When a Client Is Unhappy With Their Hair: A Stylist’s Guide To Complaints
Nothing makes a hairstylist feel as inept and angry as a client complaint. We were confident one minute, now we’re contemplating a new career. But when you work behind-the-chair, they are unfortunately part of the job. There is not a stylist in my salon who hasn’t experienced a client dissatisfied with their service. It sucks every time, no matter how long we’ve been doing hair.
WHY DO COMPLAINTS HAPPEN?
Because we messed up
Because we failed to communicate effectively
Because we didn’t set client expectations
The rare exception: Some people will complain no matter what you do. In these cases, I suggest refunding them and politely declining to book future services. Refunding cuts off their complaint. They usually will not leave a negative review after being refunded.
But the rare exception is not what I want to talk about. I want to talk about the complaints that stemmed from us. As unpleasant as it is to think about, sometimes we make mistakes. Be it skill, communication or a combination, we’re human and we make mistakes. Learning how to handle both our clients and ourselves with grace after a complaint will help you move on quickly and learn for next time.
Complaint #1: YOU MESSED UP
When I first started doing hair a lady asked me to create a weight line in her haircut. She didn’t say those words, she tried to describe it to me verbally. I didn’t know what she was talking about but I cut her hair anyway. The result wasn’t what she wanted and she was mad. A stylist on my team helped fix her haircut, and after explaining to me what a weight line was, she showed me how to cut one. I never made that mistake again, and I remember this experience almost 30 years later.
I didn’t have the skill and I did it anyway. I messed up. After that experience, I learned that if I didn’t know how to do something, I either asked for help or declined the service. My skills developed and I was able to do more and more as the years went on, but learned a valuable lesson: I will never attempt anything I don’t actually know how to do.
In classes I advise new stylists to not touch the hair until they have a complete roadmap in their head for each section. Know where you are going before you start. And if you mess up, own your mistake, apologize and find the client a stylist who can help fix it.
Complaint #2: YOU FAILED TO COMMUNICATE EFFECTIVELY
Recently a stylist at my salon had a client complaint from a young woman who received a highlight service. When I spoke to the woman, she said her hair was pretty, it just wasn’t what she wanted. She had shown the stylist pictures and was expecting a certain look.
When I asked the stylist about this, she explained that the clients inspo photos were very bold and would require more maintenance, but the client was leaving for college and couldn’t maintain it. So instead she gave her a more subtle look for longevity. This seemed reasonable, but did she show the client a photo of what that would look like? She didn’t. She failed to communicate her plan to the client and therefore the client was disappointed and complained.
This could have been avoided if she had simply shown the client a photo of what to expect. Because this stylist is a professional, I have no doubt she would have been able to explain the repercussions of bold highlights and guide her in a lower maintenance direction. She just missed the important communication piece.
Complaint #3: YOU DIDN’T SET CLIENT EXPECTATIONS
Another complaint we received at the salon was from a client who didn’t like the outcome of her bangs. She had wanted curtain bangs, about to eyebrow and swept to the sides from the middle. Her hairline was uncooperative and this look was not going to work for her, especially at that length. But the client insisted on these bangs and the stylist cut them. Needless to say they did not look like she had expected and she was disappointed.
When I asked the stylist about this, she explained that she knew the bangs wouldn’t work but the client kept insisting on them. She felt directed by the client and did a cut that she knew she shouldn’t do because she felt pressured.
She could have avoided this by telling the client directly that her hair was not ever going to look the way she hoped, and if the client continued to insist she could have declined the service. She didn’t properly set expectations.
HOW I HANDLE COMPLAINTS AT MY SALON
My goal is always to create a positive situation for the client and avoid a negative review. Positive online reviews and referrals from our clients are crucial to having a successful salon business. Even just a few low reviews will raise doubt in potential customers, and slow our new business.
When we’re fortunate enough to have a client reach out to us directly with a complaint, they’ve given us a second chance. We now have an opportunity to fix the problem, retain them as a customer, and to keep someone in our community who will bring us future business and referrals. We can diffuse the bomb before it explodes into a negative online review.
Here’s what I do for the client:
Listen without judgement. They had an experience and feel bad enough about it to reach out and complain. I listen to everything they want to tell me without interrupting them.
Apologize. I apologize because they are disappointed and it feels terrible to expect something and not get it (whatever the reasons).
Resolve. I offer a redo or a refund, whatever is appropriate for the specific situation. I do not want to pay for something I don’t like and they shouldn’t have to either.
To be clear, admitting fault isn’t always an easy, or natural response. Our initial instincts might be defensive, and we might feel the need to prove we’re right. But what is that really going to do besides upset them further? Arguing with a client increases their anger and makes it more likely they will spread negativity about us into the world.
Here’s what I do for my stylists:
Listen without judgement. They also had an experience and often feel like the client is wrong to complain. I understand this. It sucks when someone doesn't like what you did.
Normalize. Client complaints are the hardest thing we experience as stylists. Reminding them that we all deal with this and it is part of the job helps them feel less singled out and supported.
Teach. There is ALWAYS something that should have been done differently. Technique, communication, expectation setting…there is a moment where they should have done this but instead they did that. I ask them to learn from this, do it differently next time and move on.
A PROFESSIONAL RESPONSE
As professionals, it is our responsibility to understand how the hair is going to react and to explain the outcome to the client. They might not understand. They might even push back. But we always have the final say in what we do, and what we don’t do.
Communicate clearly what the outcome will look like. Show as many photos as you need to in order to explain what is in your head. Kindly explain limitations and how you can, or can not overcome them. Repeat the plan back to them and ask for consent before starting. Be very specific and clear in what you are going to do, or not do, leaving no room for doubt or miscommunication.
If a client is requesting something that we know will not work on them, it is OK to say no and refuse the service. Will the client be upset and disappointed? Yes, they expected to have their hair done and now they are not. But wouldn’t you rather have them upset because they didn’t get their hair done, than have them upset because they did and now hate it?
And if you did all of these things and still receive a complaint, handle it with grace. You are a human communicating with another human. Mistakes will happen. Moving through our mistakes professionally, learning from them, and maintaining the client relationships we’ve worked so hard to build is the work. Our ego has no place here.
And most importantly, remember the huge number of clients who have not complained and continue to rebook with you. They love your work and think you are the best. Your chair is one of their favorite places to be. Moving on after a negative experience allows us to fully show up for the people who deserve our full selves.
Consultations and asking the right questions is key to a positive outcome. Because of this, I created a free Consultation Conversation Guide to help you communicate confidently and effectively with your clients. In the guide I share essential consultation questions and scripts to help with red flag situations.
About Anny VanDriel
Anny is a salon owner and hairdresser educator who has been teaching pricing strategy and business confidence since 2021. She developed a strategic pricing framework that allowed her to steadily increase her income over 10 years while maintaining client loyalty and reducing her working hours. Through her Pricing Isn't Personal course, she helps hairdressers create sustainable, profitable businesses rooted in self-trust.
Connect with Anny on Instagram @annyvandriel