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How to Deal with Customer Complaints
Posted by
Kate
Dated: September 17, 2008 4:06 PM
No matter how good you, your salon, your services and your people are, you will occasionally encounter an angry customer.
Freelance business management trainer Deiric McCann explains the best ways to deal with an angry customer
A normally reasonable, happy customer transforms into a flesh-eating beast bent on your destruction, and comes at you foaming at the mouth and demanding satisfaction. How do you talk them down from the ceiling?
Traditionally, there are two approaches:
- Immediately accept the blame fully, beg forgiveness and do everything the customer asks in order to satisfy them.
That way you'll likely keep the customer - but once you've crawled like that, can look at yourself in the mirror? Probably not. - Become angry back at the customer, exchanging blame and insults, denying all responsibility and telling them where to go. That way you needn't worry about repeat complaints. After all - no customers, no complaints.
Calming an angry customer and resolving a complaint to their satisfaction doesn't mean sacrificing your self-respect.
Apply the following guidelines and you'll resolve more problems more easily, turn a complaint into a more positive experience for the customer, and still be able to live with yourself.
- It's your problem, but don't take it personally
It may not be your fault, but it's still your problem. Approach all angry customers with this attitude. Even if it is your fault, don't take the complaint personally. Customers complain because they want you to address a perceived shortcoming - not because they don't like you. Resist the temptation to fight back; even if you win the battle you'll lose the war - and the customer. - Listen
To address the customer's problem you'll need to know exactly what it is. As with all other endeavours, listening is a key skill. Shut up and listen carefully. Besides giving you some insight into the reason for the customer's distress, it also helps to exorcise some of the initial anger the customer is feeling. - Don't interrupt
Let the complainant express themselves - don't stop them mid-flow. Let them vent their anger; it'll be easier to reason with them afterwards. - Calm your complainant and clarify the problem
When your customer has finished, show some empathy - explain that you understand why they're so upset and that you're going to try to sort things out. Then clarify your understanding of their problem. Ask questions, qualify comments. This will calm your client and ensure your suggested solution will address all aspects of the perceived problem. Step into your customer's shoes. Look at your salon, your products, their problem and your actions from their perspective - and then decide whether or not their complaint is justified. - If it's your fault, say so. If it's not, don't
When you fully understand the complaint, decide whether or not your company is at fault. Don't automatically accept blame before you know that it's warranted. If it is clearly your fault, then admit it early in the process. Accept responsibility and don't hide, don't try to pass the buck. Adopt a genuinely humble tone. - Solve the problem
Think about how best to solve the customer's problem. If you need some time to come up with a response, then tell them so and commit to getting back to them in a specified timescale - and do so. Make sure that all of your responses project a clearly concerned but calm manner. Stress your anxiety that the problem be resolved, and project a calm confidence that you are the person to do it. When you have suggested a solution, then agree with the customer the steps you'll take and the timescale. Assure them that you'll take personal responsibility for seeing the resolution through - and do. Nothing is more important than resolving customer complaints, so attend to them with the utmost urgency. Research shows that it costs at least five times more to recruit new customers than to retain existing ones. - Don't accept abuse
Don't accept it if a complainant steps over that almost invisible line between the reasonable right to complain and outright personal abuse. Calmly explain that you are going to endeavour to address any problems they may have, but that you can only do that if they accord you the courtesy and respect you intend to accord them. If they continue with their abuse, then terminate the conversation. - Pin down moving targets
If you're dealing with a problem that seems to grow every time you implement an agreed solution, then ask your customer to put their complaint down in writing so that you can better understand and address it. This will help you to focus upon an agreed solution. Also, working things out on paper can sometimes make a complainant recognise if theirs is an unreasonable viewpoint. - Stop it happening again
Try to prevent angering customers in the future. At the reception let your customers know that it is your policy to resolve any difficulties they might encounter. Then, should they call to complain, their stress levels should be a little lower - given their confidence that they'll receive good support. Keep in touch - if something's about to happen that might upset customers, then let them know before it's an issue.
When a customer identifies a problem, then change what you do to minimise the chance of the problem recurring.
Customers who take the time to complain are generally telling you that they want to continue doing business with you, but with some changes. Put a high priority on resolving their difficulties - but don't ever feel you must sacrifice your own self-esteem to do so.
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