With Spas & Massage Practicies popping up everyday, it has become even more important (especially in this day of social media) to handle customer complaints swiftly and efficiently. Here are some rules rants and customer complaints that may ultimately save your business:
1.) Customer loyalty can be elusive – But it is a neccessary evil! Never underestmate the power of a disgruntled customer. With the click of a button, an unhappy client could send your company into a tailspin. In truth the customer is not “always” right and complaints should be viewed as a “gift.” It’s easy to start arguing back to defend yourself, staff, etc. However, listening intently and sticking with a calm, collected approach will help troubleshoot even the toughest complaint.
2.) Stop talking and listen – As simple as it sounds, the first – and most important – step to take when dealing with a complaining customer is to be quiet and listen. Another key communication tip involves asking open-ended questions that involve the customer.
3.) Don’t take it personally – As frustrating as it is to be the customer with a complaint, it can also be difficult to be the person who gets yelled at for a problem likely caused by something or someone else. It’s important to not take it personal point some of the blame on an inanimate object, such as an entry form or something. This way you acknowledge there’s a problem and, without finger pointing or putting anyone on the defensive, can work with the customer to agree on a mutually satisfactory solution.
4.) Ditch the policies – The last thing unsatisfied customers want to hear is a recitation of your company’s policies. Your practice should know that should know that occasionally bending the rules will ultimately cost less it than it would to lose the customer or, worse, if the customer leaves and relays a negative story about your company.
5.) Avoid overcompensating – Ask the customer to propose a “fair and reasonable” solution, acting as a partnership with you to find a resolution, chances are it will consist of less than what you would have thought to offer.
6.) Patrol conversations via the web – In today’s digital age, there’s no way of knowing exactly where a customer will choose to voice a complaint. From traditional hotline numbers and online feedback forms to Facebook, Twitter, and user-review sites such as Yelp, the Internet is the customer’s oyster as far as retaliation is concerned. So make sure your keeping an eye out and responding before it spreads!
What other tips do you have for dealing with customer complaints at your spa or practice?