The Hair Business 10-Step Guide to Handling Customer Complaints

If you’re not getting bad reviews, you’re not selling enough hair.

It’s as simple as that.

Bad reviews are a healthy sign of business.

Do you know how you trust a product with 4.6 stars and 3000 reviews instead of one with 5 stars and 300 reviews?

You just feel some kind of transparency towards the product, and you buy it accordingly.

I adore raw hair, it’s the highest quality out there, but some people might be surprised by some of its features like how it frizzs up in humid conditions.

It’s a misunderstanding but it can lead to a bad review. It’s no one’s fault, and it is going to happen, but what to do about it and how to manage customer reviews?

1- Don’t Take It Personally

When you receive a bad review, you can feel frustrated.

Let yourself rest for an adequate amount of time, say your mantra, or meditate if you have to.

Don’t respond right away.

It will be personal. A bad review is not bad until you respond badly.

Respond in a timely manner for up to 24 hours.

As long as you get a hold of yourself and speak rationally and respectfully.

It’s about the product, the shipping company, or the knowledge level of your customer.

It’s not necessarily about you personally.

2- Identify the Type of Customer

Try to figure out where this is coming from.

Customers are people at the end of the day, so they act differently.

I know you can find a customer annoying, and she can probably be.

But by identifying the customer, you can know where the problem is.

Maybe it’s coming from the high expectations you have been giving.

Or the stylist did something wrong with the installation of the wig.

Analyze the review and communicate further.

3- Listen to Meaningful Complaints

Some reviews helped us to get better at selling hair.

Hair is a personal product, so people can get angry.

But there are a few 3-star and 4-star reviews that are pretty suggestive.

They are satisfied except for one thing.

They can have a point that you might overlook.

It’s for you to figure out if this is adjustable and if you need to work on it or not.

4- Have a Guide

Study your reviews and complaints and act on the recurring problems.

Many people share the same problem that can hurt your reputation.

That’s why you need to do something about it immediately.

Communicate that with your customer service team and tell them exactly what to do.

You have to be honest and open with them so you’re all on the same page with the same procedures.

5- Avoid Non-Apology Apologies

Don’t give side-eyes while giving an apology.

Don’t admit the problem but introduce a contradiction that suggests that the customer might be wrong too.

It gives bad vibes, infuriates the customer, and can make things way worse.

Be sincere, diplomatic, and sweet.

6- Actually Listen to Your Customer

If you’re face-to-face with customers in your showroom or hair salon.

Don’t be distracted by your phone or any other thing.

Make eye contact and listen to them.

Appreciate what they’re experiencing and act on it.

If you sell online, you might want to send a detailed email with the problem.

Like if it was delivered late, tell them when they made the order, when it left the store, when it arrived at the shipping company, and when it arrived in their city.

If you didn’t keep your promises, compensate them.

You need happy customers.

7- Don’t Overpromise

Speaking of promises, don’t overpromise.

If a client is upset about a bundle, don’t compensate them with 10 bundles!

You need to stick to your policies and let your customer service stick to them.

You will be tanking your business if you’re giving away unjustifiably.

Let everything be clear about you.

8- Giving Clear Information

Wherever and whenever you speak to a customer about solving their problem.

Communicate clearly with them all the circumstances and the logistics of this problem.

Let them know what to expect and when to expect it.

Don’t apologize for sending a late delivery with a free bundle that takes a week to arrive.

That agitates the customer even more.

Fill them in with the updates and let them review the policies.

9- Verify the Resolution

Be organized about it.

Prepare a spreadsheet that states the customer's personal information, the review, the problem, the reason, the solution, and the progress of resolution.

Make a checklist to ensure that everything is on track.

That way you don’t get lost, and you feel in control.

Verify that with them and test their satisfaction level, provide special offers, and move them to the VIP list if they’re worth it.

10- Treat Customer with Respect

Send genuine warm responses and speak like your brand would speak if it were a human.

Don’t let your moderator copy-paste the same thing.

It gets people mad.

Lead a personalized experience that really cares.

And in return, you will have a stable business.

Roll in our Hair Business Masterclass to learn how to write emails and update your customers.