Originally Posted by prterrell
How you handle a dis-satisfied customer will have a larger impact on your business than your dealings with satisfied customers. Giving refunds hurts in the short term, yes, but in the long-term, it can pay dividends. The aim is to turn an unhappy customer into a happy customer, or at worst a neutral customer.
I completely agree with you........as business owners we all should remember how important our reputation is.
I just recently had a "sticky" situation at my Salon.
A new stylist that I hired about 2 months ago did a haircut on one of my very good client's daughter last week. I wasn't in the Salon at the time so I didn't know that the haircut was very much "less then perfect".
Fast forward to this week......my client comes in and tells me how very disappointed her daughter is with the haircut, it's uneven, the stylist rushed the job, etc., etc., etc.............
My immediate reaction....."please give me the opportunity to make this right, ask your daughter to come right in."
Long story short......I re-cut and fixed this girl's hair (free of charge obviously), gave her a free reconditioning treatment, a free parafin wax hand dip, AND FULL REFUND for the original haircut.
Did she receive a haircut from the other stylist? Yes.
Was it a "perfect" cut? Hell NO
Could she have walked around with that haircut? Yes
Would she have "bad mouthed" my Salon? Hell YES
Moral of the story........Bend over backwards to protect your business's reputation and to keep your clients happy.
It only takes 1 unhappy client to ruin your good name.
This story did have a happy ending........this girl ended up booking a $150 foil with me next week.....so it was definitely worth my while to rectify a bad situation.
To the OP, your reputation is worth a heck of a lot more then $250, especially if this is a business that you are serious about pursuing in the future. That $250 will come back to you tenfold.