Great advice and very professional way to address an unhappy client with an issue. I don't understand though how a recovery gift is showing appreciation to an unhappy client yet a loyal returning pleasant client who never complains doesn't get anything in return? Seems like your rewarding bad clients in my opinion but I could be wrong.
Our industry has changed so dramatically. The demands of inspired hair results has been over the top. I am finding even with a thorough consultation it’s getting more and more difficult being able to determine the length of time for the client. It’s almost to the point of one client a day for any chemical service. The days of the simple root touchup and haircut and blow dry are virtually gone! The problem is with the ever rising booth rent charges, product charges, the high cost of doing hair, leaves very little room of a constant up charge, and up charge, and up charge of our clients services. What Stylist is able to maintain households expenses doing one client a day? This is causing tremendous stress on the hairstylist to do the maximum amount of clients a day regardless of the timeframe, reaching to meet the profitability of a days work load. Honestly I run into more clients who come in late, and worse pressure Stylist to get a two or three hour service done in an hour, because they overestimated their time. My consultations now included, plan on being here five hours PEROID. If you get out in an hour and a half fanf¥€k!n&tastic!
I am a cosmetologist, although I am not working in a salon at the moment, I love this interview. It will come in handy on working with the clients I work with at the moment . great advice,Thank you.
Protect your energy salon owner and employees. People are angry coming into the salon with issues in their life. When you a owner or manager at the salon you should be aware of your contractor coming in late constantly. When the same client constantly has a issue ban them from the salon.
This is coming from a salon-negative perspective so I agree to take care of the guest in these circumstances. However, how would you handle a client that is unjustifiably upset? Or verbally attacks the salon/stylist? Thanks!
An unhappy and crazy client will never say anything positive about you even you offer your biggest gift bag to her, she would want more. There is no difference between you say fuck off or give her a gift bag if she intended to profit from others. So just say fuck off and ask her to never come back to your business. The focus is to look after of adaptable client for your business. It is not about to please each crazy individual and sociopaths. Take good care of reasonable and targeted clients are the top priority. I don't even reply to those crazy ones anymore. It is too time consuming. They will never be happy. their complain don't stand they want everything for free. When people complain, it is very normal to handle it if they are reasonable, but if they are not, I don't see any interest for me to not ask them to leave.
To be honest, i have seen only 4 unreasonable clients within 11years. It is very rare for me to handle sociopaths. But i don't hesitate to tell them to visit other salons and never put their feet in my salon. All other clients are reasonable people who would like to help us to improve. Dealing with complaints is giving us an opportunity to create another type of trust between us and clients. So instead of panicking or feeling attacked, i would very much prefer to listen to my client and offer the best solution i could for building another type of trust and build another strong bond.
Tell them that you're willing to examine the facts but that you do not tolerate abusive Behavior. If this industry is truly professional we would unite behind a code of conduct that does not tolerate said Behavior
Iv been in the hair and beauty business for 40 years Iv had 3 mental cases . The first was a lady who had a strock when she first came to me she said I just complain and I get my hair free , well she forgot she told me this so after the third time she complained on the phone 2 weeks latter I said come in I have to see what your complaining about it was a perm So only way was to wash to see if there was curl. After washing there was curl and it hadent been washed for 2 weeks so it needed doing she started after I said there was curl 2 hrs latter I had 2 more clients waiting I finally trimmed and set her hair Her son came to collect her I said I'm not happy with the way your mother had Spock to me hes reply was I didn't see anything after she was dry I tryed to change the mood well it got worse abusive putting down my work bla bla bla I finished her and they walked out not paying for the set ok iv now got rid of her Her son came back and said she won't remember this tomorrow I said well I will. Very hard work to deal with mental heath clients. Another just happend yesterday a client wanted cap highlights on her hair not short not long. After 2 weeks came in complaining I said you should of come in or called way befor 2 weeks she Started verbaly abusing me saying she had gon to another salon and they said it was bad and the worse they seen. Omg you can't go wrong with cap pull through bleach 45 mts to an hour tone cut blow dry done. Well she was so abusive I said well maybe it better for you to go to that hairdresser instead I don't think anyone will please you you complained about 3 hairdressers while I was doing your hair And I don't think anyone will please you. She went crazy I'm discusting I'm not fit to do hairdressing or run a business I'm a bitch you watch she said. Omg I even said I would tone it down but I'm not touching you after your abuse I said you should of come in sooner you have let this build up for to weeks and now your upset and angered I said I'm not arguing with you it's best you go somwhere else she said what you going to do about my hair I replayed nothing iv done the work but you are abusive towards me and nothing I will do will please you. She called me a bitch and walked out. Omg the life of a hairdresser some you can never please and don't take it personally even if you try to make them happy Oh this last client was a alcoholic . I was taught we have the right to refuse anyone especially after abuse. Take care fellow hairdressers
