The Day My Model’s Hair Turned Pink: A Lesson In Client Consultations
~ 5 minute read
I want to tell you about the day my model's hair turned pink in front of 20 stylists. To be clear, blonde was the goal.
I was teaching an open-air balayage class. The model was a dark brunette and our goal was to achieve a dark, warm blonde. I demonstrated my technique and as she was processing, a stylist walked up to me and said “your girl is turning pink over there”. He was right, the balayage was pink.
When All Eyes Are On You
I quickly had everyone's attention. Twenty stylists watching to see how I was going to get out of this jam.
Of course I felt panic rise, I'm human, but I didn't let myself go there. I took a deep breath and reminded myself that I know color theory. I found a green base color to neutralize the pink, and everything was okay. Her end result was a light brown instead of warm blonde, but it was pretty.
Because it was a class, it actually became a great teaching moment about color correction under pressure.
But if she had been a client in my salon? Watching her own hair turn pink in the mirror? That would have been a disaster.
Where I Went Wrong
I asked if she had color on her hair and she said no. Her hair was dark brown and I continued on with my class.
Once it turned pink, I asked again. Had she put ANYTHING on her hair, even something "temporary"?
"Oh yes!" she said. "About 6 months ago at a bachelorette party we all put purple Splat on our hair for that night. But it was just temporary. I thought it was completely gone." Obviously, it wasn't.
The Question That Would Have Saved Me
"When was the last time you had any color or chemicals on your hair, even temporary?"
This simple question would have saved me a lot of stress.
This Wasn't My Only Story
This isn't my only story like this. At my salon, I've walked my team through similar situations. Refunds, re-dos, upset clients, trying to fix what went wrong.
Every single time, it could have been prevented with a proper consultation.
Why Consultations Matter (More Than You Think)
A thorough consultation protects everyone:
It protects you from stress, refunds, and damage to your reputation
It protects your client from disappointment and damaged hair
It builds trust before you even start the service
The Essential Questions I Ask Every Single Time
I now begin every single service with my essential consultation questions. And I don't start until I have a complete picture of:
Their hair chemical history
What they want to achieve
Their expectations for time, budget, and maintenance
When to Say No
I've learned that it's always better to have a client upset with me for saying "I can't give you what you want" than to have them upset because I said yes and disappointed them.
A proper consultation is good customer service, and it protects us. You never know when someone has 6-month-old Splat hiding in their hair!
The Questions That Protect You
Want to avoid your own hair disaster? Here are the essential questions every consultation should include:
1. When was the last time you had any color or chemicals on your hair, even temporary?
- This catches the "I forgot about that" situations
2. What are you hoping to achieve today?
- Listen for the problem they're trying to solve
3. What do you love about your hair right now?
- This is what you're NOT going to change
4. What do you dislike about your hair right now?
- This is the PROBLEM you're solving
5. What is your budget for this service?
- Don't feel awkward, they want you to bring it up
6. How much time do you want to spend styling your hair at home?
- Honor this timeframe
7. How often can you realistically come back for maintenance?
- Honor this maintenance schedule
Use Clarifying Questions
Don't assume you and your client see the same thing. Ask clarifying questions like:
"Show me with your fingers what 1 inch looks like to you"
"Do you like this blonde (show photo) or this blonde (show photo) more?"
"When you say bangs, do you mean below your brow, at your brow, or above?"
Red Flags to Watch For
Sometimes the consultation itself tells you to walk away. Watch for these warning signs:
They keep saying "I don't know" or "I don't care" and seem irritable
Their budget doesn't match their desired result
They want to look exactly like a photo but their hair texture won't allow it
They're questioning your abilities: "Are you sure you can do this?
If you get these red flags and can't resolve them through conversation, it's okay to decline the service. It's always better to have someone upset because you didn't do their hair than upset because they’re disappointed with the result.
The Takeaway
After nearly 30 years behind the chair, I can tell you with certainty: Your consultation is your protection.
Take the time. Ask the questions. Listen to the answers. And never underestimate the power of "temporary" color.
Want the complete consultation question framework? I created a free guide, The Consultation Conversation, with all the questions I ask, red flags to watch for, and word-for-word scripts for handling difficult conversations. Click the link to download.
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