I have been involved in the salon industry for more than 25 years, and one thing remains the same 
year in and year out. And that is client complaints about service and/or treatment from stylists and salons. Just like any other service job, we are there to serve the customer. The big difference here though is we’re dealing with ego, id, call it what you like, but call it a lot more difficult than saying, “Can I get you something from the bar before you order?” Mind you, I am not knocking servers, but, then again, they’re not in the identity transformation business. Their tables leave at a certain point, and they are free to move on and not give them another thought, especially if they were rude, ignorant, arrogant or all of the above. The hairdressing profession is a tougher job and, of course, has its share of detractors. As all of us “pros” in the field do, we take these slights and gripes with a grain of salt and, in the end, only have the best intentions for our clients. After the “Best Salons” issue of Milwaukee Magazine in July, I thought it would be fun to interview a few of us who made the cut and find out what our biggest beefs with clients are. Here are the top 10 in no particular order.
1. “I have to be able to pull it back in a ponytail because I exercise, but otherwise you can do anything you want!” This statement personally speaking drives me nuts. I always respond politely, “Does basing your entire look on wearing a ponytail make sense to you? Have you ever heard of clips, headbands or scarves?”
2. Clients who are always late. Once in a while we all arrive late for appointments due to unavoidable circumstance. However, some clients routinely arrive more than 10-15 minutes late and think nothing of it. I wonder if they ever realized that in doing so, they have thrown off your schedule for the next person, and the stylist’s day becomes a domino effect as he or she tries to get back on track for clients who arrive promptly.
3. Unrealistic expectations. Just because you have a great stylist doesn’t mean that he or she is a
miracle worker who can make straight hair curly, thin hair thick or coarse hair silky. Products go a long way to be sure, but knowing and accepting your hair and its limits would please us more.
4. Bad dye jobs that we have to fix. Doing it yourself at home seems easy when you see the commercials for drugstore hair color but beware! That $7.50 box of color can get pretty pricey when a stylist has to “fix” it professionally.
5. Don’t use hairdressing terms that you are not familiar with. There are three ways to cut hair, zero elevation, graduated and layered. Within those disciplines good hairdressers create styles for you. If I hear, “I only want one layer!” again it will be too soon.
6. “I’m low maintenance.” This is a double-edged sword. Just know that magazine pictures and hairstyles you show us are not achieved without styling products and some minimal effort. It’s not that you can’t have a simple and chic style, but doing nothing at all just won’t cut it.
7. Having “blond goggles.” So many people start with highlights and become addicted to being blond. One top stylist referred to this client as wanting “fry lights” because her hair was so damaged from the blonding process. Soon they are the people sporting what looks like dark roots, only because very little of their original tone is left. Upkeep and maintenance of chemically lightened hair is of utmost importance, and making a commitment to it is what we’d love to see.
8. “I can’t have bangs!” Fear of bangs of any kind is irrational, given that most people look better and softer with some sort of fringe. Just because your mom cut them straight across and about two inches long, doesn’t mean you shouldn’t try them later in life. If you’re still fearful, see a psychiatrist.
9. Childcare is not provided at salons or at least any I know of with the exception of maybe a children’s salon. Once a client actually said, “They’ll be fine in the waiting area, your receptionist can watch them.” Bring a family member or friend along with you to watch your youngsters please.
10. Waiting too long to call a salon for a redo when something isn’t right. Most salons have a seven-day policy, meaning that they would like to address any complaints within that given time. If you’re not sure, ask your stylist what their policy is. We’d love to make you happy about your cut, style or color, but a month later or more doesn’t make it seem like your concerns are too urgent, and they’re probably not.
When all is said and done, every great stylist I know strives to do the best for their clients and their needs. We’re all thankful that we have a career that can help change and define people’s perceptions of themselves. But any service is a two-way street, with communication being the best tool between you and your stylist to really get what you’re looking for.
Bjorn Nasett started his career at Visions in Hair Design on Prospect from 1985-1989, then Signature Salon on Wisconsin Avenue from 1989-1994 and has been with Beauty Inc. since 1994.
