Hair Design, Beauty, Lashes, Eyebrows, Fashion
This is for sure a customer service industry. And one in particular that is very much dependent on how well we please our client with our services that we offer. We don't get but few chances if any to mess up before we have lost the for good. However, the old usual stand by that the customer is always right cannot always apply in our industry in many situations, it's just up to us to have the voice, knowledge and professionalism to know how and when to put our foot down.
There are certain times when a customer comes in with a scheduled service on the books which you have scheduled around, for example a all over hair color. When in fact they have bleached ends when they arrive therefore needing a filler first and then an all over color which would in fact be a double process. Now at this point you have two choices and this is where your professionalism, skills and customer service skills all come in to play. A lot of things have to be taken into consideration but the conversation has to be had with this customer that they need a double process and were only booked for one. Before you have this talk you need to decide can you squeeze her secoud in, do you want to try, will they be worth the trouble, will it turn into a nightmare, should she be rescheduled. There will be other times when a customer comes in and has scheduled for one service and wants to be lightened several levels up from what they are and then may need to be toned after. That's a time you would have to advise them they may have to come back for toner or get some lighten today and come back a few days later after some conditioning treatments to finish because of the damage of their hair. Those are just brief examples of when you have to let the customer know you have their best interest in mind when you tell them that things cannot happen in the time frame by which they would like for them to. Whether it has to do with scheduling or chemical reasons it's up to you to make sure that the customer leaves with the same amount of hair on their scalp as they left. A lot of the time the customer is not used to hearing no, especially from someone they are about to pay money to, but it's a necessity in this business that you not be afraid to say no when you need to say no. Don't let a pushy customer talk you into anything you are not comfortable with, because in the end it's your name and your work going out on their head walking around . And a semi bald head with scabs on it from chemical burns is not very good advertisement for any of us.