No matter how professional you are as a massage therapist, there will come a time when you will have to deal with client complaints. This can be an unpleasant time for both the client and the inside clinical massage therapist, but a complaint that is handled well and in a timely manner can turn a disgruntled client into a valued and regular client. The best way to handle complaints is to have a documented policy that spells out exactly how complaints will be handled so that no matter who receives the complaint, the issues are handled the same way every time.
- Take note of the complaint
Listen to the complaint without bias, and make sure the customer knows you are listening. Maintain polite eye contact and do not interrupt. When the customer has finished, ask probing questions to get all the details of the complaint, and repeat the complaint to make sure you know all the details. Try, as hard as it may be, not to take the customer’s complaint personally, but see it as an opportunity to improve your business.
- Stay Calm
Regardless of the nature of the complaint, it is important that you remain calm. There is no point in getting angry with the customer and getting into an argument. Not only is it unproductive, but it will cost you a customer who will not hesitate to tell others about their experience, potentially costing you more customers in the future. Remain calm and polite, and make sure you appear professional at all times.
- Document the Complaint Details
The complaint should be documented as soon as possible, detailing everything that is bothering the customer. This is best done when the customer is present and you describe the details of the problem. This also shows the customer that you take their complaint seriously and intend to investigate it. Documentation should include the customer’s name, address, and contact number, and clearly list and explain the issues raised.
4 Provide an initial response
Once the customer has made their complaint, apologize to them for their inconvenience. Try to put yourself in the customer’s shoes and look at the problem from his point of view. Often a customer just wants to know they are being listened to, and by empathizing with their problem, you are giving them what they need at that moment. Then, give the customer some options on how you will solve his problem. Let him know that you have taken responsibility for solving the problem and that you will take care of it as soon as possible. Always leave the customer your full name and contact information and make sure you have their name and contact information as well.
- Solve the problem
It is often possible to resolve the issue immediately once a complaint has been heard. If this is possible, do so within sight and hearing distance of the customer so they realize you take them seriously. Sometimes it may be necessary to ask the customer how they would like the issue resolved, which can lead to a compromise situation where the customer feels they have been heard and that the issue has been addressed in a timely manner. If the issue cannot be resolved immediately, assure the customer that it will be investigated and that they will be informed of the outcome. In this case, always call the customer back and let them know what steps you have taken and that the issue has been resolved.
- Thank the customer
Thank the customer for their feedback and confirm that you have taken note of their complaint and will investigate it. Sometimes it is advisable to apologize to the customer in some way, such as a voucher for a free massage or even a free coffee or movie. This will show the customer that they are valuable to you and that you appreciate their patronage.
- Prepare for the future.
Prepare a policies and procedures document for your clinic and make sure you have a standard policy for handling complaints. Keep a record of all complaints and file it appropriately so you know how to handle similar issues in the future or so you can point out important issues you may not be aware of. In addition, this record can be valuable evidence of steps taken to resolve issues if the matter escalates and is taken to court.
