Mistakes, misunderstandings, and services that don't go as planned can happen, even when you're an experienced hairstylist. But sometimes the biggest mistake isn't what happened behind the chair. It's what happens next.

In this episode of Cutting Through It, I'm talking about a story I recently came across — a client who went public on TikTok after a bad experience and what it reveals about how we handle those uncomfortable moments with our clients. When one unhappy client can share their experience with thousands of people online, how we respond matters more than ever.

Triggering Questions

• What happens when a client leaves your chair unhappy and how you respond next?
• Why doesn't avoiding an uncomfortable conversation make the problem disappear?
• What should you actually do the moment a client tells you they're unhappy?
• Is your reputation really built on never making a mistake or on how you handle it when you do?

Highlights

• Why we can never forget that to our clients, it's not "just hair"
• Why a technical mistake doesn't have to mean losing a client
• How fear and avoiding confrontation can turn one problem into a much bigger one
• What to do when a client tells you they're unhappy
• Why listening before defending yourself can change the entire conversation
• What Sherri learned as a salon owner from handling unhappy clients and negative reviews
• Why reputation isn't built on perfection, it's built on response

You don't have to have all the answers before you pick up the phone. Sometimes the most important thing you can do is simply be willing to listen.

If you're a hairstylist who knows how to do hair but feels like you're still trying to figure out the business side of this career, I created something specifically for you. Own Your Chair Like a Pro is a step-by-step program designed to help you build your brand, attract the right clients, create an experience that keeps them coming back, and build the business foundation underneath your chair. You can learn all about it here👇

• Own Your Chair Like a Pro — a step-by-step program to help you build your brand, attract the right clients, create an experience that keeps them coming back, and build the business foundation underneath your chair: https://www.onpointhairbysherri.com/own-your-chair-like-a-pro
• Free Tutorial + Checklist — 5 Ways to Get More Clients in Your Chair: https://www.onpointhairbysherri.com/free-training
• Website: https://www.onpointhairbysherri.com
• Facebook Community — Hairstylist Tips: Cutting & Getting Clients: https://www.facebook.com/groups/2749808815367908/
• Contact: sherri@onpointhairbysherri.com

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