BarberEVO Magazine

Be part of the Barber EVOlution

Jennifer Paxton

Phorest Introduce Dot Phrasing

Helping Medspas & Clinics Save Up To 90% on Documentation Time.

Phorest, the all-in-one software for med spas, aesthetic clinics, and professional hair and beauty businesses, is enhancing the way med spas and aesthetic clinics document client visits with Phorest Dot Phrasing. This new feature enables practitioners to create fast, consistent and
accurate client notes, reducing administrative workload and freeing up valuable time for client care.

Dot Phrase Library

For medspas and aesthetic clinics, proper documentation isn’t just a necessity. It is critical for safety, compliance, and professionalism. Yet, finding time to record detailed notes without disrupting the flow of client care is a constant challenge. Órla Phelan, Global Director of Medspa Operations at Phorest, says:

“We designed Phorest’s Dot Phrasing functionality to solve a real challenge for medspas balancing high-quality client care with efficient documentation. By automating repetitive notetaking, this feature ensures practitioners spend less time typing and more time focused on their clients, which we know is
always their top priority.”

Dot Phrasing Consultation Screens

With Phorest Dot Phrasing, practitioners can insert pre-set text snippets with just a few keystrokes, eliminating the need to type out commonly used phrases and treatment details
manually. This not only speeds up notetaking but reduces errors and ensures consistency across records. Dot Phrasing has been found to cut documentation time by up to 90%, allowing practitioners to be more present during consultations and focus on delivering exceptional client
experience.

Dot Phrase on Notes

As Phorest continues to expand its capabilities for medspas and clinics, this launch marks another step forward in its commitment to the sector. Thanks to ongoing collaboration with industry professionals, Phorest has developed a growing suite of features tailored specifically to the needs of medical aesthetics businesses, ensuring they have the tools and peace of mind from a smoother workflow while maintaining the highest standards for their clients.

CBC Collective Announce Line Up for LIVE312 ABS Afterparty

Come experience LOCAL INDUSTRY VIVID EXPERIENCE CHICAGO – the official afterparty of AMERICA’S BEAUTY SHOW: L.I.V.E.312

Come join the EVO team, as well as the Chrystofer Benson Collective, at Joe’s Live for an immersive night of music, creativity, artistry, and major BRAND GIVEAWAYS.

Get ready to experience an unforgettable evening filled with live performances from talented artists from local chicago artists to some of the top artists in our industry.

Entry is FREE for all attendees of ABS, but make sure to REGISTER HERE to secure your spot. The room will fill up fast! Door open at 6:00pm

Following last year’s incredible line up of industry icons and local talent, the 2025 line up for L.I.V.E312 has finally been announced, and it is going to be a night to beat! Featuring names such as Jacob Khan, John Mosely, Yakuza Barber, Jamie Digrazia, and many more!

The L.I.V.E.312 lineup is HERE! Check out some of our incredible artists taking the stage.
The full lineup:
@angiesapanaro
@beautyby_sabs
@c.jimenez24
@cathartic_vanity
@chan.made_
@chelcutz
@cherrythebarber_
@chico.the_barber1
@corey_nt99
@coryhoffmanhair
@drasticartbarbering
@erinhensleycolor
@Esthersbraids
@gretacoston
@hair.and.nina
@hairbylacyeg
@irapopesage
@itsmrjladner
@jacobhkhan
@benmicahwhite
@jamiedigrazia
@justbhair
@karinestyliste
@los_cut_it
@loso_rivera
@mandaziegelman
@mannyblesshands
@mattholderpro
@milkyfadez
@negrito_the_barber
@nujackofallfades
@papiblendzz
@popular_nobody
@presleypoe
@rogermolinahair
@rolandoaqui
@squirrel_cutz94
@styledbymitzy
@successaddict
@tara.tonsorial
@taylormade_46
@thebeautyvvitch
@therealjoeyblades
@twincutz_ceo
@willyhyde
@yakuzabarber

Wahl Professional Spotlight: Munny Thapar

As March is Women’s history month, we have teamed up with Wahl Professional to spotlight some of
the up-and-coming and influential female barbers who have risen up through this male-dominated
industry to make a name for themselves.
This week’s focus: Barber and Wahl Pro Educator, Munny Thapar.

