Sorry that the audio isn't the best in this video!! I filmed this during the weekend and the street in front of my apartment gets really loud and busy :/ I'll be sure to record during the week when it's a lot quieter from now on.
I had a haircut once that I HATED, but it was exactly what I asked for. It just looked bad on me and I wasn't happy. It wasn't my stylist's fault at all, so I just let her know the issue and went in for a re-shape that was more flattering (I did pay for both services). She never made me feel bad or blamed me for choosing the wrong hairstyle. She just said "I want you to feel beautiful, so let's reassess and get you hair you love". I know my stylist also follow you. B, if you see this, love you!
Thank you for this video. I just started as a cosmetologist and both my clients were unhappy today 😞 rough day. There was just miscommunication and then when another stylist came and helped out they were like "yes why can't you do it like her, she's better." One said I was very nice but bad at hair which just crushed me. I know I'm not great because I am just starting out, just doing my best. I have another haircut tomorrow and now I'm so scared to do it. I will try not to take these things personally.
I meet someone who apparently has acted like she didn't like the service to not pay. In my mind I was like damn Ill even tip and not say anything when my hair or eyebrows are messed up. I just never go back to them.
You should speak up though! We can never grow and learn as cosmetologists if our clients aren't honest with us! And honestly, it's a lot harder to get exactly what you want if you always bounce around. Sticking to one person and giving them the chance to get to know you and what you like will save you so much stress and time in the long run!!
I wish this was integrated into cosmetology school, actual classes on dealing with clients. It might have saved me 1000s of dollars if I knew what I was getting myself into, and that I wasn't the right type of person to deal with upset clients like these.
This has been SO helpful. I recently had a bad experience with a client and I’m having a hard time getting over it. She brought in three of her daughters. One who was moving a lot, so her hair didn’t end up looking very good, and I didn’t feel like trying to fix it in the moment would help because I just felt like it would make things worse, the second, whose hair was slightly uneven (i even asked the mom if she noticed anything that needed changing and she said no) I hadn’t noticed it initially in the salon, but it was nothing I couldn’t fix, and then the THIRD was a long to super short bob cut that looked great when she left the salon, the daughter was happy with it, but when the mom got home, she was unhappy about the first two girl’s haircuts. I offered to fix it for free, but the mom told me she was going to go to someone else and that she just wanted the money. I refunded her for the first two haircuts, and she was upset because I didn’t refund her for all of their haircuts. I told her that unless there was an issue with the third daughter’s haircut, I would not refund her. THEN, I get a picture from the mom of the third daughter’s hair with a gaping hole and no explanation. The picture she sent me was incongruent with the pictures that I had taken of her daughter’s hair. I refunded her the money anyways, and instead of leaving me be or being happy that she got her money back, she was trying to figure out where I went to school, and it’s been really hard for me to let it go. I recognized my mistakes, I apologized, I refunded her, I offered to fix it, but I still feel like there’s something I could’ve done more. Do you think she gaslighted me on the third daughter’s haircut for a refund? That’s kind of how I feel, but I still want to be responsible and I‘ve been doing all I can to learn from my mistakes and improve. Any advice?
Mary Lange this is exactly why I don’t do kid cuts anymore! It’s not YOUR fault that they wouldn’t sit still. And it’s absolutely ridiculous that she asked for her money back. You still took time out of your work day to do THREE haircuts and even offered to try and fix it for free. People like that are so entitled, I can’t stand it. Believe me, you did nothing wrong. You had every right to stand your ground and not give a refund when she refused the fix, and the fact that you did shows that you’re extremely humble and trying to go above and beyond to satisfy your clients. Don’t let assholes like that bring you down and take advantage of your kindness.
I manage a pet salon and all of this rings true. Definitely a great reminder in a time when it seems like everyone is angry at the world and taking it out on customer service worker
Love everything about this! For years I salon hopped, because when I didn’t like the end result I would find someone new for next time. That never helped anyone; I would pretend I looked amazing, and never go back. The thought of saying it wasn’t what I expected horrified me! I always love your point of view. I also love the background! ❤️
Thank you! I know it can be uncomfortable, but most stylists would really appreciate the opportunity to make it right - and unless you speak up, we can't know if you're unhappy! Plus, once you establish what you do and don't like with your stylist, they'll be able to get it right every time in the future. But hopping around to a new person every time makes that difficult. :)
Thanks for this video! I’ve just returned to the salon and this couldn’t have come at a better time! I’m already so self-critical, so being confident in admitting any mistakes is a challenge. Hope you’re doing great Sam!
I love the way you explain things from both perspectives. I went to beauty school during high school in a 2 year program. And one of the main things we were taught was communication skills and professionalism. Many of the things I learned during school I am able to use in the adult world to be polite and stay professional without alot of miscommunications. This was great. Stay honest.
I had i client I had to fire. My first one in 5 years. She was always saying how she loves her hair in the salon, but then a few days after she is texting me saying there is something wrong with her hair, I have to do this, I have to do that. After the 4th time this happend I decided I don't want a toxic client. It made me feel bad about myself and I know there was nothing wrong with her hair.
