Complaint Handling Scripts
Complaint Handling Scripts for Barbers
In the barbershop, your reputation is built on every taper and lineup, but one unhappy client can damage your brand on social media. These scripts help you turn a bad experience into a loyal customer while keeping your focus on the clippers in your hand.
The Uneven Fade Complaint
Use this when a client calls saying their blend or fade looks patchy after they got home.
I appreciate you calling to let me know about the fade. I want to make sure you're 100% happy with the blend before your next event. Can you swing back by the chair this afternoon so I can take a look and even it out for you? It will only take 10 minutes of your time, and I'll get you right back to looking sharp.
Tips for this scenario
- -Never argue about the lighting in their house versus the shop.
- -Always offer a specific 'quick-fix' time slot so they don't feel like they have to wait for a full $40 service.
Common Mistakes to Avoid
!Answering the phone while the clippers are running and sounding distracted.
!Getting defensive about a 'fade' or 'taper' when the customer uses the wrong terminology.
!Promising a free cut over the phone without seeing the hair first.
!Forgetting to check the client's history before responding to a complaint.
!Letting a complaint go to voicemail and not calling back for 24 hours.
