Why Salon Work Makes Your Body Ache & What You Can Do to Feel Better
We learn some simple moves and strategies to keep the blood pumping through the muscles and limit posture problems from The Balanced Beauty Pro
by Anne Moratto
How to Handle a Client Complaint or Fix a Service Issue
No stylist is perfect, but handling a client complaint with professionalism and offering solutions can turn a negative into a positive.
by Lisa M. Finucane, PhD, Director of Sales, Developlus
March 23, 2025
Image by Jo_Johnston from Pixabay
2 min to read
Lisa Finucane
No stylist is perfect, but handling a client complaint with professionalism and offering solutions can turn a negative into a positive.
My thoughts on client complaints or service issues have not changed in my longtime career in the beauty industry as a behind-the-chair stylist. I find that most of these complaints stem from a misunderstanding about the service or a disconnect from the initial consultation.
If a customer is not satisfied with a service, I use the STOP method:
S – SIT down with the client and assess the situation.
Ask questions:
“Is the color too dark, too light? Too red? Too blonde?”
“Does the cut need refinement in certain areas?”
“Is there a styling tool issue that needs to be addressed?”
Remain calm and professional, avoiding defensiveness. Use this time to reiterate what was agreed upon before the service and see it as an opportunity to connect with your client and find a solution.
T – TAKE time to fix what is perceived as not working.
Dig deeper into what is needed to make the client satisfied. This does not mean completely redoing the service—if the client agreed to a red bob but later wanted a blonde pixie, that is not something to "fix." However, slight tonal shifts, texturizing, or even a blow-dry tutorial can go a long way in keeping the client happy.
O – Remain OPEN to adjusting the result of the service.
We are in the business of serving clients, but that does not mean allowing yourself to be taken advantage of or stuck in a “redo loop.” Be honest with yourself and determine what you can reasonably adjust to align with the original consultation agreement. Taking extra time to tweak the service within reason can make a big difference.
P – Stay POSITIVE.
Positivity benefits you as much as your client. Remaining calm in tense situations, keeping an upbeat attitude, and offering reasonable adjustments can help strengthen your client relationships.
Continue asking questions about what the customer expected and over-explain the steps you will take to fix the issue. This makes the client an active participant in the solution, increasing their satisfaction.
In my years behind the chair, I have learned that these “perceived service faux pas” are actually opportunities to create a bonding experience with clients. To avoid these situations, I always conduct clear, concise consultations and ask:
“What do you NOT like as much as what do you like?”
Subscribe to Our Newsletter
More Career
Paying It Forward: What I Wish I’d Learned in Beauty School
Anny VanDriel, owner of Be Rosie Salon and creator of Pricing Isn’t Personal, volunteered to share a pricing presentation to beauty school students a year ago, and ended up learning more than she expected.
by Anne Moratto
Level Up Your Artistry
From the launch of the Ulta BeautyArtist Collective to the evolution of Trendspiration, celebrating stylists is what The Salon at Ulta Beauty does best.
Sponsored by Ulta Beauty
Challenging the Rules of Haircutting: An Interview with Nashville Artist Stan Newton
With more than four decades in the industry, hairdresser and MODE Education founder Stan Newton has built a career around the art and discipline of cutting hair, learning the rules so he can break them.
by Anne Moratto
How Beauty Professionals Can Evaluate and Expand Their Service Menus
Beauty professionals should evaluate each service based on its popularity, profitability, and alignment with current trends. Conducting client surveys and analyzing booking data can provide insights into which services are in demand and which might be phased out.
by Anne Moratto
How to Build a Sustainable Beauty Career Without Burning Out
LifeSpa leader Ali Yanez explains why strong mentorship, predictable income, meaningful recognition and the right work environment help beauty professionals build careers that last.
by Anne Moratto
Where Are Salon Suites Headed Next?
Whether a beauty professional chooses a commission salon, booth rental, salon suite or salon ownership, the common thread is having more choices than ever before.
by Anne Moratto
Sport Clips Haircuts Hosts First-Ever Virtual Education and Career Experience for Stylists
Sport Clips Haircuts will host its inaugural "Level Up Live," a first-of-its-kind virtual event that combines live haircutting education, career inspiration, product knowledge, and employment opportunities for licensed stylists and cosmetology students nationwide.
by Staff
Physical Therapist Shares Best Posture Tips for Hairdressers and Nail Technicians to Prevent Neck, Back and Shoulder Pain
Orthopedic PT reveals three daily exercises plus ergonomic advice that can help salon professionals avoid the aches and injuries caused by standing, bending and repetitive overhead work.
by Anne Moratto
The Beauty Pro Book Club: 4 Reads to Inspire Growth and Success
Four publications for beauty industry professionals to enhance their leadership skills, financial awareness, professional growth, and joy!
by Anne Moratto
How AI Can Help Independent Beauty Professionals Build Stronger, More Profitable Businesses
Salon suite pioneer Karen Kaminski argues that the next evolution of independent beauty businesses won't be defined by beautiful spaces alone, it will be driven by smarter systems that help professionals spend less time on administrative work and more time serving clients.
Pre-PRIDE: Finding Allies in the Beauty Salon
At a time when many LGBTQ+ people felt compelled to hide parts of themselves, Carlos Valenzuela found a career in beauty and a community that offered opportunity based on what you could do and how well you could do it.
by Anne Moratto
Chaz Dean Shares 5 Career Lessons for Hairstylists Building a Lasting Career
Whether it's social media, fashion, film, art, or culture, Chaz Dean advises stylists to stay aware of what's inspiring people. Take the elements that make sense for you in these five lessons learned through a life in beauty.
by Anne Moratto
The MODERN Artist Connective Edit: Jessica Domoney Says Success Starts with Boundaries
For Jessica Domoney, building a successful career isn't about saying yes to every opportunity, it's about protecting your time, investing in yourself and creating an experience clients won't forget.
by Anne Moratto
Rodrick Samuels on The Silent Work, Modern Beauty Education and Why Empathy Wins
MODERN SALON sat down with Samuels to discuss the book, beauty education, mentorship and the habits that help beauty professionals thrive.
by Anne Moratto
AI Won't Replace Your Voice—Unless You Let It
"The mistake people make is treating AI like a vending machine instead of a personal assistant." Digital marketing expert Scott Moon shares how beauty professionals can use AI while staying authentic
by Anne Moratto
50 Smart Things Beauty Educators Have Told Us
Real-world advice on creativity, consultations, color, burnout, business, boundaries, inclusivity, client care, and career growth from educators and industry experts.
by Anne Moratto