I recently had a new client like this, she chose her own colours from the colour chart I matched the colours to cover her yellow undertones. I spoke through the whole process and showed the myself mixing in my colour bowls basically I tried to do open and reassuring. Long story short she didn't like it and went on to have a full on melt down I tried to remine calm add some more blonde to which she preferred and seemed happy. She coming back today as still is isn't 100% happy. To me the condition of my clients hair is the most important to me so I'd rather do her hair today now it's had chance to settle plus I want my clients to be pleased with her hair.
New subscriber! I loveee your content. Hearing stories like this are superrr helpful and eye opening. I’m on the customer end and recently had to ask my stylist to fix something on my new balayage she just did but I was sooo nervous to ask bc I didn’t know if it was annoying, rude, etc. In the consult I said I wanted a couple face framing highlights but when I got home I didn’t notice any so I asked if she can add them and she said absolutely and fit me in the very next day. I was so happy she made it so easy and guilt free and of course didn’t charge for the fix (especially since I just paid $300+tip for the hair).
Holy crap..can I ever relate to the stylist telling me how good my hair looks when it doesn't remotely resemble what I asked for, so many times!! I spend SO much time researching what I want and making sure to give them as much info about my hair so as not to be disappointed..so much for that! I really wish just once they'd side eye my hair and be like "that didn't turn out as expected or I left the toner on too long, etc"! Good for you, you sound like a true professional. I'm a total type A and always stand up for myself EXCEPT after a crappy hair experience!! lol Why is that? I can't be alone in this. I can't imagine yelling at my stylist, so sorry anyone deals with that :( The worst I did was creep to the bathroom for a quick cry. Anyway..before I blather on, great video :)
Thank you for this video. I had my first really unhappy client yesterday and my whole world has fallen apart. She cried and yelled at me and I never felt so shit I tried to fixed but wasn’t able to and she left with orange damage hair. And I’m crushed because I’m moving countries and gonna have to start from scratch again so my confidence went down the hill. Hopefully I’m going to stop thinking about it and not be so hard on me on my next chapter. Xx
Yesss i always show them their hair after i blow dry the front side- 1) so they can relax a little for the rest of the blow dry and style 2) if they want anything different i didn’t just blow dry the whole thing
Great video!! As a Cosmo it can be difficult but our clients are sooo important & we’re not always going to be perfect nor have the perfect client but taking our time instead of rushing that can cause mistakes or paying attention to detail or having a thorough enough consult is usually on us as the professionals! More videos like this please 😁👌🏼
I am a stylist and I do believe this career is the hardest one there is to do. Making everyone's hair dreams come true and trying to be perfect 100% of the time for people is exhausting. But we do it because we love it.
I always tell my clients that beauty is super subjective! Just bc I love something on you (cut or color) doesn’t mean that you are going to love it! I ask that they please let me know if there is anything that they would like done differently, or if there’s anything they would like to change?! I would rather my client be honest with me, let me change what they want changed, than to lose a client over it.
I am not a stylist, but a client. And I will say good customer service and people skills cannot be taught. It's a natural gift; either you've got it or you don't. Sam, I love your channel and wish you were local! I would totally go to you for my hair needs :)
My hair stylist has cut my hair, perm, trim but has never highlighted it before. This time a showed a picture of what I wanted. A highlight Frame facing on my dark hair. What I got was a blended highlights on the top of my head and around my face. Too much color. So she added a darker color on the top of my hair. But it shrill looks nothing like what I wanted. 3 hours later I just had to get out of the chair. And I felt like she was annoyed that I didn’t like her results. So I’m never going to have her color my hair. Btw it’s been 15 years of no color. So it was a shock to see the ok results. It’s like going to a restaurant and ordering s steak abs you end up with chicken. Oh well. Time to look for another stylist.
I don’t like when hairstylists put a darker toner because I like the warmer brighter look instead so I was going to a hairstylist that was putting a really pretty toner on my hair , the last appt she put an ugly darker toner on me so I mssged her and asked her if I could come in and change the toner to the original she said she changed it to this darker one to have it “last more” I said okay and waited for it to fade... when it was time to retouch , she didn’t respond to my mssgs , I was so kind about it and I would even tip her and buy products directly from her so it hurt that she couldn’t even reply to me and she has read receipts so that sucked lol I found another stylist that has been leaving my hair healthier and it’s growing quickly 🥰❤️
I had an experience like that client you had. I felt so bad and it took a lot in me to message my stylist and ask her please fix that back spot it was a little spot. She gladly fixed it the next day and was so sweet about it I was so happy!
Most stylists want the opportunity to get it right if you notice something that's making you unhappy, but we're not mind readers and can't know something is wrong if you don't speak up! I know it can be awkward though, so I'm glad you said something. That's why I always remind each client that they can always message me the next day if they notice anything they don't like, because saying something in person can be uncomfortable for some people.
