7 Smart Ways to Handle Dissatisfied Salon Clients Gracefully
Introduction
Dealing with dissatisfied customers is always a challenge. In the beauty salon industry, we all know that it’s almost impossible to please every single client. Although the salons are trying to provide the perfect services and experience to their clients, sometimes it just doesn’t happen.
Typically speaking, there are two types of clients that visit a salon. Some clients won’t be satisfied no matter how good your service is, and the other set of clients are dissatisfied because the level of service you offer is not up to the mark.
Here’s a little reality check: No matter how perfect your salon is, if the customer does not walk out happy after availing a service, your business is going to suffer. So read this blog to know the signs of an unhappy client and how to deal with them.
Table of Content
- Why Do Clients Get Angry?
- How to Deal With Angry Customers?
- Signs Of An Unhappy Customer
- Do You Have to Give a Refund to An Unhappy Client?
- How to Deal With Unhappy Clients
- MioSalon Software as Your Saviour to Satisfy Clients
- Conclusion
Why Do Clients Get Angry?
Did you know? 96% of unhappy clients never complain when they are dissatisfied with a haircut. They simply turn to the stylist and say, ‘Love it,’ when in reality they don’t. Also, 91% of these guests will leave and never come back.
Basically, most salon clients don’t openly complain; they silently disengage after unmet expectations, poor communication, or disappointing results.
How to Deal With Angry Customers?
In the service industry, encountering and dealing with dissatisfied customers is all part of the game. Whether you’re a seasoned salon owner or are just starting out, you’ll find yourself in an unpleasant situation at least once.
But know that it’s almost impossible to make every client happy.
However, managing angry clients should be dealt with care. Stay calm, listen to the client’s problem, and offer a solution by empathising with them. Acknowledge your fault and apologise for the situation caused. This will reduce their anger and make them feel reassured.
Stay calm, listen actively, empathise, apologise sincerely, and focus on resolving the issue instead of defending yourself.
Signs Of An Unhappy Customer
Unhappy clients show warning signs like constant complaints, silence, ignoring offers, or frequent comparisons with competitors.
1. Always Complaining:
If a customer voices frequent complaints, chances are they are unhappy with your services. They are constantly cribbing despite the exceptional service offered.
If a particular client is complaining too much, here’s your chance to make things right. Therefore, take advantage of the opportunity and address their problem.
Also read, How To Master The Art of Salon Client Consultation?
Repeated complaints usually signal deeper dissatisfaction, so address the root issue before the client churns.
2. Does Not Respond to Marketing Messages:
Addressing the problems of customers who voice their opinion is fairly easy compared to dealing with dissatisfied customers who decide to remain silent. If a customer does not answer your calls, emails, or text messages, it’s a sure sign that they are not interested in you.
Silence often means emotional disengagement; these clients are dissatisfied but unwilling to voice it.
3. Neglects Discount Coupons:
Has there been an instance when you made repeated attempts to send discount coupons to your clients, and you received no response? Well, if they’ve stopped responding to your promotional emails altogether, this can be a danger signal. Some are not interested in such messages. So try to get their attention differently.
But attentive clients ignoring it means that they no longer value your services, even at a discounted rate. These customers are usually tough to retain because maybe one bad experience has pulled them away from your salon.
When discounts don’t work, the issue isn’t price; it’s lost trust or a bad experience.
4. Regularly Compares You to Competitors:
Owing to the mammoth amount of information available on the internet, customers are quite well-informed these days. They have a fair idea about the kind of services your competitors are offering and at what rate.
However, every time a client steps into your salon and starts praising another neighbourhood salon, your alarm bells should start ringing. It means your services are no longer up to the mark, and your relationship with the client has become weak.
If you don’t take preventative measures to put things together, your clients will walk out the door.
Frequent comparisons indicate weakening loyalty and unmet expectations.
Do You Have to Give a Refund to An Unhappy Client?
Generally, clients don’t expect a refund but a good service. At the same time, you can offer a refund if the business is at fault. This is to maintain a good client relationship and to build trust.
Refunds aren’t always expected, but offering one when you’re at fault helps preserve trust and long-term relationships.
How to Deal With Unhappy Clients
The salon industry thrives on word-of-mouth recommendations. Not taking a vigilant approach when it comes to dealing with difficult clients can put your reputation at stake forever.
Proactive communication, empathy, solutions, and follow-ups are key to reducing negative word-of-mouth.
Here are 7 ways to deal with dissatisfied or unhappy clients:
1. Keep Clients Informed About Their Appointment
Quite often, a stylist’s schedule is running behind. In case such an instance occurs, keep the client fully informed. A salon can use salon management software to send out appointment reminders or appointment-related messages via text message and email.
This is the first step toward preventing the client from becoming unhappy. If they are not briefed before their visit, they can get annoyed easily if they have to wait.
Clear communication about delays or schedules prevents frustration before it starts.
2. Always Thank Them
After they avail of the service, thank them and ask them to provide you with feedback on the service and the salon or staff. There may be things they don’t want to tell you straight to your face.
Thus, they can resort to feedback forms to vent out how they felt about your service. You can also politely mention that feedback will help in the growth of your salon.
Gratitude and feedback requests make clients feel valued and heard.
