At Cuteticles, we have a one-week happiness guarantee. If we do not nail it the first time, we will make it right within one week of your service. We are arms wide open for client feedback and total satisfaction. Please note we do not provide refund for service rendered, although there are rare exceptions.
Below are common customer complaints and how to resolve them.
- Service cost more than what was booked for or was more than what was expected.
All techs are required to provide upfront pricing before performing the service. If there’s a disconnect in the pricing, it’s our fault for not making that clear.
- Listen, empathize, apologize and get more information so that you can resolve the customer’s complaint asap. Ask clarifying questions and take notes. What did you get done? When was your appointments? What did you expect to pay?
- Tell the client that you are on it and will get back to them by end of day etc. See below for some potential resolutions
Apologize to the customer and adjust the ticket price to what the customer was expecting. For example, “I’ve spoken with the team and here’s the breakdown. It was our job to tell you the pricing upfront and I am sorry we didn’t make that clear. I am going to refund you the difference and will work with the team to make pricing clearer for next visit.
- The client might just need clarification on all the charges. We will provide them with that and then offer to give them 10 or 20% off their next services and offer to book their next appointment while you are on the phone.
- Client is not happy with their service.
Happiness guarantee if within 1 week of service
- If not within 1 week of service
Determine if we can make a one time exception. Some good one time exceptions are
Customer was on vacation
- Customer is a great client, have been with us for awhile with lots of past appointments- If we can’t make a one time exception. Offer 10% or 20% off their next service and offer to book the appointments for them over the phone so that you can put in a note for the given discount.
- Nobody is picking up the phone.
- Rude or disrespectful staff member.
- Ignored when arriving in the salon.
- Service feeling rushed.
- Techs chatting to each other in another language, being rude.
- Techs not showing up for the appointment.
- Not being told about charges for add-ons.
- Late running tech.
- Botch jobs. For example, caused the customer to bleed or skin burn from botched waxing service.
Thoughtful Service Recovery
If you want to create a trusting relationship with your clients, you need to be quick to resolve any problems that come up. Acting quickly will show that you genuinely care about them and their experience. Acting quickly requires empowerment. At Cuteticles, every team member is empowered to spend up to 100% of the client's spend to rescue the guest experience.
Thoughtful Service Recovery Toolkit
- Gifts - crystal soak, collagen socks etc
- 10% discount on your next service
- 20% discount on your next service
- Happiness guarantee - If we do not nail it the first time, we will make it right within one week of your service. We are arms wide open for client feedback and total satisfaction.
- Full Refund - (Please note we do not provide refund for service rendered, although there are rare exceptions.)
Thoughtful Service Recovery Golden Rules
- Listen and empathize
- Apologize and offer a better solution
- Take responsibility
- Extra effort
- Follow up
