Marcus King, Evo Concept salon King & I
If a client makes a complaint, however small, the first action would be to discuss the issue immediately with the team member. You need to determine if they were just having a bad day or whether they may need more training in a specific area. If it’s a personal issue and not skills associated, you need to be aware of this too. Set a timeline for improvement and, if nothing changes, have a further conversation about why it hasn’t changed – is there anything specific worrying them or stopping them from improving? People don’t make mistakes deliberately, so find out what caused the mistake in the first place.
I personally think you should deal with all complaints in as much of a personal manner as possible. You need to juggle listening to the client and staying calm with the stylist; always be nice and empathetic. From trying to resolve the situation, you will see more results from a stylist that feels supported and reinvigorated.
“is there anything specific worrying them or stopping them from improving? People don’t make mistakes deliberately, so find out what caused the mistake in the first place.”
Sian MacLaren, Headmasters Surbiton for L’Oréal Professionnel
As a salon owner, I would always address a client complaint within a stylist’s PFS (Personal Focus Session) – we have these with all our stylists every 6-8 weeks, but we often bring the sessions forward if need be. In that session, I would talk the complaint form through in detail, looking for patterns to see whether the stylist has being thorough enough during consultation or whether there is a technical/skills gap that needs addressing. Once we have narrowed this down, I would then put the support and training in place to improve the stylist in this area.
If there is insufficient improvement after this additional training, I would try and establish exactly why this is the case. This can be for several reasons: lack of engagement, lack of enthusiasm, lack of motivation or lack of satisfaction with the role. I would reiterate my expectations, explaining how their behaviour can reflect negatively on the brand, the salon and the rest of the team.
Sometimes, it’s a simple misunderstanding between client and stylist, which can usually be rectified through patience, kindness and listening to the client’s concerns. I always try to get any complaint clients back in with their original stylist to be reviewed (alongside a second opinion from another more-senior member of the team). I find that if they can rectify their mistake, they will learn from it and work to rebuild their relationship with their client. Obviously, if the client is reluctant to come back to the same stylist, we will endeavour to book them back in with one of the managers to rectify.
Performance management is a great tool to help monitor, track and – in most cases – celebrate improvements that are made. It’s a simple way of benchmarking performance and highlighting the efforts made by the individual over a set timeframe. This can be motivating not only for the employee, but for you and the whole team too.
“Performance management is a great tool to help monitor, track and – in most cases – celebrate improvements that are made.”
Darren Fowler, Fowler35 for L’Oréal Professionnel
If you’re facing recurring complaints about a stylist’s work, it’s essential to approach the matter with a blend of empathy and professionalism. Start by scheduling a private meeting with the stylist to discuss the feedback – use specific examples of the complaints and the financial impact on the salon. You should emphasise that your goal is to support their growth and the salon’s reputation, so offer constructive criticism and listen to their perspective. It might also be beneficial to provide additional training or mentorship to help them improve their skills.
Should the stylist’s performance not improve, a more structured approach will be necessary. Implement a Performance Improvement Plan (PIP), outlining clear, measurable goals and a timeline for achieving them. Regularly review their progress and offer ongoing support. If there’s still no improvement after the PIP, you may need to consider reassignment or termination. Whilst this can be difficult, ensuring the overall quality of service in your salon is paramount.
To effectively manage complaints, establish a transparent and consistent feedback system. Try and encourage clients to share their experiences and take every complaint seriously. Also, ensure you are training your staff to handle complaints professionally, teaching them to listen, apologise and act promptly to resolve the issue. This will give you the opportunity to regularly review feedback and identify common themes and areas for improvement. Creating a culture of continuous improvement will not only enhance client satisfaction but also boost staff morale and salon profitability.
“You should emphasise that your goal is to support their growth and the salon’s reputation, so offer constructive criticism and listen to their perspective. It might also be beneficial to provide additional training or mentorship to help them improve their skills.”
