When the client is unhappy.
WHY IT IS SENSITIVE
Appearance is personal, and a poor result is worn in public.
WHAT COMPLAINTS TYPICALLY CONCERN
Colour not as expected Cut too short or wrong shape Damage to hair Skin reaction Service not as described Waiting
WHAT TO DO IMMEDIATELY
Listen fully, without interrupting or defending.
WHY
Being dismissed is worse than the result.
WHAT NOT TO DO
Argue about what was agreed Blame the client's hair Discuss it in front of others
WHAT TO ESTABLISH
What outcome they want.
WHY
It is frequently narrower than the complaint suggests.
WHAT OPTIONS EXIST
Correct it, where correction is possible Refund or partial refund A complimentary future service
WHAT TO BE HONEST ABOUT
Whether correction is possible.
WHY
Promising a correction that cannot work compounds the problem.
WHAT TO DO ABOUT HAIR DAMAGE
Acknowledge it, advise on recovery, and do not attempt further chemical work.
WHY
Further processing on damaged hair makes it worse.
WHAT TO DO ABOUT A REACTION
Treat it seriously, and advise medical attention where warranted.
WHAT TO RECORD
The complaint, what was found, and what was done.
WHAT TO REVIEW
Whether it indicates a training or process problem.
WHAT TO DO ABOUT ONLINE COMPLAINTS
Respond calmly, without disclosing details, inviting direct contact.
WHY WITHOUT DETAILS
Discussing a client publicly is a breach and it looks worse than the complaint.