Hi Sam Vay, absolutely awesome inspiring content about developing trust with clients by helping them know that we appreciate their feedback and are accountable to them for years. Have you thought about a Cosmetologist journalism career! Communication is sharp. And, you address managing upset emotions with tact. Thank you again. Growth is a game of millimeters and you are on the top crown 👑
I wish I could find a good hairstylist that I really like. Every one I’ve tried here so far likes to gossip about other clients and then the consultation is non-existent. I basically have to speak up and make a consultation happen, otherwise it’s like they just assume.
It’s crazy to me how people yell at stylists when my awkward self can’t even complain when something was done wrong lol. I had a stylist talk me out of going back to my natural brown and talk me into lightening my already damaged and lightened hair saying it would be fine because of the type of bleach she uses. 400 plus dollars down the drain, and two years later I’m still cutting off hair that was ruined by her. Was too nervous to mention it. Hoping I can someday find a good stylist but I haven’t had luck yet.
I remember when I was 20 something weeks pregnant having the worst hair experience ever. It started in the wash bowl. She was so rough with my hair. It continued in the chair. I think she was overdoing it since I have thick Aztec wavy curly hair. The hair cut was supposed to be like a 2 inch cut and it ended up being 4 inches with crap layers (I couldn’t see what she was doing as I didn’t wear my glasses.) I wanted to cry the whole time. And at that point I just couldn’t get myself to say anything. I just didn’t go back to her. Since then 1.5 years I have yet to go get a professional haircut. I just do a light dusting of my hair once a month. Unless I want a major cut I’ll just keep to this until I find a good hairstylist that gives me hope for a good experience
The one time I told a stylist I wasn’t happy, it took a lot out of me to say it, she cried and ran away from me and I felt terrible. I asked for a bob cut an inch below my chin, I showed her ten pictures and a video. She gave me a cut that was ear length and shaved my nape, which I didn’t ask for. She was really happy with it before she saw my face because it was the best blunt cut she ever did but when she saw my face she realized it was much shorter than I asked for. It was my first haircut and the manager was nice, I didn’t ask for her to come but after my stylist ran away she came out and apologized then said I could come back to somehow get it fixed.
currently binging your videos! i’m an aspiring cosmetologist starting school this fall and all of your videos are super helpful & get me excited to start! (:
3:44 or if they’re upset and emotional just remember to be even kinder and nicer. I get jokey with my clients when I feel like something isn’t going right. It’s not personal, you can always fix it or find someone who can! No biggie!
This goes for the service industry too! Like as a waitress you have to take accountability for stuff that isn’t your fault all the time, it’s all about the verbiage you use
Hey Sam, I have one question please. If your client unhappy with the color, are you paying the material and your work or is it paid by the client too? I'm a bit confused how to do this honestly with my clients.
I've met many clients who say they don't like thier hair so they can get out of paying and bad clients who have shouted and screamed I have walked them to my manager when they have wanted to complain and I can get into trouble is always say you can't please some people
chris kidner unfortunately those people do exist! But you can’t let a few bad clients make you bitter and assume that everyone is just looking for a discount. Usually it’s pretty obvious though who has a genuine concern and who is looking to scam you.
Vivian Darkbloom If it’s a quick fix (like you just need to throw on a different toner) you can probably juggle that while also taking your next client. But if it’s something that’s a bigger fix and will require more time, you can always ask them to come back the next day. Personally, I always block out an extra 10-15 minutes after every appointment to take after pictures, so if I need to fix something, I have that extra buffer and just have to sacrifice the photos.
I LOVE your hairstyle. Also that white desk in the background is soo cute, where is it from? I'm not a hairstylist but i love your videos & i work in customer service also so I totally agree with you. :)
One time I got my hair done at a random place and I was wearing a VS zip up. Half way through my full highlight I realized there was purple/bleach spots all over the back of my hoodie. tell me why the stylist literally denied getting it on my sweater and said I had to of done that elsewhere. I was like what? I’m not even mad in just saying like it’s literally bleached lol I didn’t touch bleach before this.
Working around the bulk of a hoodie can be very difficult. Was it one you could’ve taken off? Did you have a shirt underneath it? I agree she should’ve owned up to causing the spoting and apologized but she may not have wanted to pay for it. I always told my color and highlight customers to not wear their good clothes for those processes just in c
Oh my... A co-worker of mines.. Let's say she had a caramel light brownish blonde and maybe 2 inches of grown out roots in the color dark brown. She went to the salon last week to get a balayage (Light ashy blonde with a medium dark shadow root) she showed the hair dresser a photo.. Her end results was terrifying. She had blueish and greenish high lights and orange brassy gold roots. Oh and the hair dresser told her she couldn't blow dry her hair due to some regulations at the salon the have to follow. So she sent her home with wet damp hair so She paid $200. I advise her to go back and show the hair dresser the end result so she can fix it. So she goes Lol the hair dresser doesn't see the blueish greenish highlights! Nor the orange brassy gold roots. She tells my co-worker it looks good on her.. My co-worker ends up walking out.. What's your opinion on what might of went wrong?
I agree with what Maria said, it's definitely a toning issue. The stylist didn't formulate correctly and it's really a shame that she dismissed your coworker. Even if she TRULY believes it looks good, the point is that her CLIENT isn't happy with it and doesn't think it looks good. She should have did a different toner and fixed it for her. On the bright side, the blueish green color will wash out over time, but the orange roots will need to be darkened.
