Meeting or exceeding client expectations is the goal of all hair pros; however, refusing unrealistic requests is often necessary to maintain the health of your client’s hair and the integrity of your business. Unfortunately, going against a client’s wishes is easier said than done. We asked our followers on Instagram for their best advice on how to say “no” to clients.
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Meeting or exceeding client expectations is the goal of all hair pros; however, refusing unrealistic requests is often necessary to maintain the health of your client’s hair and the integrity of your business. Unfortunately, going against a client’s wishes is easier said than done. We asked our followers on Instagram for their best advice on how to say “no” to clients.
@stephkneelandhairartist:
I am honest from the beginning. I tell them the integrity of their hair is most important to me. Integrity over money, period.
@salontrendnewyork:
I have found that being 100 percent transparent and speaking from your heart with confidence and honesty has always worked best. You either gain a client for life or lose one that should not have been with you to begin with.
@amandafator:
Knowing the why behind the no makes the client much more understanding. Taking the time to explain to them while expressing compassion for what they want but cannot achieve will usually make the client open to what you have to say.
@ladykathryncollichio:
Education is key. Tell them why you are saying no and work on a plan to get their hair in better condition. Revisit the idea at another date or suggest other color options that would better suit their lifestyle.
@askforandrea:
Be clear, direct and say it with a smile. #Keepitsimple
@bossyoursalon:
I make it clear to my clients that I say no as much as I say yes. I also communicate that no is often a not yet. In almost all cases, the client respects my honesty, follows my recommendations and waits for me to do the work correctly.
@hairbytier:
I will typically say, “As your hairstylist with the integrity of your hair at the forefront, it’s my professional suggestion not to do [insert treatment]. Knowing that [insert result] is your goal, I have a few suggestions for you instead.”
@looksbylaurel:
Do it nicely, not in a condescending way, and always give alternatives.
@_the.unofficial.kayla_:
In the most diplomatic but stern tone, I say, “I will be honest with you. This service will not be achieved today for [insert reason]. If we were to perform this service, the result will be [insert result] and you will not be happy. An alternative route would be [insert professional opinion] because [insert reason].” Nine out of 10 clients will go with my professional judgement.
@we_speak_hair_yyc:
I always give options, so they never feel stuck with what they have. I make it sound fun and interesting to boost confidence, but I am always honest in all cases. Transparency is key in this industry.
Q/A
@cuttincassie:
“My boss said…” lol.
@stephanieanne69:
“I don’t professionally recommend that for your hair.”
*Posts edited for length and clarity.
@jackmartincolorist:
It is important to be very honest when telling a client no to a service you have never done before or you have no experience with. Do not tell the client the result is not achievable because you do not know how to do it. Simply say, “I have never done this service before, but let me research and look into it.” Do not accept a job you are doubtful of achieving.
@hairbysamanthakhristine:
If a client has an issue with me saying no or not being able to do what they want, I will refer them elsewhere. I have learned not to do a service if I do not feel comfortable.
@danielle_loving_life:
How often do you really want to see me? If not a lot, I suggest something lower maintenance but still gorgeous!
@jessiepaintyourhair:
I always sandwich it with positives and clearly portray my intentions of keeping the integrity of their hair: “I love your inspiration pictures; they would look so great with your coloring and style. Right now, that is not achievable, but I am excited to take the steps to get you on your way to your goals. This look is stunning, and I want to keep your hair as healthy and beautiful as possible every step of the way.”
@tiffanygalavizhair:
I like to under-promise and over-deliver. I tell them what I CAN achieve and let them decide if that works for them. I also let them know that there may be a stylist that can achieve what they desire, but that stylist is not me. I always want the client to know they have a choice.
@hairbydot:
I explain that the health of their hair always comes first. I bring out my color chart and show them their starting point and where their goal shade is. This gives them a visual of what each session might look like on the road to their goal, and if that is even achievable.
“No” Can Do
Telling a client “no” can be a nerve-racking experience. For helpful insights on how to say “no” effectively, we caught up with Beauty Launchpad educators Hana Norris (@hanas_salon_inspo), Meagan Gallman (@megnaomihair), Casi Stauffer (@casistauffer), Drew Inge (@domyhairdrew) and Jess Rowland (@row_house_hair).
Beauty Launchpad (BLP): How do you tell a client “no”?
Meagan Gallman (MG): This is where a consultation is of extreme importance. After examining the client’s hair type and condition, getting to know their lifestyle is important. If they are a “wash-and-go” person or use minimal product and styling, then certain styles won’t be right for their lifestyle. The style won’t look like their vision or how it did when leaving the salon and in the end, they will regret their hair decision. I simply explain those factors and by that time, I don’t really have to refuse a service. The clients let me guide them into a look that will be appropriate.
When it comes to the condition of the hair specifically, if I feel like their hair can’t handle the service, I will not risk my reputation on it. It can be an end goal and we can work toward it through care, treatments and trims. I will happily offer a cut and treatment, but nothing beyond that. If they value my professional opinion, then they will go for it; if they don’t, I’m not the stylist for them.
Hana Norris (HN): Keep in mind that angry clients may have the tendency to head straight to social media outlets to express their dissatisfaction. It is important to change your wording to a more positive professional approach. Try phrases such as “I have prior arrangements”; “I am unable to do that at this time”; “I need to schedule you the appropriate amount of time to give you the service you deserve”; or “Can I refer you to someone who can better fit your needs”?
Casi Stauffer (CS): Telling a client no can be tough because we want them to be happy; however, sometimes saying no is the path to their happiness. If you’re saying no to an extra day of work or a “squeeze-in,” you’re protecting your boundaries and the quality of your work. Your clients will always be thankful for that long term.
Drew Inge (DI): It is important to educate the guest on the why behind the no. I want them to know that I’m not saying no simply because I don’t want to do something, but because of [insert reason here]. This is a game changer.
Jess Rowland (JR): You must stand your ground. If something isn’t right, whether it’s a service they want or an appointment time, pushing yourself to do things that are not in the client’s best interest or yours can be harmful to both parties. I simply explain why this is not in the best interest for one or both of us, and if they don’t want to hear it, then maybe it wasn’t meant to be.
BLP: Do you have advice for fellow stylists when they receive pushback from a client?
DI: I’ve struggled with pushback or fear of pushback for a long time. My best advice is that you must set those boundaries with a client immediately. The more you set boundaries now, the less you will have to do it in the future.
HN: Isolate the problem. Is it personal, service-related or pricing? Ask open-ended questions to get to the real source of the problem. Clearly explaining why usually does the trick. Miscommunication is 80 percent of most problems.
Reset your mindset so that you are not frustrated or angry. It is hard to fight with someone who will not fight back. It’s alright to be assertive while still showing sympathy and concern for the situation.
JR: Always be confident in your decision no matter what it is. There is a reason your brain is telling you something. If the client really wants to have you as a stylist, they will listen.
CS: Pushback from clients can be a very difficult thing to navigate. It’s important to be reflective and honest with yourself. It’s essential to believe in yourself while confidently and kindly keep your boundaries. This may be a time when protecting your energy long term is more important than a few uncomfortable moments. This could also be an opportunity to potentially redirect that client off of your client list.
MG: This is where you need to put yourself and reputation first. Are you willing to risk your name for it? If the clients do not value your advice, they do not deserve to sit in your chair. You have worked too hard to build your business and it’s not worth the stress or aggravation. In the words of Britt Seva (@brittseva), “It’s time to bless and release.”
BLP: How can a new stylist who is trying to build clientele refuse to do a service they know isn’t right for the person in their chair?
CS: Focus on client education. If you know why a certain color or cut won’t work for their lifestyle, they’ll be so grateful you told them why. As someone who cuts short hair almost daily, if I have a client who wants to take the plunge and chop it off, I always ask how much time they dedicate to styling in the morning and if they’re prepared to wrangle in that bob daily. Sometimes that’s all they need to hear to shift their decision. If they mention they want a bright full highlight to the root, ask them if they’re ready to be back in the salon in six to eight weeks. If that’s too frequent for their lifestyle, mention a smudge and change up the conversation to a hair color that fits their lifestyle. They will appreciate your honesty. Have confidence in what you know—you know a lot.
HN: Educate your clients on realistic expectations. We as stylists are trained and educated to make responsible decisions for our guests. Never be required to sway to meet a client’s expectation. Talk about maintenance, condition of their hair and explain why the look may not be the best for their hair type or facial structure.
MG: Confidently explain the disadvantages of the service and why it isn’t right for them, and then offer a service that would be a better fit. More than likely, the clients will respect you for it more than you realize.
