Navigating Client Expectations in Hairdressing: Stories and Strategies
As a seasoned hairdresser, one of the most challenging aspects of the profession is managing clients' expectations. Here are some stories and strategies to help navigate these tricky situations while ensuring both the stylist and client are satisfied.
A Moment from My Career
One time, I had the perfect hair for a certain look—specifically, a layered cut that looked fantastic with just a little effort. However, this was an isolated incident in my 20-year career. While I couldn’t recall others crying about their cuts, this particular case stood out. I had a client for several years with beautiful, healthy, natural blonde hair that reached her waist. We never colored it, only deep conditioned and trimmed the ends every 6 weeks. Her streak was bold: she wanted a super short, super blonde, and super cute asymmetrical haircut—similar to Victoria Beckham's at the time.
She was serious and excited about the change, believing it was time for a new look. As her stylist, I was tasked with crafting this drastic transformation, but it was just the beginning of the story. After cutting it all off, I styled it and snapped pictures for my portfolio. She didn't cry then, but my heart ached for her. Prior to paying, she ducked to the washroom, emerging with red, puffy eyes and tear stains. Despite her request, the change affected her deeply. It turns out, sometimes a client’s expectations are so enormous, the reality can shatter their world.
Strategies to Manage Expectations
Explain the Reality
My aunt, a talented hairdresser with many years under her belt, always emphasized the importance of framing client expectations. If a client requests a service that is not right for their hair type, it's crucial to tactfully guide them in a different direction if possible. Sometimes, what looks good on TV, magazine covers, or influencer accounts may not be suitable for an individual's hair type or lifestyle.
The Case of Farrah Fawcett
Way back in the 1970s, everyone, from teenagers to mature ladies, wanted their hair to look just like Farrah Fawcett's. Farrah's iconic style required intensive maintenance, including hot rollers, a curling iron, and lots of hairspray. This was a tall order for many with baby-fine hair. In my aunt's salon, this became a daily occurrence. Clients would request Farrah's look, but my aunt would kindly explain that it might not be the best choice for their hair type. However, they would persist. Weeks later, these same clients would return for a trim, frustrated and questioning my aunt's advice. She would then gently suggest a more appropriate style, like a styled bob.
Communicate Gently
Communicating gently and tactfully is key. If a client insists on a particular style, explain the potential challenges and limitations. Offer alternative, more feasible suggestions that align with their hair type and needs. This approach helps set realistic expectations and ensures the client is prepared for the outcome before making any changes.
Build Trust and Rapport
Building a strong relationship with your clients can also help manage expectations. Regular check-ins and honest discussions about their hair and style preferences can lead to a more successful outcome. Clients who feel heard and valued are more likely to trust your advice and feel comfortable with the final result.
The Bottom Line
As a hairdresser, managing client expectations is a critical part of the job. Sometimes, the shock of a drastic change can be palpable, but with careful communication, patience, and a skilled touch, you can navigate even the most challenging requests. Whether it's guiding a client towards a more appropriate look or explaining the limitations of a popular trend, your role is to provide the best possible outcome for your clients.