Nails Magazine

MAR 2015

Magazine for the professional nail industry.

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Page 101 of 208

100 | NAILS MAGAZINE | MARCH 2015 BUSINESS } Coping With Serial Complainers "Some people just love to complain," says Ron Kaufman, author of Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet ( You know the type — you do your utmost, but they still fnd faws or expect special treatment. "These kinds of customers complain, not so that they can become satisfed, but because they are never satisfed," he says. "To handle them, keep your wits about you. Don't let their lack of manners bring your manners down. Don't let their bad mood infect yours." If your salon setup allows it, he advises fnding strength in numbers. "In advance, work out with your colleagues when and how to support each other when a serial complainer shows up. Being served by you in tandem with a colleague or two will cause many serial complainers to back down or at least calm down," he says. "Finally, just before the complainer departs, let her know you are genuine about welcoming her back and wanting her to be happy. Most people — including serial complainers — will refect on their behavior later in the day and feel awkward or even ashamed. You want their fnal memory of you to be powerful and positive." >>>

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