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September 17, 2025 24 mins

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That sinking feeling when you look in the mirror after a salon visit and realize "this isn't what I wanted" is all too common. Whether you're a stylist or client, this disappointment stems from fixable problems that plague salons everywhere.

The cornerstone of salon satisfaction begins with clear communication. When a client says "just a trim" or "I want it lighter," these seemingly simple phrases carry vastly different meanings depending on who's interpreting them. The solution? Visual references. Stylists should maintain organized inspiration boards, while clients should arrive with photos that illustrate their desires. This visual bridge transforms vague concepts into achievable results, ensuring everyone's speaking the same language before any cutting or coloring begins.

Ready to transform your salon experiences? Whether you're behind the chair or sitting in it, understanding these five critical pain points—miscommunication, feeling unheard, compromised hair health, inconsistent experiences, and maintenance surprises—empowers you to create joyful, satisfying relationships that last. Subscribe now for more industry insights that elevate your hair journey, and share this episode with someone who needs these solutions today!

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Transcript

Episode Transcript

Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:00):
Have you ever walked out of a salon, looked in the
mirror and thought this isn'twhat I wanted?
You are not alone.
So many clients, no matterwhere they go, leave feeling let
down.
But here's the good news thesepain points are avoidable.
Today, we're breaking down thefive biggest reasons clients

(00:22):
leave salons disappointed and,more importantly, the solutions
that transform those experiencesinto pure joy.
Welcome to All About Hair, wherewe talk, shop, share stories
and spill the secrets behindgreat hair and a great career.
I'm your host, denise Keilitz,a former salon owner, educator

(00:45):
and a lifelong hair crusader.
Whether you're a new stylistbuilding your book or just
someone who loves learning aboutall things hair, you're in the
right place.
So what is the number onereason clients leave unhappy?
Well, their hair doesn't lookthe way they imagined.

(01:08):
Maybe the blonde is too brassy,the layers don't fall right or
the length feels a little off.
It all comes down tomiscommunication.
So what do I mean by that?
Well, stylists often assumethey know what a client means
when they say just a trim or Iwant it lighter.

(01:29):
But those words can meantotally different things to
different people.
In my mind, just a trim canmean half an inch Somebody
else's if they haven't had theirhaircut in two years, their
trim might be two inches.
So you really do need to bespecific.
If you're a stylist, take yourcomb out, show them what an inch

(01:50):
looks like, show them what twoinches looks like.
Turn them around and show themthe back of their hair and maybe
where it's breaking off andwhat would make their hair look
thicker and make it lookhealthier.
Or say they want their colordone and they they're blonde.

(02:11):
Maybe they're a level sevenblonde, I don't know making this
up.
And they say I want to golighter.
Well, sometimes you think sevenis light enough.
Now, on my head it would betotally light enough, but on
other people they want a level10, 11, 12, right, they want
that platinum, but you don'tknow what that is.

(02:32):
So you need to bring outpictures.
Every stylist, every stylist,should have at least some
Pinterest pages set up.
I would label them blonde hair,brunette hair, bobs, layers,
balayage, whatever.
You should have them labeled.
So that way, when somebodycomes in and they say they want

(02:54):
to go blonder, you can pick yourPinterest board and go okay,
tell me what blonder looks likein your eyes, because maybe they
just want some money pieces,maybe they want it blonde all
over, maybe they want the endsblonder with balayage, maybe
they want it blonder from rootto end, and the only way to get

(03:15):
at them there is throughtraditional highlights or maybe
an overall lightning service.
You don't know that until yousee pictures, and if you are a
client, I say the same thingbring in pictures.
That is the only way that youcan communicate, because think

(03:36):
about it the stylist and theclient we're speaking two
different languages here.
You have to fix this through aclear, thorough consultation.
You use photos, you repeat backwhat the client says.
You want to make sure that youare hearing them correctly.
You want to explain what'srealistic and what can possibly

(03:58):
happen at today's appointment,and maybe what can't happen.
Maybe they do want to go to alevel 10 from a level one.
That's not going to happen inone appointment, and they you
need to set them up for success.
You need to say, hey, this isnot going to happen.
We can get you lighter and itmight take you a couple of
appointments, but you need totell them why too.

