No matter how experienced or well-prepared your team is, things can occasionally go wrong. A client might feel their expectations haven’t been met — and when that happens, a complaint can follow.

But instead of seeing it as a setback, view it as a chance to put things right, says international salon coach Liz McKeon. Here, she shares her expert advice on handling complaints — not just as damage control, but as an opportunity to show professionalism, rebuild trust and deepen client loyalty.

Service recovery is the process we follow when things don’t go to plan:

• How we rescue the situation

• How we handle complaints

• How we satisfy a dissatisfied client

Even with the best intentions and top-notch client care, mistakes can happen — whether they’re out of your control or due to an oversight by a team member. When the relationship between a client and your business breaks down, it’s time to act.

The service recovery process

Once a client’s issue is identified, the recovery process must begin immediately:

Empathy

Understand that when a client is complaining, you’re already starting from a place of loss. Put yourself in their shoes. Show them you care by actively listening and allowing them to explain their situation.

Respect

Stay calm — even if the client is angry. Their frustration is about the situation, not you personally. Responding with respect helps defuse tension and demonstrates professionalism.

Apologise

Offer a sincere apology, regardless of your personal feelings or who is at fault. Acknowledging their frustration helps reduce their stress and opens the door to resolution.

Take responsibility

If a mistake was made, own it — even if it was by another team member. Take charge of resolving the issue in a professional, helpful manner.

Settlement

Resolving the complaint often requires compromise. You may need to offer a refund, repeat service, product, or other goodwill gesture. While the immediate loss may be unavoidable, a thoughtful resolution can salvage the relationship and retain the client long-term.

Follow-up

Take appropriate steps after the resolution — such as a follow-up call or letter — to ensure the client feels heard and valued. Closure is important; an unhappy client left unresolved can damage your reputation.

Important practical steps

Time is critical when handling a complaint effectively:

• Immediately notify your insurance company by phone.

• Document the incident in writing.

• Complete any claims forms provided by your insurer.

Staff training for service recovery

After resolving a complaint, hold a training session with your team:

• Discuss the consequences of a service or treatment going wrong.
  
• Offer hands-on training to rebuild confidence and ensure consistency.
  
• Reinforce that complaints must be handled courteously, empathetically, and promptly.
  
• Introduce a formal complaints/incident report form.
  
• Role-play your business’s official complaint resolution procedure.

Complaints can be an opportunity

Rather than viewing complaints as a threat, welcome them. If a client walks away silently, you may never get the chance to make things right. But when they voice a concern, they’re giving you a golden opportunity to correct the issue and improve.

Handled well, a complaint can turn a dissatisfied customer into a loyal one.

Complaints are golden opportunities to:

• Right the wrong
• Listen and empathise
• Rescue the situation
• Win the client back
• Improve your service
• Build long-term relationships
• Say thank you

Lastly, remember: The client may not always be right, but they are always the client.

To learn more about Liz McKeon, visit here website here.