What inspired you to become a barber, and how did your journey in the industry begin?

“At a very young age, I realized I was drawn to art in every form. Being someone who naturally loved teaching and helping others, I combined my artistic and people skills and
discovered that barbering was my true passion. I became obsessed with learning about fades, blade work, styling, and the barbering culture. To further develop my skills, I started cutting hair for friends and family at home. That quickly led to me enrolling in hair school and working in a barbershop, where I built my confidence and honed my craft.”


As a female barber, did you face any unique challenges when starting out? How did you overcome them?

“There were many challenges that came with being a female barber. Being one of the few women in a male-dominated industry, I had to work twice as hard to prove myself. I put in
long hours, but I was often turned down by clients who doubted my ability to perfect their beards or haircuts. It was tough—knowing barbering was my calling but not being trusted to cut hair. Instead of letting that discourage me, I used it as fuel to master every skill that makes barbering special. I focused on perfecting fades, improving my consultation techniques to assure clients they were in the hands of a professional, and refining my craft to the point
where even bystanders would want a cut. Over time, I built both my confidence and skill set to prove that talent has no gender.”


How do you think the industry is evolving, and what more can be done to support aspiring female barbers?

“The industry is definitely moving in the right direction. With social media, we’re able to showcase our skills and build a brand that extends beyond our city—even reaching a
worldwide audience. More brands, like Wahl, are recognizing that barbering isn’t just for men and that there are many incredibly talented women in the industry as well. That said, there’s still more work to do. I believe mentorship programs, creating more spaces for women in barbering events, and ensuring that barbershops foster inclusive environments would make a world of difference in empowering aspiring female barbers.”


What advice would you give to women who want to break into the barbering industry?

“Shoulders back and chin up. That’s something I’ve told myself ever since I started barbering. I would repeat it before stepping on stage for a barber battle, before walking into the shop, and even before starting a cut. Confidence is everything. Knowing that you are brave, strong, and skilled enough to be great at whatever you do will take you far—not just in barbering, but in life. Surround yourself with
barbers who inspire, encourage, and challenge you. Stay connected in the industry, never stop learning, and always push yourself to improve.”


How has your role with Wahl helped shape your experience in the industry? And how has the brand supported you throughout your career?

“Being a Wahl Professional educator has also helped to propel my career. Being associated with
such a respected brand has opened so many doors, from education opportunities to networking with some of the best barbers in the world. Wahl has been incredibly supportive of my journey, providing top-tier tools and platforms to showcase my work. What I love most about Wahl is that they truly value family, innovation, and inclusivity in barbering. Having their support makes me feel like there are no limits to what I can achieve in
this industry.”

Munny’s go-to Tools

“The Wahl tools that are in my day-to-day arsenal are the Cord/Cordless Magic Clip, Vanquish Hairdryer and Hi-Viz Trimmer. These tools have helped me sharpen my skills and perfect my craft.”

CAPTAIN FAWCETT WINS PRESTIGIOUS GLOBAL BEAUTY ‘OSCAR’


Norfolk-based gentleman’s grooming brand Captain Fawcett is proud to announce his ‘Bianco Classico‘ Beard Butter has WON the category for ‘Men’s Grooming Products & Accessories’ at the prestigious Cosmoprof Worldwide Bologna 2025 Awards.

The Cosmoprof Awards, in partnership with BEAUTYSTREAMS, celebrate excellence in the global cosmetics industry. Chosen from over 800 products, just 3 finalists make it though the judging process in each category.

Richie Finney MBE, founder of Captain Fawcett says: “To win from over 800 entries in the renowned ‘Oscars of Beauty’ is a truly remarkable achievement. Not least because up against the world’s biggest players, Captain Fawcett has won with a genuine small batch product, handmade here at Captain Fawcett HQ in Norfolk. So a special mention to the fantastic McCavity’s Crew, Terry, Ginni & Yolante, who actually make and package ‘Bianco Classico’ Beard Butter in situ in Norfolk, UK. In truth, there are very few companies who can claim to make their own products in house. Simply magnificent!