(04:18):
Don't just say it can't happen,nope, can't do that for you.
No, no, no.
Clients don't know what we know, so clients want to walk out of
your salon with exactly whatthey pictured in their minds, or
better, and I promise you, ifthey do, they're going to rave

(04:40):
to all their friends aboutfinally finding a stylist who
gets them and you will get somany referrals.
But it all boils down to thatconsultation on both sides.
Stylist, you have to be reallyreally clear on what you're
hearing, what you can give, whatyou can under promise, what you

(05:07):
can give, what you can underpromise over deliver Clients.
You need to make it reallyclear what you're looking for.
Probably the worst thing thatyou can do is just go in and say
, oh, do whatever you want to do.
That gives no direction at all.
A stylist really needs to knowwhat do you do to style your
hair?
Are you low maintenance?
How often do you want to comeinto the salon?
What's your budget?

(05:28):
Or do you wear makeup every day?
Does the color need to matchyour skin tone?
All kinds of things.
There's all kinds of things.
So this unmet expectationreally does boil down to both
sides of the conversation.
Yes, clients are verydisappointed if they don't get
what they had in their mind, butyou got to admit it's

(05:53):
communication.
It all boils down tocommunication.
Okay, let's talk about anotherproblem Feeling rushed or
unheard.
This is how clients feel in achair, in their stylist chair.
They either feel rushed or theyfeel unheard.
I used to talk about the numberone reason that clients don't

(06:18):
come back to us on.
Yeah, it could be skillset, itcould be disappointment, things
like that.
It's usually indifference.
It's usually they don't feelimportant, because no one wants
to feel like a number in a chair.
No one wants to hear hey, yourtwo o'clock's here.
No, they are a person and if aclient feels rushed or ignored,

(06:44):
it overshadows even the mostbeautiful haircut.
I used to work with this guyand I don't even understand how
he was so busy, he was so meanto his guests, so mean, like I
mean, he just acted like he wasthe best thing since sliced

(07:06):
bread.
Now, granted, he was a prettygood stylist, but come on, and I
just I don't understand why hewould abuse people like that and
I just I don't understand whyhe would abuse people like that.
So if you're a stylist, treatyour guests like they are the
most important person in theroom because guess what they are
?
They are At that moment.

(07:28):
They are paying for your time,they are paying your bills.
They are the most importantperson.
You should not be on your phone.
You should not be talking yourphone.
You should not be talking toother stylists you should.
You, your focus needs to be ahundred percent on that client
that's in your chair.
I get it.
Salons can be busy and you'rejuggling multiple clients.

(07:49):
The phone's ringing time runsshort.
You're looking at your, yourwatch.
Your next client might be earlyor late or whatever, but I tell
you, when you lose thatconnection between stylist and
client, the magic's gone.
Yeah, when you make a clientfeel like you don't have time

(08:14):
for them, they won't come back.
Client feel like you don't havetime for them, they won't come
back.
So here's what you do Slow down, especially during the first 10
minutes.
I know you probably go in amile a minute, but that first 10

(08:34):
minutes you need to look yourclients in the eye.
You need to ask questions abouttheir lifestyle.
You need to acknowledge theirconcerns about their hair, about
the condition of their hair,the color, the maintenance.
Even if you're tight on time,you make them feel like they are
the only person that matters.
It is crucial.
This way.

(08:55):
It is crucial.
This way your clients leave notwith just great hair but with a
sense of being cared for, andthat's what makes them loyal for
life.
When you make somebody feelimportant, I guarantee that a
hundred percent.
Let's move on to another concernPoor hair health after their

(09:19):
service.
Luckily, I've used a productfor many years at my salons and
even now that hair health reallyhas never been a concern,
because most people say theirhair feels healthier after
they've been in my chair thanever before, which I love.

(09:40):
But it is a premium product and, um, you know I pay for it and
you know I charge for that too.
But I do understand when astylist can't afford premium
products but you still have totreat the hair with like it's

(10:00):
the canvas that you're workingwith.
Okay, because what's the pointof gorgeous hair color if your
hair feels fried afterwards?
Nobody wants that pretty hairbut it's brittle.
You know I've touched hair likethat before, where you know if
you look at them it looksbeautiful, but then you start

(10:21):
getting your fingers in thereand it's like straw.
I mean they have to put so muchoil on their hair or product or
whatever to make it look prettythat nobody wants that.
Clients often don't know what'ssafe or what's realistic, and
they might beg you for likeplatinum in one session, or they
want multiple chemical servicesback to back.

(10:43):
You've got to say wins enough.
Okay, if you are always sayingyes without protecting the hair,
the results might look goodshort term, but they will damage
the hair.
Oh my gosh.
There's products out there onthe market now that almost make
it not impossible but reallyhard to damage the hair.

