What kind of complainer are you?

[loubylou]

If you had caused an injury how would you have liked to have been approached.
I have been lucky if i have ever done anything to anyone its been on friends and its never been anything that bad and they are still my friends .
Its difficult times when you just learn something especially if you are just out of college.No you shouldn't injure people but sometimes things like this can happen.If someone goes in to complain with the attitude 'right thats it i'll see you in court 'etc etc like some might do now there is the compensation culture i dont think thats right.

Sorry Gill, I've not been around for a couple of days,
Touch wood i have never caused an injury (yet) but i have made mistakes,
i have learned from my experiences that when a client phones or calls in and tells me about something they are not happy with and they do it in the same manner and tone as they usually speak to me then i smile back and put it right for them free of charge with lots of apologies,

BUT if they come in shouting or bring in their mum (had this from a girl in her 20s) then that is the wrong attitude to take with me or anyone and they get nothing but an apology and advised to try else where,
when people have this attitude from the word go i usually find they are not worth having as a client as they cause more harm than good to your business.

I do think you should complain, i would phone and ask to speak to the manager, explain the treatment and procedure followed and your painful result,
i imagine the manager will ask you to come in asap to show her (take photos while its at its worse) if i was her i would then bend over backwards to put this matter right and i think i would be inclined to send the member of staff on further wax training and ask her to apologise to you too,
it is against my salon policy to give refunds but i do put things right and if i was ever in a situation that called for a refund i would offer a gift voucher instead, this would give me/salon the chance to impress the disgruntled client and hopefully keep them as a client, hth :hug:

 

[Bebeautiful]

for me it depends on what I purchased, if for example I complained about something that I bought and it only lasted a week, I would be back to the store as quickly as I left the store to try the thing on at home, trust me, but if I bought something and it was over 6 months old it is still debateable. I like to pay for something and get my moneys worth lool

 

[marioned]

I was once in a soft furnishing shop (curtains, bedding, etc) and I was complimenting the member of staff as she finished serving me on how much I loved their shop and the service I have always received in it. The other assistant said to me, "I wish you'd said that a few minutes ago when the Area Manager was at the till with our Manager. They are away through to the office now."

I asked her to ask him to come out so that I could speak to hin. He came out looking a bit concerned (I think she's just said that a customer wanted to speak to him LOL). I gave my compliments again to him regarding the service and he and the staff members were delighted. xx

 

[gillian w]

Totally agree that you are definately more likely to get the result you are after with a polite,confident and thought out approach. This im sure works both ways ,whether you are on the recieving end of a complaint or are the one making it.

 

[*Ang*]

I'm no good at complaining either, I'm way too soft with people,...I generally leave it to my hubby, not that he's a good whinger, just that he uses all the right words! The last 'complaint' we had was in Holland in a restaurant - we had sat and waited what seemed like ages for a menu, then we ordered food and a couple of drinks. Again we waited yonks for the drinks to arrive then when the food actually turned up hubby complained to the waiter about the length of time we'd been sitting there.

The waiter was so so apologetic and told us our food would be free which I thought was fantastic. The next thing I knew, hubby got up - said 'come on, we're leaving'...I couldn't believe it, my lasagne was looking up at me just wanting to be eaten :irked: I nipped to the loo and met hubby outside - only to find out that he had paid in FULL - AND given them a tip!! hmmm...I must be missing something as that isn't generally how it's supposed to happen

 

[Blue Rose]

If I'm not happy with something then I will generally say something, in a polite manner. I've worked hard for my dosh & when I spend it, I want it to be worthwhile.

Had cause for complaint/comment today as it happens. I bought a coat from Monsoon 2 1/2 weeks ago & already the buttons had started to come undone. I could quite easily have bought some thread to stitch them again but considering what the coat cost, I shouldn't have had to.

Anyway, I took it back today & told the manageress I was really disappointed cos I really love the coat & she said they could get it mended for me. Through the course of the conversation, it turned out they had another coat in the store room so I've now got a brand spanking new coat instead .

As far as clients in the salon go, I encourage clients to say something if they're not happy with their treatment for whatever reason. At least we are then given a chance to rectify things and if I then get a lot of complaints about a particular therapist, I know I need to have a little chat.

I've been through some rum therapists in my time & it's only by clients being kind enough to comment & complain that standards can be improved & maintained.

So, all of you too polite - get complaining

 

[tog]

Sorry Gill, I've not been around for a couple of days,

BUT if they come in shouting or bring in their mum (had this from a girl in her 20s) then that is the wrong attitude to take with me or anyone and they get nothing but an apology and advised to try else where,
when people have this attitude from the word go i usually find they are not worth having as a client as they cause more harm than good to your business.

Hi Loubylou, sorry I'm intrigued, what an earth was the silly girl complaining about, that she had to bring her MUM with her?!
I had someone come back to my salon who stood there like a dummy whilst her very loud friend started moaning on about how the client didn't like the spray tan she'd had that morning. It made me totally lose any respect I would have had for the client, she hardly opened her mouth. Couldn't wait to refund her money and get rid of her, and as you said, who wants that type of client anyway?

 

[sknight]

I have to say it takes a lot to make me complain tbh as I work in hotels and deal with it a lot! The only thing I really compain about is those annoying phone calls from people trying to sell you something. I am quite ashamed to say that I am extremely rude to them over the phone and have also been quite abusive! I know its bad but I live with my mum and she is so polite and I she has been harrassed by them, so I take the phone and give 'em a piece of my mind. However, when it comes to restaurants I dont dare (for the same reason everyone worries about), I will sit at the table moaning and whinging to everyone then when they come over and say "is everything ok?" I go "ooh yes its lovely, thanks".....what is that all about?!! maybe i'm, bipolar.

 

[collin]

When it come to restaurant's I try and look at the whole picture...food service does the owner acknowledge you,atmosphere etc when making up my mind if it is a good experience I.E. the food could be fantastic but the atmosphere and staff are crap..well that gets a no vote etc etc.

Very seldom do I "complain" as such...I do however say it as it is....generally a waiter will ask if your meal is OK while you are eating..if it is I tell em..if its not I tell em..but in a constructive way.

I always tip if the overall experience has been a good one..if not..no tip.
i also never put the tip on the card machine..it always gets left in cash on the table.

In most cases I use positivity and compliments...i will always go out of my way to compliment as this generates a warm smile..after all dont you like it when people compliment you.:idea:

If I have eaten a meal and it is outstanding i will always ask the waiter to compliment the chef..they go off and come back and pass on a thanks message back from him/her...the service I then get from the waiter(who is also presumably after a compliment or tip) is also outstanding.

Also if I have eaten something exceptional..(maybe an unusual sauce combo with say a lamb chop..I had a liquorice sauce with this once and it was divine combo )I will always ask the waiter if he would ask the chef to write down the recipe for me..they are always delighted to do so and take it as an extreme compliment..I also have now developed a recipe book of some outstanding and unusual recipeis...I would dearly love to open a restaurant one day...just love that idea.

OK so Ive waffled to much I'm sorry :hug:....this thred is about food ..right??:lol::lol: