Issue link: https://www.ascpskindeepdigital.com/i/1464744
New member benefit! Get the ASCP SkinPro app at ascpskincare.com/skinpro 25 BEAUTY BUZZ BEAUTY BUZZ Everyone deals with unhappy customers. To help, members of the Forbes Business Council off er some advice for turning the situation around and regaining clients' trust and loyalty. 8 Strategies for Dealing with Unhappy Clients 1. Listen to Their Side: "Most individuals, when unhappy, want only one thing—to be heard," Forbes Business Council member Jackson Hedden says. "The most effective route to resolution is to listen keenly to what they have to say. If you are attentive to what they are saying, they will often tell you exactly how they would like the problem solved." 2. Show Empathy: "Some customers will be angry and complain because they want something for free," Simon Chamberlain says. "Others have a genuine issue that needs to be addressed. It's an opportunity for empathy, brand building, and improvement." 3. Get Personal: "Call the customer and tell them you want to learn so this doesn't happen again," Robert Granader explains. "Customers always assume a business owner is too busy to care, so just by reaching out and announcing who you are, you'll get some attention, some feedback, and maybe a win." 4. Be Honest: Matt Weirich says if you or your team messed up, own it, and don't make excuses. "Customers will often appreciate honesty more than some staged answer that tries to minimize the situation. Acknowledging their unhappiness and being honest about what led to the current situation is key when it comes to representing yourself and your team well." 5. Don't Go on Offense: "The most important thing to do is listen," Louis Bernardi says. "Evaluate if the customer has a legitimate point and whether it is necessary to change your position. If you believe the customer's issue has no merit, offer your apology but do not stray from your core values. Making every customer happy is not possible or necessary. Stick to your core values and you'll keep the right ones." 6. Exceed Their Expectations: "Fixing a problem for an unhappy customer is an opportunity to serve them so well that they turn from an unhappy customer to an evangelist," Richard Steel says. "First, acknowledge the problem. Then genuinely apologize, own the responsibility of fixing it, and produce an outcome for the customer that is better than what they originally were hoping for." 7. Validate Their Feelings: "It's the oldest rule in the book, but it's something I'll never compromise—the customer is always right," Emily Blair says. Listen to your customer, validate their feelings, and work together to reach attainable solutions." 8. Own Up to Errors: "Things happen," Paul L. Gunn says. "Compassionate empathy goes a long way when it is sincere. Own up to the error. Trust usually was broken, so showing that you value them may hold weight in winning them back." (source: forbes.com) No Need to Peel The NoPeel Peel from PCA Skin is a universal professional peel that provides a gentle exfoliation with no expected visible peeling or downtime. Formulated with a blend of exfoliating acids and calming ingredients, NoPeel Peel removes impurities, detoxifi es pores, and helps reduce infl ammation post- treatment, all while boosting collagen production to help prevent signs of premature aging. pcaskin.com