The client did not like the coloring result: what to do?

HJ magazine spoke with two expert colorists who advised how to deal with unsuccessful results and avoid disappointment from clients.

First, remember that you are not alone.

“Every colorist has had a client in their practice who was not completely happy with the result of their coloring, but there are ways to avoid this and it all comes down to communication,” says Robert Eaton, technical director at Wella Professionals UK and Ireland.

Consultation, which clients often skip, is critical to avoiding false expectations. Lisa Farrall, Matrix UK Ambassador, always uses three rules of advice. “I ask three times for confirmation that the client is happy, especially after a complete makeover,” she says. “Sometimes it can take time for a client to get used to a new color, especially if they have chosen a dramatic transformation or a bright color.”

The next step may seem like a time-consuming process, but it will definitely help during the coloring process itself. “Always watch your back and save your own time: try wigs on clients, use apps, or do a test strand. Even if the consultation takes longer, it will save you time in the end,” says Lisa Farrall.

Look at the situation realistically from the very beginning

Often clients come with requests from social networks and dream of the same amazing result, but sometimes this is not possible, and it is very important that both you and your clients dream within certain limits. “I think it's important to be realistic about what's achievable,” warns Robert.

“Because social media stars change their looks so easily and simply, clients think major color transformations are achievable in one salon visit, when it often takes many hours,” he continues. “Never overdo a consultation or throw away the results.”

Be specific with your vocabulary and use props

Before you start working with a bowl and brush, make sure you and your client are thinking and talking about the same color. “Always use swatches to show the client the color,” advises Robert. – It’s no use saying “light blonde, ash blonde or cool blonde” because your vision of it will be different. However, showing the palette and explaining the variations in tone with a shade chart ensures that you expect the same coloring experience.”

Toning is your friend

It's amazing how much hair tinting can satisfy a client who is dissatisfied with the color. “Eventually, if the client is unhappy, you can offer tinting. In most cases, this works if honey is too bold for your client, says Lisa Farrall. “We don’t save lives here—we do hair, but everyone knows that time costs money.”

Honesty is the most important thing

If you know that the color your client wants cannot be achieved in one meeting, it is very important that you know what steps you need to go through to achieve the desired result. Ultimately, honesty will build trust.