How Do You Handle Customer Complaints In The Dog Grooming Business?
You’ll receive customer complaints regardless of what business you’re in. But when you work with dogs, you can expect those customer complaints to be heartfelt and emotional, since so many people consider their dogs as important as their children. Listen to your customer. If your customer is upset, you owe it to her to listen to her complaint even if she’s overly upset over something little. Allowing her to communicate her thoughts and feelings shows her that you consider her important and worth your time. Keep your composure. Make sure you maintain a professional attitude and a pleasant tone of voice and facial expression. Even if you think the customer is nuts, never let that opinion show. Evaluate the validity of your customer’s complaints. If the complaint is legitimate, you need to fix the problem by offering to re-groom the dog at no charge, refund the customer’s payment or compensate the customer in some other way. Discuss your customer’s expectations. He may not have understood
