Salon client complaint and redo procedure
SOP template
| SOP no. | Version | Effective date | |||
|---|---|---|---|---|---|
| Owner | Approver | Review date |
Purpose
To resolve unhappy clients fairly and quickly, and keep their trust.
Scope
Any complaint about a service, a result, a product or the client’s experience.
Responsibilities
| Role | Responsibility |
|---|---|
| Stylist or receptionist | Listens, records the complaint and books the manager or redo. |
| Salon manager | Decides on redos and refunds, and follows up. |
Procedure
Listen
Let the client explain, without interrupting or defending the work.
Look at it together
Look at the result with the client, in good light, and ask what they would like.
Offer a fix
Offer a free redo within the time your policy sets, or a refund where a redo won’t fix it.
Book the redo
Book it with the original stylist or another if the client prefers, with enough time.
Treat reactions seriously
If the client reports burning, itching or swelling, follow first aid and tell them to see a doctor.
Caution: Record any reaction as an incident.
Record and follow up
Record the complaint and outcome, and check in with the client after the redo.
Records
- The complaint record and outcome.
- Incident reports for any reaction.
Related documents
- Consultation and patch test procedure
Revision history
| Version | Date | What changed | Approved by |
|---|---|---|---|
