Feeling under supported when a client complains

[laurakate]

As an employer, how do you support your employees if a client complains about a treatment?

Do you give the employee the benefit of the doubt or do you take the clients word for it and take a close look at what your employee might be doing wrong?

What is the difference between dealing with such a matter constructively vs dealing with it negatively?

What, as an employee, can I expect from my employer in such instance?

[wonderwoman]

If a client complains, they may not come back, reflecting on your buisness income.

Personally i would try to appease the client and reassure them. We all tend to know if the client is at fault, but on occassions some therapist/stylists are off their game.

I would highlight the error away from the client and i would also highlight what has come into my attention.

Id ask some personal questions, to see what may have troubled them and i would offer them additonal training if they feel inadequate at the time. At the end of the day i feel education is an investment in our skills, and it gives confidence to some niggly issues that you may want to reassure yourself sometimes.

I would hope that as an employee that i would have the above as a rectification/super great boss. However if you have a employee act irratically or that they are not at fault, when it may be the same issue, to cut them loose. As some people do not want to change, put them on probation, so you keep and eye on them. hths xoxo

[jacqueline]

I try to do what is required to make the client happy (within reason if I believe it is a genuine situation) then I ask the therapist her side and go from there. Next time we know how to deal with the client and watch for any serial complainers or rectify things if it is something wrong with the treatment or therapist.

I had a senior in over the weekend who had the tech paint her toenails 3 times as she didn't like the colors. I told the tech not to do that again and to come get me if it happened again, it sounds petty but the client had picked the color herself and spent about 15 minutes dithering about it and then having the 3 polishes making us late for the next client.

However she is back in with her husband Thursday so I said we would squeeze her in and change the polish making it a 4th time.

They are regular massage clients and the wrong side of 80, if young at heart so I bite the bullet and keep her happy.

[lbrown332]

You could also try doing regular 'trade tests' on all your therapists so you can judge if you can give them any pointers about any part of the treatment. I used to get them all the time and I really enjoyed giving my manager a treatment like a client cause it gave me some alone time with her to ask her about anything, give me any pointers etc

Also, gives you an idea of how your therapists act with clients

Leanne
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