In last week’s newsletter we discussed the importance of a predetermined process for dealing with customer complaints as it relates to product or treatment reactions. We also gave you a few ideas on how to deal with a client complaint or reaction. If you missed that newsletter, be sure to read it again here.
I hope you use the tips, as they are tried and tested in ensuring you turn a complaint client into a lifelong loyal client.
As promised, and in response to a demand for real, actionable tools and templates, I’m pleased to attach an appropriate standard operating procedure for dealing with a client complaint or skin reaction. Once you have adapted the SOP to suit your specific business, be sure to implement it and most importantly train, train, train!
It’s important that you role play different scenarios with your team and ensure everyone is comfortable and proficient with the process.