Same thing happened to me a week ago , i went in for a shadow root on my already blonde hair and my end result was red brassy roots dark brown ends and a blonde band going around my entire head. Good thing when the stylist asked me what i thought i told her i didn't feel comfortable paying full price because its not what i asked for at all. The manager came over and told me i could leave without paying but here i am with fucked up hair :(
Brianna yomama all they had to do was a clarifying treatment to take the color out 🤦♀️ I’m happy they didn’t charge you though so now you can take that money and go somewhere else. Just wash it in hot water with a clarifying shampoo (Paul Mitchell Shampoo Two is really good) and that should fade some of that color and make it easier for another stylist to fix.
Just had my hair highlighted. It looks good if I wanted that result. She has never colored my hair. Only cut, trim and perm. It had too many highlights. I have black hair and I wanted face framing blond abs brown highlights. She highlighted around the face and the crown. Too much color. So she covered the crown. But I still have too much blended highlights. 3 hours later I just wanted to go. Probably won’t be back. Clearly she had her own ideas about my hair. Oh well. Next.
I think so long as you’re respectful and explain why you’re not happy (as a client) the stylist should be open to any feedback. I had a problem with a stylist I’d been going to for a year because she lashed out and got aggressive when I said I didn’t think my hair looked like the picture I brought. 😳 Instead of explaining why she didn’t agree or giving me tips on how I could style it or whatever closer to the look of the picture, she snapped & told me to get the F out of her salon. I was even hesitant at first to bring it up, and I felt shy and even a little bad about it, but my face doesn’t lie. I left in shock and disbelief it even happened. What kind of a lunatic does that?! When I told the coworker who first referred me what she did, girlfriend got all embarrassed and flustered. She apologized and said the stylist (whom she’d known for years) didn’t handle criticism well. Ya think?! 🤣 (And also, thanks a lot girl. 🙄😑) Talent doesn’t mean squat without people skills.
That's a simple fix. I would just bring them back to the bowl, throw on a clarifying treatment to pull the ashy toner out and then do something a little warmer. It can be frustrating, because sometimes no matter how thorough you are during your consultation, you'll still have an unhappy client (happened to me today, actually).
I always give my clients 48 hours to check out their hair and if they need it fixed to let me know. I also do every fix for free. To me, like you said, I tell them all the time “thank you for letting me fix it” because they took the time to come specifically to you and spend their money... that’s one thing I wish they would teach in school is good customer service. I was taught to be firm with my prices but to also accommodate those who continue to come back and spend their money. Sometimes you have to do a couple of favors to really gain those return clients, but you’ll have them for life.
so how would you go about telling a client that that's not the color or cut for them? i know you suppose to give the client what they want but this is not one color or cut fits all! thanks.
Amee Mohamed I just break it down and explain why (with color, you can always pull out a color swatch and hold it up to their skin tone and then compare it to the color that you think would look better). If they still insist on getting what they originally asked for, you have the right to refuse service if you really want to, or you can just let them know that you will do what they want but if they end up hating it in the end, they will have to pay to change it. You’re the professional though, so you absolutely should share your professional advice and try educating your clients as much as possible, so never feel like you should just automatically do what they ask for if you don’t think it’s right for them.
Sorry that the audio isn't the best in this video!! I filmed this during the weekend and the street in front of my apartment gets really loud and busy :/ I'll be sure to record during the week when it's a lot quieter from now on.
I had a haircut once that I HATED, but it was exactly what I asked for. It just looked bad on me and I wasn't happy. It wasn't my stylist's fault at all, so I just let her know the issue and went in for a re-shape that was more flattering (I did pay for both services). She never made me feel bad or blamed me for choosing the wrong hairstyle. She just said "I want you to feel beautiful, so let's reassess and get you hair you love".
I know my stylist also follow you. B, if you see this, love you!
Melissa Stephan I love that!
So interesting to get the perspective of the hair dresser and not the client for once. Wow thank you! Love your transparency
Thank you!
Can I just say I'm loving this background instead of just a blank canvas? The plant definitely gives it an earthy welcoming feel.
Thank you for this video. I just started as a cosmetologist and both my clients were unhappy today 😞 rough day. There was just miscommunication and then when another stylist came and helped out they were like "yes why can't you do it like her, she's better." One said I was very nice but bad at hair which just crushed me. I know I'm not great because I am just starting out, just doing my best.
I have another haircut tomorrow and now I'm so scared to do it. I will try not to take these things personally.
Not a cosmetologist or trying to be one, but I watch these videos as if it's my religion.
Hahahaha omg I love that!! Thank you so much!
Sammmeeee lol
I meet someone who apparently has acted like she didn't like the service to not pay. In my mind I was like damn Ill even tip and not say anything when my hair or eyebrows are messed up. I just never go back to them.
You should speak up though! We can never grow and learn as cosmetologists if our clients aren't honest with us! And honestly, it's a lot harder to get exactly what you want if you always bounce around. Sticking to one person and giving them the chance to get to know you and what you like will save you so much stress and time in the long run!!
