As a service business, we sometimes receive complaints from our customers. It is our policy that we can minimize customer complaints by providing superior customer service. Complaints should always be recognized as a valuable tool as they identify areas in which we can improve our service, and if handled correctly, will stop a customer from criticizing us to other parties. A complaint is a bad review on any platform, a negative email, calls or voicemails with negative feedback, or in person negative feedback to a manager or staff member. 

We consider more than three complaints a month as a sign of trouble. The objective is to fix weaknesses promptly before they become entrenched. We recognize that poor customer service damages everyone. If a complaint is made through the website, we will take the details of the complaint and send a text and email to the store's owner and manager. It is your responsibility to respond to the client as soon as possible and, if possible, arrange a time to meet and rectify the problem.

Responding to a Customer Complaint 

• Maintain good communication with the customer at all times and encourage them to speak to you if they have an issue with your service.
• Listen without interrupting if it is a verbal complaint.
• Do not get defensive.
• Acknowledge their problem or complaint. ("I'm sorry you had that experience.")
• Ask questions to ensure full understanding of the problem with the customer and your staff.
• If the complaint is about the quality of a haircut, ask the customer for pictures of the haircut.
• Find out exactly what the customer wants from you. ("What can I do to help?")
• After getting all information, explain what you can do in response. If you are unable to assist, explain why and discuss alternatives. ("Here's what I can do.")
• Once a solution has been agreed upon, take action promptly. Use your discretion to apply discounts, or even refunds as needed.
• Follow up with your customer to ensure they are satisfied.
• Communicate the experience to the stylist in question. Show them pictures. If they need help in that area set them up with a class.
  Let them know you are investing in them. We don’t want any barber to feel left behind on their skill set.

How to reduce complaints 

• Respond to customers as soon as possible and always within 24 hrs.
• Call the customer promptly if your staff is unable to keep an appointment.
• Provide good quality work and have pride in each job that you complete.
• Greet every customer by welcoming them into the shop and offering them a beverage, and letting them know we appreciate that they chose CHOP.