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.

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.

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.

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.

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.

The latest issue of BarberEVO is OUT NOW!

The latest issue of BarberEVO NA is OUT NOW! As the first official issue of 2025, it’s set to make waves in the industry… bringing you exclusive content from the best barbers out there right now. BarberEVO has brought together a collection of content from our esteemed columnists and industry leaders, whilst also highlighting those rising stars of the industry – and we have the exclusive launch of the BaBylissPRO X Tomb45 clipper in the spotlight on our front cover. In this issue, we feature everything from events and business to hair care, interiors and all the info you need to start 2025 off right. With all of this…and even more – this issue is one to remember!

On the cover BabylissPRO X Tomb45

It’s the collab you never knew you needed, and the one we have all been waiting for. Legendary professional barber tool brand, BaBylissPRO have joined forces with the revolutionary education and product brand, Tomb45, to create a tool range like no other, including a Clipper, Trimmer, wireless charging pad, and Professional Nano Light Ionic Dryer. And this edition… it’s our cover story. Flick through to find everything you need to know, here in BarberEVO.

IN THE CHAIR & ONE TO WATCH

This edition, we’re in the chair with… Bonez Da Goat AKA Corey Jamel Sturkey. From humble beginnings to becoming an LV3 educator, Bones’ journey is a testament to resilience, faith, and the transformative power of a craft. We also speak to Eric Hernandez to discuss his stratospheric rise in the barbering industry. From pushing boundaries, to his A-list clientele – this is why Eric is the one to watch. We also speak to Cal Newsome from across the pond in the UK – so you can learn more about this barber abroad.

NEW YEAR

You know we had to do it! Delving into 2025 trends… it’s a must if you want to continue to grow your business throughout the year. In this feature, we chat to some of the biggest and best barbers in the game, including Liz Avalos, Matty Conrad and Marcus Harvey, to get their insight on what’s to come. We also get into the colors that you need to be using in the barbershop with L3VEL 3’s Chrystofer and Hannah Benson – who have come along and joined the BarberEVO crew as columnists.

EVENTS

Kicking off our events section, we look back at EVO events of 2024 – our year in pictures. Next, we’re joined by the man behind some of the largest barbering events in the US, Jay Majors. Talking through the process behind it all, he’s planning for success. We also sat down with photographer Richard Monsieurs to get his top tips. Featuring words from our columnist, Byrd Mena, as well as a look into our EVO On The Road event in Glasgow, UK, and more.

BUSINESS

Introducing… not one, not two, but THREE brand new columnists – our business section is set to have you shook. With Barber Doza creator, Matthew Mendoza; BaBylissPRO educator, Dayna Gamba; and the Popular Nobody himself, John Mosley – we’re getting into it all. Business growth, pricing in the barbershop, and managing your business – it’s everything you need to hit the ground running.

INTERIORS

Kicking off our interiors section, we have Buffalo Co – where an elevated space isn’t just about aesthetics: it’s about crafting an environment that feels welcoming, where every detail matters. At the heart of their carefully curated interiors are Keller chairs, known for their unmatched comfort, durability, and sleek design. Heading across the pond to London, we visited R.W Wolf Barbershop – who talk us through why they believe that taking time to curate an experience is what will take you to the next level. Find all this and more in our interiors section…

HAIRCARE

In haircare, we hit the ground running with Brittany Caldaza. Talking hair health, client education, product regimens and more… Brittany gets into the nitty gritty. We also chat with a trichologist and show you some of the top hair loss solutions on the market, before delving into the world of styling – where Las Vegas-based barber and stylist, Jaqueline, shares her tips on creating a styling and haircare routine with clients for our readers.

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. 

Live with Charity and Emannuel!

In 2025, there’s no choice but to be a business-savvy barber – and the business-savvy barber uses Vagaro. With over 85,000 businesses already working with the platform, engaging with the tool to grow enterprises, boost innovation, and make the daily running of their business go smoothly.

Towards the end of last year, we at BarberEVO began our collaboration with Vagaro to create a series of Instagram Lives that gets into the nitty-gritty of the barbering business. In the first edition of the series, SalonEVO & BarberEVO Editor, Jennifer Paxton, was joined by Vagaro CMO Charity Hudnall and lead technical trainer, Emannuel Nevarez. The trio of industry experts sat down to discuss the all-important question… Are business-savvy barbers underrated?

