You ruined my hair!
The nightmare for every hair extensions seller! An angry client, telling: “You ruined my hair!”. This experience can even turn the most charming client into a dragon! She left your store one week ago and you nearly became Best Friends Ever. But today, you wished you had never ever sold her that hair. Do not worry, you can learn from this experience, or to avoid it read this blogpost.
Customer complaints can give businesses a wake-up call when they’re not achieving their fundamental purpose: meeting customer needs. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints create a moment of truth when a customer who is deciding whether to return can be made even more loyal.
Do not doubt about the quality of the hair you sell
Of course, when you buy hair from a new supplier, you test the hair, test it again and put it another time to the test. You install the hair and make sure you know how the hair reacts after all weather conditions. Or if the person sweats. You should only sell hair. This all helps to have the right response if a client has a complaint about the hair.
It will also help you to stay confident, because I can tell, a disappointed client can be rather emotional. To her opinion, you made abuse of her trust, she did not look as good as she wanted to look and … you took het money. Enough, to be very, very angry. The best way to responds is in a calm and controlled manner. Let het do her story, do not feel offended and listen, listen very well. Because there is a good chance, she will tell you what went wrong. Or better what she did wrong.
People sometimes forget they must maintain the extensions
It is odd, but true. People do comb their own hair carefully, when they woke up or during the day. We all know that is the best way to keep the hair smooth and silky, but the same goes for the hair extensions. Did your client brush the hair and kept it free from tangle and knots?
Check the hair business package to launch your hair store, even with samples.
Does she love her hair extensions?
We want the hair extensions to blend perfectly with our own hair. But this does not mean it has become our natural hair. You must be gentle with the hair extensions. If your clients used clip ins, she must realize these clips are attached to the real hair. Any bad movement may damage the hair. She should apply the clip without damaging the scalps.
Wash with care
At the other hand, if she tells you she did extreme washing she did not realize to wash the hair too frequently will damage the hair also. She must use the proper hair care, again also extensions deserve a good treatment.
Mapping Customer Journeys & Dealing With Customer Complaints
Protect the hair
How did she sleep with the hair? Often the best is to braid the hair before you go to sleep. Or to make a ponytail. Because the hair will not get any natural smoothing anymore, she could use an oil to prevent the hair from drying out.
Do not overheat the hair
Finally listen well if she did not use heated tools that might have damaged the hair. Extensions will get damaged if they are treated at a temperature that is too high.
No, you ruined my hair!
Okay, it will not be a smart conclusion once your angry client has calmed down. It is not smart for you to say, “you ruined my hair!”. But see what you can do to help this unhappy client. New hair, a discount, or some free hair care. Be happy she came all the way to talk to you and if you make her happy, she will tell the good news too all her friends.
But you must be sure to share the maintenance guidelines on your hair store website and on a flyer that comes with every customer order. Keep on educating your clients, get less angry clients anymore and keep on working on a loyal client base. After all you only want your clients to return to buy more hair, not because they are complaining, right?