As a Beauty, Lash, Makeup, Hair artist, your job is to make your clients look beautiful and feel good about themselves by using the best quality products.
But even the best of us can make mistakes. We know that there will always be days when you’re not feeling well and can’t maintain the usual service standards.
But what can you do in such situations?
How can you keep clients from going to your competitors even when you fail to meet their expectations?
Here are a few ways to get a second chance with dissatisfied customers.
DON’T GET MAD!
Do not take it personally! Some people will just never be satisfied no matter how good of a job you have done. Remain calm and keep a friendly demeanour. The majority of conflicts can be avoided by being friendly and level headed and by showing them that you are concerned about their problem and want to help.
UNDERSTAND THE COST OF A DISSATISFIED CUSTOMER
In the age of social media and smartphones, even one disappointed customer can be very costly to your business. According to analysis, consumers are 3X more likely to tell others about a negative encounter as compared to a positive one and it takes 12 positive experiences to make up for one bad experience.
When something negative happens during your service experience, your brain is triggered to be extra aware of your surroundings and to be on the lookout for anything else that may go wrong. This is a survival instinct according to the same NY Times article. Knowing this tendency is helpful to you as a beauty artist because you can be prepared for negative customer feedback.
Even if you think a customer’s anger isn’t justified, you still need to diffuse the situation and find a solution because it’s important for your brand image.
THINK FROM YOUR CLIENT’S PERSPECTIVE
When customers are angry, they want someone to listen to them and understand their problem. The last thing you’d want to do is to get into an argument with a dissatisfied customer. Don’t try to prove them wrong. You might win the argument, but you’ll lose the customer.
Instead, think from their perspective. If you were an unhappy customer, would you want to be argued with, even if a part of you knew you might be acting over critically?
They hired you with certain expectations. Listen to them carefully without any interruptions. Stay calm and try to understand their concern. Be a reassuring voice instead of pointing fingers or being defensive.
MAKE THE CUSTOMER FEEL HEARD
If you got a bad review on Facebook or Google, there are things you can do. You can post a public response on either platform. First, though, you should reach out to the client by phone. Try to get them on the phone to talk through the review and what could have gone better. One of the best ways to demonstrate your concern for a customer’s problem is to listen to them carefully and then repeat it back to them to confirm your understanding. It’s even better if you can write it down on an official complaint form and make it a part of your record.
Tell them that you understand their concern, are deeply sorry for the inconvenience and will do everything to make things right.
Doing so will not only make the customer feel heard and calm them down but also allow you to have a clear understanding of the actual problem.
OFFER ALTERNATIVES TO CREATE A WIN-WIN SCENARIO
Once you understand the problem, try to come up with a solution that not only satisfies the customer but also doesn’t negatively impact your business.
Discuss different options with the customer, seek feedback and turn it into a consultative process by involving the customer with you in finding the right solution. It might be a discount on their next service, a free touch-up on their lashes, hair & nails etc. or a free retail product with their next appointment.
DETERMINE THE REGULARITY OF HER VISITS
Clients who do not maintain a regular and dedicated beauty cycle with you (meaning she is booking beauty services with other technicians) would not receive a personal guarantee of your work as you cannot control what another expert has done to the services that you have applied and you cannot guarantee someone else work either.
GUARANTEE YOUR WORK
If there are a lot of lashes missing and she has professed to have followed your aftercare instructions, you might consider offering another discounted or free of charge appointment, making sure to grab those forms and do another full consultation again and pay close attention to tracking appointments see if her situation changes.
DO NOT OFFER A REFUND!
Your time is valuable! Make sure to outline this policy in the agreement/waiver (including credit card charge backs or disputes) Another good reason to get her in front of you right away… It is much harder to demand a refund in person when you are offering to give her a free or discounted service.
ONLY USE A REFUND AS A LAST RESORT!
Okay so this is a last ditch effort to defuse a hot situation. By now there should have been red flags all over the place and you need to get this troublemaker out of your life forever! Consider creating Refund for Non-Disclosure Agreement outlining that they agree that they will not make any negative posts about you, your business or affiliates on social media or anywhere online in return for a full (or partial) refund! This will help to prevent any damage to your reputation.
LEARN FROM YOUR MISTAKES
So I guess that there were red flags from the beginning that maybe you overlooked and you are seeing why you should have turned her away. We all want to grow our business and take on as many new clients as possible but we need to sacrifice quantity for quality.
Next time you encounter someone who seems like they might be hard to please be honest with them and with yourself. They might not be right for you and you have the right to refuse personal services to anyone at any time! We all make mistakes but a good technician learns from them and also makes corrections in her application, practice or customer service. Some mistakes are very costly especially if it is one that you have made in the past and have not learned to correct that behaviour.