“Well, first off, the barber industry itself, I feel, is underrated, right?” Charity said. “Barbers in general, they’re a necessity. Not only that, there is such a rich culture and history behind it all – it’s a community. So, barbers are thriving. Additionally, I’ve been watching barbers over the years and the business savvy is just amazing. It’s more than just the legacy, the history, and the culture – the marketing component that barbers are able to now do, especially through software like Vagaro, it’s insane.”

For Charity, marketing is key to great business, and a huge part of marketing is understanding your market! In 2025, clients want that one-stop shop – which is where Vagaro can give you a helping hand.

Emannuel said: “When I’m working with businesses, I first identify what business stage they’re in. And for barber shops, it starts with just building that professionalism that they need. They’re usually ready to take that next step. It’s about looking at who your audience is and who you are, whilst trying to market towards your ideal demographic. The more you can start being strategic about how you target them, the more success you’ll find.”

Find this, even more, and the answer to the question… ‘Are Business Savvy Barbers Underrated?’ in the full live down below.  

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

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!”.

Vagaro Enhances E-Commerce Capabilities with Introduction of Product Variants

Vagaro, the leading software for businesses in beauty, wellness, and fitness, has announced the launch of its new Product Variants feature, offering businesses even greater flexibility in managing their retail sales all in one place.

The new feature allows businesses to easily manage product variations, such as different sizes, shapes, or colors, by simply indicating these details in a dropdown menu. This eliminates the need to enter each variant as a standalone product, simplifying the inventory process. Additionally, users can manage essential product details such as ingredients, instructions, and size guides, all from one centralized page.

The launch reflects Vagaro’s commitment to being a comprehensive, all-in-one solution for beauty business owners. Industry data shows that retail sales contribute between 15-40% of revenue in the beauty industry. With the addition of product variants, users can maximize these product sales directly from their Vagaro account.

“Beauty & wellness professionals know that time is money. Our product variants feature will give some of that time back while also helping them improve their retail sales; enhancing their revenue in more ways than one,” says Vagaro CMO, Charity Hudnall.

Businesses can efficiently manage and sync their entire online inventory without the need to dedicate excessive time to stocking or updating multiple platforms. Vagaro AI also offers businesses the ability to craft product descriptions and details quickly, further enhancing the efficiency and professionalism of their online stores, especially when used in combination with product variants.

In Conclusion: The addition of product variants streamlines the retail experience for beauty professionals, enabling them to manage their inventory and product details with ease. With this new feature, Vagaro continues to help businesses grow by simplifying complex tasks and enhancing revenue potential.

For more information on how product variants can help businesses thrive, visit Vagaro.

When it comes to precision styling, the right clipper makes all the difference. GA.MA Professional, the global hair tool leader, is excited to announce the launch of their new Lumine Beetle Clipper. Small in size but packed with all the features of a larger trimmer, this compact powerhouse is the perfect choice for detailed work like finishing touches, intricate designs and precision cuts.

Designed with both ergonomics and durability in mind, the Lumine Beetle Clipper (Price: $47.20) is ideal for stylists who need accuracy without sacrificing performance. With a 6000 RPM motor, it effortlessly delivers professional-grade results, whether you’re perfecting a sharp fade design, refining edges around the ears, beard, or sideburns or tidying up the nape. Its lightweight beetle-inspired design prioritizes safety, enhances productivity and allows for faster work to keep up with the fast pace of salons and barbershops.

What sets the Lumine Beetle Clipper apart is its Professional Sintered Blades. These blades blend the durability of forged steel with the lightweight feel of synthetic materials, created through a cutting-edge sintering process. This advanced technique fuses metal powders into a corrosion-resistant structure that’s built to thrive in wet environments like salons. The result is a blade that’s as reliable as it is precise.

Additional Features:

• Cord: Professional Cord/Cordless
• Additional Professional Sintered Blade Included
• Battery: Lithium Battery
• Autonomy: 90 min.
• Hanging Hook
• Minimum Cut: 0.3 mm

For added convenience, the clipper includes three comb attachments (1.5 mm, 2 mm and 3 mm), perfect for tackling a variety of hairstyles and fade techniques. Whether you’re working in a salon or on the go, this compact tool can even easily slip right into your pocket, delivering pro-level results wherever your styling journey takes you.

With its advanced technology, ergonomic design and powerful performance, the Lumine Beetle Clipper is the ultimate creative partner. Whether you’re a seasoned professional or just starting out, this clipper helps unlock your potential and keep your work sharp, precise and inspired.

The Lumine Beetle Clipper will be available for purchase at www.gamaprofessional.us.