Client complaints can really knock you off your mark. The way in which you respond is paramount. Client complaints can be received in a variety of ways: They can happen in person, over the phone, via email or as a posted negative review.
If a client is making a complaint in person and you do not have the whole story, you may have to appease them as best you can: "I hear your concerns and I would like to address this in the best way possible, could I consult my team in order to figure out what may have happened here and get back to you?"
If a client posts a negative review, your only defense in that situation is your well formulated response. Kind, well-thought-out and well written responses to negative reviews can actually be very positive in the eyes of prospective guests.
Client complaints can really test our mindfulness practice, but you can think of this as a time to shine. Take it as an opportunity to dive deep into your processes and procedures, and to check in with the client and the staff member about whether they are actually in need of emotional support. Take it as a chance to share your love.
And after the dust has settled, turn it into a self-reflection exercise. Bring yourself back through your reactions and words, observe them without judgment and allow yourself to learn and grow. Here are 10 steps to handle client complaints mindfully.
1. Breathe
Take 10 deep breaths with your eyes closed to neutralize your initial reaction. Realize that oftentimes when people are complaining, they have something pressing that is happening in their life that may be projected into the situation. Regardless of how angry they may seem, likely the underlying emotion is that they don't feel heard or don't feel beautiful.
2. Gather Information
Speak to everyone involved and gather all of the facts before contacting the client. Clients tend to paint a different picture from what may have actually happened, and it is smart to be armed with the truth for your defense. There are occasionally people who will use strong-armed complaints to try to receive free services.
3. Reach Out Asap
Try to contact the client as soon as possible after receiving the complaint. Allowing someone who you know is unsatisfied to stay brewing for too long will most likely result in a negative online review.
4. Be Kind and Appreciative
Assure the guest that you appreciate their feedback. Clients who are complaining can often feel guilty about it, so it's helpful to reassure them that valuable feedback is what helps us improve our process. Make sure you also thank them more than once for the opportunity to be able to make this right. Speak calmly and diplomatically, and remember the phrase: Kill 'em with kindness.
5. Make Your Decision
When deciding whether to redo or refund the service, you may have specific policies that would need to be communicated.
6. Schedule the Right Practitioner
If you decide to give the guest a redo for a service appointment, generally I would encourage them to revisit the same practitioner to avoid having to compensate someone else and and losing additional income. However, in certain cases you will simply have to take the loss and allow the client to see a different practitioner if they are not comfortable with the initial one.
7. Follow Up
Plan to follow up with the client after their redo, if that's what you have chosen, so that you can ensure that they are completely satisfied.
8. Craft a Response Online
Of course, there may be times when you receive a negative review online that is deserved. When this happens, usually a comment such as this will suffice: "Thank you for bringing this issue to my attention. I am so sorry to have heard of this experience. I can assure you that this is not the way we normally do business and I have spoken to my employee regarding this issue. I will be contacting you personally with a possible solution. Again my sincere apologies." Never grovel or make monetary offers in your responses.
9. Shake It Off
Literally! When stressful situations happen in our lives, we tend to clench and hold. We tense our jaw; our heart rate increases and adrenaline begins to pump. After handling a stressful situation, it's great practice to actually shake it off. Even better, add some sound as well. Spend at least two to three full minutes shaking your whole body and allowing your voice to make whatever sound feels healing for you. Wine, scream, moan, laugh— just move however you need and feel the freedom for your body to release and heal itself.
10. Talk to Staff
Address the situation with the staff member involved. Approach it with the same level of kindness, keep to the facts and resist accusations. If the complaint was warranted, the employee may be going through something challenging themselves, and could truly benefit from the question, "Is everything ok? I'm always here for you if you need to talk about anything." As a business owner, I have run into many different situations in which a staff member was suffering and unable to reach out for the help and support that they needed in their personal life. Work might not feel like the most comfortable place to reach out for certain levels of support, but you may be the one place that is safe for them in their life.
As a business person, you always want to remain grounded, present and engaged. Life gets crazy, but we must try to realize the present moment is the most important moment of your day. You want to be the person who is willing to accept criticism and to find a solution for issues faced by your clients. By looking at your reviews and making deliberate, well-conceived responses to what people have to say, whether it was positive or negative, you will be perceived as a smart, proactive leader who cares about their business and wants to thrive—and that's the kind of business that clients return to again and again.
Leah Lynch is the owner of Beautique Salon, Spa & Lash Lounge in Newburyport, Massachusetts, and is an award-winning master lash artist, trainer, speaker and judge. Her business has won seven prestigious awards including “Best of Boston.” A regular editorial contributor for numerous trade publications, Lynch is recognized internationally for her business acumen. Lynch is also the creator of Lash Mastery Academy, where lash artists can take their career to the next level by utilizing advanced materials, manuals and curriculums to become a trainer in their area.