“A huge thank you to all involved, especially Bottega della Barba, the Captain’s superb distributors in Italy.

“It is a huge honour for Captain Fawcett to be a winner, standing tall amid the beauty and grooming industry’s world leaders. The Cosmoprof Awards are highly competitive, with impressive innovations from all across the world, so to win such acclaim is testament to the ambition and hard work of the whole Captain Fawcett team. Evivva!”

Products are independently judged on category criteria including Innovation, Creativity, Packaging & Design, Product Benefits, Ethics and User Experience.

Captain Fawcett’s ‘Bianco Classico’ is crafted for all hair types. Complementing the award-winning Beard Butter, the range includes a Moustache Wax and Purple toning Shampoo, crafted to highlight the brilliant gleam of silver, grey, blond and bleached hair.

Joanna Vital, Captain Fawcett’s Commercial Director, joined global industry leaders at the The Grande Soirée Cosmoprof & Cosmopack Awards Ceremony in Bologna, Italy on Friday 21st March.

She says “Grazie mille, Bologna! Italy has always led the way in style, and no one rocks the ‘silver fox’ look like an Italian man. Captain Fawcett’s Beard Butter was crafted for men who celebrate their age with confidence and sophistication, so to receive this award here is truly a huge honour. Thanks to the incredible Fawcett crew and to our loyal customers who inspire us every day. And to Italy for showing the world how to age with polish and flair! Salute!”

Joanna attended the glittering occasion with Valentino Bergamini, CEO and Founder of Captain Fawcett’s highly esteemed Italian distributor Bottega della Barba on behalf of Richie Finney, who is currently in the USA about to embark on an epic 6 week road trip tour for Captain Fawcett’s Great Expedition 2025. Thanks to Joanna for doing a fantastic job in representing Captain Fawcett at Cosmoprof.

For more information on Captain Fawcett, please visitwww.captainfawcett.com

GREAT SUCCESS FOR COSMOPROF WORLDWIDE BOLOGNA 2025

The event confirms its role as the leading trade show for the global cosmetics industry, with growing attendance figures and highly positive feedback from professionals.

The 56th edition of Cosmoprof Worldwide Bologna concluded on a high note, reaffirming its status as the leading event for the global cosmetics industry. With over 255,000 beauty professionals from 150 countries and 3,128 companies from 65 countries, representing more than 10,000 brands, the exhibition once again proved to be an essential meeting point for industry stakeholders. Once more, Bologna became the world capital of beauty.

Key industry players returned to Bologna to seal new deals, exchange insights, and explore the latest trends and innovations. The exclusive Buyer Program by Cosmoprof, with its networking and matchmaking tools, helped professionals maximize their time at the event. Additionally, a rich program of educational sessions, training workshops, live demonstrations, shows, and special initiatives enriched the experience for attendees.

A RECORD-BREAKING EDITION

“We are extremely proud of the results of this edition… We have concluded a record-breaking Cosmoprof, confirming once again that the exhibition—through its initiatives and services aimed at optimizing business opportunities among industry professionals—is an essential tool for the growth of the sector. We recorded a 4.5% increase in visitors compared to last year, with a high number of international attendees of outstanding quality. This was made possible thanks to buyer recruitment programs targeting key markets and the support of the Italian Ministry of Foreign Affairs and International Cooperation and ITA – Italian Trade Agency, which facilitated the presence of 80 delegations from major global markets. Cosmoprof is also a key platform for the growth of Made in Italy worldwide, demonstrating the industry’s strong health and professionals’ eagerness to discover new business solutions. Cosmoprof reflects the continuous growth of the global beauty industry… which is expected to exceed €612 billion in revenue by 2025, according to research by Euromonitor International. Our exhibition remains a crucial business partner for industry professionals.”

Gianpiero Calzolari, President of BolognaFiere Cosmoprof

The 56th edition featured an exceptional and high-quality exhibitor lineup, showcasing the best of the global beauty industry. Thanks to the new hall layout, the exhibition expanded to include new product categories in line with the ever-evolving market, resulting in a 5.8% growth in exhibition space compared to last year. With 29 country pavilions and 78% of exhibitors coming from abroad, Cosmoprof reaffirmed its leadership as a strategic event for industry stakeholders.

