As beauty professionals, we interact with people on a daily basis. We do this enough to put us in risk of dealing with irate clients. I have worked as a cosmetologist since year 2000 and in those years I have seen stylist cry because of the actions and words of a customer. If you are planning to stay the course of your career, then the likelihood that you are confronted by a mean customer is only a matter of time. Continue reading so that you are equipped and prepared in the case that this shall happen.
One of the first and important things you want to remember is the objective to stay in control of the situation. “How do I do that Hair Lady”, you ask. You do it by maintaining a strong posture and serious tone of voice. I demonstrate here on video what that looks like. A strong tone of voice is not with pitch or shy. It is assertive and confident.
Secondly, anytime you want to control a hostile customer, begin asking questions. Ask questions for understanding. This will do two things. Number one; it will make a person feel that you are concerned about their issue(s). Asking a question will give you a better result than a command or statement. Here is a example: A customer is upset because she has been waiting longer than expected for service. Making a statement that she isn’t the only one waiting, and you’ll get to her soon will sounds uncaring. Instead ask her a couple of questions like, “Do you have somewhere to be at a certain time”? Or “If we got started in the next 15 minutes, will that inconvenience you?”. Or “I apologize for the unexpected wait. Can I reschedule you with a 20% discount?” Asking questions will give you a better understanding about the customers frustrations. It will help you to calm those frustrations as well. If the person has a reasonable gripe, then this tips will surely help them to calm down.
As professionals we have to constantly improve our communication skills. Doing so will help diffuse unpleasant situation and help others see us as the professionals that we are.
Have you ever had to deal with a difficult customer? If so, share your story. How did you deal with it? What was your outcome.