Turn Lemons to Lemonade

When owning or managing a salon, you know that there are going to be complaints. It comes with the territory. However, if you bury your head in the sand and don’t see these complaints as an opportunity for improvement, then your business is bound to fail.

Most salon owners don’t have a system in place for turning those lemons into lemonade. So, here’s an easy six-step

rapid recovery process that will make your business a success.

Does it really matter who’s right? Ultimately, the client is, even if he or she is in fact, wrong. Acknowledge that a problem exists. Say you’re sorry and mean it.

Listen and empathize.
Let the client get it out – at this point, he or she just wants “an ear” and not a lecture. Really listen. When you do, the client will feel that you care.

Fix it fairly.
After you’ve listened, you’ll understand the problem. Now do what you have to do to fix it. Usually all the client wants is what he or she asked for in the first place – the sooner the better.

Offer atonement.
Your efforts to try and please a disgruntled customer will surely be appreciated. Your rapid recovery system will earn high marks, and your reputations as an ethical business person will go untarnished.

Keep your promises.
You’re already in hot water, so don’t fuel the fire by not delivering your promises. In other words, do what you say you’ll do.

Follow up.
Be it in a few days or a couple of weeks, check to make sure that the client left the salon feeling fully satisfied with the services received.

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