What Would You Do: When Clients Change Their Minds

“If they leave the salon satisfied, then I would charge. It's not fair to you that they change their mind. It's taking your time to cut it again, and time is money.” – @tila_ralston

“Charge 100 percent for a new cut. However, if it needs to be tweaked, that’s different and should be on the house.” –@jonileemartinez

“If they want it shorter, it should be a full cut all over again. They're in front of a mirror, and they see the length. So if they decide they want more chopped off, they should say something then.” – @hairbyashmo

“Charge. Time is money. My time is essentially appointment-based. If you book an appointment, you’re booking an allotted slot someone else could have. If you want your hair cut ‘shorter,’ it’s still a haircut. A loyal customer would know this.” – @thebespokebarber

“The only way you don't charge someone for your time is if they weren't satisfied with the haircut that day!” – @debjohnson.beauty_

“I wouldn't charge. We all change our minds sometimes. I think they'll feel bad enough about wanting to change it, and they'll be lifetime clients after that! I'd recommend dry cutting it and just booking a 15-minute touchup for it. If she wants a wash and blowout, however, then they should be charged.” – @elissawolfe

“If it's a good client, don't charge them. It's life. There’s nothing worse than stylists who nickel and dime their clients. Most people appreciate that you took time to help them, and they'll probably tip you accordingly anyway.” – @theonlypussnboots

“Anything to make the client happy. One to two weeks MAX grace period (within reason, of course—minor adjustments) because some people only wash about once a week. Then you will have a lifetime client.” – @peglowdesigns

“For me it's a matter of how bad you want to retain that client. Ninety five percent of my clients are also doing color every five weeks, so they are super loyal and spend a lot. To do a little haircut fix within a week or so for free is fine. It's building great customer service.” – @hairapy.by.erin

“I bite the bullet and accommodate the client. I do this only in the two weeks following the initial cut...and of course if they become a repeat offender that has to be addressed. The next appointment, I usually make sure to be EXTRA inquisitive and descriptive in the consultation (mentioning politely what I understood last time, before they decided to change whatever it is they wanted to change). Obviously we can't let people take advantage, but sometimes just showing someone that you go above and beyond will make them a lifelong client.” – @i_snipsnip

“Sometimes it's a lot of pressure for a client in our chair when we ask, ‘How is the length?’ ‘Well, I don't know, I've seen it finished for a full 30 seconds.’ Everyone at one point in their life has purchased something that just didn't turn out how they expected, but they didn’t realize until they got home. Don't charge, and the odds of the client returning are far greater.” –  @dbauerhair

“I give them a week to come back. After that, I charge. Usually within the first week, they've shampooed and styled it enough to find any ‘kinks.’” – @tshaw_85

“For me, it's one week. Sometimes things happen, and I want my clients to feel comfortable telling me if there's something that isn't working for them.” – @ miss.erika.lane

“My policy for my salon is a week. If you don't love it within a week, we'll adjust it for you, whether it's the cut or the color. After seven days, we have to charge.” – @alexpardashian

“If it's been a week and it needs a full cut and blowdry, then I charge full price. If it just needs tweaking/fringe trim/hairline tidy and it takes me less than 15 minutes, then I do it free of charge when it suits me and my book.” – @fringeyemz

“The one-week rule usually applies. But think about the situation: is it a longtime client who’s good to you and comes in regularly? No charge. If it's a new client or one who only comes in once a year, charge appropriately for your time—20 to 50 percent off.” – @hairdesignadri

“I make sure to tell my clients something like this before they head out, ‘When you wash and style it yourself, if you find there's anything more that you need, let me know within the week and I'll take care of it for you.’ Nobody has ever contacted me after the week grace period, but if they did I would say something like, ‘Of course, let's get that taken care of. Since it's been over a week, I do have to charge you, so in the future just let me know as soon as you realize you'd like something changed.’ If they're a good client, they'll be OK with it.” – @hairlyss