The Salon Dilemma - When Clients Stray

In the dynamic world of hairdressing, loyalty is a prized commodity. Stylists cultivate relationships with their clients, creating not just styles but also bonds of trust. Yet, in an era where salon options abound and trends change as quickly as Instagram feeds refresh, even the most devoted clients may stray to another chair. The situation becomes more complex when these clients, often with botched dye jobs or uneven cuts, return seeking a fix from their original stylist. How should salons handle these delicate situations, balancing professionalism, business considerations, and customer satisfaction?

### The Temptation of Straying

For many clients, the decision to try a new salon is driven by a mix of curiosity and convenience. A tempting offer, a recommendation from a friend, or simply the allure of a change can lead them to experiment. Sometimes, it's about proximity—a new salon opens nearby, saving precious commute time. Other times, it's a desire to follow a particular stylist or try a new trend that their regular salon doesn't offer.

However, these excursions don't always end as planned. The new stylist might not fully grasp the client's hair type, the desired look, or even the chemistry that makes a client-stylist relationship work. When the result is disappointing, the first instinct is often to return to the familiar hands of their original stylist.

### The Return: A Complex Interaction

When a client returns after a disappointing experience elsewhere, they often bring with them a mix of emotions—embarrassment, regret, and hope for a resolution. For the stylist, this scenario presents a blend of challenges and opportunities.

**1. **Professional Courtesy and Assessment:** The first step for any stylist is to assess the damage objectively. This requires setting aside any personal feelings about the client’s departure. A thorough consultation is essential to understand what the client wanted, what went wrong, and what can realistically be achieved given the current state of their hair.

**2. **Repair and Education:** Depending on the extent of the mishap, fixing someone else’s work can be time-consuming and complex. Stylists must communicate clearly about what corrections are possible and the potential need for multiple sessions to restore the hair’s health and appearance. It's also a teachable moment—helping the client understand the risks of frequent changes or treatments can reinforce the value of consistency in haircare.

**3. **Navigating Emotions:** Clients returning after a less-than-ideal experience elsewhere might feel embarrassed or defensive. A tactful approach, focusing on solutions rather than blame, helps in maintaining a positive atmosphere. This is crucial for rebuilding the trust that might have been shaken by the client's decision to try another salon.

**4. **Business and Pricing:** It’s also essential to address the business side of the situation. Corrective work often involves significant time and resources. Salons must be clear about pricing, ensuring that clients understand that repair work might be more costly than a regular appointment. This transparency not only prevents misunderstandings but also underscores the value of the stylist's expertise.

### The Opportunity for Strengthening Bonds

While such situations can be challenging, they also offer a valuable opportunity to strengthen the client-stylist relationship. When handled with empathy and professionalism, a client's return can reaffirm their loyalty. It’s a chance to remind them of the unique value and consistency that their original stylist offers.

Moreover, it opens a dialogue about future care and styling options, possibly preventing similar situations. By guiding clients through personalized care routines and realistic style goals, stylists can help mitigate the temptation to stray, reinforcing their role as not just a service provider but a trusted advisor in the client’s personal style journey.

### Conclusion

In the competitive landscape of hairdressing, client loyalty is both precious and precarious. While it's natural for clients to explore their options, the return to a trusted stylist for a fix highlights the deep-rooted trust that underpins this relationship. By approaching these situations with professionalism, empathy, and clear communication, stylists can turn a potentially awkward situation into an opportunity for growth, both for the client’s hair and the client-stylist relationship.

In the end, when clients stray and then return, it’s a testament to the stylist’s skill and the value of a well-nurtured professional relationship. It’s a reminder that in the world of beauty, trust and consistency are the ultimate keys to client satisfaction and salon success.

We asked our subscribers if they had ever experienced this and how the dealt with it;

AJ a salon owner from Manchester said :

" I had a client that moved 20 minutes away, didn’t drive and her husband didn’t want  to drive her. She didn’t like to take the bus so would go somewhere closer to her then phone me every time to recut her hair as she wasn’t happy.

This happened numerous times until someone cut her hair far too short and it took months to grow out, she then got the bus to come and see me every time. She still comes to see me now, years later. "

EW who owns a salon in London said ;

" I had a client who was annoyed with me because I couldn't fit her in for an appointment when she wanted. Her hair is normally a base 7 with warm highlights and she returned to me with a base 5 and ash highlights. She was then upset when I quoted a higher than normal price to colour correct. I explained why it was more expensive due to the extra time and toners that were needed and she stormed out in a huff"

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