I’ve gotten some very encouraging feedback from our clients since opening the salon, a smattering of 5 stars on most sites. Words and comments full of, “Heather is a magician! I will never go anywhere else! Found my forever spot! Where has she been all my life!” Pay close attention to what’s being said here. I call these comments, ‘flattering pellets’ because they feed my ego. I eat those praises up because I have earned every single one.
Now- enter Lady 1-star *Bum Bum Bum*
It finally happened, not a 4 star not a 3 or even a 2- star. Lady went straight for the 1 —-Jeez—You’d think I’d burned her hair clean off! Nope- Never touched or met her—I got it from a phone call—yep— I received my first dreaded 1-star rating because I suck on the phone- well I didn’t even talk I just said, “Hair Loft how can I help you?” She was mad I didn’t say my name.
*lower lip out*
A mar on my perfect score was inevitable- nothing’s perfect I know this.
It just sucks.
Upon discovering the rating you’d think my first thought would be, “Oh my what did I do wrong?”
Nope, not even close. It was more like, “Who dares to complain about me!” The big-headed side of me was infuriated. Who was this horrible monster to think of marring my wonderful grand streak of AWESOMENESS? I’ll give you two answers to that question.
The mad me answers, “A physco! That’s who!”
The real me, “Someone who wants to be heard.”
I am no different from anyone else who receives a horrible blow to the ego, but what does make me different is, I am pretty good at seeing the other person’s point of view.
My rating was not based on my work, simply it was based on HOW I answered the phone. Some may think it’s a silly reason for the 1-star rating – but- she had a point. The phone call is the FIRST contact you will have with a potential client, and she just wanted me to know, I blew it.
As far as I am concerned 1-star ratings are there to remind the hairdressers sometimes we need to work harder in other areas. And although we don’t need to respond to the hard-core assaults we may recieve; we should acknowledge voiced concerns and or complaints.
For instance, “I’ve read the complaint and we will work on it.” Maybe a simple. “Thank you for the feedback, it helps us to grow.” OR “You’re nuts never call our shop again.” The last one is said to the crazies.
Look, I know how to do my job, and although I think I’m giving it my all in ALL areas where my shop is concerned, I was just reminded I lack phone etiquette.
A fact I have known about myself LONG before lady 1-star brought it to the public’s attention, but she was right – I do need to work on phone skills, and I will. Starting now.
*ring ring*
So off I go to answer our salon phone like a fairy from a Disney movie.
We all know this won’t last long- but I’ll try.
Enjoy the learning through the sucky times
Owner of Salon Hair Loft on Linden and BookPressed.com
Heather Lea
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