Complaints, They're Apart Of The Hair Business
Customer complaining is not always the sign of your business performing poorly. Complaints are feedback delivered the wrong way. Dissecting the complaint no matter delivery is insightful. According to studies, 90% of customers will continue doing business with a company even after a complaints made, only if the claim is handled promptly with all parties satisfied. It's not always about being right, but being willing to make it right for your customers. Have no clue in how to deal with customer complaints? No worries! Here are steps to help hair business owners deal with customer complaints.
Number One: Do Not Take Their Complaints Personal
Having someone complain to you about your hair business is easy to take personally. Remember when a customer brings up a complaint, keep in mind it's not too personally attack you. They aren't attacking you directly but the situation at hand. Ensure that you take your emotions out of the equation. Understanding and self-awareness go a long way in handling customers' complaints effectively.
Number Two: Are They Meaningful Complaints?
Keeping track of customer complaints is an efficient way in being sure specific issues do not reoccur or if customers are complaining about the same problem. Try implementing a complaint analysis to track, categorize, and handle customer complaints. When a customer complains, they are voicing concern regarding your product or service your business is offering. All claims aren't the same, and they should not receive the same reaction. Before taking action validating the complaint, you should ask yourself these questions.
- Is this a recurring incident?
- How often has the issue arises?
- Has the complaint been filed or taken note of?
- Is the same customer making the same complaint?
By answering these questions, you can take the necessary steps required to prevent them from happening again. This also gives you the opportunity to decipher meaningful complaints vs. the not so meaningful complaints.
For example, if several customers complain about a specific issue using their feedback to improve your product or service is considered a “meaningful complaint.”
Step Number Three: Actively Listen To Their Complaints
Actively listening is an important skill to acquire when dealing with customers. How well you listen has a significant impact on your response and effectiveness to complaints. Here how you should incorporate actively listening to your customers.
- Actively Pay Attention
- Look at your customer directly
- Put aside any distracting thoughts
- Don't mentally prepare a response
- Avoid being distracted by things around you. (side conversations etc.)
- “Listen” to the customer's body language
- Show Them You Are Listening
- Use your body language and gestures to show them you are engaged
- Nod occasionally while they are speaking
- Smile and use appropriate gestures and facial expressions
Provide Feedback For Better Understanding
As a listener, your role is to understand what is being said and to ask questions if you do not understand.
Ask questions to clarify essential points for example, is this what you mean?
If you find yourself responding emotionally to what a customer is saying, inform them. Say" I may not be understanding you correctly, and I see myself taking what you said personally.
For Example: This is what I thought you said, is that what you meant?
Do not interrupt what your client is saying with a counter-argument.
Active listening is to encourage, respect, and understand. You are trying to gain information and perspective. Attacking the customer adds nothing but more conflict to the situation.
Be open and honest with your response, but also be mindful and respectful
Treat and speak them how'd you like treatment
Step Four: Complaint Procedure Handling Guide, Your Hair Business Should Have One
Majority of customers are willing to do business even after a complaint has arisen. Having a complaint procedure handling guide will ensure all claims are handled swiftly, consistently, fairly, and efficiently. Your complaint procedure handling guide should be implemented to assure your customers are valuable and that you are committed to resolving their complaints.
Your complaint procedure handling guide should include the following.
- Listening to the complainer
- Thank the customer for bringing up the matter. Apologize and accept ownership.
- Record the details of the complaint
- Write out the complaint in full detail, so everyone involved understands.
- Keep records of all the complaints in a central place for everyone to have access.
- Get all the facts
- Be sure that you have a clear understanding and all the necessary details are written down correctly. Ask questions if needed.
- Act Promptly
- Resolve all complaints promptly. Know who can handle what complaint to what degree.
- Keep your word
- Keep your clients informed and if there are any delays in resolving the situation. Do not promise things you can not deliver.
Follow up on the resolution
After resolving a complaint, personally contact the customer to see if the resolution was up to their standards.
Encourage your clients to provide feedback and complaints, so you will know when problems arise and allow you the opportunity to resolve it.
If there's staff, train everyone regarding the procedures taken within handling guide.
Step Number Five: Genuinely Respect Your Customers
Your customers expect to be treated with genuine respect as if they are apart of a family. Here are a few tips in on demonstrating respect:
- Treat your customer with courtesy, politeness, and kindness
- Encourage your clients to express their opinions and ideas without bias
- Listen to their viewpoint
- Use their ideas to change or improve your work if applicable
- Let them know they are valued
Step Number Six: Offer Clear Communication
Offering clear communication during the entire process of the complaint resolve makes the customer feels as they are apart of the process and resolution. Even if everything spoken about is moving along fine inform and assure your client every step of the way. If something has been delayed or cannot be done, notify your client.
Step Number Seven: Verify The Resolution Agreed Upon
After actively listening and coming up with a resolution for your customer's complaint, verify that all parties involved are satisfied. Follow up 24 to 48 hours after a complaint has been resolved and ask if your customer was pleased with the results or if there’s anything else that they feel needs to be done. Try calling vs. texting or emailing for a more personal touch.
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