By doing that those people never get to learn!
I wish this was integrated into cosmetology school, actual classes on dealing with clients. It might have saved me 1000s of dollars if I knew what I was getting myself into, and that I wasn't the right type of person to deal with upset clients like these.
This has been SO helpful. I recently had a bad experience with a client and I’m having a hard time getting over it. She brought in three of her daughters. One who was moving a lot, so her hair didn’t end up looking very good, and I didn’t feel like trying to fix it in the moment would help because I just felt like it would make things worse, the second, whose hair was slightly uneven (i even asked the mom if she noticed anything that needed changing and she said no) I hadn’t noticed it initially in the salon, but it was nothing I couldn’t fix, and then the THIRD was a long to super short bob cut that looked great when she left the salon, the daughter was happy with it, but when the mom got home, she was unhappy about the first two girl’s haircuts. I offered to fix it for free, but the mom told me she was going to go to someone else and that she just wanted the money. I refunded her for the first two haircuts, and she was upset because I didn’t refund her for all of their haircuts. I told her that unless there was an issue with the third daughter’s haircut, I would not refund her. THEN, I get a picture from the mom of the third daughter’s hair with a gaping hole and no explanation. The picture she sent me was incongruent with the pictures that I had taken of her daughter’s hair. I refunded her the money anyways, and instead of leaving me be or being happy that she got her money back, she was trying to figure out where I went to school, and it’s been really hard for me to let it go. I recognized my mistakes, I apologized, I refunded her, I offered to fix it, but I still feel like there’s something I could’ve done more. Do you think she gaslighted me on the third daughter’s haircut for a refund? That’s kind of how I feel, but I still want to be responsible and I‘ve been doing all I can to learn from my mistakes and improve. Any advice?
Mary Lange this is exactly why I don’t do kid cuts anymore! It’s not YOUR fault that they wouldn’t sit still. And it’s absolutely ridiculous that she asked for her money back. You still took time out of your work day to do THREE haircuts and even offered to try and fix it for free. People like that are so entitled, I can’t stand it. Believe me, you did nothing wrong. You had every right to stand your ground and not give a refund when she refused the fix, and the fact that you did shows that you’re extremely humble and trying to go above and beyond to satisfy your clients. Don’t let assholes like that bring you down and take advantage of your kindness.
Thank you so much 😭 I feel so much better about it now
I manage a pet salon and all of this rings true. Definitely a great reminder in a time when it seems like everyone is angry at the world and taking it out on customer service worker
Love everything about this! For years I salon hopped, because when I didn’t like the end result I would find someone new for next time. That never helped anyone; I would pretend I looked amazing, and never go back. The thought of saying it wasn’t what I expected horrified me! I always love your point of view. I also love the background!
❤️
Thank you! I know it can be uncomfortable, but most stylists would really appreciate the opportunity to make it right - and unless you speak up, we can't know if you're unhappy! Plus, once you establish what you do and don't like with your stylist, they'll be able to get it right every time in the future. But hopping around to a new person every time makes that difficult. :)
Thanks for this video! I’ve just returned to the salon and this couldn’t have come at a better time! I’m already so self-critical, so being confident in admitting any mistakes is a challenge. Hope you’re doing great Sam!
Love how you filmed this video and the background!!
Thank you! :)
Agreed! Looks so professional
I love the way you explain things from both perspectives. I went to beauty school during high school in a 2 year program. And one of the main things we were taught was communication skills and professionalism. Many of the things I learned during school I am able to use in the adult world to be polite and stay professional without alot of miscommunications. This was great. Stay honest.
I had i client I had to fire. My first one in 5 years. She was always saying how she loves her hair in the salon, but then a few days after she is texting me saying there is something wrong with her hair, I have to do this, I have to do that. After the 4th time this happend I decided I don't want a toxic client. It made me feel bad about myself and I know there was nothing wrong with her hair.
even though this is for cosmetologists, i feel like this works in retail/food service as well. thank u for this it was very informative!
I recently had a new client like this, she chose her own colours from the colour chart I matched the colours to cover her yellow undertones.
I spoke through the whole process and showed the myself mixing in my colour bowls basically I tried to do open and reassuring. Long story short she didn't like it and went on to have a full on melt down I tried to remine calm add some more blonde to which she preferred and seemed happy. She coming back today as still is isn't 100% happy. To me the condition of my clients hair is the most important to me so I'd rather do her hair today now it's had chance to settle plus I want my clients to be pleased with her hair.
New subscriber! I loveee your content. Hearing stories like this are superrr helpful and eye opening. I’m on the customer end and recently had to ask my stylist to fix something on my new balayage she just did but I was sooo nervous to ask bc I didn’t know if it was annoying, rude, etc. In the consult I said I wanted a couple face framing highlights but when I got home I didn’t notice any so I asked if she can add them and she said absolutely and fit me in the very next day. I was so happy she made it so easy and guilt free and of course didn’t charge for the fix (especially since I just paid $300+tip for the hair).
