Handling Red Flag Clients

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Questions and Answers

What is the first step to take when handling a redo client?

Print the redo form immediately

Apologize to the client and express empathy (correct)

Start filling out the client profile

Grab photos of their hair immediately

Which of the following actions must be taken once the client's photos are received?

Attach the redo form to the client's profile (correct)

Rebook the client for another appointment

Immediately start the redo process

Collect feedback from the client

What should the stylist do after checking out a redo client?

File a report about the redo incident

Call the client to check on their satisfaction

Give them a discount on their next service

Add the client to the EOD log (correct)

When should you mark the client's redo appointment on the schedule?

Right after the client leaves the salon Signup and view all the answers

What should be included in the EOD email after discussing with the stylist?

A copy of the redo form Signup and view all the answers

If a client's issue cannot be resolved directly, what should be done?

Email Anna or connect them via email Signup and view all the answers

Which of these is NOT a part of the redo procedure?

Sending photos to the stylist immediately Signup and view all the answers

What should you tell the client to do with their photos?

Text them to 206 593 2739 Signup and view all the answers

What is the initial step to take when dealing with a dissatisfied client?

Apologize and show empathy Signup and view all the answers

Why is it important to get red flag clients on the phone?

To avoid confusion and document conversations Signup and view all the answers

What must a client provide for a redo request to be processed?

Pictures of their hair Signup and view all the answers

Who should ideally perform the redo for a dissatisfied client?

The stylist who originally serviced the client Signup and view all the answers

What is NOT recommended when calling a red flag client?

Sending multiple text messages Signup and view all the answers

What should you do if a client wants to book with another stylist?

Only book them with stylists approved by the manager Signup and view all the answers

What is required to create a redo form?

Completing a blank form in Google Drive Signup and view all the answers

How should detailed information about a client's dissatisfaction be recorded?

In the client profile and redo form Signup and view all the answers

Study Notes

Red Flag Clients

Always engage red flag clients over the phone to ensure clear communication and recording for future reference.
Take detailed notes during calls and store them in the client's profile for accuracy and follow-up.
Use empathetic and understanding language to build rapport.
A release form may be beneficial for red flag clients; note this in appointments.

Handling Dissatisfied Clients

Start by apologizing and showing empathy; acknowledge the importance of their hair to the client.
Request clients to send pictures of their hair, which are necessary for booking a redo.
Show photos to the original stylist for feedback and document details in the redo form and client profile.
Ideally, book the redo with the same stylist to maintain commission integrity; changes allowed only with higher-level stylists or manager approval.
Utilize provided redo form template from Google Drive to document the client's issues.

Step-by-Step Redo Procedure

Listen attentively to client concerns and directly open the redo form from Google Drive.
After copying and renaming the redo form, print it and place it in the designated folder.
Inform the client about the next steps, including sending photos to a specific number for additional processing.
Collect stylist feedback after receiving the photos and include updates in the end-of-day (EOD) email.
Attach the redo form to the client's profile and EOD documentation; ensure details are logged properly.

Client Check-Out Process

Inquire about the client's satisfaction with the redo before checking them out.
Rebook them for future appointments to encourage continued business.
Log the redo in the EOD to secure payment for the stylist and to maintain records for incident reports.
Direct unresolved issues to management via email or connect the client with Anna for further assistance.

Compliance with Procedures

Adhere strictly to the outlined steps during the redo process, ensuring each task is completed and initialed for accountability.

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Description

This quiz focuses on effective strategies for managing red flag clients through phone conversations. It highlights the importance of recording calls for future reference and maintaining clear communication. Learn how to ask the right questions and take detailed notes to better understand and address client concerns.