Ep. 149: When the Client Isn't Right - Handling Complaints and other Difficult Situations
Description
Join Salon Goals: https://www.laurenlappin.com.au/salon-goals
In this week's episode Lauren discusses a recent difficult situation in her Salon business. From how the Team handled the issue with the Client at the time, to how Lauren and her senior staff are handling the situation now and into the immediate future, we go inside the Salon and navigate the journey together.
Handling Complaints and other Difficult Situations:
• 9 times out of 10, the Customer/Client IS always right, but in some situations the Client ISN'T always right. ~ Lauren Lappin. (06:00 ).
• A negative Client reaction (or overreaction) often has nothing to with the quality of your work, or your customer service. ~ Lauren Lappin. (13:00 ).
• The priority for us (Allure) is firstly to ensure that our Team Member is OK, and secondly to dedicate some time to training around dealing with these types of situations in our next Team Meeting. ~ Lauren Lappin. (16:00 ).
• Not all feedback is valid. ~ Lauren Lappin. (23:45 ).
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Lauren on Instagram: https://www.instagram.com/laurenlappin_
Allure's Instagram: https://www.instagram.com/allure_lashbeautybar
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This Episode was Recorded and Produced by Josh Liston at JCALdigital.org
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This episodes theme music (Title: 'Highlander'') is from the amazing 'Scandianvianz'.
Check them out on YouTube here and Subscribe to their Playlists: https://www.youtube.com/watch?v=NIGxBs8IPHM&list=PLzCxunOM5WFLOaTRCzeGrODz8TWaLrbhv&index=24
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