In the world of hair and beauty, soft-hearted specialists are a dime a dozen. In this industry, you need to not only be approachable, but also know what you’re doing and go beyond the call of duty in order to stay afloat. With that being said, specialists are oftentimes treated more like client counsellors - having to listen to them go into detail about their personal lives and difficulties they may be facing, involving their spouses, jobs, financial situations or more trivial matters. Listening is one thing, however, if you begin offering advice, especially in areas completely foreign to you, it can all backfire. So exactly how does taking on the role of a counsellor in the salon hurt your business?
Listening to clients and offering advice is probably nothing new to you. It all starts with the treatment - working on a client’s hair, nails or skin is a rite of passage in a sense. The customer relaxing in your chair trusts you enough to let you work on them, which is a privilege in and of itself. After all, how many people do you allow to touch your hair, nails or skin? Probably not too many. Unconsciously, your clients feel safe and that they can trust you with other matters as well - which usually leads to them gradually opening up about their personal lives.
A regular customer books a visit at your salon, arrives, makes their way to your station and begins their story with “You won’t believe…”, “I can’t wait to tell you…”, or “I need your help...”, and all of a sudden you’re thrown into their world. Everything is hunky-dory until they ask for your advice on an issue, which you obviously have to provide in order not to come off as rude. In most cases, the matter being discussed is trivial (which handbag should they buy or if your highlights will complement their dress) and sharing your opinion won’t cause conflict. However, things change when the issue is of greater significance.
Unless you’re a certified specialist in these fields, offering clients advice on sensitive topics like marriage problems, financial instability or issues at work can actually harm your business and your reputation. If the customer follows through on your recommendations pertaining to any of the more serious, above-mentioned issues and gets into even more trouble, the first person they’re going to blame is you. Although you simply wanted to help, some clients might be vengeful and will go to great lengths to get back at you by leaving negative reviews of your business and sending you hateful messages - not to mention that you also lose a regular customer in the process. Seeing your favourite clients in a tight spot will definitely pull on your heartstrings, however, you should avoid providing advice on sensitive topics unless you can take responsibility for the repercussions.
If you’re a veteran hairdresser, lash expert, nail tech or beautician, then you’ve probably gained a number of loyal clients over the years, most of whom have even become close friends with you and your team. Just seeing their booking in your appointment calendar makes you instantly gleam with joy, and when they arrive, their presence brightens up the entire salon. You begin to wash their hair or file their nails and naturally, a discussion ensues. Your customer goes into detail about personal matters, and as a result, you may as well, in order to let them know that you can relate to them. If the client is truly close to you, then they’ll appreciate that you’re open with them and your chat might continue over a cup of coffee after work.
However, in most cases, customers feel the need to simply get things off of their chests when they’re in the salon in order to de-stress. They book visits at salons, not only to leave looking fabulous, but also with the intent of leaving their emotional baggage in your business. With that being said, such clients may have little concern regarding the troubles you may be facing - even if these problems are exactly what they’re going through themselves.
Having to listen to the difficulties your customers are dealing with is all a part of the job, and they can pop out of nowhere. Your client has their head in your basin, and all of a sudden, they decide to flood you with all kinds of problems they’re dealing with. One or two of these customers isn’t so bad - you find the time to assure them that everything will be alright and you help calm them down. But get a dozen or so and you’ll be sapped in no time.
Remember when we mentioned that vengeful clients can tarnish your reputation all because your bit of advice didn’t help them, or worse, backfired on them? Well, situations like this may take an even greater toll on you. By being constantly harassed online and at the salon, your self-esteem may not only plummet, but you may begin to have trust issues with other clients. Although taking legal action against a customer who is regularly harassing you is advised, doing so won’t mean you’ll come out of this kind of situation unscathed. If you’re dealing with mental health problems caused by harassment in the workplace, it’s crucial that you seek help. Putting off such issues may only worsen them - consider reserving a session with a reputable counsellor yourself, or reach out to a helpline or listening service if you need to simply talk with someone. Although stepping out of one’s comfort zone is easier said than done, getting in touch with someone who is knowledgeable in dealing with mental health issues can help you overcome the difficulties you may be facing.
To keep things short - leave the counselling to the counsellors. That is, unless you’re a certified psychologist, financial advisor, lawyer, or a combination of all three, and know exactly what you’re doing. As a hair or beauty specialist, you’re trained in just that - not to help people out of bankruptcy, manage divorce cases or work as a job search engine. While treating your client, it’s advised that you listen to what they have to say and recommend them to professionals who might help - and this is absolutely vital in the case of mental health.
If you notice a customer is having serious difficulties coping with a difficult issue, speak with them and assure them that you’re there to help. Sometimes your clients just need to get things off of their chests and having someone listen to them can really help. However, if they’re adamant about getting your advice on an issue you’re not certain about or qualified in dealing with, recommend that they speak with someone who is. If you notice that the client’s mental well being has significantly worsened, have them get in touch with a helpline like SANEline, or call them yourself and ask how you could help. The most impactful thing you can do in situations like these is to simply be there for your customers. Stay in touch with them even after they’ve left your salon and try to lift their spirits whenever they visit you. Ask if things are improving and show them that you genuinely care about them.
But does this kind of approach distance you from your customers? Absolutely not. You care for their wellbeing and recommending that they seek professional help for more serious situations is the most responsible decision you can make. And if these clients require additional care and kindness, make sure to make note of that by using Booksy’s customer data features. The salon software lets you tag customers or leave a note on the client, which is later available in their individual record. This allows you and your team to prepare for their arrival accordingly, and to provide top-quality customer service. Sign up with Booksy today and grab your free trial below. No credit card required, no hidden fees and free onboarding to help you get started!
.png)
