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
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
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
What Salon and Spa Professionals Need to Know About Skin Longevity
Today's clients are hearing more about longevity, biohacking, inflammation, and healthy aging than ever before. This article explores the science and language behind the skin longevity movement, and what it could mean for client consultations, treatment recommendations, and professional credibility.
Financial Educator Anna Manukyan Launches Masterclass for Early Career Stylists
Licensed to Thrive, Anna Manukyan's all-in-one beauty career and financial masterclass, is being gifted to professionals who enroll in L'Oreal LEVEL Rewards for a limited time.
6 Ways Self-Love Will Help You Crush Your Goals
From breaking free of external validation to creating joy-based goals, discover a more sustainable and fulfilling path to success.
MODERN SALON Boot Camp Heads to Austin: One-Day Beauty Business & Career Education Event for Beauty Professionals
A full day of education for hairstylists and salon pros focused on pricing, personal branding, client experience, social media, and long-term career growth.
How Michelle Bowden Had a Breakout Year (and How Other Stylists Can, Too)
From working backstage at multiple Paris Fashion Week shows to collaborating on four creative collections and expanding her international stage work, Michelle Bowden has had an incredible year of growth. Here, we break down her approach that drove her momentum, offering a framework for stylists looking to elevate their own careers.
Ulta Beauty and Beauty Changes Lives Launch “The Possibilities Are Beautiful” Cosmetology Student Scholarship
This marks Ulta Beauty’s first scholarship partnership with Beauty Changes Lives, building on years of enthusiastic support for the organization and its mission.
A Path for Everyone: Great Clips Salons Offer Diverse Career Opportunities
Locally owned Great Clips salons offer a wide variety of career opportunities, competitive compensation, supportive salon teams and opportunities to grow your skills, both technically and professionally.
Sponsored by Great Clips
Are Salon Suites Becoming Too Cheap? The Hidden Risks of Low Salon Suite Rent
Salon suite consultant Karen Kaminski explains why cheap salon suite rent can destabilize the salon suite business model and why value-based pricing may be a smarter strategy.
Magical Creatures: Why These Stylists Love Creating Fantasy Hair Color
These stylists practice hairdresser magic, transforming clients into unicorns, mermaids, rainbows and living works of art.
by Anne Moratto
Keratin Complex Launches KC on Tour 2026 with Tabatha Coffey
Keratin Complex is taking education on the road in 2026 with the launch of KC on Tour, a live event series featuring industry icon and salon business coach Tabatha Coffey.
by Anne Moratto
Why Soft Skills and Client Communication Matter More Than Ever in the Beauty Industry
Modern professionalism is evolving beyond hard skills. Technical training is essential but about 85 percent of job success comes from soft skills. In a world where AI and automation are increasing, human connection becomes more valuable, not less.
by Anne Moratto
Author Daniel Cubillo Drops the Blueprint for Building a Career in the Content Arena
In his new book "The Creative Mastermind," a writer and creative executive behind brands such as "Top Chef," "Fear Factor," and "Real Housewives," shares his insider knowledge for navigating today's chaotic content landscape.
What Custom Notifications Tell Us About the Personalized Future of the Salon Client Experience
Personalization is no longer just the cherry on top; it’s the whole sundae. If clients don’t feel like you designed and personalized the experience just for them, they’ll find a salon that does.
Beautiful Careers Happen Here
Ulta Beauty is always innovating to meet professionals where they are. Amazing transformations happened at The Salon at Ulta Beauty in 2025, and Ulta Beauty artistry and education will be everywhere you want to go in the year ahead. Come see all The Salon at Ulta Beauty has planned for you in 2026!
Sponsored by Ulta Beauty