Holy crap..can I ever relate to the stylist telling me how good my hair looks when it doesn't remotely resemble what I asked for, so many times!! I spend SO much time researching what I want and making sure to give them as much info about my hair so as not to be disappointed..so much for that! I really wish just once they'd side eye my hair and be like "that didn't turn out as expected or I left the toner on too long, etc"! Good for you, you sound like a true professional. I'm a total type A and always stand up for myself EXCEPT after a crappy hair experience!! lol Why is that? I can't be alone in this. I can't imagine yelling at my stylist, so sorry anyone deals with that :( The worst I did was creep to the bathroom for a quick cry. Anyway..before I blather on, great video :)
Thank you for this video. I had my first really unhappy client yesterday and my whole world has fallen apart. She cried and yelled at me and I never felt so shit I tried to fixed but wasn’t able to and she left with orange damage hair. And I’m crushed because I’m moving countries and gonna have to start from scratch again so my confidence went down the hill.
Hopefully I’m going to stop thinking about it and not be so hard on me on my next chapter. Xx
Yesss i always show them their hair after i blow dry the front side- 1) so they can relax a little for the rest of the blow dry and style 2) if they want anything different i didn’t just blow dry the whole thing
Exactly!!
Great video!! As a Cosmo it can be difficult but our clients are sooo important & we’re not always going to be perfect nor have the perfect client but taking our time instead of rushing that can cause mistakes or paying attention to detail or having a thorough enough consult is usually on us as the professionals! More videos like this please 😁👌🏼
So helpful. I always want to make my future clients happy and love their hair when they leave my chair. Thank you Sam!❤️😍
I am a stylist and I do believe this career is the hardest one there is to do. Making everyone's hair dreams come true and trying to be perfect 100% of the time for people is exhausting. But we do it because we love it.
I always tell my clients that beauty is super subjective! Just bc I love something on you (cut or color) doesn’t mean that you are going to love it! I ask that they please let me know if there is anything that they would like done differently, or if there’s anything they would like to change?! I would rather my client be honest with me, let me change what they want changed, than to lose a client over it.
I am not a stylist, but a client. And I will say good customer service and people skills cannot be taught. It's a natural gift; either you've got it or you don't. Sam, I love your channel and wish you were local! I would totally go to you for my hair needs :)
I needed to hear this!! I had a very rude mean client call me for a refund today. I needed some guidance on how to deal with this.
My hair stylist has cut my hair, perm, trim but has never highlighted it before. This time a showed a picture of what I wanted. A highlight Frame facing on my dark hair. What I got was a blended highlights on the top of my head and around my face. Too much color. So she added a darker color on the top of my hair. But it shrill looks nothing like what I wanted. 3 hours later I just had to get out of the chair. And I felt like she was annoyed that I didn’t like her results. So I’m never going to have her color my hair. Btw it’s been 15 years of no color. So it was a shock to see the ok results. It’s like going to a restaurant and ordering s steak abs you end up with chicken. Oh well. Time to look for another stylist.
I don’t like when hairstylists put a darker toner because I like the warmer brighter look instead so I was going to a hairstylist that was putting a really pretty toner on my hair , the last appt she put an ugly darker toner on me so I mssged her and asked her if I could come in and change the toner to the original she said she changed it to this darker one to have it “last more” I said okay and waited for it to fade... when it was time to retouch , she didn’t respond to my mssgs , I was so kind about it and I would even tip her and buy products directly from her so it hurt that she couldn’t even reply to me and she has read receipts so that sucked lol I found another stylist that has been leaving my hair healthier and it’s growing quickly 🥰❤️
I had an experience like that client you had. I felt so bad and it took a lot in me to message my stylist and ask her please fix that back spot it was a little spot. She gladly fixed it the next day and was so sweet about it I was so happy!
Most stylists want the opportunity to get it right if you notice something that's making you unhappy, but we're not mind readers and can't know something is wrong if you don't speak up! I know it can be awkward though, so I'm glad you said something. That's why I always remind each client that they can always message me the next day if they notice anything they don't like, because saying something in person can be uncomfortable for some people.
I’m a makeup artist this video is absolutely fantastic this should be incorporated in cosmetology school ... I’d love a second video on this subject
Hi Sam Vay, absolutely awesome inspiring content about developing trust with clients by helping them know that we appreciate their feedback and are accountable to them for years. Have you thought about a Cosmetologist journalism career! Communication is sharp. And, you address managing upset emotions with tact. Thank you again. Growth is a game of millimeters and you are on the top crown 👑
I wish I could find a good hairstylist that I really like. Every one I’ve tried here so far likes to gossip about other clients and then the consultation is non-existent. I basically have to speak up and make a consultation happen, otherwise it’s like they just assume.
Augh I'm sorry to hear that :/
It’s crazy to me how people yell at stylists when my awkward self can’t even complain when something was done wrong lol. I had a stylist talk me out of going back to my natural brown and talk me into lightening my already damaged and lightened hair saying it would be fine because of the type of bleach she uses. 400 plus dollars down the drain, and two years later I’m still cutting off hair that was ruined by her. Was too nervous to mention it. Hoping I can someday find a good stylist but I haven’t had luck yet.
