Lifestyle
How To Handle Difficult Client Situations
At one point or another, everyone (even the most esteemed colorists) has been there: That awkward moment when you’ve just finished a service and your client takes one look in the mirror and hates it. Whether they cry, scream or handle it calmly and rationally, it can incredibly difficult to navigate professionally — especially when you may not feel like you’ve done anything wrong. According to Redken R Team Member, influencer, and salon owner Cassandra McLGaughlin, it doesn’t have to be that big of a deal. There are certain ways you can handle the situation that will not only help you keep your client happy, but ultimately strengthen your relationship in the long run.
In order to avoid having an upset client in your chair in the first place, says McGlaughin, it’s important to have a very, very clear consultation before you begin. Make sure you understand exactly what your guest wants, and if they’re using a picture ask them what specifically they like about it to make sure there’s no confusion. If they’re asking for something that’s not achievable, or their expectations are unreasonable, be honest and tell them from the beginning that what they want may not be possible, then transition them to an alternate solution. “It’s really about under-promising and over-delivering,” she says, especially when it comes to color correction.
If you still end up with crying, screaming or general unhappiness in your chair, here are her tips for exactly what to do to handle the situation like a #colorboss.
Acknowledge The Situation
“The very first thing is acknowledging the fact that you see what they’re seeing,” says McGlaughlin. “You don’t want them to feel like they’re crazy. You don’t want to look at someone like ‘oh no it’s not warm, it’s not red,’ when it is. Just be honest and say ‘I see what you’re seeing, and this is why it’s happening.”
Don’t Disagree With Your Guest
We’ve all heard the old adage “the customer is always right,” and it’s never been more true (or more important) than in situations like these. “If they’re unhappy, even if you disagree with them, don’t overtly disagree with them,” says McGlaughlin. “Just say, ‘I feel a little differently, but if you’re not happy with it or it seems too dark to you, this is what we can do.’ Transition to a solution, and never make them feel like they’re completely wrong or that they’re crazy.” After all — at the end of the day, they’re your customer, and they’re the one who has to actually wear the hair that’s on their head.
Stay Calm
Take a deep breath: No matter what, there is always a solution. “You can’t take for granted that being a calm person in these situations can help other people calm down, too,” says McGlaughlin. “Stay calm, acknowledge and offer a solution… It’s about just not getting ruffled when things don’t go your way.” Make sure your client knows that the situation is fixable, and neither one of you has any reason to panic.
Offer A Solution
No matter how bad a situation seems (or, in this case, looks) every hair problem is fixable — Whether with another round of toner or a second treatment at a later date. “Stay calm, acknowledge the situation, validate what they’re saying, offer a solution and move on,” says McGlaughlin.
Do Something To Make Up For It
Whether you should make some sort of apology offering to a guest depends both on your relationship and the situation. “When it’s a new relationship, I think offering something like a free deep condition or your next re-touch on us, I think that goes a long way in establishing trust in a growing relationship,” says McGlaughlin. “If a stylist has had a guest in their chair for two years, usually it’s not necessary to offer something if you’re giving them consistently good, high value service it’s enough to just take care of it and move on.” But if you feel like you genuinely did make a mistake and want to do something to make up for it, then it may be worth offering something to make amends.
Don’t Beat Yourself Up Over It
Even if you made some sort of terrible mistake and the whole situation was all your fault, it’s really not the end of the world. “Don’t beat yourself up over it,” says McGlaughlin “If you handle it professionally, and there’s a resolution, those are usually the clients that are most loyal. If you handle it properly and are honest, those are the ones who are going to trust you the most.”
In order to avoid having an upset client in your chair in the first place, says McGlaughin, it’s important to have a very, very clear consultation before you begin. Make sure you understand exactly what your guest wants, and if they’re using a picture ask them what specifically they like about it to make sure there’s no confusion. If they’re asking for something that’s not achievable, or their expectations are unreasonable, be honest and tell them from the beginning that what they want may not be possible, then transition them to an alternate solution. “It’s really about under-promising and over-delivering,” she says, especially when it comes to color correction.
If you still end up with crying, screaming or general unhappiness in your chair, here are her tips for exactly what to do to handle the situation like a #colorboss.
Acknowledge The Situation
“The very first thing is acknowledging the fact that you see what they’re seeing,” says McGlaughlin. “You don’t want them to feel like they’re crazy. You don’t want to look at someone like ‘oh no it’s not warm, it’s not red,’ when it is. Just be honest and say ‘I see what you’re seeing, and this is why it’s happening.”
Don’t Disagree With Your Guest
We’ve all heard the old adage “the customer is always right,” and it’s never been more true (or more important) than in situations like these. “If they’re unhappy, even if you disagree with them, don’t overtly disagree with them,” says McGlaughlin. “Just say, ‘I feel a little differently, but if you’re not happy with it or it seems too dark to you, this is what we can do.’ Transition to a solution, and never make them feel like they’re completely wrong or that they’re crazy.” After all — at the end of the day, they’re your customer, and they’re the one who has to actually wear the hair that’s on their head.
Stay Calm
Take a deep breath: No matter what, there is always a solution. “You can’t take for granted that being a calm person in these situations can help other people calm down, too,” says McGlaughlin. “Stay calm, acknowledge and offer a solution… It’s about just not getting ruffled when things don’t go your way.” Make sure your client knows that the situation is fixable, and neither one of you has any reason to panic.
Offer A Solution
No matter how bad a situation seems (or, in this case, looks) every hair problem is fixable — Whether with another round of toner or a second treatment at a later date. “Stay calm, acknowledge the situation, validate what they’re saying, offer a solution and move on,” says McGlaughlin.
Do Something To Make Up For It
Whether you should make some sort of apology offering to a guest depends both on your relationship and the situation. “When it’s a new relationship, I think offering something like a free deep condition or your next re-touch on us, I think that goes a long way in establishing trust in a growing relationship,” says McGlaughlin. “If a stylist has had a guest in their chair for two years, usually it’s not necessary to offer something if you’re giving them consistently good, high value service it’s enough to just take care of it and move on.” But if you feel like you genuinely did make a mistake and want to do something to make up for it, then it may be worth offering something to make amends.
Don’t Beat Yourself Up Over It
Even if you made some sort of terrible mistake and the whole situation was all your fault, it’s really not the end of the world. “Don’t beat yourself up over it,” says McGlaughlin “If you handle it professionally, and there’s a resolution, those are usually the clients that are most loyal. If you handle it properly and are honest, those are the ones who are going to trust you the most.”
How do you handle difficult client situations? Tell us in the comment section below!