“The numbers prove that the beauty industry is on the rise: in 2023, exports grew by over 20% compared to 2022, and in 2024, we observed a further 11.4% increase over the previous year… We can confidently say that beauty is one of the driving forces behind Made in Italy exports. While some sectors, such as automotive, have seen a decline, the cosmetic industry has contributed significantly to stabilizing the national economy. With €8.4 billion in exports, accounting for over 40% of the sector’s total revenue, beauty remains a strategic asset for Made in Italy—especially considering the €626 billion generated globally last year. For the 2025 edition, ITA played a key role in bringing 220 operators, buyers, and KOLs (Key Opinion Leaders) from 80 countries to Cosmoprof, ensuring targeted demand that aligns with the needs of Italian entrepreneurs. Cosmoprof has also been actively present in key international exhibitions across Asia, America, and Africa, regions with high growth potential.”

Matteo Zoppas, President of ITA – Italian Trade Agency.

The partnership with Cosmetica Italia was also crucial.

With a revenue of €16.5 billion, the cosmetic industry is one of the fastest-growing sectors within Made in Italy, with +12% export growth in just one year… The Italian cosmetic industry participated in Cosmoprof Worldwide Bologna with record-breaking numbers. A trade surplus nearing €4.7 billion confirms the strategic role of cosmetics within the Italian manufacturing sector. Internationalization efforts are key to positioning Italy among the top global players. By focusing on simplification, competitiveness, and innovation, we are working to further unlock the potential of Italian beauty companies, which already rank as the second-largest exporter in Europe and the fourth worldwide. During this 56th edition, thanks to the collaboration with BolognaFiere Cosmoprof, we proactively showcased the excellence of the Italian cosmetic industry. Beyond the economic results, the exhibition highlighted the sector’s importance in job creation, with 400,000 professionals working across the entire supply chain. Our dialogue with political and institutional representatives—including Adolfo Urso, Minister of Enterprises and Made in Italy, and Valentino Valentini, Deputy Minister of the same Ministry, alongside numerous institutions and Parliament members—brought crucial industry concerns to the government’s attention. A strong synergy between businesses and institutions is essential to tackle future challenges and secure the industry’s continued growth.”

Benedetto Lavino, President of Cosmetica Italia.

THE CRADLE OF NEW TRENDS

Cosmoprof Worldwide Bologna 2025 showcased the innovation and excellence of the beauty industry, highlighting the evolving needs and habits of consumers who are increasingly informed, responsible, and conscious of how their choices impact their well-being, society, and the environment. Visitors were excited by new eco-friendly solutions, highly personalized products, and cutting-edge technologies.

“Once again, Cosmoprof proves to be a hub for new trends and ideas. This year, our exhibition provided industry professionals from around the world with insights into the evolution of the beauty sector and the most impactful trends, from sustainability to the demand for products that cater to emerging consumer clusters, from wellness-focused solutions to the influence of new technologies and artificial intelligence on product experiences… In the coming months, we will continue to provide in-depth insights and updates to our global community, while laying the groundwork for an even more engaging and high-performing edition in 2026.”

Enrico Zannini, General Manager of BolognaFiere Cosmoprof

The next appointment is Cosmoprof Worldwide Bologna 2026, in March 2026, with new initiatives and solutions to drive the growth of the beauty industry.

For more details, visit www.cosmoprof.com

Fatboy is Revolutionizing Short Hair Styling

Fatboy, the hair care brand built for high-performance styling, wasn’t created in a lab or a boardroom, it
was born on the road, in the thick of touring life, where music and hairstyling were equally a part of Tyson Kennedy’s world.

As the lead singer of Grammy-nominated band Steriogram, he spent years performing high-energy shows, sweating through every set, only to find that no styling product could keep up. Hair would fall flat, lose shape or just not hold the way he wanted. So, he started making his own products. Before each tour, he’d mix batches of styling putty on his stovetop, testing and tweaking until he had something that could survive the chaos.