We would agree with you Chris... if clients cross the line and they can't be pleased, are constantly nasty to the staff, or are harassing the staff; it's time to invite them to find another salon that will make them happier :-)
There is a lot of responsibility (blame) put on the stylist for running late. In many cases, I find it is due to a previous client or clients arriving late. If 2 previous clients arrive 10 minutes late, you could be 20 minutes behind schedule. When possible, we call the client to let them know Suzy is running late and ask if that will still work for her. If not, we make it a priority to get her rescheduled as soon as possible. If a call was not possible, front desk alerts the client upon arrival, apologizes. From there, the next possible step is determined by the client’s response.
I think its understandable if it happens sometimes but if you have regular clients that typically run late the salon should give some kind of grace period to allow for that. Dont book people back to back for exactly 45 minute intervals. Give 10 to 15min leeway.
Debbie Schunk schedule buffers when possible. Or you could also tell client who is late to begin with that she’ll either have to forego her shampoo or blow dry (cut out part of service at the beginning or end to keep late client within her allotted apt time so it doesn’t spill into another clients time, And thus making it the other clients problem.
yogashot figure out how to give her haircuts that she wants by fine-tuning the communication or keeping notes. I was a return client to someone who continued to give me subpar haircuts but then I went in for an adjustment and that was the money cut. Just took her two times to do it because she was trying to get me in and out the door to get onto the next person. Also the same issue every time was that it wasn’t enough of a haircut and I needed more layers around the face and somehow you would think it would eventually get fixed after continuing to go back in but it didn’t.. I followed her thru other salons prior and it wasn’t an issue. Do you think I want to run back to salon to get corrected every time after I go? No… it’s a drag for everyone. Basically you wanna First be sure The feedback isn’t something you could learn from and genuinely improve on, if it isn’t and the client is being unreasonable in your eyes then have a candid discussion & say sounds like I’m not doing it for you, we have another stylist (inserts name) who I think would be a great fit, would you be open to it? Maybe have your manager have the talk if you’re not up to the task But I do think that would be really cool if you called out what was obviously an issue for both of you and propose a solution.
If i run late its cos the manager/salon owner or the staff makings appointments don't know what there doing. Hairdressing is a trade and i now work one on one, my clients have my mobile and i do everything my self. There's no BS in my salon!
if your staff is booking things wrong and you dont notice those errors in booking by looking at YOUR own schedule, youre an idiot. its your schedule. figure things out for yourself and keep yourself on time. and if you are going to run behind, go tell the staff making appointments or taking care of the schedule, that you are behind so they can notify the clients that you are going to be late for because you didn't care enough to look at your own fcking schedule. you idiot.
Sometimes you cant just tell your current client she suddenly wants her hair done differently and need another 30mins to address, ( someone doing a weave, now after doing it she wants to add a closure and a cut thats not booked for )do you tell her to f*** off? No you cant! Then you have to run late. This happens all the time. client put on some hair then wants something else, you got to then take the hair off and put on a longer one.
Nail Salon I’m Cosmetologist had this rude very rude customer who wanted to do my job well they did make her like 30 mnts of her appointment maybe she was mad about that too but the soon she put her foot 🦶 in the chair grab my tools in her hand I stop 🛑 doing her pedicure I wasn’t even started when she was trying to do my job and complaining that I didn’t even cut her cuticles. So me personal not everything has to be about money gotta have respect for others too🤨. I do this job because I wanted, because is my passion, because I went to school to learned this skill and because I paid $$$ to have a LIc to perform this job. so that mean I can do it. I didn’t put up with this client I just stop giving her a service and told the owner I’m not gonna do her pedicure. Then the owner was mad at me because I walk away and told the owner I’m not gonna do her pedicure. I don’t think so I was disrespectful at any moment to this rude client I think I just rather walk away and leave it to someone else then give this my energy and my time to a rude disrespectful customer. I think I did good in walk away and pass it to someone else who can deal with rudeness. 🙂🙂🙂 anybody here who’s in the beauty industry and tell me if I did wrong 😑 any advice would be helpful??
