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WWW.NWSTYLIST.COM Bad Habits that Drive Clients Away

If there’s one thing a client won’t tell you, it’s the

real reason why they’re “breaking up”with you.

Sometimes you can pry the reason out of

them, but most people would prefer to avoid

conflict and politely fade off your radar. Over the

years, I’ve heard many reasons why clients break

up with their stylists; however these are by far the

most common.

Not embracing change

. Prepping supplies

in advance for a client’s visit is a great way to

save time, but it IS possible to go overboard. For

example, if you mix your client’s color formula

before they arrive (without talking to them first),

you’re essentially assuming they like what you

did and leaving them no room for change. (You

may also be wasting color if they suddenly want

to try something new.) Not offering change is the

number one reason clients leave their stylists.

Always do a fresh consultation to find out how

their hair is working first.

Gettingmad at criticism.

When clients, espe-

cially loyal ones, do not like your work, don’t get

angry. (okay, you can get angry inside, but you have

to hold it in). Remember, they are always right, and

it’s your job to solve the problem. Caveat: If you’d

prefer not to continue a business relationship with

this client, set them free. No one wants extremely

difficult people in their chair. But if you’d prefer to

keep the client, work with them and offer solutions.

Take responsibility for your part, for example, if you

neglected to give them a good consultation. Try to

amend the situation as best you can and be kind so

you can continue your relationship.

Gossiping about other clients

. Confidential-

ity is an unspoken rule of thumb for us as hairstyl-

ists. Our clients come to rely upon us not only for

good hair services, but for a safe space to vent

their problems. Obviously, it’s important to draw

boundaries; you can’t solve problems for other

people, but you can listen, and you can keep a

secret. This is vital for any business relationship,

especially a client and hairstylist relationship. If

your client finds out you told what they said to

someone else, they may get angry and never

come back to you, or you may even cause harm.

Stay professional, stay grounded, be a good lis-

tener, and keep your mouth shut.

Overworking yourself.

As the old saying goes,

“pressure breaks pipes.” It’s important to take su-

premely good care of yourself in this business. It is

just as important to network as it is to exercise or go

to therapy. Youmust balance your life needs with


The Mane Objective

Marco Pelusi