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Photo credit: imaginima/Getty ImagesI still remember the day I sat in that salon chair, heartbroken by what was happening to my hair, desperately trying not to cry. I didn’t want to upset the stylist, who was lovely and doing nothing wrong, but simply wasn’t achieving the result I had in mind. So, I kept it to myself, smiled when she turned me around to show the back of my head, paid, and then broke down in my car.
That moment is behind me now, and I’ve learned that speaking up at the salon is crucial when things aren’t going the way you expected. Whether it’s a manicure where the polish doesn’t look quite like it did on the bottle, or a brow microblading that seems off, it’s a joint effort. Communicating kindly (that’s the key!) and clearly will get you the before-and-after results you’ve been hoping for!
We reached out to a few experts to get their thoughts on how to address things when they start going wrong at the salon. Here’s the best advice they had to offer.
RELATED: 9 Habits Your Hairstylist Wishes You’d Avoid at the Salon
Speak Up Immediately
Don’t wait until the end of the session to voice your concerns. As soon as you notice things going off track, speak up right away.
"It’s generally easier to correct a mistake when it first occurs, so we suggest mentioning it as soon as you spot it," says Michelle Nguyen, a certified nail and lash artist and the founder of PLA Beauty. "It may feel a bit uncomfortable, but it’s much better than waiting until the end of the appointment, when there’s no time to make any changes."
This applies to every type of appointment, says MariLynne Cosmillo, experienced hairstylist and founder of hOURS Haircare. If your haircut isn’t short enough or you’re not happy with the style, let your stylist know before they begin blow-drying. And if the nail polish color isn’t right, speak up before all 10 nails are done.
Avoid Going Behind Their Back
Always try to communicate directly with the professional handling your service instead of discussing it with others in the salon. The only exception to this is if things have really gone wrong and you don’t feel safe or at ease with your provider, or if you’ve already expressed your preferences and they were still ignored.
"Don’t hesitate to talk to your stylist directly, rather than going to someone else in the salon and talking behind their back," advises Chaz Dean, celebrity stylist and founder of WEN. "The ultimate goal is to ensure the client is satisfied, so we welcome and encourage you to speak openly so we can ensure you leave wanting to return."
Nguyen adds that most professionals would much rather have you speak to them directly than leave negative reviews for everyone to see.
Stay Calm, Considerate, and Clear
We get it, it’s uncomfortable to express disappointment, but it’s important to stay calm, kind, and clearly communicate what you don’t like.
"While most stylists can gauge your reaction or expression, they can’t read your mind," says Cosmillo. "Take a deep breath, and respectfully tell them exactly what you’re not happy with and how you’d like it to look instead, so they or another stylist can correct it for you."
If it helps, remember that you’re not the first person to speak up, and professionals are accustomed to and appreciate feedback during their work. "It’s common for clients to speak up," says Cosmillo. "As a stylist, it’s heartbreaking to see a client unhappy but not know what’s wrong. We want to make it right!"
Many professionals will ask for feedback throughout the appointment. See these as chances to speak up as well.
Focus on the Work, Not the Person
When the barista makes a mistake with your drink, you express dissatisfaction with the drink itself—not the person who made it. Take the same approach when receiving a treatment.
"Being assertive may sometimes feel like you’re being impolite, but as long as you remain courteous and focus the conversation on the work itself—and not on the stylist or artist—it won’t be an issue," Nguyen explains. "They may be new to the job or having an off day, which could affect their usual performance. So instead of criticizing them, stick to discussing their work and how you’d like it to improve."
She adds that while some people may not take feedback well, don’t let that discourage you from speaking up. As long as you’re polite, clear, and not personally attacking them, you’re within your rights. After all, you’re paying for a service, and you deserve the result you’ve paid for.
Work Toward the Best Outcome
Your initial instinct may be to ask for a refund right away, but that’s not always the best approach. Usually, the professional will offer to redo the service to get the results you were hoping for. Refunds are more appropriate in cases of unsafe practices, damage, unsatisfactory results after you’ve raised concerns, or when the working relationship with the professional is no longer viable.
"If you and your stylist had an understanding about what was achievable, and you gave them a chance to fix it but are still dissatisfied, ask the front desk for a solution," says Cosmillo. "It could be that your stylist couldn’t deliver on your request, but someone else may be able to. In that case, a redo is the right approach."
In some situations, a refund may be the best option so you can go elsewhere to resolve the issue. However, keep in mind that every salon has different policies, so don’t take it personally if they decline to offer a refund.
Always Request a Consultation
Preventing things from going wrong in the first place is key. Angelina Murphy, celebrity extensionist, emphasizes that it’s crucial for both the stylist and the client to have a mutual understanding right from the start.
"I encourage my clients to share their preferences during the consultation, as it lays the foundation for a successful outcome," she explains. "Taking the time in this phase to discuss inspirations and set realistic expectations is essential for achieving the desired result. When sharing your thoughts, referring back to your initial inspiration and the consultation conversation can help express your wishes clearly without sounding confrontational."