When Steriogram went on hiatus, Tyson took that same passion into New York’s salon scene, refining his formula and selling it to local stylists. Word spread fast, and what began as a home fix became a cult favorite. That original formula became the iconic Perfect Putty, the product that sparked it all. Seeing its growing demand, Tyson took Fatboy from a side project to a full-fledged brand built on performance, creativity and the belief that hairstyling should be expressive.

Fatboy has never been confined by gender; it’s for anyone who wants to own their style. Now, Fatboy is carving out its place as the authority in short
hair styling. Their mission is to reinvent and set trends for short hair styles like mohawks, pixies and shags. Designed to simplify, inspire and push the boundaries of what hairstyling products can do, Fatboy is more than just a brand, it’s a haircare movement.

“I am thrilled to share our unwavering drive for crafting exceptional hair care products tailored towards short hair styling…

…We believe that every individual deserves to express their unique style with confidence, and our mission is to provide the perfect tools to elevate that experience. With Fatboy, short hair has never looked so good.”

Tyson Kennedy, founder of Fatboy.

Fatboy’s haircare range is designed for both stylists
and everyday users.

The line-up includes…

  • Perfect Putty (2.6 oz/ $21): The award-winning, industry-disrupting styling staple that started it all. A matte-finish putty with flexible hold for that perfect lived-in texture, finished with subtle notes of green tea for a fresh, clean scent.
  • Spray Putty (3.5 oz/ $24): Perfect Putty-in-a-can, now in an easy-to- use spray for simple, weightless application. This award-winning innovative product is perfect for adding that second-day gritty texture.
  • Sea Salt Pomade (2.6 oz/ $21): A hybrid formula that fuses pomade with sea salt for a soft, tousled finish with just the right amount of texture. Styling Cream (2.8 oz. / $21): A lightweight, medium-hold styler that adds volume without flaking. Often used as a blow-dry base, it thickens, protects against heat and UV damage, and works on all hair types – free of nasties like sulfates, parabens and anything that doesn’t belong in great hair.
  • Volumizing Shampoo (10 oz. / $24) & Volumizing Conditioner (10 oz /$24): A lightweight, clean duo designed to boost volume and nourish without buildup. Infused with rice protein for strength, plus coconut and avocado oils for hydration and shine, it keeps hair fresh and full with every wash. Finished with a serene fragrance of sage and bergamot, complemented by soft floral undertones for a fresh, uplifting scent.

With a line-up that delivers revolutionary styling, and a brand ethos rooted in music, creativity and individuality, Fatboy is redefining what it means to have great hair. Whether you’re a stylist, a performer or
just someone who wants their hair to look as good at 2 AM as it did at 8 AM, Fatboy has you covered. No fluff. No filler. Just game- changing products that work.


To learn more about Fatboy, please visit www.fatboyhair.com/

Heiniger’s New Scissor Sharpening Service

Heiniger UK has launched a new 24-hour turnaround scissor sharpening service following a significant investment in new machinery and staff. Customers will be able to take scissors to any Heiniger approved retailer to request the service. Service manager Shaunie Tottle says: “Service staff have all completed a five-day course to operate a range of new machinery and provide customers with an industry-leading scissor sharpening service. Heiniger UK is now able to
service and sharpen a wide range of scissors in just 24 hours.”

Investments in new state of the art equipment, including a Wolf Industries Twice as Sharp® scissor sharpener and a Hira-To® flat hone scissor sharpener with hook and loop discs. “We are now able to take in scissors of all shapes and sizes to be sharpened. For human or animal groomers who use scissors everyday it is important to ensure the blades are factory sharp and, if the metal is dirty, rusty or folding rather than cutting hair, the scissors are well overdue a service and sharpen,” she says.

The sharpening process requires scissors to be disassembled and cleaned before a new ride is added to both sides using a wet stone.

The blades are then worked on a variety of grit settings before being polished and buffed. “We feel the smoothness of the blade to establish if the burr has gone and put it back on the machine if not,” she says.

Finished scissors are tested on single ply paper and on dolls with wet hair to establish if the desired cutting edge has been achieved through the sharpening process. “This is an intricate process but one that we can carry out in just 24 hours because of the skills our team have and the machinery we have invested in. For safety, comfort and efficiency, all scissors should be kept at their best which is why we are offering this service to all users in the UK,” she concludes.