Clueless . How do you deal with loud unruly combative , fists flying destructive customers. These customers want to stiff you and will complain about that everything is the salons fault . You wouldn't have time to use the noted 1 2 3 steps . Call 911 , take license plate , video , and vin# , make and model of car. Make a police report . Send/ alert her photos to all the surrounding hair and nail salons in the area .
I had a terrible time with a few angry middle aged men at Smartstyle. They were very aggressive and foul mouthed. After the last time caused destruction of property, we made a police report. Most were just about waiting area times.
Those types of people who are violent or swearing at you non stop are the types of people you don't really want back. Just try to get them out as quietly as possible is my best advice.
Great advice and very professional way to address an unhappy client with an issue. I don't understand though how a recovery gift is showing appreciation to an unhappy client yet a loyal returning pleasant client who never complains doesn't get anything in return? Seems like your rewarding bad clients in my opinion but I could be wrong.
Great tips. However, I wonder if giving your clients gift bags would cause them to be ass holes to get free stuff on purpose.
You know it would.
Yes, unequivocally
You can fire a client though, if you feel the relation between customer and client is no longer healthy you can retire your services to them.
Still go back to this video constantly. I so love these videos.
Our industry has changed so dramatically. The demands of inspired hair results has been over the top. I am finding even with a thorough consultation it’s getting more and more difficult being able to determine the length of time for the client. It’s almost to the point of one client a day for any chemical service. The days of the simple root touchup and haircut and blow dry are virtually gone! The problem is with the ever rising booth rent charges, product charges, the high cost of doing hair, leaves very little room of a constant up charge, and up charge, and up charge of our clients services. What Stylist is able to maintain households expenses doing one client a day? This is causing tremendous stress on the hairstylist to do the maximum amount of clients a day regardless of the timeframe, reaching to meet the profitability of a days work load. Honestly I run into more clients who come in late, and worse pressure Stylist to get a two or three hour service done in an hour, because they overestimated their time. My consultations now included, plan on being here five hours PEROID. If you get out in an hour and a half
fanf¥€k!n&tastic!
I am a cosmetologist, although I am not working in a salon at the moment,
I love this interview. It will come in handy on working with the clients I work with at the moment . great advice,Thank you.
Protect your energy salon owner and employees. People are angry coming into the salon with issues in their life. When you a owner or manager at the salon you should be aware of your contractor coming in late constantly. When the same client constantly has a issue ban them from the salon.
Thanks for the feedback!
This advice is great in a perfect world. How about a client who leaves happy, gives a 60% tip then sends you a nasty text 4 days later?!
Bipolar psycho,don't mind him/her ;)
Tell them they left very happy and left you a 60% tip and that you don't understand what the problem is
This is coming from a salon-negative perspective so I agree to take care of the guest in these circumstances. However, how would you handle a client that is unjustifiably upset? Or verbally attacks the salon/stylist? Thanks!
An unhappy and crazy client will never say anything positive about you even you offer your biggest gift bag to her, she would want more. There is no difference between you say fuck off or give her a gift bag if she intended to profit from others. So just say fuck off and ask her to never come back to your business. The focus is to look after of adaptable client for your business. It is not about to please each crazy individual and sociopaths. Take good care of reasonable and targeted clients are the top priority. I don't even reply to those crazy ones anymore. It is too time consuming. They will never be happy. their complain don't stand they want everything for free. When people complain, it is very normal to handle it if they are reasonable, but if they are not, I don't see any interest for me to not ask them to leave.
To be honest, i have seen only 4 unreasonable clients within 11years. It is very rare for me to handle sociopaths. But i don't hesitate to tell them to visit other salons and never put their feet in my salon. All other clients are reasonable people who would like to help us to improve. Dealing with complaints is giving us an opportunity to create another type of trust between us and clients. So instead of panicking or feeling attacked, i would very much prefer to listen to my client and offer the best solution i could for building another type of trust and build another strong bond.
