How to handle difficult clients at your salon
Difficult client situations require staying calm, listening actively, and finding solutions that protect your business whilst being fair. Most issues stem from miscommunication or unmet expectations. Having clear policies helps prevent problems and gives you a framework for handling them.
Common difficult situations
Unhappy with results
The client doesn't like how their service turned out. This is the most common complaint and often the most emotionally charged.
Late arrivals and no-shows
Clients who consistently arrive late or don't show up, disrupting your schedule and costing you money.
Unrealistic expectations
Clients who expect results that aren't achievable (going from black to platinum in one session) or want complex services at basic prices.
Rude or disrespectful behaviour
Clients who are rude to you or your team, make inappropriate comments, or create an uncomfortable environment.
General principles for handling issues
- 1Stay calm—reacting emotionally makes things worse
- 2Listen fully before responding
- 3Acknowledge their feelings (even if you disagree)
- 4Focus on solutions, not blame
- 5Know when to stand firm and when to compromise
When clients are unhappy with results
- 1Ask specific questions about what they don't like
- 2Avoid being defensive—they're entitled to their opinion
- 3Assess whether a fix is possible and reasonable
- 4Offer to correct the issue if it's within your control
- 5If correction isn't possible, discuss partial refund or discount
- 6Document what was agreed for future reference
Taking photos before and after (with permission) protects you from unreasonable claims about what was done.
Handling chronic late arrivals
- Have a clear late policy and communicate it
- After 15 minutes, you may need to shorten the service or reschedule
- Don't punish other clients by running late to accommodate latecomers
- For repeat offenders, require deposits or prepayment
- Some clients may need to be let go if behaviour doesn't change
Managing unrealistic expectations
Prevention is better than cure:
- Have thorough consultations before starting
- Be honest about what's achievable
- Show them examples of realistic results
- Discuss pricing upfront—no surprises at checkout
- If they insist on something inadvisable, it's okay to decline
Saying no to unrealistic requests protects your reputation. A client who leaves unhappy because you couldn't achieve the impossible will blame you, not their expectations.
Dealing with rude behaviour
You and your team don't have to tolerate abuse. Clients who are consistently rude, make inappropriate comments, or create a hostile environment can be asked to leave.
- Address behaviour calmly: "I'm not comfortable with that comment"
- Give them a chance to correct course
- If behaviour continues, end the appointment
- You can refuse future bookings from that client
- Support your team members who face this—don't make them handle it alone
When to let a client go
Some client relationships aren't worth maintaining:
- Consistently late or no-shows despite warnings
- Never satisfied regardless of what you do
- Rude to staff or other clients
- Demands that cross professional boundaries
- Costs you more (in time, stress, redos) than they're worth
Be professional when ending the relationship: "I don't think we're the right fit for what you're looking for. I'd recommend trying [alternative]."
Preventing problems with clear policies
- Written cancellation and late policies
- Clear pricing and what's included
- Consultation process that sets expectations
- Deposit requirements for high-value services
- Documentation of what was discussed and agreed
Policies give you a framework. Instead of "I'm charging you because I'm annoyed," it's "Our policy, which you agreed to, states..."
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