How to handle serious customer complaints

Did you know that since last October, salons must consider whether they should use Alternative Dispute Resolution (ADR) and could potentially face a financial penalty if they don’t? At Salon London, as part of the NHF Business Workshops, Jo Holland and Jason Lawrance from Small Claims Mediation (UK) Ltd explained what ADR actually means to you. "There are three levels of dispute resolution that salons may need to turn to us for: negotiation, mediation and arbitration," explained Jason. “In the event a client makes a complaint about your salon, the first stage is to go to negotiation about how to remedy the situation. This could be as simple as offering for an alternative member of the team to make good the work. “If it's not possible to come to an agreement, mediation can take place in a 'confidential bubble' where both sides get to state their case and try to find a satisfactory resolution. Once an agreement is reached and terms are drafted and signed this forms a legally binding agreement. “If a dispute goes to arbitration, the arbitrator come to a recommended solution based on the evidence provided to Small Claims Mediation (UK) Ltd (or an alternative third party). That decision can be enforced in the civil courts.” While no salon wants to face customer complaints, disputes - particularly over high value services like colour and extensions - can sometimes spiral out of control. Knowing you have an ADR provider in place will ensure you follow the right procedure to avoid finding yourself in the civil courts.