Business
Handle with Care – How to Handle Those Difficult Clients
Sep
Chances are you’ve seen them, odds are you’ve met them, and there’s a possibility that you’ve dealt with one personally: the dreaded difficult client who seems impossible to please. While difficult clients can come in many forms; the chronic no-show, the perpetually late arrival, the haggler, and more; we’re going to focus on the client who is quick to complain about anything or everything. Some people are difficult to please and some seem impossible, but with these tips you may just have a chance to make them happy or, at the very least, keep your sanity while trying.
ACTIVELY LISTEN
While some people complain just for the sake of it, sometimes a person can be difficult because they feel like their needs aren’t being met or their voices aren’t being heard. Taking a moment to truly listen to what’s being said can go a long way toward making your client feel heard and help to keep a potential conflict from forming. Asking clarifying questions and paraphrasing your client’s words can confirm to them that you’re listening and understanding, which can lead to smoother interactions in the future.
USE EMPATHY
We don’t always know what’s on a person’s mind or what they’re dealing with outside of the salon. Problems outside can potentially lead to raised tensions inside. On the other hand, a client’s problem could be a mistake from a prior visit that they felt wasn’t resolved. Approaching every interaction with empathy can help you to better connect and understand what’s happening, and better communication can lead to a more satisfactory experience for everyone.
OFFER SOLUTIONS
Actively listening and practicing empathy can go a long way to solving problems, but offering effective solutions can help seal the deal. If a client has had a bad experience or there was an error in a previous treatment, doing whatever you can to rectify that shows them that you’re not only willing to own up to potential mistakes but that you’re actively engaged in fixing them. This may not always solve the problem, but adapting and responding to your client’s issues can help strengthen your relationship and help keep future services smooth.