(11:08):
So the bond builders.
So if you can't afford apremium color product or even
premium hair products, I've seensalons this is terrible.
I've seen salons because I'vewatched things going on in our
industry that they actuallymight take a premium bottle but
they go in the back and theyfill it with cheaper product.

(11:32):
What the heck is that all about?
Don't do that.
Do not, do not do that.
The integrity of no.
First of all, the client'sgoing to say, oh, are you using
this on my hair?
You know what I'm getting at.
Professional honesty, always,always.

(11:52):
Your integrity, alwaysRecommend treatments, bond
builders and healthyalternatives.
If you've got to say no to achemical service, then say no
and educate your client on why.
Slower, healthiertransformations last a lot
longer and maybe start charginga little bit more and get some

(12:15):
premium products.
I mean, the basic white hairlightener has its place it's
usually on my mannequin head,but usually not on real people
because that stuff, well, it isharsh.
It is harsh.
But I understand.
When you're just starting out,and especially if you are booth

(12:37):
renting or you're on your own,you can't afford other things.
But I tell you I have todisagree.
You can't afford not to.
Instead of disappointment, haveyour clients feel empowered and
grateful that you protect theirhair by saying no to some
things and by using or chargingmore by using premium products.

(13:00):
They're going to trust you alot longer and for the long run.
Okay, another pain pointinconsistent or low value
experience.
Wow, um, I used to teach tothis a lot.
People can get a haircutanywhere, anywhere.

(13:22):
A haircut it's just.
It's not just about the haircut, it's about the whole
experience that the client getsin your salon or in your space.
Your clients will notice ifthey're left waiting even for
five minutes.
If they show up early, you needto at least acknowledge that

(13:43):
they're there and let them knowhow long they might be sitting
there.
Okay, they're going to noticeif the salon feels chaotic or if
there's a weird vibe in the airor if they don't get that warm,
personalized touch.
They're going to notice allthese things and if you, on

(14:03):
their first visit, give them anexceptional experience and then
their next visit you take themfor granted, they're going to
notice that.
I have a story.
I have to tell you this storyand I'm sure I've shared this
before A client of mine that Idid her hair for years, for
years.
Her name's Kathy Wonderful,wonderful, I mean.

(14:25):
We, we went through.
You know she had babies.
You know I was the first toknow.
When she was pregnant.
I've cut her hair, grown it out, cut her hair when she was
pregnant Um, I've cut her hair,grown it out, cut her hair,
blonded her, all these things,right, wonderful she's.
She's for for many years.
And, um, I had a great, I felt,relationship with her Right,

(14:49):
and I remember she came into mysalon it was when I was still
behind the chair at one of mysalons and she came in and um,
you know, and she goes oh, doyour magic, whatever, you know,
you get in these littleconversations and so I start
highlighting her hair and youknow, and um, and I'm like okay,
and then my next guest, becauseI always double booked at this
time.
Um, my next guest came in andmy assistant got, got them set

(15:15):
up in the chair next to me and Ileft Kathy sitting there with a
magazine, I think.
I turned to my side and Istarted welcoming my new guest.
My new guest.
I said hi, I'm Denise.
We went through this wholeconsultation.
I said okay, my assistant isgoing, she's going to take you

(15:38):
back, get you shampooed.
We're going to use this shampooand that shampoo because you
said that.
You know you wanted more volumeor whatever it was, I can't
remember.
Can I get you anything to drinkwhile you're waiting?
You know whatever.
Whole experience, right?
Gave her a tour of the salon,all this stuff, right?
My assistant took her back togo get her shampoo started and I

(15:58):
turned around to Kathy andshe's looking at me and she was
like, wow, how come you don'ttreat me like that?
Oh my God, it was my heart justdropped.
I mean, it was it hurt so bad?
Because, as a stylist, sometimesyou just take people for

(16:18):
granted and we forget about thelittle things that elevate their
experience.
They're still our guests in ourchair, they're still our
clients and they want to betreated like that, no matter how
friendly you get.
So here's the solution Beconsistent, always greet every

(16:40):
client every time.
Greet them warmly, keep yourstation clean, offer a beverage,
explain what you're doing alongthe way, every time, every time
, tell them why you're doingcertain things and, uh, don't
point directions.
You know, guide them.
These small little touches,turn an appointment into an

(17:03):
experience.
And then guess what happens?
Every single one of yourclients.
They walk out feeling pamperedand cared for, not just serviced
, and that's the differencebetween a one-time client and a
forever client.
And can I tell you after thatday?
Yeah, they never came back tome.
I know Sad.

