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Schedule a tour nowDealing with Unhappy Clients
Posted on: May 26, 2014
A massage therapist should always maintain customer service. Without it, you will lose your clients, and let us face it, that is the livelihood of your company. Clients can become unhappy at any point in time and you may never even know when they are about to get upset. There are many ways to handle unhappy clients effectively without forcing them out the door and praying they never come back or forget. Yes, that means that you do not have to lock the door and hide behind the reception desk hoping they will just disappear in time.
Listen to Them
One of the best things you can do when you have an unhappy client is listen to them. This goes back to the hiding behind your desk; do not do it. Your clients want you to listen to them and when you do, they will feel better about the situation. Acknowledging the customer is the best way to continue the conversation and lead into your solution. You can express your concern by saying, “I am sorry you had that experience”, or something along those lines. It even helps to repeat a paraphrased version of what the client told you. This will show them that you were indeed paying attention and you are willing to listen further and help them.
Offer 100% Customer Satisfaction
Always have a guarantee about satisfaction in place. When your customers feel wronged, they will let you know. Your means of fixing the wrong could involve something like a free massage, if they did not like the first one and so on. This will help the customer trust your services and feel confident dealing with you and your company.
Keep Calm
Although your customer may be screaming rude things about you or your company at this point, always stay calm. If your customer sees you getting upset or angry, this will anger the customer even more. When a customer is upset, the last thing they want to deal with is a person with attitude who is supposed to be helping them.
Get Feedback from the Client
Another way to handle an unhappy customer is to ask them if the problem is handled and if they are happy. Of course, after you offer them a solution. Customers are generally happy with what you do for them, but you may get that stubborn one that wants something more because of their wasted time or having to complain in the first place. If you find that your customer does not like any of the solutions you are offering them, ask them what a suitable fix would be. They may request something specific.
Honor The Customer’s Wants
One way to keep an unruly customer at ease is to follow their suggestions. For example, if you have a customer who comes in but hates getting massages from Sandy, do not schedule the client on a day that Sandy works. Make sure to accommodate the client’s preferences and needs. You can also try to accommodate their needs in many other ways. If they want you to play nature music during their massage, then do so. It will not kill your business to switch the CD or take a couple extra steps to go get it. This customer service will pay off in the end.
Get with the Program
Customer service is an extremely important part of your business and without it; you would not have a business. Many small and large businesses lose focus on their customers and begin shrugging it off. This causes more upset and your clients will find another company that cares. Start taking hold of your massage business and show your clients that they are indeed important to you.