Audrey Elizabeth oh nooo!! :(
I remember when I was 20 something weeks pregnant having the worst hair experience ever. It started in the wash bowl. She was so rough with my hair. It continued in the chair. I think she was overdoing it since I have thick Aztec wavy curly hair. The hair cut was supposed to be like a 2 inch cut and it ended up being 4 inches with crap layers (I couldn’t see what she was doing as I didn’t wear my glasses.) I wanted to cry the whole time. And at that point I just couldn’t get myself to say anything. I just didn’t go back to her. Since then 1.5 years I have yet to go get a professional haircut. I just do a light dusting of my hair once a month. Unless I want a major cut I’ll just keep to this until I find a good hairstylist that gives me hope for a good experience
so happy to see u thriving and glowing babe. ur space looks so cute ❤ thanks for the amazing vid and content as always!
Aw thank you so much :)
The one time I told a stylist I wasn’t happy, it took a lot out of me to say it, she cried and ran away from me and I felt terrible. I asked for a bob cut an inch below my chin, I showed her ten pictures and a video. She gave me a cut that was ear length and shaved my nape, which I didn’t ask for. She was really happy with it before she saw my face because it was the best blunt cut she ever did but when she saw my face she realized it was much shorter than I asked for. It was my first haircut and the manager was nice, I didn’t ask for her to come but after my stylist ran away she came out and apologized then said I could come back to somehow get it fixed.
currently binging your videos! i’m an aspiring cosmetologist starting school this fall and all of your videos are super helpful & get me excited to start! (:
3:44 or if they’re upset and emotional just remember to be even kinder and nicer. I get jokey with my clients when I feel like something isn’t going right. It’s not personal, you can always fix it or find someone who can! No biggie!
Hi Sam, I´m from Chile and I love your videos!. This background is so much better than the orange and the pink ones. You are the best!!
This is still such helpful information, thank you!
This goes for the service industry too! Like as a waitress you have to take accountability for stuff that isn’t your fault all the time, it’s all about the verbiage you use
Super proud of all your accomplishments 🥰 I love your new place ! I Love your style !!You were so ready for your own place lol looks amazing !!
Hey Sam, I have one question please. If your client unhappy with the color, are you paying the material and your work or is it paid by the client too? I'm a bit confused how to do this honestly with my clients.
I've met many clients who say they don't like thier hair so they can get out of paying and bad clients who have shouted and screamed I have walked them to my manager when they have wanted to complain and I can get into trouble is always say you can't please some people
chris kidner unfortunately those people do exist! But you can’t let a few bad clients make you bitter and assume that everyone is just looking for a discount. Usually it’s pretty obvious though who has a genuine concern and who is looking to scam you.
I had a client yesterday she was being very difficult from the time she came in from the time she left.
Love the hair!! Suits you really good
I wish we had more hairstylist like you😁
girl yessss! perfectly said in that order.
The blonde looks so good on you!
Girl look at you with 100k!!!!!
Ahh I know!! I still can't believe it!
Girl your makeup is glowing!
Thank you! It's the It Cosmetics Bye Bye Foundation with the Super Goop Glowscreen underneath ;)
Such good advice! Thank you! ❤️
Great recommendations.
What if you have a full book and you mess up on somebodys hair and offer to fix it but then youre running behind for your other clients?
Vivian Darkbloom If it’s a quick fix (like you just need to throw on a different toner) you can probably juggle that while also taking your next client. But if it’s something that’s a bigger fix and will require more time, you can always ask them to come back the next day. Personally, I always block out an extra 10-15 minutes after every appointment to take after pictures, so if I need to fix something, I have that extra buffer and just have to sacrifice the photos.
You usually post at night time here in PH! This day upload is a suprise!! 😍
I LOVE your hairstyle. Also that white desk in the background is soo cute, where is it from?
I'm not a hairstylist but i love your videos & i work in customer service also so I totally agree with you. :)
Thank you!! It's from Ikea. The drawer is the Alex 5 drawer and the table top and legs came separately.
@@styledbysamvay thanks for the reply girl! really appreciate it :)
One time I got my hair done at a random place and I was wearing a VS zip up. Half way through my full highlight I realized there was purple/bleach spots all over the back of my hoodie. tell me why the stylist literally denied getting it on my sweater and said I had to of done that elsewhere. I was like what? I’m not even mad in just saying like it’s literally bleached lol I didn’t touch bleach before this.
Working around the bulk of a hoodie can be very difficult. Was it one you could’ve taken off? Did you have a shirt underneath it? I agree she should’ve owned up to causing the spoting and apologized but she may not have wanted to pay for it. I always told my color and highlight customers to not wear their good clothes for those processes just in c
Case.
