As many hairstylists and colourists can attest, colour corrections can be a double-edged sword. While they can lead to incredible transformations, more complex corrections often require more than one visit and can sometimes result in unsatisfied clients. “One of the biggest mistakes is to take [the client’s dissatisfaction] personally and try to avoid the situation or put the mistake on them, the product or some other reason,” says Myriam Lajoie, co-owner of Uma Beauté in Montreal and a technical advisor for Oligo Professionnel. “I’ve heard all sorts of excuses and find it sad when I meet new clients who share the reason that was given to them when trying to have their colour fixed.”
Be Transparent
While communication and honesty are important in every service, they’re especially critical when it comes to helping a client understand the colour process. “One of the biggest complaints is that the hairstylist didn’t achieve the client’s hair goal,” says Lajoie. “Understanding what a client wants is not always easy, and often, we’re not speaking the same language when it comes to colours and techniques.” Anthony Zaccaria, a Toronto-based hairstylist and brand educator for Kenra Professional, says one of the reasons clients may have unrealistic expectations is because they turn to the wrong places for inspiration. “They look at YouTube and social media to find the exact colour they want, but each client has different undertones,” he says. “Sometimes, it takes a lot of repair. It’s often not a one-time shot.” It can be incredibly difficult (and frustrating) when clients see a new hair colour on their favourite celebrity and can’t understand why they can’t achieve the same look. In order for clients to be on the same page as the hairstylist, it’s important to communicate effectively and discuss a realistic plan of action. “You have to make sure they know that their undertones [may prevent them from achieving the colour they want right away],” he says, adding that for some clients, the entire process could take four or five sessions. “To get to that colour or step, explain what you need to do to get them there and what it’s going to cost. You’ll know [based on their reaction] if they’re ready.”
“AN UNSATISFIED CLIENT DOESN’T MAKE YOU A BAD HAIRSTYLIST; WE’RE ALL HUMANS WITH DIFFERENT EYES AND DIFFERENT TASTES. MAKE THE CORRECTION YOU NEED TO, BE PROUD OF YOURSELF AND KEEP GOING.” —MYRIAM LAJOIE, CO-OWNER OF UMA BEAUTÉ, MONTREAL
Show Appreciation
When a client decides to proceed with a costly and time-consuming colour correction, it’s important to show that you value their business. “You can’t just step away from the client and say, ‘OK, I’ll be gone for 20 minutes,’” says Zaccaria. “You’re concentrating strictly on that one client. Colour corrections could start at $300 to $1,500 (or more), depending on the colour itself and what you do without jeopardizing the integrity of the hair.” “Some hairstylists may just turn around and lighten the hair right away and then put a colour on,” he adds. “That may seem like an easy fix, but depending on the client’s hair, it can create more damage.” In addition, some clients may not be dissatisfied with colour results but with the salon experience itself. With the increasing costs of products and services, it’s creating more competition for salons and emphasizes the importance of client retention. “Depending on the client, I don’t think they leave the salon because of pricing,” says Zaccaria. “It’s how you treat them. I have clients who have been with me for well over 30 years. Some of them could decide to leave for financial reasons, but when you get close to the client, you can find out where their pocketbook is. So, instead of asking them to come back every four weeks, you can suggest every six weeks, which saves them money.”
Be Proactive
With the rise of social media and “cancel” culture, properly addressing the concerns of unsatisfied clients is more important than ever. Instead of being defensive or reactive, take the time to reach out to your client directly, listen to their concerns and find a happy compromise. “Be careful when it comes to haters on social media,” says Lajoie. “Some people will try to make you drown for a little mistake. I think the best thing you can do if someone tries to expose you on their social media or if they leave a bad review on yours, is to calm the situation by asking them to reach out to you directly so you can find a solution to the problem.” “Do not argue with them and don’t feed the drama,” she adds. “Be respectful and professional. People will see by themselves that you’re willing to help and be part of the solution. You will not lose your clientele or new clients for one bad review. How you handle or react to it will say more about you and your business than the actual review.”
Comments are closed.