She doesn't sound like she has ever worked in a salon.
yes id like to hear how she would handle how someone comes in swearing at you -
Tell them that you're willing to examine the facts but that you do not tolerate abusive Behavior. If this industry is truly professional we would unite behind a code of conduct that does not tolerate said Behavior
yeah if someone comes in swearing i care about the stylists not the asshooe
Iv been in the hair and beauty business for 40 years Iv had 3 mental cases .
The first was a lady who had a strock when she first came to me she said I just complain and I get my hair free , well she forgot she told me this so after the third time she complained on the phone 2 weeks latter I said come in I have to see what your complaining about it was a perm
So only way was to wash to see if there was curl.
After washing there was curl and it hadent been washed for 2 weeks so it needed doing she started after I said there was curl
2 hrs latter I had 2 more clients waiting
I finally trimmed and set her hair
Her son came to collect her I said I'm not happy with the way your mother had Spock to me hes reply was I didn't see anything after she was dry I tryed to change the mood well it got worse abusive putting down my work bla bla bla
I finished her and they walked out not paying for the set ok iv now got rid of her
Her son came back and said she won't remember this tomorrow I said well I will.
Very hard work to deal with mental heath clients.
Another just happend yesterday a client wanted cap highlights on her hair not short not long.
After 2 weeks came in complaining
I said you should of come in or called way befor 2 weeks she
Started verbaly abusing me saying she had gon to another salon and they said it was bad and the worse they seen.
Omg you can't go wrong with cap pull through bleach 45 mts to an hour tone cut blow dry done.
Well she was so abusive I said well maybe it better for you to go to that hairdresser instead I don't think anyone will please you you complained about 3 hairdressers while I was doing your hair
And I don't think anyone will please you. She went crazy I'm discusting I'm not fit to do hairdressing or run a business I'm a bitch you watch she said.
Omg I even said I would tone it down but I'm not touching you after your abuse
I said you should of come in sooner you have let this build up for to weeks and now your upset and angered I said I'm not arguing with you it's best you go somwhere else she said what you going to do about my hair I replayed nothing iv done the work but you are abusive towards me and nothing I will do will please you.
She called me a bitch and walked out.
Omg the life of a hairdresser some you can never please and don't take it personally even if you try to make them happy
Oh this last client was a alcoholic .
I was taught we have the right to refuse anyone especially after abuse.
Take care fellow hairdressers
I agree with some things in this video but not all if a client is extremely rude to our staff we will refuse to service them or if they harrass
We would agree with you Chris... if clients cross the line and they can't be pleased, are constantly nasty to the staff, or are harassing the staff; it's time to invite them to find another salon that will make them happier :-)
There is a lot of responsibility (blame) put on the stylist for running late. In many cases, I find it is due to a previous client or clients arriving late. If 2 previous clients arrive 10 minutes late, you could be 20 minutes behind schedule. When possible, we call the client to let them know Suzy is running late and ask if that will still work for her. If not, we make it a priority to get her rescheduled as soon as possible. If a call was not possible, front desk alerts the client upon arrival, apologizes. From there, the next possible step is determined by the client’s response.
Great tips Debbie! Love that you said to call them in advance... they probably appreciate the heads up.
I think its understandable if it happens sometimes but if you have regular clients that typically run late the salon should give some kind of grace period to allow for that. Dont book people back to back for exactly 45 minute intervals. Give 10 to 15min leeway.
Debbie Schunk schedule buffers when possible. Or you could also tell client who is late to begin with that she’ll either have to forego her shampoo or blow dry (cut out part of service at the beginning or end to keep late client within her allotted apt time so it doesn’t spill into another clients time, And thus making it the other clients problem.
Amazing tips ! Going to use them for future
ummm no if a client is screaming and being an asshole YOUR EMPLOYEE is important to the salon!
exactly! Show your employ you value them!
Ok I have a unruly lady who constantly complains about her hair cuts etc and STILL request me how do I unload her!!!
