WIllowlanehair
New Member
Hello Lovelies,
I hope everyone is keeping well and safe! Just wanting some feedback on how to cope with unrealistic expectations and upset clients. I've been qualified for 8 years now, but I get incredibly disheartened and take it really personally when a client isn't happy with their hair.
How do you guys deal with negative feedback? I think because I put so much thought into each client, I take it really personally when they're not happy and when I do genuinely make a mistake, I doubt my skills as a hairdresser. I can be incredibly hard on myself. I'll list two examples and what I did to try combat them;
1. Regular client who came in with snapped over processed hair but still wants to stay blonde. I use the low and slow method and DO NOT drag the lightener through to the ends. She's been with me for a year now, the snapping has subsided and we're getting even growth. 2 weeks before her appointment, she used a box dye. Her natural colour is about a level 7 and usually lifts REALLY clean. However, this box dye lifted her roots and made them orange, full scale, ORANGE. I explained to her how hard box dye pigment is to remove from the hair, stacked in full head of baby lights and let them process. Low and slow. I then toned her hair, cut and blowdried. She took one look at it and said, "It looks like you've not done anything". Now her roots we're orange anymore, we'd gotten them to a light gold. She normally has very light has blonde. I apologised, stayed later and applied a second toner explaining again it won't be so icy. I didn't charge her full price, it was still slightly golden. I really took this to heart, because I've put so much time and effort into getting it back into a good condition, she then box dyed it and when I tried to fix it, said it wasn't good enough.
2. Full scale mess up. I mean FULL SCALE 'eff up! Lady with level 6 root normally has scalp bleach, again lifts ULTRA clean, I went against my gut here... bare with me while I explain! Firstly, she was another stylists client accidentally booked into my column, so I spoke with the stylist and she told me step by step what to do. This clients ends are a level 10 and her root is a level 6... and there is MASSIVE regrowth. Now, this is what I would've done if it was my client;
- 20 vol on mid lengths working crown down and then the front sections. once done, 10 vol on roots. Rinse the back when achieved level and then rinsed the front when that was ready. I then would've toned with correct toner, she likes it silvery.
but this is what the stylist told me to do....
- bleach from roots to mid lengths, starting front first and then from crown down. Guys, when I say her hair had a huge warm band... I toned with what the stylist suggested, client wasn't happy as it was too warm, reapplied second toner knowing fine well it needs a second bleach but don't have the time. The toner helped but not much. I cut and thinned her incredibly thick hair.
I didn't charge her for the toner or for the cut and blow-dry, she tipped £10 and told me to get a bottle of wine. She was so wonderful but I could tell she wasn't happy at all. I'm now doubting my skills and questioning myself as a hairdresser.
My question is, how do you personally deal with situations like these. Some just brush it off, but I take it really personally. Any tips on how to deal with a disappointed customer?
Looking forward to your responses, many thanks Xo
I hope everyone is keeping well and safe! Just wanting some feedback on how to cope with unrealistic expectations and upset clients. I've been qualified for 8 years now, but I get incredibly disheartened and take it really personally when a client isn't happy with their hair.
How do you guys deal with negative feedback? I think because I put so much thought into each client, I take it really personally when they're not happy and when I do genuinely make a mistake, I doubt my skills as a hairdresser. I can be incredibly hard on myself. I'll list two examples and what I did to try combat them;
1. Regular client who came in with snapped over processed hair but still wants to stay blonde. I use the low and slow method and DO NOT drag the lightener through to the ends. She's been with me for a year now, the snapping has subsided and we're getting even growth. 2 weeks before her appointment, she used a box dye. Her natural colour is about a level 7 and usually lifts REALLY clean. However, this box dye lifted her roots and made them orange, full scale, ORANGE. I explained to her how hard box dye pigment is to remove from the hair, stacked in full head of baby lights and let them process. Low and slow. I then toned her hair, cut and blowdried. She took one look at it and said, "It looks like you've not done anything". Now her roots we're orange anymore, we'd gotten them to a light gold. She normally has very light has blonde. I apologised, stayed later and applied a second toner explaining again it won't be so icy. I didn't charge her full price, it was still slightly golden. I really took this to heart, because I've put so much time and effort into getting it back into a good condition, she then box dyed it and when I tried to fix it, said it wasn't good enough.
2. Full scale mess up. I mean FULL SCALE 'eff up! Lady with level 6 root normally has scalp bleach, again lifts ULTRA clean, I went against my gut here... bare with me while I explain! Firstly, she was another stylists client accidentally booked into my column, so I spoke with the stylist and she told me step by step what to do. This clients ends are a level 10 and her root is a level 6... and there is MASSIVE regrowth. Now, this is what I would've done if it was my client;
- 20 vol on mid lengths working crown down and then the front sections. once done, 10 vol on roots. Rinse the back when achieved level and then rinsed the front when that was ready. I then would've toned with correct toner, she likes it silvery.
but this is what the stylist told me to do....
- bleach from roots to mid lengths, starting front first and then from crown down. Guys, when I say her hair had a huge warm band... I toned with what the stylist suggested, client wasn't happy as it was too warm, reapplied second toner knowing fine well it needs a second bleach but don't have the time. The toner helped but not much. I cut and thinned her incredibly thick hair.
I didn't charge her for the toner or for the cut and blow-dry, she tipped £10 and told me to get a bottle of wine. She was so wonderful but I could tell she wasn't happy at all. I'm now doubting my skills and questioning myself as a hairdresser.
My question is, how do you personally deal with situations like these. Some just brush it off, but I take it really personally. Any tips on how to deal with a disappointed customer?
Looking forward to your responses, many thanks Xo
