Sistas Talking Natural Hair & Business

Episode 40: How to Handle Angry Clients and Break Up When Necessary

Host: Charlotte Van Horn, CEO at Locks4Ever, Speaker, Business Coach & Advisor

HOW TO HANDLE ANGRY CLIENTS:

*Listen and give full attention to the complaint

*Don’t Interject/Interrupt

*Be mindful of body language

*Let them know you appreciate the feedback Give them a gift (shampoo, gift card, etc)

*Empower staff to offer remedies (Client Recovery System)

HOW TO BREAK UP WITH A CLIENT PEACEFULLY:

*Avoid misunderstandings by putting “rules of engagement” in writing (vet your clients)

*Never engage with a client when you are angry

*Keep the Main thang – the main thang

*Never forget that you are speaking as your business, don’t let it be personal