Put up your prices
yogashot figure out how to give her haircuts that she wants by fine-tuning the communication or keeping notes. I was a return client to someone who continued to give me subpar haircuts but then I went in for an adjustment and that was the money cut. Just took her two times to do it because she was trying to get me in and out the door to get onto the next person. Also the same issue every time was that it wasn’t enough of a haircut and I needed more layers around the face and somehow you would think it would eventually get fixed after continuing to go back in but it didn’t.. I followed her thru other salons prior and it wasn’t an issue. Do you think I want to run back to salon to get corrected every time after I go? No… it’s a drag for everyone. Basically you wanna First be sure The feedback isn’t something you could learn from and genuinely improve on, if it isn’t and the client is being unreasonable in your eyes then have a candid discussion & say sounds like I’m not doing it for you, we have another stylist (inserts name) who I think would be a great fit, would you be open to it? Maybe have your manager have the talk if you’re not up to the task But I do think that would be really cool if you called out what was obviously an issue for both of you and propose a solution.
“I don’t think we’re right for each other anymore. I’m going to introduce you to a colleague”
You are not going to make everybody happy itis impossible
If i run late its cos the manager/salon owner or the staff makings appointments don't know what there doing. Hairdressing is a trade and i now work one on one, my clients have my mobile and i do everything my self. There's no BS in my salon!
if your staff is booking things wrong and you dont notice those errors in booking by looking at YOUR own schedule, youre an idiot.
its your schedule. figure things out for yourself and keep yourself on time. and if you are going to run behind, go tell the staff making appointments or taking care of the schedule, that you are behind so they can notify the clients that you are going to be late for because you didn't care enough to look at your own fcking schedule. you idiot.
Sometimes you cant just tell your current client she suddenly wants her hair done differently and need another 30mins to address, ( someone doing a weave, now after doing it she wants to add a closure
and a cut thats not booked for )do you tell her to f*** off? No you cant! Then you have to run late. This happens all the time. client put on some hair then wants something else, you got to then take the hair off and put on a longer one.
I'd YELL back at them! How dare they.
Just kidding ...
thank you for the tips!
Nail Salon I’m Cosmetologist had this rude very rude customer who wanted to do my job well they did make her like 30 mnts of her appointment maybe she was mad about that too but the soon she put her foot 🦶 in the chair grab my tools in her hand I stop 🛑 doing her pedicure I wasn’t even started when she was trying to do my job and complaining that I didn’t even cut her cuticles. So me personal not everything has to be about money gotta have respect for others too🤨. I do this job because I wanted, because is my passion, because I went to school to learned this skill and because I paid $$$ to have a LIc to perform this job. so that mean I can do it. I didn’t put up with this client I just stop giving her a service and told the owner I’m not gonna do her pedicure. Then the owner was mad at me because I walk away and told the owner I’m not gonna do her pedicure. I don’t think so I was disrespectful at any moment to this rude client I think I just rather walk away and leave it to someone else then give this my energy and my time to a rude disrespectful customer. I think I did good in walk away and pass it to someone else who can deal with rudeness. 🙂🙂🙂 anybody here who’s in the beauty industry and tell me if I did wrong 😑 any advice would be helpful??
What about when there is a language barrier between you and you client and when u don't seem to get them they think you are not good?
Nah...push them out the door ..see ya...im angry too
Hi Sam! Angry clients in your salon? Where!?
Clueless . How do you deal with loud unruly combative , fists flying destructive customers. These customers want to stiff you and will complain about that everything is the salons fault . You wouldn't have time to use the noted 1 2 3 steps . Call 911 , take license plate , video , and vin# , make and model of car. Make a police report . Send/ alert her photos to all the surrounding hair and nail salons in the area .
I didn't put up with angry clients.. take ur hair , get a better job somewhere else ... yep they come back
I had a terrible time with a few angry middle aged men at Smartstyle. They were very aggressive and foul mouthed. After the last time caused destruction of property, we made a police report. Most were just about waiting area times.
Those types of people who are violent or swearing at you non stop are the types of people you don't really want back. Just try to get them out as quietly as possible is my best advice.
Θέλω να μου στέλνετε πιο πολλές τεχνικές μαλλιών απο κουρέματα και βαφές ombre and balayage hair.Lito Karnezi.
:)