Common Hair Problems

Dealing With Customer Complaints

This common questions asked within the industry is advice on dealing with complaints or difficult customers.  This isn’t because this happens very frequently within the industry, but more for the fact that as this is a customer facing role, from time to time you will inevitably come across a customer who is a little bit more challenging than the majority.

Hair Extension Fitting Complaint

What do you do if a customer hint to having a problem, or seems to be unhappy with hair extension? Most situations are very easy to resolve, so keep relaxed and work through the problem one step at a time. When you run a business it is important to remember that you wont be able to please everyone all of the time, so learning to deal with complaints effectively is key.


Check the issue Your Hair Extension Client Is Experiencing

Take the time to understand the problem your client is experiencing so that you can begin the steps to finding a solution.  Make sure to speak to client and ask for pictures of full head of the hair. If you want to physically see the hair, advice client to keep it intact on the head so that you can see what the problem is.

Offering Your Client A Solution

Once you have understood the problem you can then look to offering your client a solution.  Check examples below:

Trouble managing my hair extensions on a daily basis.

Provide a more comprehensive aftercare sheet for them to read through, talk them through it on the telephone.

Hair extensions feel dry.  

This could be due to incorrect aftercare, and 99% of the time you will find that just a small change in their aftercare routine, for example ensuring they are using the right after care products..

Loss of hair extensions

This may include use of wrong aftercare, routines, so you would need to advice the client not to worry, and that you are happy to help her with this.  If they have only been in a matter of days or a few weeks, we would recommend a complementary check-up appointment free of charge to reinstall the hair extensions she has lost, go through her aftercare routine again, and to check there aren’t any other possible causes for this.

Tough Hair Extension Problems

Remain professional at all times and represent your business properly even in a challenging situation.

Stay 100% true to yourself and your client at all times.  This means that you may encounter a situation where you have to be honest with yourself and may have to admit to a mistake on your part if indeed your quality of hair is bad. No one is perfect, and therefore mistakes can be made on your part as well as the clients, so you must always act in a fair and professional manner at all times to guarantee happy clients and a growing business.

If the issue the client is experiencing is not down to you or your service in general, for example, the client has gone against your advice by bleaching her hair extensions and is now unhappy with the quality of the hair, you will need to learn to stay polite but firm with your clients. For example, you may have included on your consultation form that dying or bleaching hair extensions is at your clients own risk.

Dealing with Unhappy Clients

Unhappy customers are a fact of life for all businesses, therefore try not to let it knock your confidence too much.  Most customer issues as illustrated above are very easy to resolve, and your clients will be blown away by your customer service if you are happy and willing to help under most circumstances.  You will just need to remember to always stay calm, cool, and collected in your responses to your clients, even if they are more challenging, and when you have tried everything to please a client which simply does not seem to be responding to your efforts, as long as you know you have tried your best and performed a satisfactory service this is all you can do.


Good and Bad Experiences with Customers

All businesses have good and bad customers, and it is in learning how to deal with these successfully and effectively that will help your business to grow, and for you to continue on a path of self-improvement within your business.

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