Complaining about eyelash extensions - how to deal with customer dissatisfaction?

Running your own eyelash styling salon often involves the risk of client dissatisfaction. This is most often due to a failure to clarify expectations, as well as a lack of repeatable procedures when performing custom styling. So how do you handle a complaint from a client who is dissatisfied with false eyelashes? Our guide will help you solve one of the most difficult topics related to eyelash styling, namely complaints.

What are the causes of dissatisfied clients after eyelash styling?

You need to know that as the owner of an eyelash styling salon, you are 100% responsible for everything that happens in your salon. This means that if the complaint is about a styling done by another employee, unfortunately you are also responsible for resolving this difficult situation.

The main causes of customer dissatisfaction with the artificial eyelash styling performed are:

• incorrectly selected extension method,

• use of poor quality glue for artificial eyelashes,

• lack of knowledge of correct methods of gluing eyelashes by novice stylists.

Mistakes happen to everyone, even professional stylists with years of experience in the industry. Of course, not all problems resulting in complaints are unresolvable. Sometimes it is worthwhile to try to resolve the matter peacefully and accommodate the complaint. If legitimate, this most often results in improved customer satisfaction and the possibility of her returning for a repeat performance of false eyelash styling services.

Eyelash extension services - how to deal with customer dissatisfaction?

The best thing to do is to start from the premise that we are all just human. This means that we have the right to make mistakes and errors, which are sometimes really trivial. This also applies to the situation in which a dissatisfied client of your salon lodges a complaint about the performance of false eyelashes. Of course, the complaint should always be taken into account. Also, try to work out such a solution to the problem that will benefit both parties.

In order to maintain your salon's reputation and receive positive reviews online, it is worth handling complaints in such a way as to satisfy your clients and encourage them to return to your studio.

Clients can sometimes have a bad day and make an appointment to correct it, such as styling false eyelashes. If you make a mistake that very day, which is picked up by the client... you have a problem. So what should you do in a situation where a negative review hits your business account after a service has been performed? Try to approach every complaint the same way. Even if the client is strongly claiming - stay calm and try to find the most favorable solution to the problem.

Complaints at an eyelash salon - a few steps for a positive resolution of a complaint

Step one:

Apologize to the dissatisfied client. Once a complaint occurs, and the person is strongly dissatisfied - simply apologize. Even if you know that the customer is not quite right, sometimes it's better to let go and grit your teeth. Try to apologize sincerely so that the dissatisfied customer cools her emotions a bit, seeing your remorse.

Step two:

Carefully listen to the arguments. Never start a conversation with a dissatisfied customer if you only know from feedback the reason for the complaint. Only after listening once again over the phone or in person to all the arguments should you make a decision on further action.

Step three:

Ask the customer how you can rectify the situation. Once you know the reasons for the advertised service, you will be able to meet the complainant's expectations or offer another solution to the problem. Offer several solutions, such as a refund. However, the best option is to ask for a second chance to perform the service.

Step four:

Second chance. Always try to get the dissatisfied customer to come to the office again. If, despite persuading the client to perform the service again, she is still dissatisfied, you can offer a full refund. This is a last resort, but also a chance to avoid negative online reviews of your services.

How to part with a dissatisfied eyelash salon client?

Even if you lose a client as a result of a complaint, try to put the negative feelings in your pocket. Finally, also ask the other person to give feedback on not only the service provided, but also the process of handling the complaint. Reliable feedback always has a positive effect on the quality of services in the future.

Remember - if you start the conversation with an apology to the customer who made the complaint, you will probably be able to settle the matter amicably. Whenever you notice a negative opinion about your practice - respond using the above tips. This is the basis for maintaining your practice's reputation and not losing more clients in the future.