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7 Tips for Handling Hairdresser and Barber Complaints

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 7 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.

Visit their our website and start your coverage journey with WellnessPro.

Big Game Ready: Jahmyr Gibbs by Vince Garcia X American Crew

Among the VIPs flocking to New Orleans this week, Jahmyr Gibbs was spotted getting ready for Big Game weekend with a fresh cut and style by celebrity barber Vince Garcia on behalf of American Crew.

NEW ORLEANS, LOUISIANA – FEBRUARY 07: (L-R) Vince Garcia and Jahmyr Gibbs attend A1 x House Revlon with American Crew, John Varvatos and Juicy Couture on February 07, 2025 in New Orleans, Louisiana. (Photo by Aaron J. Thornton/Getty Images for Revlon)

NEW ORLEANS, LOUISIANA – FEBRUARY 07: Jahmyr Gibbs getting hair styled by Vince Garcia for American Crew at A1 x House Revlon with American Crew, John Varvatos and Juicy Couture on February 07, 2025 in New Orleans, Louisiana. (Photo by Aaron J. Thornton/Getty Images for Revlon)

NEW ORLEANS, LOUISIANA – FEBRUARY 07: Eli Mack getting hair styled by American Crew at A1 x House Revlon with American Crew, John Varvatos and Juicy Couture on February 07, 2025 in New Orleans, Louisiana. (Photo by Aaron J. Thornton/Getty Images for Revlon)

NEW ORLEANS, LOUISIANA – FEBRUARY 07: Barber, Vince Garcia prepares his station at A1 x House Revlon with American Crew, John Varvatos and Juicy Couture on February 07, 2025 in New Orleans, Louisiana. (Photo by Aaron J. Thornton/Getty Images for Revlon)

The leading men’s grooming brand has partnered with Athletes First in a luxury hospitality activation, called “The Block”, just outside the sports arena ahead of the Big Game.

As part of the American Crew Grooming Lounge, Vince is utilizing American Crew’s top styling products and franchises – Fiber, Forming, and Boost – to help athletes & VIPs get ready for Big Game celebrations and recreate this year’s hottest grooming trends.

Big Game Ready: Braxton Berrios by Vince Garcia X American Crew

NFL Wide Receiver, Braxton Berrios and Barber, Vince Garcia attend A1 x House Revlon with American Crew, John Varvatos and Juicy Couture in New Orleans, Louisiana.

NEW ORLEANS, LOUISIANA – FEBRUARY 08: (L-R) NFL Wide Receiver, Braxton Berrios and Barber, Vince Garcia attend A1 x House Revlon with American Crew, John Varvatos and Juicy Couture on February 08, 2025 in New Orleans, Louisiana. (Photo by Daniel Boczarski/Getty Images for Revlon)
NEW ORLEANS, LOUISIANA – FEBRUARY 08: (L-R) NFL Wide Receiver, Braxton Berrios and Barber, Vince Garcia attend A1 x House Revlon with American Crew, John Varvatos and Juicy Couture on February 08, 2025 in New Orleans, Louisiana. (Photo by Daniel Boczarski/Getty Images for Revlon)
NEW ORLEANS, LOUISIANA – FEBRUARY 08: NFL Wide Receiver, Braxton Berrios getting hair styled by Barber, Vince Garcia for American Crew at A1 x House Revlon with American Crew, John Varvatos and Juicy Couture on February 08, 2025 in New Orleans, Louisiana. (Photo by Daniel Boczarski/Getty Images for Revlon)

NEW ORLEANS, LOUISIANA – FEBRUARY 08: A view of American Crew football jersey on display at A1 x House Revlon with American Crew, John Varvatos and Juicy Couture on February 08, 2025 in New Orleans, Louisiana. (Photo by Daniel Boczarski/Getty Images for Revlon)
NEW ORLEANS, LOUISIANA – FEBRUARY 08: A view of American Crew products on display at A1 x House Revlon with American Crew, John Varvatos and Juicy Couture on February 08, 2025 in New Orleans, Louisiana. (Photo by Daniel Boczarski/Getty Images for Revlon)

The leading men’s grooming brand has partnered with Athletes First in a luxury hospitality activation, called “The Block”, just outside the sports arena ahead of the Big Game.

As part of the American Crew Grooming Lounge, Vince is utilizing American Crew’s top styling products and franchises – Fiber, Forming, and Boost – to help athletes & VIPs get ready for Big Game celebrations and recreate this year’s hottest grooming trends.

British Hair, Beauty & Barbering Awards set to launch in England

Following the incredible success of the Scottish Hair and Beauty Awards (SHABA), the UK’s hair, beauty, and barbering industries are set to welcome an exciting new event – the British Hair, Beauty & Barbering Awards (BHBABs).

