Messenger, WhatsApp or text message blabbers are the bread and butter of every beauty salon. You know them well - they are your regular or potential clients who like to flood your inbox with numerous questions, requests and pricing inquiries. Of course, there is nothing wrong with asking a question, especially one regarding prices or availability - two-way communication with customers is an essential part of running a business in the service industry. However, these types of clients take things to a whole new level, expecting you to engage in a long and very in-depth conversation or give them the information you don’t feel comfortable providing (at least without an in-person consultation). It’s very hard to react to such requests properly - after all, these people are your clients or potential clients. So how should you respond to problematic messages and which requests cross the line? And are there ways to stop clients from sending you annoying messages altogether?
Quote requests are one of the most common messages you probably get. Usually, they are followed by an inspiration photo (client’s goal) and one or a few pictures of the current state of customer’s hair, brows, lashes, nails or skin. Usually, you are able to make a rough estimation, based on your menu and the vague information you have. However, some clients are very persistent and expect you to give them an exact, final and unchanging quote, flooding you with their detailed service history. You love customers who are open and thorough about their previous treatments, but flooding you with texts isn't the way to do it.
Hello Mary! Thank you for your message. The prices of our balayages range from £75 to £125, depending on hair length and thickness, as well as the overall scope of work. Additional costs, such as Olaplex, are not included in the range. To give you the exact quote, I invite you for a consultation to our salon. I want you to achieve the best effect possible and therefore would have to assess the condition of your hair first to discuss your goal in details. Best regards, Julie from My Hair Lady
Even the best of us snap from time to time. Mistakes happen and it’s important to take responsibility for treatments that went wrong (or ones that come out dramatically different than what we’ve promised). However, you have to set some rules. It’s best to include a service guarantee in your salon policies - thanks to this, you dictate the form of compensation and time frame in which it can be requested. You can read more about it in our article on salon policies. It's best to have a refund policy, informing clients that they have 24 hours to address their dissatisfaction with the treatment and ask for reimbursement. Clients can (and should!) reach out to you if they are not satisfied with the service and you should treat each of such cases seriously. Nevertheless, it’s crucial to follow your rules and be vigilant, as it happens that people fake their complaints to receive free treatments.
Hello Charlie! Thank you for your message, I’m sorry to hear you are not fully satisfied with your new haircut. I will be happy to further examine the case and provide you with a free fix - will tomorrow at 4 p.m. do it for you? Remember to always inform us if you are not happy with the service as soon as possible - my service guarantee (that you can find here) ensures a free fix if you let us know during your treatment or within 24 hours after it has been performed. Best regards, Julie from My Hair Lady
Hello Ellen! Thank you for your message. I’m very sorry to hear you are not happy with the effects of your treatment. However, according to our salon policies (which you can find here) regarding service guarantee, a client has to inform us about their concerns during their treatment or within 24 hours after it has been performed in order to receive a free fix or a refund. Nevertheless, I will be happy to provide you with a free £25 voucher you will be able to use during your next treatment. Best regards, Julie from My Hair Lady
This controversial topic mainly concerns hairdressers. Oftentimes, customers ask for the colour formula that has been used on their hair and most stylists find that question highly offensive. Firstly, because it implies that the client may want to get it done by themselves or another hairdresser, and secondly, because many stylists consider colour formulas their intellectual property. On the other hand - it’s a subject of discussion if a colour formula can be considered a piece of personal information on a client. If so, it falls under GDPR, which states that the customer has the right to access all information collected on them. Thus, you are legally obligated to give away the colour formula to your client if they ask for it. One can even argue that by paying for colour, the client also pays for its formula. As there is no clear answer so far, it’s best to treat the case with caution.
Hello Karen! Thank you for your message. We create every colour formula individually for each appointment and the final effect is a combination of numerous factors. As we use products that are meant for professional use only, I don’t feel comfortable providing you with the numbers, as I cannot take responsibility for possible attempts of achieving similar results at home. I hope you understand. Best regards, Julie from My Hair Lady
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