You know what it’s like. You’re having a great day at work, the salon is buzzing, and you’ve some new clients in.
Then it all goes pear-shaped.
A customer is standing at your front desk having a right old moan. Loudly. And your clients are listening with rapt attention… it’s even more fun than reality TV.
You’re not alone. We’ve all been there and got the T-shirt.
Next time try this handy customer service tool L.E.A.R.N
Help for your team in the customer service firing line
Your team will love this. It’s a simple prompt to help them deal with customer service moans and groans. Dealing with grumbles on the phone or in salon is one of the worst parts of working in the hair and beauty industry. None of us like being confronted by a whinging client.
Most of the time the client just wants to be heard when they are feeling dissatisfied (justifiably or otherwise). Giving them an opportunity to air their grievances is good customer service.
I know it can feel like their whinge is aimed personally at you but the fact is, most of the time, they just want to get it off their chest.
L.E.A.R.N 5 steps to better customer care in your salon
The L.E.A.R.N customer service tool does just that. It lets them sound off in a more ordered manner.
This proven 5 step tool ensures your team know what to say (or not say), avoids costly mistakes and makes them feel more confident about salon customer care.
It also means complaints are dealt with in a professional, non-confrontational and consistent way in your business.
So here goes…
L = LISTEN Don’t interrupt, argue with them or tell them to calm down. Just listen. Let them have their say and get it off their chest.
E = EMPATHISE Show you understand their anger and hurt. Don’t point the finger or blame them.
A = APOLOGISE That they feel that unhappy and cross but be careful not to accept responsibility.
R = REACT Tell the client what you are going to do to sort out their problem. Be clear and positive – a wishy-washy response won’t work.
N = NOW Do what you said you’d do immediately. Time is of the essence when it comes to making an irritated salon client feel better. The longer you leave it the more aggrieved they become.
Turn a gripe into a customer care opportunity
This tool makes a useful salon training session – as they say, “a complaint is a customer service opportunity to L.E.A.R.N.”