3. Listen and Apologise
When the client is talking, listen! Nobody likes it when bad things are said about them. However, interrupting the client or talking back is never the right solution. Therefore, if you’ve made a mistake, apologise.
When you apologise sincerely and make an effort to make things right, your clients will appreciate you.
Active listening and genuine apologies defuse tension and rebuild goodwill.
4. Don’t Get Angry
When a client is unhappy about a particular service, anger is the most dominant emotion in their mind at that moment. At this point, they may be screaming at you for spoiling their hair or putting on the wrong hair colour. Whatever the instance, don’t get angry in return.
Raising your voice and not dealing with the situation in a calm manner can further agitate the client. Instead of making a scene at the front desk or in front of other customers, invite them into an office or space.
Tell them that this can be discussed appropriately. As a salon owner, it is important to remain cool and calm whilst showing as much empathy and offering a solution.
Responding calmly prevents escalation and protects your salon’s reputation.
5. Don’t Just Offer a Solution, But Solve Their Problem
If a client is unhappy with a treatment they have just had, offer how you can fix it. Focus on what you can do to solve the problem. Offering a free product is a great way to deal with a minor problem.
If not a retail product, you can also offer them a free service. However, you don’t choose. Suggest a couple of options and let them be the best judge.
Practical fixes like redos, free services, or products, matter more than verbal assurances
6. Follow Up
In case you’ve presented a solution to a client’s problem, go the extra mile by following up to check if they are satisfied. You can also mail them a handwritten note apologising for the poor standard of service on that particular day.
Doing this may buy you a second chance from the client. Even if the client never returns, give them an experience that will leave them with a more positive mentality towards your salon.
Customer churn is a natural phenomenon in the salon industry. However, it is vital to identify the reasons why the clients are dissatisfied with your services and what you can do to deal with them to reduce the churn rate to a great extent.
Post-resolution follow-ups show accountability and can win back lost trust.
7. Build Trust With Your Clients
Last but not least, you are doing all this to build trust with your clients. Addressing and rectifying their dissatisfaction will make them understand you better. They will know that the mistake was not intentional.
But building trust is not equal to pleasing your clients. It’s about consistently developing reliability, accountability, and transparency. Be proactive and provide a customer-focused approach.
Trust comes from consistency, transparency, and owning mistakes.
MioSalon Software as Your Saviour to Satisfy Clients
If you identify any of the above-mentioned warning signs, make sure you address them properly. MioSalon can be put to use in an effective manner for dealing with dissatisfied customers.
Are you still not sure how to identify your unhappy and dissatisfied clients? This salon management software is a great way to find out,
- Existing clients
- Active clients, and
- Inactive clients.
Know this well and level up your game. Improve your marketing strategies with MioSalon. You can also see each client’s profile view in 360 degrees. This allows you to do an individual analysis on each client.
With the client feedback system, you can understand your clients’ thoughts on your service. Ask questions that will make them answer genuinely.
For example, “Are you dissatisfied with the service?”, “If yes, can you describe what happened that led to your dissatisfaction?”, and “What were your expectations, and how did our service fall short?”.
Asking these questions will allow you to understand your clients better with more clarity. With this, you can maintain a good relationship with your customers.
And also, MioSalon lets you send feedback forms to your clients after the service. By this, you can understand how the client felt about your service. And also, if they gave negative feedback, you will know what went wrong. You will be given a red alert. If you get positive feedback, the client will be redirected to the GBP feedback page. The system will thank the client and may ask them to leave the same review on Google. This way, your salon receives more positive reviews and boosts its reputation.
FAQs:
1. What causes clients to leave a salon?
Clients leave a salon due to poor customer service, inconsistent results, weak communication, or feeling undervalued during their visit.
2. How do you ask for feedback from unhappy salon clients?
Ask for feedback using a salon feedback system and simple questions like, “What could we improve?” or “Did the service meet your expectations?”
3. What’s the best way to win back a dissatisfied salon client?
Apologise sincerely, offer a solution such as a redo, complimentary service, or refund, and follow up personally to rebuild trust.
4. How can salon staff be trained to handle client complaints?
Train staff to stay calm, listen actively, show empathy, avoid defensiveness, and respond with positive and respectful communication.
Conclusion
Unhappy clients are a major threat to your salon. They are injurious to the salon’s health. Just kidding. It is good to be cautious before they become strangers. If you identify any clients with such signs, follow the 7 simple steps to make them a happy client.
With MioSalon, you can level up your salon marketing strategy, increase salon bookings, and upgrade your revenue. Ready to turn your dissatisfied clients into happy ones?
Stop bad reviews before they go public. MioSalon notifies you instantly and encourages satisfied clients to post Google reviews.
Book a Free Demo Now to unleash the software’s speciality.
How to Get Started?
1. Book a Free Demo – See MioSalon in action. Our team will walk you through the features that match your salon’s needs.
2. Personalised Onboarding – Once you’re ready, we’ll set up your account, import your data, and tailor the software to your services, team, and preferences.
3. Staff Training & Support – We’ll train your team to use the system smoothly, including appointments, payments, client records, and more.
4. Go Live – Start taking bookings, sending reminders, and managing your salon efficiently. You’re all set to shine.
Start your Free Demo and see it in action! To learn more about the pricing plan, visit MioSalon’s Pricing Page.