Dense Hair Experts Appoint Stephanie Mason as Global Business Consultant

Dense Hair Experts, the award-winning leader in personalised hair loss treatments, is thrilled to announce the appointment of Stephanie Mason as its new Global Business Consultant. With a stellar track record in business strategy and brand development, Mason will spearhead Dense’s expansion into global distribution, professional salon growth, and cutting-edge educational initiatives.

Stephanie joins at a pivotal moment for Dense, which has already made waves in the haircare industry, trusted by A-list celebrities, elite athletes, and thousands of men and women worldwide. Fresh from winning Gold at Europe’s Transform Awards in the health and wellness category, as well as being named Best Medical-Led Hair Loss Solutions Provider UK 2024, Dense is cementing its position as the market leader in clinically backed, results-driven hair growth solutions.

Expanding Global Reach & Female-Focused Hair Solutions

In her new role, Stephanie will focus on strengthening Dense’s international distribution network, ensuring accessibility to its bespoke, prescription-grade hair loss treatments across global markets. She will also lead Dense’s strategic move into professional salons, giving hairstylists and trichologists the tools to integrate Dense treatments seamlessly into their services.

One of Stephanie’s key priorities will be revolutionising female hair loss care. While Dense has already transformed male hair restoration, she will bring her expertise to address the growing and often-overlooked crisis of female hair thinning and loss. Through targeted consumer and professional outreach, Mason aims to bridge the gap between salon-quality treatments and effective at-home care, ensuring that women struggling with hair loss have access to real, science-backed solutions.

Elevating Education & Industry Expertise

Stephanie will also oversee the development of an advanced education platform, designed to train haircare professionals in Dense’s high-performance, personalised treatment plans. This initiative will equip stylists, dermatologists, and trichologists with the knowledge to deliver unparalleled results, reinforcing Dense’s position as the global leader in medical-led hair restoration.

A Word from the Leadership

“We are absolutely thrilled to welcome Stephanie to the Dense family,” said Ash Hashmi, Co-founder of Dense Hair Experts. “Her expertise in business strategy and brand development is exactly what we need as we take Dense to new heights. With Stephanie’s leadership, we’re confident in our ability to expand our global footprint and continue to set new standards in personalised haircare.”

Stephanie expressed her enthusiasm about joining Dense at such an exciting juncture:

“Dense’s commitment to high-performance, scientifically backed hair growth solutions is truly inspiring. The brand is redefining what it means to treat hair loss with precision and effectiveness, and I am excited to drive its expansion and impact across the globe.”

Why Dense? A Science-Backed, Award-Winning Brand

Dense Hair Experts is not just another haircare brand—it’s a movement. Backed by industry-leading dermatologists and trichologists, Dense’s bespoke hair growth solutions use pharmaceutical-grade actives, botanical and biotechnological extracts, and cutting-edge formulation techniques. Its clinically backed, pill-free approach has already helped over 20,000 men and women regain their hair confidence, and with Mason on board, the future looks even brighter.

For more information on Dense’s award-winning treatments, visit www.densehairexperts.com.

Follow us on Instagram:

📍 @densehairexperts

📍 @stephaniemason

Hairdressers take to the streets to protest in Parliament Square

Hundreds of hairdressers took to the streets for the Salon Owners and Employers action day that took place on March 17th in central London.

The peaceful protest was organised by the British Hair Consortium whereby the industry pulled together to show its support for tax reform. Hairdressing and beauty salon owners gathered at London’s Parliament Square, in a bid to request that Chancellor Rachel Reeves will throw the sector an economic lifeline. It is hoped that the ‘Save Our Salons’ rally will get the attention of Government.

A recent report commissioned by the British Hair Consortium and carried out by CBI Economics, highlighted how an unbalanced tax system is decimating the hair and beauty industry – and showed that unless things change, there will be no new apprenticeships by 2027 and a 93% fall in employment by 2030. This would leave very few in employment, creating a sector largely devoid of the employment rights that come with being an employee.

