Episode 149

Ep. 149: When the Client Isn't Right - Handling Complaints and other Difficult Situations

Join Salon Goals: https://www.laurenlappin.com.au/salon-goals

In this week's episode Lauren discusses a recent difficult situation in her Salon business. From how the Team handled the issue with the Client at the time, to how Lauren and her senior staff are handling the situation now and into the immediate future, we go inside the Salon and navigate the journey together.

Handling Complaints and other Difficult Situations:

9 times out of 10, the Customer/Client IS always right, but in some situations the Client ISN'T always right. ~ Lauren Lappin. (06:00).

• A negative Client reaction (or overreaction) often has nothing to with the quality of your work, or your customer service. ~ Lauren Lappin. (13:00).

The priority for us (Allure) is firstly to ensure that our Team Member is OK, and secondly to dedicate some time to training around dealing with these types of situations in our next Team Meeting. ~ Lauren Lappin. (16:00).

• Not all feedback is valid. ~ Lauren Lappin. (23:45).

Join Salon Goals.

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Lauren on Instagram: https://www.instagram.com/laurenlappin_

Allure's Instagram: https://www.instagram.com/allure_lashbeautybar

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This Episode was Recorded and Produced by Josh Liston at JCALdigital.org

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This episodes theme music (Title: 'Highlander'') is from the amazing 'Scandianvianz'.

Check them out on YouTube here and Subscribe to their Playlists: https://www.youtube.com/watch?v=NIGxBs8IPHM&list=PLzCxunOM5WFLOaTRCzeGrODz8TWaLrbhv&index=24

About the Podcast

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The Lash Business Lounge
Take Your Beauty Business to the Next Level

About your host

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Lauren Lappin

Lauren is a professional Lash Artist, Salon Owner and Beauty Entrepreneur. She has an insane love (borderline obsession) for all-things lashes.

If you want to learn how to build your Lash Business and fast-track your career - you’re in the right place.