Client expectations

Customer service is critical to the success of any business and much time and money is spent in this industry on ensuring that teams working within it are offering the best experience to their clients in every way. But what policies and procedures do you have in place for when a client oversteps the mark and is rude or offensive?

Every member of the team is entitled to be treated respectfully when they are in their place of work, in the same way that clients expect to be treated courteously. Hairdressers often become the confidante of their client with the latter often sharing insights into their personal beliefs and private life, and friendships are formed; but how do you respond if the client oversteps the mark with comments that cause upset and offence? It is important that team members know who to talk too in the salon if they have been offended and that their complaint, although perhaps not a formal one, will be dealt with in a way that ensures it does not happen again. What some people may view as 'banter', others may find offensive and 'advice' can be interpreted as a personal attack. Whilst you can determine how you want your team to address their clients and what topics to avoid, you can't control the behaviour of clients, but you do need to know what to do if a difficult situation arises.

Jayne x