Consistently measuring up to customer expectations is a tall order. Even the best salon may fall short from time to time. How you handle those instances sends a strong message about your salon, its values, and the very heart of your business. Below are steps to prepare you for regaining customer trust.

Recovering from operational and service glitches

There are potential problems that will arise on any given day in your salon. Some of the problems may be relatively small like an employee calling in sick or equipment malfunction. Other problems may be further reaching affecting more of your client base.

Apologize and mean it

Your salon has spent a lot of time building up a good reputation; don’t let one mistake damage that. Be sincere and respectful to your customer. Emphasize with their position and use this opportunity to connect with them. Follow through on your promises and follow-up with them to be sure they are satisfied. Your willingness to resolve issues and complaints in the customer’s favor may very well help your salon in the long run. Unhappy customers can be turned around and potentially become your strongest advocates. Make sure that every member of your staff is on board with this effort.

Make “Customer Empathy” part of your salon

Don’t wait for customers to recognize that a problem has occurred. Be proactive. No matter how small, each problem needs to be dealt with immediately and to your customers’ advantage. Many times, problems can be resolved with a sincere apology. Depending on the situation, it may be necessary to replace products and/or offer a free or discounted service. Always make the resolution appropriate to prove that you stand behind your brand.

Regaining customer trust

What does it all boil down to? Take your customers seriously. Don’t offer hollow apologies or excuses. Show that your salon is customer focused by taking measures to distinguish your salon from others. Your actions will speak volumes about your business.