CUTOMER COMPLAINT: Here at Exeter Hair And Beauty we pride ourselves on good customer service and we enjoy doing everybodies hair and helping them look and feel their best! We like to reward loyalty and we give away alot of services to clients who have earnt them. We feel very close to our clients and we love to meet new people. Although we all love our job, and find that is our main motivation, we still have to run a business and wages still have to be paid. Today we had a complaint from a disgruntled client who felt that we had not provided a full service to her daughter who had a pre paid package. The client was 45mins late for her appointment, we rang to check where she was and Mum rang us back to let us know she was running late. I explained that because they were late we may not be able to perform the full package but that we would do our best when she arrived. Her sister was also booked in at the same time for a smaller service, and was also 45mins late. When the client arrived I explained that one service in the package (manicure) wouldnt be able to be performed but that we could definately do everything else. She asked me could I write her a voucher out to come in at another time to have the manicure done. I explained that because she was 45 mins late she had unfortunately lost that part of her package and the time booked out for that service had passed and she had missed that appointment. Everything else in the package was done to the clients satisfaction (she filled out a feedback sheet with positive comments). Her sisters service was provided withought question despite the fact that she had completely missed her appointment. After the client left I received a phone call from the clients Mum who was furious that we didnt do the manicure. I explained again that due to the lateness we were unable to do it. I was asked why I didnt do extra foils in the hair to make up for the fact that we didnt fulfill the package. I explained that we didnt have to make up for anything, we were ready and able to start the package at the pre-organised appointment time and had the client been there she would have received the full package. When we made no progress together on the phone I was told that I ran a poor business and that I was only interested in taking peoples money and uninterested in keeping clients returning to my salon. I was also told that my attitude was poor and that they wouldnt be returning to my business and they were going to tell all their friends about this incident and tell them also not to come to my business. SO I THOUGHT I WOULD TELL EVERYBODY MYSELF INSTEAD! So If I have made a mistake or handled this situation poorly I stand to be corrected.
Posted on: Sat, 25 Jan 2014 04:57:52 +0000
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