(17:24):
And I ran into her later, likein the grocery store or
something.
I did eventually get her backin the salon, but I was
embarrassed and taught me alesson, that's for sure.
Yeah, taught me consistency.
Taught me not to ever take aclient for granted.
Yeah, I'm just sharing thatwith you so you understand that

(17:47):
it is so, so important.
Okay, even the most loyalclients still want to feel
important every single time theysit into your chair.
All right, my last pain pointmaintenance shock.
Did you ask your client whattheir maintenance schedule
wanted to be?

(18:07):
I think this is one of thoseoverlooked things.
Okay, your client brings you ina picture and they don't
realize that to maintain thatlook, you might be able to give
it to them and to make that looklook like that picture.
And to make that look look likethat picture, it's going to

(18:31):
take some being in the salonevery four weeks.
It's going to take blow dryingtheir hair with a round brush
and then pulling out the curlingiron to make it look like that.
All right, so your client maylove their cut or their color in
the salon, but then they gethome and it's total frustration
because they can't recreate thestyle or they can't keep the
color fresh because it keepsfading, or they just don't have

(18:51):
the money to get in there for asoften as they need to.
So if you're taking them from areally dark color to a really
blonde color and thosehighlights keep growing out,
they're going to have to get inthere for touch-ups.
So you need to explain this tothem.
A lot of stylists just stop theconversation at the chair and
then they forget that the clienthas to live with this hair

(19:14):
every single day.
So teach them, teach them whatyou're doing, share how to style
their hair, recommend the rightproducts oh my gosh, that's a
whole other conversation.
Recommend the right productsand be honest about the upkeep.
If it's a high maintenance look, say so up front Before you

(19:38):
even get started.
Say, hey, we could do this,it'll look fabulous on you, but
are you ready to be in my chairevery three weeks for platinum
touch-up?
And if they're not, forwhatever reason, offer a low
maintenance alternative.
If it fits their lifestyle alittle bit better, there's
always something you can do.

(19:58):
If they want to be thatplatinum blonde, maybe you
suggest really heavy highlightsor a really bright money piece
so they get that look, but theydon't have the high maintenance.
I don't know.
You know clients feel confidentstyling their hair at home and
they will appreciate yourhonesty if you tell them how to

(20:23):
do it.
Educate your guest in yourchair and that builds long-term
loyalty and it builds trust.
So don't let them walk out ofthere and shampoo their hair the
next day and then go.
Oh my gosh, what did I getmyself into?
I've had that experience myself.
I've loved it and then I justknow myself I am a very low

(20:47):
maintenance chickadee, if youdidn't know that.
A ponytail every day, and it'sterrible.
I always joke that I hate to domy own hair.
I hate it and I know that aboutmyself.
So if somebody's going to giveme one of these, have to curl it
every day to look cute.
I yeah, I'll love it, maybe oneday out of the month, but the

(21:10):
rest of this time, if I can'tget it in a ponytail, I'm going
to be kind of upset.
I don't know, everybody's gotdifferent lifestyles and
everybody's in a differentseason of their life.
Maybe they're a mom and theyhave three small kids running
around.
Do you think they have time tobe curling their hair?
No, they might want to lookcute Of course they do but you

(21:33):
might want to give them a lowermaintenance hairstyle with some
tips on how they can maybe twistit up and get it out of their
face and still look cute.
You just have to get creativewith that, so all right.
So there you have it Fivereasons clients leave the salon
disappointed and five ways tocompletely flip that experience.

(21:55):
At the end of the day, it's notjust about hair.
It's about the relationship,the honesty and the experience
we create in the salon.
So if you're a stylist, thinkabout which of these you could
start improving today.
And if you're a client.
Now you know exactly what tolook for when choosing your
stylist.

(22:15):
All right, don't forget.
Share this with somebody whomight need to hear this today.
Go over to my YouTube channel,check out my videos over there
and remember when you knowbetter, you do better.
Thanks for tuning in to allabout hair.
If you loved this episode, hit,subscribe, leave us a review

(22:36):
and share it with a fellowstylist or hair loving friend.
You want more tips, tools andbehind the scenes goodness,
follow me on YouTube or head tomy website at denisekeilitzcom.
Yes, I know it's hard to spell,so don't worry, the link is in
the show notes.
Until next time, keep learning,keep creating and keep loving
what you do.
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