Calling All Hairstylists: What to Do When Your Client is Unhappy

We’ve all been there: something goes wrong and the client starts complaining. No matter how talented you are as a hairstylist, it’s impossible to please everyone. So what do you do when your name and your salon’s reputation are on the line?

Most speed bumps fall under one of two categories:

1. One, you do exactly what’s asked of you, but your client decide they don’t like it.
2. Or two, you mess up.

Both cases result in unhappy clients and a potentially negative review. So what can you do?

What To Do When You Make A Mistake

Let’s tackle the least likely of the two scenarios first: you make a mistake. Maybe an error in judgment leads to you mixing the wrong color. Or maybe a slip of hand leads to you cutting off more strands than intended. In any case, the important thing is to own up to your misstep. Mistakes do happen, and they don’t define you. So don’t make excuses, just apologize.

The next step is to calmly figure out a solution with your client. If you can fix it, do so without any additional costs. If the damage is irreparable, fix it to the best of your abilities and offer a full refund.

When handled properly, you can save yourself from a negative review.

Remember how well you handle the situation—whether it gets resolved or not—will reflect on you and your brand. If you are accountable and own up to your mistakes, that will reflect positively on your character and integrity. Often times, it’s not the problem that incites the most headache, but your attitude when handling the situation. Most clients hate confrontation as much as you do, so stay calm and remember no situation is worth losing peace of mind over. Keep in mind that it’s not a mistake that will ruin your reputation, it’s how you handle yourself in times of stress and confrontation. When handled properly, you can save yourself from a negative review.

What To Do With A Difficult Client

Now onto the more common scenario: facing a hard-to-please client. While the majority of people dislike confrontation, there are some that insist on focusing on the negatives. Even if you did nothing wrong and did exactly what they asked of you, they just won’t let you off the hook. So what do you do when your client is unhappy?

Remember the Importance of a Good Consultation

Before you even think about picking up a comb, take a few minutes to have a thorough consultation with your client. Make sure both of you are clear on the desired cut, style, color, and treatment. Offer your professional opinion on what may or may not look good. Then agree on the style.

It’s also important that you and your client are on the same page about pricing. Are they a Groupon customer? Are they asking for special services? Let them know of any extra costs that may be needed, such as extra products or additional steps required for the results they want.

You may also opt to write a consultation sheet that details exactly what your client asks for. This way if they end up not liking the final result, it’s clear to both parties that it’s not your fault.

Read the Warning Signs

Before disaster strikes, nip it in the roots.

Even if you had a thorough consultation and you think you’re on the same page, clients may still decide halfway through they are not happy with how their hair is turning out. Different people have different ways of showing their discontent, and often the warning signs are non-verbal. They could make small facial expressions or vague comments that dance around their true feelings. This is when you should politely inquire if there’s anything they would like changed. The earlier you catch onto this, the better.

Be the Anchor

In times of violent waves, the anchor needs to hold its ground (or technically, water). That means before addressing a distraught customer, be sure you are calm enough to do so. If the situation gets out of hand, and the client is seriously upset, It’s up to you to be professional and keep a cool head. Even if you have every right to be annoyed, remember adding more fuel to the fire will only make it grow. Before you respond to the customer, remove yourself from the situation and look at it from a greater perspective. It’s just hair after all, is it worth destroying your inner peace or your integrity as a stylist?

Then listen. Let your client tell you what they think is wrong and why they are upset. Don’t try to interrupt or interject with your point of view…yet. This is the time to hear them out.

Next, respond calmly and access the situation. Try to put yourself in your client’s chair, how would you want your stylist to respond? Often times, your customers’ concerns are valid, perhaps they don’t want to pay for a style they ended up not liking, or maybe you made a mistake (repeat after me: mistakes don’t define you).

In times of violent waves, the anchor needs to hold its ground. That means before addressing a distraught customer, be sure you are calm enough to do so.

