Let’s be real, Beauty Boss—no one loves getting client complaints. But here’s the thing: complaints aren’t the end of the world. In fact, they’re a golden opportunity to improve, strengthen client relationships, and build an even more successful salon or spa. The key? Handling them the right way.
If you’ve ever dealt with a frustrated client (and let’s be honest, who hasn’t?), this guide is for you. Let’s dive into exactly how to turn complaints into loyalty-boosting moments.
1. First, Listen With Empathy
When a client brings a concern to you, your first reaction might be to explain, defend, or brush it off. Don’t. Instead, take a deep breath, put down whatever you’re doing, and give them your full attention.
- Make eye contact.
- Let them talk without interruption.
- Acknowledge their frustration.
Clients don’t just want their problem fixed—they want to feel heard and valued. A simple, “I completely understand why you’re upset, and I appreciate you bringing this to my attention,” goes a long way in diffusing tension.
2. Take Responsibility & Apologize (Without Excuses!)
Once you understand the issue, own it. If your salon made a mistake, apologize sincerely. No excuses, no defensiveness—just a simple, heartfelt apology.
Try this:
“I’m so sorry you had this experience. That’s not the level of service we aim to provide, and I truly appreciate you letting me know. Let’s make this right.”
This reassures your client that their concern is valid and that you care about their satisfaction.
3. Offer a Solution (And Go the Extra Mile!)
Saying “sorry” isn’t enough. The next step is fixing the problem. Depending on the situation, here are a few ways you can turn the experience around:
- Redo the service (if applicable)
- Offer a complimentary treatment or product
- Provide a discount on their next visit
- Give extra attention and care during their next appointment
The key here is to make the client feel valued—not just compensated. Go above and beyond to restore their trust.
4. Handling Negative Online Reviews (Without Freaking Out!)
We all know online reviews matter. A bad review can feel like a punch to the gut, but how you respond makes all the difference.
Here’s what NOT to do:
❌ Ignore it
❌ Get defensive
❌ Attack the client
Here’s what TO DO:
✅ Acknowledge the complaint and apologize publicly.
✅ Offer a resolution and invite them to discuss it offline.
✅ Stay professional and kind—future clients will see your response!
Example Response:
“Hi [Client’s Name], thank you for your feedback. We’re truly sorry you had this experience, as it’s not the standard we hold ourselves to. We’d love the opportunity to make things right—please reach out to us at [your contact info] so we can resolve this personally. We appreciate your business and hope to welcome you back soon.”
Responding this way shows potential clients that you’re professional, proactive, and care about client satisfaction.
5. Use Complaints as a Learning Opportunity
Every complaint is a chance to improve. Instead of seeing it as a setback, use it as a tool for growth.
- Look for patterns. Are you getting the same complaints repeatedly? It might be time to adjust your systems.
- Train your team. Make sure your staff knows how to handle complaints gracefully.
- Improve your processes. If a mistake happens often, fix the root cause so it doesn’t happen again.
Final Thoughts
Upselling doesn’t mean pushing sales—it means providing expert recommendations that make your clients’ lives better.
When you:
✅ Ask the right questions during consultations
✅ Frame upsells as solutions, not sales pitches
✅ Focus on experience and results
✅ Rebook consistently
✅ Follow up with care
…your clients will appreciate the value you bring—and your bottom line will reflect it!
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