Complaints or Compliments?

Facts, nobody likes it when someone is unhappy with something you have put your heart and soul into. By nature, it’s hard to not take it personally. While it is hard to please everyone (though we might try) everyone has a different journey in life that forms different perspectives and opinions. Even with the best intentions, inevitably there will be someone who has a different experience from yours.

In business, you must welcome these differing viewpoints to create an overall better experience for your customers. Though we may think our business is perfect, at times we are too close to it to see it from an outside perspective.

Let’s elaborate, imagine there is a chip in the paint on the wall in your salon on the backside of your tanning bed, and even though you clean this bed several times a day, the angle you must be at to see the chip is not a vantage point you see cleaning. Only by laying in the bed and tanning are you at the correct angle to see it. Your customer however sees it a couple of times a week. At first, they may not think anything about it, however, after a month (8 tanning sessions) it starts to annoy them. Maybe it changes their view of your business and the cleanliness or upkeep. Here is where it gets crazy.

Customer A- says nothing. Continues to tan for a while then suddenly stops coming in. You have been ghosted. Your equipment was great. Your customer service is on point, and your price structure is the best in your area. However, that little “chip in your armor” was enough to subconsciously have them try another business. Was it a big issue? No, but this little flaw seen every single session was filed away in their mind as something you didn’t think was worth fixing to improve their experience in your salon.

Customer B- tells you about the chipped paint, or even continues to remind you about it each visit. You may think “Geesh, this customer is annoying. Why are they so worried about it?” however, these customers are gold! It gives you the opportunity to improve your business and provide an amazing experience for all.

While this example is minor, it could be a bigger issue. You can’t fix something you don’t know is broken. In fact, complaints can incite needed change that benefits all your guests. You’re not only making an upset customer happy, but you are also making happy customers well, happier! The next time “Karen” tells you something you don’t want to hear, take a moment to think about how what they are saying could improve your business. Dealing with these issues correctly can change complaints into your biggest compliments.