Then, calmly reassure your client that you understand they are not happy, and you are going to fix it together. Ask clear questions to pinpoint what’s wrong. Are they dissatisfied with a product you used? What about the final look bothers them? At what point during the session did they start to feel uncomfortable? This step alone may be enough to calm your client as they recognize you are taking their concerns seriously and giving them some control.

Once you figure out exactly what your client is unhappy about, you can provide your expert opinions. If it wasn’t an accident, explain why you did what you did. Perhaps you proceeded that way because the style they asked for required it, perhaps you used a different technique than they are used to from their ex-stylist because of their hair history, or perhaps it was a miscommunication from the start. This will show your client you are serious about your work, and it will absolve any blame that may be cast on you and demonstrate your professionalism.

Next, work out a solution. Try to salvage the situation the best you can, but don’t rush it. Book a time the next day or next week for them to come back if needed, and agree on what needs to be done. Sometimes, your client might be unsure of whether they like their new hairstyle or not. Don’t panic. There are many instances where people will go home and turn out to love their new look! But if they don’t, then comes the tricky question of refunds. Some clients may ask for it, some may demand it. So what should you do?

Should you Refund them?

Quite simply, offer a full refund if it’s honestly your mistake. Own up to your misstep. But if it wasn’t your mistake, stand up for yourself.

Everyone has different opinions on refunds, so be clear about your salon policies. Some offer 50% off a redo service, some offer free touch ups within the week. If your client demands a full refund and you didn’t burn off half their head by accident (i.e. you did your job properly), explain patiently that at a minimum they need to pay for the products used and your time.

If your client left unhappy (or in many cases, happy) and later calls back demanding a refund, don’t issue it over the phone. Bring them back in and talk about what aspects of their hair they don’t like. Often, they just want a small change, or they want more out of the amount they paid for.

If they want a big change—like a completely different cut or a new set of highlights—due to a change of heart, calmly let them know they need to pay for the new service and a refund is not within your policies. It’s never your fault if your client decides they don’t like their new hair after you do exactly what they asked of you. This is why most stylists are hesitant to do big transformations. Most people are scared to change. Keep in mind that anything drastic, no matter how good it actually looks, may cause some distress. So before you agree to cut a brunette’s long locks into a pixie and bleach it platinum, make absolutely certain that’s exactly what they want during the consultation, and write it down.

Dealing with Problematic Customers

Mistakes and misunderstandings aside, there are unfortunately people out there who intentionally cause a scene in order to get free hair services. They fall under a completely different category. We’ve all heard client horror stories, and you might’ve also lived through a few of them. They show up late to their appointments; they are dismissive and rude; they think they know how to do your job better than you do by insisting on certain procedures; and then at the end of it all, they insist they hate what you did and demand a full refund.

When you encounter these customers, remember the importance of standing your ground. Stick to your salon policies and refer back to the consultation sheet.

When you encounter these customers, remember the importance of standing your ground. Stick to your salon policies and refer back to the consultation sheet. When faced with particularly difficult clients, some stylists keep files of documentation to refer back to in case things get out of hand.

If a client is truly disruptive, fire them. But nicely. You still have your reputation to maintain. In a non-confrontational manner, inform them that you may not be the best fit for each other and recommend for them to try another salon. If they are truly a con artist (i.e. they pretend to hate your service just to get a free hair treatment), be sure to warn other stylists in your area. People like these are rare, but they do exist, so it’s important to stand together.

At the End of the Day

Remember it’s just hair. You love what you do and you are good at it, so be proud of your work. When mistakes happen, acknowledge it, learn from it, and try your best to salvage it. When difficult customers raise concerns, approach with patience and understanding. And when problematic clients catch you off guard, stand your ground, maintain professionalism, and deal with the situation accordingly. There will always be a few difficult cases, but think of all your favorite regulars and spectacular hairdos you pull off more often than you mess up, those are the things you should give your attention to.