6 February 2019
Salons rely on providing an outstanding client experience to attract new clients and to keep the ones they've got. No salon wants unhappy clients, but sometimes no matter how hard they try to settle them, complaints turn into disputes which just seem to keep escalating. Complaints aren't always easy to resolve and can be stressful and time-consuming for both parties. One option is for the salon or the client to take court action, but this can be slow and expensive.
A quicker and cheaper option is to use Alternative Dispute Resolution (ADR). This involves using mediation rather than going to court, with an independent third party making a balanced judgement on the facts presented by the client and the salon. ADR was set up by the Consumer Rights Act 2015 and ADR providers have to be certified by the Chartered Trading Standards Institute.
The NHBF's new Hair & Beauty Mediation service is the only certified provider of ADR for the hair and beauty sector. The first ADR case has already gone through Hair & Beauty Mediation and more are in the pipeline, although case details are confidential.
We can now offer practical help and support through Hair & Beauty Mediation, as long as the salon is an NHBF Member
Hilary Hall, NHBF chief executive said, "If you've ever had a complaint from a client which you just can't resolve, the NHBF's new Hair & Beauty Mediation service is for you! We get a lot of enquiries from salons about handling complaints and we also get calls from members of the public. We can now offer practical help and support through Hair & Beauty Mediation, as long as the salon is an NHBF Member."
For more information go to: www.nhf.info/client-complaints/