, we will provide you with 10 helpful steps to effectively handle those "hard to please" customers.
1. Stay calm and professional:
It's important not to take complaints personally. Remain calm and maintain a friendly demeanor. By showing genuine concern and a willingness to help, you can often avoid conflicts and find a resolution.
2. Schedule an immediate consultation:
Avoid diagnosing problems over phone, email, or text. Instead, book the client for an in-person consultation as soon as possible. This allows you to assess the situation firsthand and address their concerns more effectively.
3. Examine lashes and cosmetics:
During the consultation, examine the client's lashes and ask them to bring in the cosmetics they have been using. This helps rule out any potential issues caused by improper aftercare or incompatible products.
4. Avoid using the word "glue":
Using the term "glue" can undermine the professionalism of the lash industry. Instead, refer to the adhesive used for lash extensions by its proper name.
5. Troubleshoot application problems:
Based on your examination, determine if there are any problems with your application technique or adhesive. Adjusting humidity levels, advising the client to avoid excessive movement during the treatment, or reviewing previous appointment notes can help troubleshoot the issue.
6. Track the regularity of her visits:
If the client does not maintain a regular lash fill cycle with you, it may be challenging to guarantee the longevity of your work. Make this clear in your service policy.
7. Offer a guarantee:
Consider offering a discounted or free appointment if the client has followed proper aftercare instructions, but lashes are still missing. Ensure you conduct another full consultation to track progress.
8. Provide a lash removal service:
If there are contraindications or the client finds the lash extensions uncomfortable, offer a complimentary lash removal service. You may also suggest alternative services like a lash lift at a discounted rate.
9. Refrain from offering refunds:
Refunds should be a last resort. Clearly outline your refund policy in your agreement/waiver, and emphasize that refunds are not offered for personal services. It becomes harder for clients to demand refunds in person when you are offering alternative solutions.
10. Learn from the experience:
Reflect on the situation and identify any red flags you may have overlooked. Be honest with yourself and the client if it seems like they may not be the right fit for your services. Focus on quality over quantity and continuously improve your application, practices, and customer service.
Handling complaints like a professional is essential in the lash industry. By remaining calm, scheduling immediate consultations, troubleshooting effectively, and learning from mistakes, you can turn challenging situations into opportunities for growth and improvement. Remember, providing exceptional customer service and maintaining a positive reputation are key to success in this industry.