This highly anticipated awards ceremony will take place in England for the first time, shining a spotlight on the country’s most talented professionals and businesses. With registration officially opening on 1st February, the BHBAs will provide a prestigious platform to honour the skill, creativity, and dedication of those shaping the industry.

The event will take place in Liverpool in 2025, the event will bring together leading hairstylists, barbers, beauty therapists, makeup artists, aesthetics specialists, and rising stars from across the UK.

A National Celebration of Talent
Building on SHABA’s 13-year legacy, the BHBAs will elevate industry recognition to a national level, creating an inclusive and inspiring event for professionals at all stages of their careers. With a range of categories covering hair, beauty, barbering, and aesthetics, the awards will celebrate both established names and fresh talent making waves in the industry.

Founder Joanne Reid said:“After years of success with SHABA, we knew it was time to expand and bring a new platform to England. The British Hair, Beauty & Barbering Awards will honour the best in the business, providing well-deserved recognition to those who work tirelessly to push the industry forward. We can’t wait to celebrate with everyone in Liverpool in October”

How to Enter
Entries will open on 1st February, with industry professionals invited to submit their applications via www.bhbabs.co.uk Categories will cover a broad spectrum of expertise, ensuring recognition for all aspects of the industry.

This is set to be the must-attend event for anyone passionate about hair, beauty, and barbering, offering an unmissable opportunity to network, celebrate success, and gain industry recognition.

For more information and to register, visit www.bhbabs.co.uk 

Diversifying Your Business for Success with OC JUNIOR IV THOMAS

Have you ever wanted to add another string to your bow, or team up with another creative in a different field to create a multifaceted business? Barbershop X Cocktail Bar, or a Barbershop X SMP studio, or even a Barbershop X Coffee Shop… we have seen it all. But how do you practically manage two businesses at once?

Well, the best person to speak to is OC Junior IV Thomas, owner of Rich In Flesh Barbershop X Tattoo X Music Studio in Livermore, CA. So, that’s just what we did in our most recent Vagaro X EVO Live on Instagram!

While running three businesses simultaneously may seem like a huge task… OC Thomas has a secret weapon. Vagaro.  

“I got into the industry as a tattoo artist. I opened a studio, and knew I wanted to diversify my business. So, I invested into a barbershop with one of my best friends, and I took time to learn the industry. It’s very similar to the way tattoo studios work – with independent contractors making their own schedules. It’s the same free-spirited environment, so, I thought it would be perfect to combine the two.”

But how can diversifying your business help set you up for success?

OC told: “I feel like diversifying helped a lot, because it broadened our demographic. Some people who would never walk into a tattoo shop now do, because they’re getting a haircut, and they feel a little more welcome – vice versa. Barbering and tattooing are both forms of self-care, and so to have more than one reason to come to the studio… it builds a community and therefore a better business,” OC Thomas said.  

Find this, even more, in the full live down below. 

BaBylissPRO EMEA celebrate year of growth and innovation

BaBylissPRO celebrated another year of growth and innovation in 2024, with new product launches, events, and exciting collaborations.

This milestone marks a year where different markets have come together to shape the brand’s vision, driving the development of next-gen products, designed to meet the ever evolving needs of hair pros.

While reflecting on a year of success, BaBylissPRO is also looking ahead to 2025. With a renewed focus on empowering stylists with technology that continues to push boundaries, and strengthening a unified voice across the EMEA region with a new message: this is us.

INNOVATIVE PRODUCT LAUNCHES

With an overall goal to improve craftsmanship and enhance performance, BaBylissPRO is proud to be manufacturing some of their newest products in Italy, reflecting on the brand’s commitment to delivering products of absolute unmatched quality.

Kicking off a year of innovative new product launches was FALCO, a completely reimagined hairdryer from BaBylissPRO, and now a core part of kit for some of the world’s greatest session stylists and salon hairdressers. Falco is the brand’s most advanced dryer yet, with a dedication to reducing noise and enhancing the stylist experience.

BaBylissPRO is committing its dedication to the world of hair styling with the launch of STILISTA, a new advanced styler. With strong titanium plates and ionic technology, Stilista brings everything an in-demand professional needs from their styling tools: quick power, reliable performance and long lasting results.

Driving innovation in the world of professional barbering with the launch of FXONE, a new one-battery power system from BaBylissPRO which uses interchangeable battery technology across different tools, giving the user potentially unlimited cordless runtime for complete and total freedom.

A UNIFIED TEAM

BaBylissPRO is proud to be represented by a strong community of brand ambassadors across the EMEA region, among which are some of the industry’s most exciting and celebrated session stylists, salon hairdressers, barbers, image makers and content creators.

Individually, these ambassadors are influential figures in their respective fields and countries, but together they share one unified voice which embodies the brand’s goal to inspire creativity in stylists across the world to their collective audience of over 1.5million people. By working together, the BaBylissPRO team help to shape the future of the brand – united by their choice of tools, their dedication to excellence, and their passion for hair.

