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Sarah Dalglish from the co-working hair salon REBEL REBEL spoke to us about Managing Clients’ Expectations as a Hairdresser and shared some of her top tips.
As hairdressers, it’s important to remember that most clients don’t understand what goes into creating their dream hair. Thanks to social media, they’ve often been led to believe anything is possible. It’s our job as experts to guide them through the process—but we should always do it with kindness. A little understanding goes a long way in helping clients feel heard and appreciated, even when we have honest conversations about what’s achievable and what isn’t.
We’ve all been there. A client comes in armed with an image or video from Instagram or TikTok, saying they want their hair to look “exactly like that.” While it’s great to have inspiration, these images often create unrealistic expectations.
Sure, sometimes it may be possible to create something similar, but it won’t always look exactly like that picture, especially when they get home.
I’m going to use a lived-in balayage blonde as an example, but the same rules apply to any colour or even haircut.
Most of the pictures you’ll find of balayage are on long, wavy hair, styled perfectly to show off all that dimension. And, of course, they’re taken in fantastic lighting—think natural daylight or the brightest spot in the salon that makes those blonde tones pop (and of course, we all do this with our work as it’s when it looks its best). But that’s not the reality clients will see when they’re standing in their bathroom.
What happens when they go home, wash their hair, and don’t know how to recreate those waves? Add in a room without much natural light and a yellow-toned lightbulb, and suddenly that Instagram blonde doesn’t look quite the same. If we haven’t managed their expectations properly, they might think we haven’t done what they asked, or worse—we aren’t very good at our jobs.
It’s not about shooting down their dreams—it’s about being real with them. Here’s how I do it. I’ll use the blonde balayage again as an example, though this can apply to pretty much any work.
Take the time to sit down face to face with them and really get to grips with what they’re after. Ask questions, dig into what they like, and talk about their lifestyle. It’s about making sure you’re on the same page before you start. This is the moment to discuss what’s achievable, what might take a few sessions, and what simply won’t work with their natural hair.
I was once told that 90% of what goes wrong is in the consultation, and I must admit, it’s something I agree with!
I always ask clients to bring in three images of the type of colour they like. You wouldn’t believe how many times those images end up being totally different from each other! But it’s helpful—it gives me a chance to figure out what they’re actually seeing and which elements they’re drawn to. Plus, it stops them from getting too attached to one specific photo that might be unrealistic for their hair type.
If a client has naturally darker, straight hair but they’re showing me a photo of a lived-in blonde on someone with naturally light, wavy hair, it’s my job to explain how the outcome will look different. I’ll ask them to find photos where the hair type is more like theirs. It gives them a better sense of what they’re likely to end up with, which means fewer surprises when they look in the mirror later.
After we’ve had the consultation, I always go over what we talked about before getting started. For example, if a client’s moving from a full head of highlights to a more lived-in look, they’re going to feel darker than usual. I’ll make sure they know this and are happy with it before I get going. It’s all about making sure there are no surprises when they leave the studio.
Sometimes, even after the best consultation, you might feel that a client’s vision doesn’t align with your style or the kind of work you love to create. Or maybe they’re not listening to what you’re saying about what’s achievable for their hair. And that’s okay. As a hairdresser or colourist, you don’t have to take on every client. It’s perfectly fine to tell them that you don’t feel you’re the right person to create the look they’re after.
It’s better to part ways before any disappointment than to do a service you’re not confident will meet their expectations. This way, they can find someone who’s a better fit for their vision, and you can focus on the work you’re passionate about. It’s about maintaining your integrity as a professional and making sure that both you and the client are happy with the end result.
Managing expectations is all about communication. When clients have a clear idea of what to expect, everyone’s happier in the end—they’re confident in their new look, and you know you’ve done your best work. So, take the time to talk things through, find realistic examples, and help them see how their new style is going to work in real life, not just in a picture.
For more tips for freelance hairdressers follow REBEL REBEL on Instagram or view more of their Blog Posts for Hairdressers