Member Update with Gayle Dube #4

Tips for Navigating Unhappy Clients

Client satisfaction and gratitude are what we all strive for in a service-based industry. So, when a client complains, a gut wrenching feeling consumes us. Managing unhappy clients can be challenging, despite our best efforts, we cannot always please everyone. However, empathy and a dash of humour sometimes create a lighter environment.

Empathy is paramount when managing unhappy clients. Putting yourself in their shoes, acknowledging their feelings, and showing genuine understanding is important. When a client complains or is unsatisfied, listening and allowing them to voice their concerns fully, lets them know that you genuinely care and are committed to resolving the issue. We might not always be able to resolve the issues or satisfy our clients, but we can show that we care. So how do we show them we understand?

Active Listening: Give your undivided attention to the client, maintaining eye contact and acknowledging their concerns through nods and affirmations. This helps create an atmosphere of trust and openness.

Reflective Responses: Paraphrase and summarise the client's concerns to show that you understand. This validates their feelings and ensures that you are on the same page.

Apologise Sincerely: A sincere apology can go a long way in diffusing tension and showing that you take their concerns seriously. Even if you believe the client is in the wrong, it shows them you are sorry they feel this way.

Lightening the Atmosphere: Humour can be a powerful tool in managing unhappy clients, as long as it is used appropriately. A joke or lighthearted comment can help diffuse tension, shift the focus, and create a more relaxed atmosphere. Keeping in mind not to undermine the seriousness of the situation.

With that said, Is the Client Always Right? This phrase is often used in customer service. In the beauty and aesthetic industry, it may not apply in every situation. In our industry, it is crucial to have a balance between accommodating client preferences and maintaining professional expertise. While it is important to listen and address client concerns, there may be instances where their expectations are unrealistic or incompatible with the services you provide.

It is essential to set clear expectations from the beginning to avoid misunderstandings. Ensure clients understand the limitations and possible outcomes of the procedures or treatments they choose. Take the time to explain and educate the reasoning behind your recommendations or decisions. Sharing your expertise can help clients better understand the situation and make informed choices.

Written by Gayle 
ABIC Facilitation Manager