Calling All Salon Stylists: What Can You Do When Your Client is Unhappy?
Last Updated on 30 October, 2025
No matter how talented you are as a hairstylist, mistakes sometimes happen, and it’s impossible to please everyone. So what do you do when your name and your salon’s reputation are on the line?
Let’s look at how the experts handle difficult or unhappy clients in their salons.
This guide covers:
How to manage unhappy salon clients
Most clients hate confrontation as much as you do, so stay calm and remember that mistakes don’t define you as a stylist or business owner. Keep in mind that it’s not a mistake that will ruin your reputation; it’s how you handle yourself in times of stress and confrontation. When handled properly, you can save yourself from a negative review.
Step #1: Get in the right headspace
That means before addressing a distraught customer, be sure you are calm enough to do so. If the situation gets out of hand and the client is seriously upset, it’s up to you to be professional and keep a cool head.
Even if you have every right to be annoyed, remember adding more fuel to the fire will only make it grow. Before you respond to the customer, remove yourself from the situation and look at it from a greater perspective. Whether they’re upset in person or online, your other clients are watching how you respond too.
Step #2: Own your mistakes
We all make mistakes at work. Maybe an error in judgment leads to you mixing the wrong color. Or maybe a slip of the hand leads to you cutting off more strands than intended. In any case, the important thing is to own up to your misstep. So don’t make excuses, just apologize.
“I’m really sorry to have to tell you this, but I made a miscalculation on the dye mix, and we didn’t quite get the color you were looking for. But don’t worry, if you don’t like it, I’m going to make it right by you.”
You don’t need to grovel or take the blame for things you weren’t in control of. For example, if they don’t like how the cut they requested looks, that isn’t your fault, but you can still work with them to try to find a style they feel looks good.
“I totally get it, bangs can be a huge change to get used to. Do you want me to show you a few different ways you can style them? Or would you like to adjust the shape of the rest of the cut for a different look?”
Step #3: Repair the relationship
The next step is to figure out a solution with your client. Calmly reassure your client that you understand they are not happy, and you are going to fix it together.
Ask clear questions to pinpoint what’s wrong. This step alone may be enough to calm your client as they recognize you are taking their concerns seriously and are giving them some control.
“Are you dissatisfied with one of the products I used? What about the final look bothers you? Is there anything about this look you want to keep?”
Once you figure out exactly what your client is unhappy about, you can provide your expert opinions. If it wasn’t an accident, explain why you did what you did. Perhaps you proceeded that way because the style they asked for required it, perhaps you used a different technique because of their hair history, or perhaps it was a miscommunication from the start.
This will show your client you are serious about your work and demonstrate your professionalism.
Step#5: Address the complaint
Finally, work out a solution. Try to salvage the situation the best you can, but don’t rush it if you don’t need to. Book a time the next day or next week for them to come back if needed, and agree on what needs to be done.
Sometimes, your client might be unsure of whether they like their new hairstyle or not. Don’t panic. There are many instances where people will go home and turn out to love their new look! But if they don’t, make sure you have established solutions to offer, such as:
- Refunds: If it’s within your salon’s policies to give a full refund, and the situation calls for it, this may be the cleanest solution.
- Re-dos: If you’ve repaired the relationship, offer to give them a free re-style (or cut) with the stylist of their choice.
- Coupons: Discounts on future services can be a great way to show how much you value them as a customer and keep them coming back.
How to manage difficult or problematic salon clients
Mistakes and misunderstandings aside, there are unfortunately people who intentionally cause a scene in order to get free hair services. They fall under a completely different category. We’ve all heard client horror stories, and you might’ve also lived through a few of them.
When you encounter these customers, remember the importance of remaining professional and patient. Stick to your salon policies and refer back to the consultation sheet. This provides you with a clear, written record of what was asked for if they’re attempting to change the story at check-out.
If a client is truly disruptive, fire them. But nicely. You still have your reputation to maintain.
In a non-confrontational manner, inform them that you may not be the best fit for each other and recommend that they try another salon. If they are truly a con artist, be sure to warn other stylists in your area. People like these are rare, but they do exist, so it’s important to stand together.
How to protect your salon’s reputation
Taking responsible preventive measures is the best way to protect you, your stylists, and your salon’s reputation. Before any client has the chance to be unhappy with their cut, you need to have your refund policies and consultation procedures in line.
Everyone has different opinions on refunds, so just be clear about what your salon policies are. Post them where your clients can see them easily and make sure all of your staff are familiar with them. If your client demands a full refund and you or your stylists did the job properly, explain patiently that at a minimum, they need to pay for the products used and your time.
The importance of a good consultation
Keep in mind that anything drastic, no matter how good it actually looks, may cause some distress when first seen. So before you agree to cut a brunette’s long locks into a pixie and bleach it platinum, make absolutely certain that’s exactly what they want during the consultation, and write it down.
Offer your professional opinion on what may or may not look good. Then agree on the style. You may even want the client to sign off on it before you start cutting. Setting clear expectations for everyone is one of the easiest ways to avoid unhappy clients altogether.
It’s also important that you and your client are on the same page about pricing. Are they a Groupon customer? Are they asking for special services? Let them know of any extra costs that may be needed, such as extra time needed or additional products required to get the same results when styling it at home.
WellnessLiving takes the guesswork out of client management and policies
Keeping clients happy doesn’t have to be complicated. With WellnessLiving, your salon has everything it needs to create smooth, stress-free experiences, from the first appointment to the follow-up visit.
WellnessLiving’s all-in-one salon management software helps you stay organized, transparent, and connected with your clients. Its built-in tools make scheduling simple, automate reminders to reduce no-shows, and store detailed client profiles. We make it easy for every guest to feel recognized and cared for.
Clear communication, easy booking, and transparent pricing mean fewer surprises and more satisfied customers. Plus, advanced reporting and loyalty features help you identify at-risk clients, reward regulars, and strengthen long-term relationships.
FAQs about unhappy salon clients
In these cases, it may be best to establish a policy of never issuing a refund over the phone. Ask them to come back at their earliest convenience so you can discuss what happened and troubleshoot a solution with them. This fosters better relationships with clients and weeds out scam artists.
Make small adjustments if you can. However, if they want a big change (like a completely different cut or a new set of highlights), calmly let them know they need to pay for the new service, and a refund is not within your policies. It’s never your fault if your client decides they don’t like their new hair after you do exactly what they asked of you.
Acknowledge their feelings, apologize sincerely if needed, and focus on solutions. Having well-defined refund or redo policies documented in your system helps you stay consistent and fair.
Follow up personally after resolving the issue and offer a small incentive, like a discount on their next visit or loyalty points. Using client tracking and retention tools makes it easy to identify and re-engage clients at risk of leaving.
Be transparent from the start. Display pricing clearly in your salon so clients know what to expect and what luxury services they can treat themselves to. Use customizable client apps to display service menus, add-ons, and price ranges or book directly online.
