Not Everyone Will Love You – Here’s What to Do When They Don’t
Let’s be honest, no matter how beautiful your work is, or how seamless your systems are, someone, somewhere is going to leave your salon feeling less-than-thrilled. That’s not failure. That’s business.
This isn’t a “sorry you feel that way” kind of article. This is about taking radical responsibility, building real resilience into your salon culture, and turning awkward moments into business gold.
Let’s Talk About Adjustments (Not Corrections)
At The Place, we don’t call them “corrections.” They call them adjustments – because sometimes, it’s not about being wrong. It’s about tweaking. About reading the room. About understanding that hair is emotional, personal, and (let’s face it) occasionally unrealistic thanks to Pinterest and Paris filters.
Stylists take it personally, and they should. Clients wear our work every day. But when things don’t hit quite right, we have two choices:
- Get defensive.
- Get curious.
Adjustment Rule #1: It Should NEVER Be a Surprise
If a client calls to say they’re unhappy, and you’re genuinely shocked, good. That’s how it should be.
Because:
- If you weren’t happy, why did they leave the chair?
- If something looked off, why didn’t you say it?
- If their energy was weird, why didn’t you ask?
Stylists should own the consultation and read the body language. Ask open-ended questions. Set expectations. Manage reality. Lead the conversation.
“It’s not about being technically perfect, it’s about being emotionally attuned.”
Salon Systems That Actually Work
The Place runs a masterclass in adjustment management:
- Call new clients the next day.
- Call everyone else one week later.
- If something feels off, speak up before the client does.
- Every adjustment gets tracked. Spreadsheet. Notes. Follow-up calls. Yes, it’s that detailed.
- Adjustments = stylist accountability. Not shame. Not guilt. But ownership.
I even break it down quarterly: number of clients, number of adjustments, % per stylist. Numbers don’t lie. And they take the sting out of what feels emotional.
“If you had 400 clients and two adjustments, that’s 0.5%. That’s not failure. That’s perspective.”
Your Team Is Only as Strong as Their Emotional Intelligence
Let’s be real. Adjustments feel like failure to your team, unless you talk about them openly. That’s why The Place:
- Runs quarterly team meetings with “Adjustment Reflections”
- Turns each situation into a learning opportunity
- Celebrates positive feedback just as publicly as the hiccups
And yep, even I protect my team’s headspace:
- No messages about adjustments on weekends
- No dropping bad news mid-shift
- No surprise Slack bombs at 9 PM
Because emotional safety is part of performance.
When the Internet Comes for You
So what happens when someone decides to trash your salon in a private Facebook group? You stay classy.
I saw a comment that hurt. Two clients, one salon, and a few sharp digs later, I didn’t clap back. I called them.
Yes. I called them.
I checked the history, confirmed the process had been followed, and asked, kindly, what else I could do to make it right.
One ghosted me. One was mortified.
Neither changed their comment. But that wasn’t the point.cWe did what we could. We cared. And then we let it go. That’s leadership. That’s reputation management. That’s how you protect your brand without spiralling into people-pleasing panic.
The Real Flex? Turning Mistakes Into Loyalty
Here’s the mindset shift: most clients don’t expect perfection.
They expect communication.
Care.
Follow-through.
Handle an adjustment well, and you’ll build more loyalty than if the mistake never happened.
And if you’re not getting any feedback at all? You should be worried. If your salon ‘never gets corrections,’ you’re not listening. You’re being ghosted.
Ready for Your Shift?
Ask yourself:
- Do your stylists know how to read body language?
- Do they know how to own the result before the client walks out?
- Do you have a system for follow-ups?
- Are you tracking adjustments, without attaching shame?
- Are you talking about the hard stuff as a team?
Because the salons that thrive aren’t the ones that never mess up.
They’re the ones that handle it better than anyone else.
Want help creating a client care system, training your team to handle feedback like pros, or building a 5-star reputation strategy that actually holds up under pressure? Tanner Consulting is here for that.
Just remember:
Small shifts create big change.
Start with how you handle the tough moments and watch everything evolve from there.
