No matter what sort of business or salon you own, it can be extremely unnerving when a client comes to complain about your practices or your employees. You have full faith in your business and you want to make sure that it is fully protected against any potential lawsuits. Should you have a client that makes a claim then be sure to stay calm and handle their complaints with a mature attitude.
Maintaining your Composure
One of the main things that you need to remember is that you need to remain calm when handling an upset customer. Even if the customer is angry and tries to insult you, the situation will only become worse if you try to directly confront your customer. Instead, try and speak to them sensibly and listen to what they have to say. If the malpractice claim is very small then you may be able to soothe your customer by just offering a discount, a free product or a treatment within the business that can fix the potential problem. Whilst some will not accept this sort of compensation, you can at least know that you have done everything in your power to try and soothe the client’s issues.
Keep a Log of the Event
When a Client makes a malpractice claim against you, one of the main things you need to think about is how you will provide the evidence needed to protect yourself. That is why you should either set up CCTV Cameras in your business or you should take a log of the event. The sooner you write up the event in your log, preferably on the date it happened, the better it can serve as evidence and also help to refresh your memory should a lawsuit take place.
Make sure your insurance is in order
Should you be taken in for a lawsuit by the customer, you need to ensure that your business has the right protection. The last thing that you want to happen to your salon is that it starts to financially struggle due to a fine or compensation. So, make sure you have the correct insurance, like Holistic Insurance, in order to fully prepare yourself, just in case drastic legal measures are taken. The more insurance you have protecting your business, the more likely you can protect yourself from any future accidents, as well as protect your staff and even your store, spa or salon.
Never ignore the problem
One of the worst things that you can do in relation to a malpractice claim is try to ignore it or pretend that it will just go away. Whilst you should not immediately jump to the idea that there will be a lawsuit that occurs because of it, if you ignore it then this can immediately make you look like a guilty party. Instead, be sure to talk to your client about the malpractice and see if they can point out a potential staff member or machine (i.e. a straightening accident or allergic reaction to a product). From there, you can talk to the staff member, provide safety training, or you can replace the faulty product.