With the Spring Forecast on the horizon, the British Hair Consortium – which represents 50,000 UK hairdressing professionals – says the Government must urgently halve the VAT salons pay on labour costs to 10% to help them overcome the existential crisis they’re facing.

Toby Dicker from The British Hair Consortium said: “We won’t stand down and let our industry die. The support shown by our industry was incredible and I hope that we have gained the attention that we need to show Government that we need a lifeline. We need VAT reform and we’re not going to stop shouting for this to happen.”

National media and news channels attended the protest, streaming the story globally, in what was deemed as a highly successful protest.

For more information on The British Hair Consortium go to https://www.bhc.org.uk/

@britishhairconsortium #saveoursalons

7 Tips for Handling Complaints – With WellnessPRO

By Alyssa Cink 

How you deal with criticism can impact your bottom line. According to a poll of 1,000 Americans commissioned by Toni & Guy, one in 10 clients has been so disappointed by a haircut, they’ve refused to pay for it. One percent even threatened to sue. 

Here are seven ways to handle barbershop complaints with ease. 

1. Don’t ignore an unhappy client. 

If you receive a harsh customer review, withdrawing is not the answer. Don’t ignore the flustered voicemails or simply delete the inflamed comments from your Instagram post. 

Harvard Business Review’s study of more than 400,000 customer service-related tweets found that customers who received any kind of customer service response were willing to pay that company more. It didn’t matter if the customer was happy, furious, or sad. All of them were willing to recommend a brand for at least six months after their interaction. 

Takeaway: Respond to all feedback, good and bad. Engaging with even the most confrontational, difficult hair clients can positively impact their brand loyalty. 

2. Respond fast. 

Harvard Business Review observed that, after 20 minutes of waiting for a reply, customers saw the brand as $3 more valuable. After waiting five minutes or less, many customers were willing to pay almost $20 more (an increase of 85 percent). 

Takeaway: The sooner you reply to a barber shop complaint, the more value your brand captures.  

3. Stay calm. 

In his book “How to Win Friends and Influence People,” Dale Carnegie says customers can “hear” your smile through your voice.  

So remind yourself to smile – yes, even if you can’t see your client’s face, and even if you don’t feel like smiling. By acting happy, you’ll influence your inner thoughts and change how you respond to unhappy clients. 

Takeaway: Don’t match an upset client’s emotions. Instead, stay calm and smile. 

4. Adopt HEAT. 

Another trick is to adopt the HEAT model: Hear, Empathize, Apologize, and Take ownership. 

First, people who feel heard, feel better. The 2020 National Customer Rage Study reported that one percent more active listening can yield 14 percent more gratitude from customers. Furthermore, one percent more empathy can yield up to 90 percent more gratitude. 

So listen actively to upset clients. Use their names. Don’t interrupt. Give verbal cues over the phone, like repeating information to show you’re paying attention. 

Takeaway: Hear and empathize. 

Additionally, tell clients how sorry you are for the inconvenience or the trouble.  

Don’t admit fault. Do present possible solutions, set expectations, and follow through. 

Takeaway: Empathize and take ownership. 

5. Rethink the refund. 

In lieu of refunds, solutions like gift cards give you the opportunity to provide a stellar second experience and earn an unhappy client’s loyalty. In other words, it allows you to make things right at your salon, not someone else’s.  

Takeaway: Instead of refunds, invite them back. 

6. Learn from your mistakes. 

As Carnegie writes in his book, learning from the past is way more productive–and fun–than getting defensive. 

Takeaway: Never miss an opportunity to learn.  

7. Set and practice your protocol. 

Before complaints happen, set a complaints policy for all kinds of barbershop conflicts: in person, over the phone, and online.  

Furthermore, give every customer-facing employee an opportunity to practice. Giving them pretend Google reviews or roleplaying stressful scenarios in-person keeps everyone calm and confident during real conflicts. 

Make insurance part of your procedure. 

If a barbershop complaint turns into something serious, like a lawsuit, make sure you have an insurance provider who’s in your corner.  

Not currently insured? Scan the QR code to visit our website and start your coverage journey with WellnessPro.