As a salon owner, it takes a good mix of grace, humility, and professionalism to handle a client who doesn’t like their haircut.
No matter how long you’ve been in the hair industry, it’s bound to happen: A client hates their haircut.
But knowing how to handle the situation can make a huge difference.
In this blog, we’ll share exactly what you should say when a client doesn’t like their haircut.
What to Say When a Client Hates Their Haircut
If a client hates their haircut, it’s important to handle the situation professionally and empathetically.
Whether in person or via email, here are four easy steps to follow — with examples of what you should say— in the event that a client doesn’t like the haircut they received.
Step 1: Acknowledge Their Feelings
Thank you for bringing this to my attention. I understand that you’re disappointed with your haircut, and I want to sincerely apologize for any inconvenience.
Step 2: Listen Actively
I appreciate your feedback. Could you please share specific details about what you are unhappy with? This will help me understand your concerns better and work towards a solution together.
Step 3: Offer a Solution
I want to make sure you leave satisfied with your haircut. Would you be open to coming back in so we can adjust your haircut to better meet your expectations? It’s important to me that you are happy with the final result.
Step 4: Reassure and Engage
I value your trust in me and want to ensure you have a positive experience. Please feel free to express any additional feedback or preferences — your satisfaction is my top priority.
Remember. It’s crucial to approach these situations with a calm and professional demeanor, and always aim to resolve the issue to the best of your ability.
Ultimately, creating a positive client experience should be at the forefront of every interaction.
Notes from the Field: “A lot of times, a client can love their haircut when they leave and then have issues when it comes to styling it themselves. We’ve all been there! Asking key questions about what is actually bothering them can help you get to the bottom of what is really going on. Maybe all you need to do is teach them how to style their new do.
But remember: Coming to a mutual understanding requires you to be able to listen to their feedback and interpret it in “non-hairstylist” terms back to them, so that your client can truly feel like you are in touch with what they are saying.
Talk It Out
Communication is key when addressing client dissatisfaction with a haircut. Encourage the client to express their specific concerns regarding the haircut.
Was it the color, styling, or cut that they were unhappy with?
By actively listening and understanding the client’s preferences and concerns, you can pinpoint the exact areas that need to be addressed.
Bring In Another Stylist to Offer Their Advice
Sometimes, bringing in another perspective can be helpful in resolving a haircut mishap.
If the client is open to it, consider having another experienced stylist review the haircut and offer their advice.
This collaborative approach can provide fresh insights and recommendations on how best to remedy the issue.
Plus, it also shows the client that you are dedicated to finding the best solution and ensuring their satisfaction.
Offer a Free Appointment to Fix It
To show your commitment to client satisfaction and to make amends for the bad haircut, offer the client a complimentary appointment to fix the issue.
By offering a free appointment, you are giving the client the opportunity to have their haircut adjusted to their liking without any additional cost, showcasing your commitment to their happiness and confidence in your services.
Don’t Charge Them
In line with offering a free appointment to fix the bad haircut, make it clear to the client that there will be no charge for the follow-up service.
This decision not only alleviates any financial burden on the client but also reinforces your accountability for the initial haircut outcome.
Turning an Awkward Moment Into a Loyalty Moment
No stylist wants to hear, “I don’t love my haircut,” but how you handle that moment matters more than the cut itself. When you lead with empathy, clear communication, and a genuine desire to make things right, you turn a potentially uncomfortable situation into a powerful trust-building opportunity.
At the end of the day, clients don’t expect perfection, they expect to feel heard, respected, and cared for. And when they do, even a less-than-perfect haircut can turn into a lasting relationship. Because in this industry, great service isn’t just about what happens in the chair, it’s about how you show up when things don’t go exactly as planned.