Me im easy im basic af rn my goal is a plain blonde ( not quite white ) or an a dark red
Oh my... A co-worker of mines.. Let's say she had a caramel light brownish blonde and maybe 2 inches of grown out roots in the color dark brown. She went to the salon last week to get a balayage (Light ashy blonde with a medium dark shadow root) she showed the hair dresser a photo.. Her end results was terrifying. She had blueish and greenish high lights and orange brassy gold roots. Oh and the hair dresser told her she couldn't blow dry her hair due to some regulations at the salon the have to follow. So she sent her home with wet damp hair so She paid $200. I advise her to go back and show the hair dresser the end result so she can fix it. So she goes Lol the hair dresser doesn't see the blueish greenish highlights! Nor the orange brassy gold roots. She tells my co-worker it looks good on her.. My co-worker ends up walking out.. What's your opinion on what might of went wrong?
If I read your comment right . I would the toner is the problem
I agree with what Maria said, it's definitely a toning issue. The stylist didn't formulate correctly and it's really a shame that she dismissed your coworker. Even if she TRULY believes it looks good, the point is that her CLIENT isn't happy with it and doesn't think it looks good. She should have did a different toner and fixed it for her. On the bright side, the blueish green color will wash out over time, but the orange roots will need to be darkened.
@@styledbysamvay Thanks for the reply I will let her know and to not go to her again.
Same thing happened to me a week ago , i went in for a shadow root on my already blonde hair and my end result was red brassy roots dark brown ends and a blonde band going around my entire head. Good thing when the stylist asked me what i thought i told her i didn't feel comfortable paying full price because its not what i asked for at all. The manager came over and told me i could leave without paying but here i am with fucked up hair :(
Brianna yomama all they had to do was a clarifying treatment to take the color out 🤦♀️ I’m happy they didn’t charge you though so now you can take that money and go somewhere else. Just wash it in hot water with a clarifying shampoo (Paul Mitchell Shampoo Two is really good) and that should fade some of that color and make it easier for another stylist to fix.
Make more cosmetology vids!!
Just had my hair highlighted. It looks good if I wanted that result. She has never colored my hair. Only cut, trim and perm. It had too many highlights. I have black hair and I wanted face framing blond abs brown highlights. She highlighted around the face and the crown. Too much color. So she covered the crown. But I still have too much blended highlights. 3 hours later I just wanted to go. Probably won’t be back. Clearly she had her own ideas about my hair. Oh well. Next.
Love your vids gurl
Thank you!
@@styledbysamvay No problem but how do I tell my hairstylist I don't like the style
This was so helpful!
I needdd to drive from MA to come get my hair done by you! One day haha
I'd love that!
I think so long as you’re respectful and explain why you’re not happy (as a client) the stylist should be open to any feedback.
I had a problem with a stylist I’d been going to for a year because she lashed out and got aggressive when I said I didn’t think my hair looked like the picture I brought. 😳 Instead of explaining why she didn’t agree or giving me tips on how I could style it or whatever closer to the look of the picture, she snapped & told me to get the F out of her salon. I was even hesitant at first to bring it up, and I felt shy and even a little bad about it, but my face doesn’t lie.
I left in shock and disbelief it even happened. What kind of a lunatic does that?!
When I told the coworker who first referred me what she did, girlfriend got all embarrassed and flustered. She apologized and said the stylist (whom she’d known for years) didn’t handle criticism well.
Ya think?! 🤣 (And also, thanks a lot girl. 🙄😑)
Talent doesn’t mean squat without people skills.
What about when they want ashy at first then when it’s all done and dried they say it’s ashy and don’t like it.. ……
That's a simple fix. I would just bring them back to the bowl, throw on a clarifying treatment to pull the ashy toner out and then do something a little warmer. It can be frustrating, because sometimes no matter how thorough you are during your consultation, you'll still have an unhappy client (happened to me today, actually).
you looks amazing!
Aw thank you!
Love this video ❤
Such a good video . I am a new stylist and this helped me assess what I’ve been doing right and wrong. 😊
This background!!
oooo I feel like I know what stylist you were talking about 🤣🙃
Hahaha what?! How?!! I was purposely not specific at all lol :X
wish you weren't hours away from me, i'd love to go to you!!!! I adore you
Lol so sweet! Thank you :)
Love it
I always give my clients 48 hours to check out their hair and if they need it fixed to let me know. I also do every fix for free. To me, like you said, I tell them all the time “thank you for letting me fix it” because they took the time to come specifically to you and spend their money... that’s one thing I wish they would teach in school is good customer service. I was taught to be firm with my prices but to also accommodate those who continue to come back and spend their money. Sometimes you have to do a couple of favors to really gain those return clients, but you’ll have them for life.
You are fab
so how would you go about telling a client that that's not the color or cut for them?
i know you suppose to give the client what they want but this is not one color or cut fits all! thanks.
Amee Mohamed I just break it down and explain why (with color, you can always pull out a color swatch and hold it up to their skin tone and then compare it to the color that you think would look better). If they still insist on getting what they originally asked for, you have the right to refuse service if you really want to, or you can just let them know that you will do what they want but if they end up hating it in the end, they will have to pay to change it. You’re the professional though, so you absolutely should share your professional advice and try educating your clients as much as possible, so never feel like you should just automatically do what they ask for if you don’t think it’s right for them.
@@styledbysamvay Thank you!
Yea I don't agree with you. This video was pointless to watch. You can't make everyone happy you are not pizza.