14 Scenarios

Professionals in the hair care industry contributed these scenarios based on real-life experiences.  Use these as prompts for discussion, independent analysis (use the SHAPE sheet, Audience Analysis & Action sheet, and draft or role play potential responses), or as opportunities to practice your communication skills.

Thanks to the Focus Group members (2021) for the initial scenarios.  Revision will take place on a yearly basis.  Please email wward@niagaracollege.ca to submit recommendations.

1. Offer additional services to clients.  For example, Deep Treatments.  Explain the benefits, and do not make comments on other products the client used previously, or other stylists, or salons.
2. Explain price points to clientele.  For example, adding toner  after a lighting service, and explaining the importance of toning.  That impactful consultation, the integrity of the hair is reviewed, helps to enhance tone, eliminates discoloration, strengthens etc.
3. Conflict with another stylist.  For example, looking after a client that has been going to another stylist.  Teamwork is important but being professional in front of the salon, and behind the chair is most important.
4. A client that does not explain well.  For example, requesting a haircut over the ear is a big one, it can mean hair covering the ear, or right over the ear.
5. Client has unrealistic expectations of their hair (wanting to go from black to platinum blonde in one session).
6. Client agrees that their hair transformation will be a process but calls back after their appointment complaining they aren’t bright or blonde enough despite being told they wouldn’t be.
7. Client has a very strict budget and is not willing to compromise on their service.
8. Client is booked in for a certain service (e.g. root touch up) but when they sit in the chair suddenly expect to get more services done despite not being booked in for them.
9. Client sees a certain colour in their hair (e.g. yellow highlights) even when there isn’t any issue.
10. Client is indecisive on what services they want done and cannot seem to decide on what they want done despite offering several suggestions.
11. Client complains that they only want a “trim” and therefore they don’t feel they should be charged the full price for a haircut despite them being the same thing.
12. Client showing up late for their appointment but still expecting to get all of their services done despite missing a quarter or more of their appointment time.
13. Client brings in inspiration photos and insist on looking exactly like the photo despite their hair being a different texture or length or colour.
14. Client telling the stylist how their previous stylist coloured/cut/styled their hair and demands you do the same thing despite all stylists being different.
15. Wedding Day woes.  The wedding party including the Mother of the Bride had taken over the salon, as is per usual.  Because the MOB was the least challenging of the work, she was completed first.  She then had the time to float around and challenge both the hairdressers and the bridal party.
    The girls obviously had seen this behavior and dealt with it, her daughter on the other hand was starting to unravel by her mom’s picking.   She was taking what should have been her daughter’s day and creating a horrible time for her.  Insulting her dress fitting, reception choices etc.  Tensions between everyone are getting worse.
16. Children, unless it’s a business set up for them, need supervision.  There are situations in a salon environment that are just plain dangerous.  As a result, our salon said no children unless they were there to have a hair-cut themselves and then the parents had to stay present.  This happened after two boys, 5 and 7 years-old, were left for haircuts.  The mother of these young boys brought them in and then left.  The older boy fell asleep while he was getting his haircut; the younger one had quietly found a station with a comb and shears and started cutting his own hair.  Of course, it was as you would expect – a disaster.  The mother of the two returned with a couple of shopping bags, and was shocked at the one child’s hair.
17. The two-faced client.  As a senior stylist, your support crew are super important.
    The receptionist and the apprentices make the business of the salon run smoothly.
    There are times when a client will come in and berate the staff then sit in your chair and behave like an angel.  To ignore this behaviour is to disrespect your support staff.
18. A client books an appointment for a simple cut but when they arrive, they request a colour and a cut as well, but there isn’t enough time booked. How do you handle the situation? Would you squeeze her in? Ask for help? Try to rebook the client for the colour? Describe what steps you would take in responding to this client.
19. A client asks for a drastic haircut, and once complete, is clearly devastated by the change and is crying in your chair. What can you say to calm her down and keep her happy so she re-books?  Suggested Role-play situation.
20. Your client brings multiple photos to you to help illustrate the cut she wants, but they are all different and you are confused as to what she actually wants. List the questions you would ask the client and describe what listening techniques you would use such as paraphrasing.
21. Your client tells you the receptionist was rude to her when booking the appointment (or when paying the bill). How would you respond to the client and address the issue with the receptionist?
22. You have a very demanding and pushy client who insists on getting a new haircut and colour that you know will not suit them.  a) What type of communication style is this? How would you best respond?  b) How would you recommend something different without insulting them or upsetting them?
23. You have a client who is constantly complaining and never seems to be happy with the same haircut they come to you for every 6-8 weeks.  a) What do you say when they complain?  b) How would you tell them they can no longer be your client?
24. A client comes in with their young pre-teen and wants their hair bleached and dyed, even though they are quite young. Do you say anything, and if so, what would you say?  Role play in a group of 3 – stylist, client, client’s child.  a) First scenario – the child is willing to have the change done.  b) Second scenario – the child is clearly against the style, but the parent really wants it.