EVENTS AND ACTIVATIONS

BaBylissPRO is actively committed to engaging with the hairdressing community, and in 2024 participated in many high profile events across the EMEA region.

Bringing a lineup of international brand ambassadors to Cosmoprof Worldwide Bologna, BaBylissPRO featured artists from the Netherlands, France, Germany, Spain, Portugal, Sweden, Belgium, the United States and the United Kingdom, together on a central global stage to celebrate and showcase the brand’s newest innovations.

In the UK, BaBylissPRO showcased its state of the art styling and barbering tools with session stylists Syd Hayes and Michelle Sultan shining on an international stage.

At Top Hair, Germany’s biggest hair show, guests were invited to take part in the BaBylissPRO Academy Lab, a series of look and learn workshops with the team of brand ambassadors. In France, BaBylissPRO took centre stage at Hair Congress in Paris, with global hair artist Richard Ashforth headlining the Community Hair Show, demonstrating his award winning and captivating session work. BaBylissPRO shone at events in the barbering world too, with highlights including hosting on-stage barber battles in Belgium at The Hair Project, and live education and demonstrations at Barber Connect in the UK.

LOOKING TO 2025

This year, BaBylissPRO will announce one of its most exciting product launches to date. This development, which has been years in the making, will combine the newest technology with the expertise of some of the best hairdressers in the industry – with innovation, sustainability and craftsmanship at its heart.

The theme of collaboration will remain a driving force, as BaBylissPRO’s global team of ambassadors join forces to champion the message that BaBylissPRO is a brand for everyone.

Head of PR for BaBylissPRO EMEA, Sam Johnson said: “In 2025, BaBylissPRO is defining progress not just by the cutting edge technology in our tools, but by the strength of the communities we build. For us, innovation is a journey we make together, fuelled by collaboration, inspiration, and a dedication to excellence.”

Happy National Hat Day From Lids x Sport Clips!

National Hat Day is here, and Lids and Sport Clips are celebrating in style with an exciting competition! To mark the occasion, they’re offering the chance to win a free hat—and not just any hat! Fans won’t want to miss out!

Introducing the Clear Hat

The first-ever fully-clear hat—a groundbreaking innovation that lets you wear a hat while still showing off your fresh haircut. Finally, the perfect solution to the age-old dilemma: how to rock a hat and flaunt your hair at the same time.

Win the Clear Hat

Lids and Sport Clips are giving away 100 Clear Hats! To enter, comment on their official Instagram giveaway post before January 20th. Don’t miss your chance to snag this one-of-a-kind piece!

Exclusive In-Store Offer

From now until January 20th, head to a Lids store and sign up for the Lids Access Pass Premium. Not only will you unlock all the perks of the program, but you’ll also receive an email with a coupon for half off an MVP haircut at Sport Clips. Fresh hats and fresh haircuts—a perfect combination!

PBA seeking donations to Disaster Relief Fund amid California wildfires

The Professional Beauty Association (PBA), whose mission is to advocate and fight for the rights and professionalism of the beauty industry, is urgently seeking donations for the Disaster Relief Fund to help those affected by the wildfires in Los Angeles.

As an industry built on creativity, care, and connection, it’s time for us to rally together and provide the support our peers so urgently need.

For many, these fires have not only destroyed homes but also livelihoods. Salons, tools, and products have been lost, leaving countless professionals struggling to rebuild their lives and businesses.

This is where we can step in. The Professional Beauty Association’s Disaster Relief Fund is providing critical aid to those affected, ensuring they have the resources they need to begin again. Whether it’s helping to replace lost equipment, supporting salon rebuilds, or easing personal financial strain, every donation makes a real difference.

Now is the time to show the strength of our community. Let’s come together to make an impact. No contribution is too small—every dollar brings hope.

Ready to help? Donate today: www.probeauty.org/disaster-relief-fund

In The Chair With: Tomoya Nishimori

Tomoya Nishimori, the visionary founder of Mr Brother’s Cut Club, has become a celebrated figure in the global barbering community. With his distinct approach to barbering, he has not only built a brand that embodies the spirit of craftsmanship and creativity but also plays a pivotal role as an ambassador and educator for BROSH, Asia’s No.1 men’s grooming brand from Japan.

Barbering wasn’t always on the cards for Tomoya, but once he set his sights on the industry, he mastered it on a global scale. Following a chance meeting with two influential barbers in Japan, he switched from hairdressing to barbering and became the powerhouse we all know today.

“I was originally a hair stylist in Japan, but around 12 years ago I made the change to barbering, as I wasn’t happy in the job,” Tomoya explained.

“I wanted to work somewhere where I feel I could express myself within styles, and not just focus on a general cut. Around this time, Donnie Hawley, owner of Hawleywood’s Barbershop in California, came to Japan to meet Kawakami from Apache Barbershop, and I had the opportunity to meet them both.

