Episode 91: Guest Experience Series - De Escalating Keyboard Courage Clients

All right.

So let's talk about something that's a little bit more challenging, right? Because, man, I have been seeing it online.

And what do you do when a client is unhappy, especially if they went off the rails on social media? Lord.

I have been seeing some lately.

I don't know if you guys have been online, but holy smokes.

And I've seen several memes which make me laugh, especially from older stylists that are, you know, they do the whole, oh, I wasn't happy with my color in 2020, you know, and not happy with my color in 2006.

And it shows them like, oh, I don't think my hair color is right.

And then it switches to not happy with our color in 2026.

And it will literally have someone pulling out her tripod and kind of going nuts on camera about how terrible it is.

And they are, it is a little bit stretched, but it's not far off because I have seen some things that it's pretty wild out there right now.

So let's talk about a couple of things and a couple of reasons.

So ways that I can help you and a couple of tips that you can have for your back pocket.

How does that sound when it comes to unhappy guests, especially for my independent sales, you know, and even maybe for my salon owners, this is a really great one for you to be able to help your commission stylist.

And if you're a commission stylist, welcome.

I'm so happy that you're here.

This is also a really great one for you to be able to help combat any unhappy guests and any unhappy expectations.

So I've got a few scripts and I've even got a little framework and formula just to be able to help.

And that I think will be the best way.

And you can always take anything that I say and you can repeat it.

You can use it, any of those things.

So And because I think sometimes too, when we have unhappy guests, man, it can just ruin your day.

I mean, I feel like not that it ruins my day.

It just, I think we put so much work and time and effort into everything that we do that emotionally sometimes when somebody is not happy.

I mean, it puts you in a spiral.

I can go into a spiral.