It was because of this encounter that I felt inspired to change career paths to go into male grooming. It is something I had been wanting to do for a while, and this was my sign to take the plunge to open my own shop – and Mr Brother’s Cut Club was born!”

THE BIRTH OF A LEGEND

After its inception, Mr Brother’s Cut Club became a phenomenon. Mixing traditional Japanese styling techniques with retro American barbershop designs cemented their spot as a unique yet elevated grooming location in Tokyo.

Following this success, it’s hard to pin Tomoya down in one place – whether he’s working in the barbershop or educating across the globe with BROSH.

“My day-to-day is constantly busy,” Tomoya chuckled. “I do education almost every week, which means I am always on the road – whether that’s in Japan or across the globe.”

“There is hunger from people not just in Japan, but all over the world to expand their skill set in barbering and styling – beyond the fade,” he added.

“It’s great to spread the message of BROSH as a premium, Japanese grooming brand. People are very receptive and interested in the BROSH brand, our products, and how versatile they are. I love showing people all that you can achieve and create with these products.”

A PHOTOSHOOT WITH PURPOSE

As the cover star for this issue, Tomoya and BROSH wanted to create a photoshoot that would showcase the duality of Japan’s cultural landscape, and in turn, the duality of BROSH as a traditional barbering brand with urban roots.

When you think of Tokyo, your mind will go from ultramodern, neon skyscrapers to historic temples and cherry blossoms.

“We highlighted two different locations within this shoot as a way to represent Japan to the world in a meaningful way, as well as to represent myself and my lifestyle,” Tomoya explained.

“The neon signs and vibrant nightlife of Kabukicho showcase my lifestyle because I enjoy the moments I’m not working where I can find energy and inspiration to carry on.

We also chose to shoot some of the images in Asakusa – with its traditional craft shops and location near the Sensō-ji temple – which represents Japan and what my country looks like to the outside world.”

THE ROLE OF BROSH PRODUCTS

When planning the shoot, Tomoya also wanted to ensure it showcased the versatility of the BROSH products.

“I wanted to show readers that no matter what style, length, or hair type, there is always a BROSH product that will help you achieve your goals,” Tomoya enthused.

We asked Tomoya what some of his hero products were when styling for this collection.

“For the photoshoot, I always start off using the BROSH Styling Base Spray, and this is very essential to me to ensure the hair is prepped,” he explained.

“In conjunction with the spray, I also used the BROSH Feather Weight Fiber Pomade to add texture, while holding the hair in place when adding the final touches.”

PRIDE IN CRAFTSMANSHIP

There were multiple points of inspiration and motivation for Tomoya during this process, but pride was a central feeling.

“Not only do I want to highlight BROSH and my own barbering skills, but I want to show the world how skilled Japanese barbers actually are,” he told us.

“I am very proud that Japan is known for producing highly skilled barbers and high-quality products, so I want to ensure that this opportunity reflects that too.”

2024 Keller International Scholar: Russell Maidlow

Each year, Keller international offer one lucky – and, indeed, deserving – student the Keller International Scholarship. This year, the winner of the scholarship is Russell Maidlow. The barber, from the barbershop Allied Barber & Supply in Davenport, Iowa, has had a life wrought with difficulty – but has proved that, through resilience and a genuine passion, you can make it through the other side.

Keller said: “We are proud to announce Russell as the recipient of this year’s Keller International Scholarship! Russell’s passion for barbering began at the young age of twelve, when he first walked into a barbershop and was captivated by the artistry and talent he witnessed. This early experience inspired him to pursue a career in barbering, where he hopes to blend his creative skills with his desire to help others.”

We caught up with Russell to learn how the scholarship has changed his life. The barber told us that when he received the scholarship – he was facing many hardships, including family illness mental health issues and financial strain.

“This was an incredibly difficult period – trying to pay attention at school, keep my shop open, and monthly doctor visits for my wife has made this probably one of the hardest things I’ve ever done… and my life has by no means been easy,” Russell told us.

Despite facing mental health challenges throughout his life, Russell has used these experiences to shape his understanding of the importance of mental wellbeing and self-care. In addition to his love for creating handmade soaps, Russell now wants to take his artistic side further by honing his craft as a barber, not only to make his clients look great but to offer them a safe, supportive space where they can feel comfortable discussing their personal challenges. Keller International told us more about Russell’s plans, explaining: “Russell’s goal is to build a barbershop that is more than just a place for haircuts; he envisions it as a holistic space where clients can care for both their image and their mental health. By sharing his own journey, he hopes to create an environment where people can feel heard, supported, and uplifted. We are incredibly inspired by Russell’s vision and dedication to combining artistry with empathy. Congratulations, Russell!”.