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.

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.

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. 

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!

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.

Vagaro Launches Connect App to Enhance Real-Time Communication for Businesses and Clients

In today’s fast-paced business environment, effective communication is more important than ever. Vagaro has introduced Vagaro Connect, a two-way messaging platform designed to improve communication between businesses and their clients, as well as among team members. Accessible via the Connect App or Vagaro Desktop, the app enables seamless, real-time conversations, empowering businesses to deliver a personalized experience to clients while improving team collaboration.

The dedicated business communication channel within Vagaro Connect ensures that work-related messages are kept separate from personal messages, allowing business owners to set clear boundaries. This helps improve professionalism while maintaining effective communication.

What is Vagaro Connect?

Vagaro Connect is an extension of the Vagaro Pro apps that provides an easy-to-use platform for direct messaging between clients and businesses. By enabling two-way chat for both client and team communications, Connect helps simplify the process of staying in touch, with all features fully accessible through the Vagaro Pro app on desktop and mobile. Full functionality is available with Vagaro’s text messaging (SMS) feature, making it easier to stay connected at all times.

While many business owners already communicate with clients and employees through emails or phone calls, Vagaro Connect offers a more streamlined and efficient solution. Unlike traditional methods, Connect enables real-time, personalized communication that’s more efficient and easier to track.

Turn Conversations into Conversions

In addition to facilitating communication, Vagaro Connect helps businesses convert positive client interactions into booked appointments or upsell opportunities. When communicating with clients through the app, business owners can send appointment links directly to their calendars, allowing clients to book services on the spot. The integration with the Vagaro Calendar makes it easy to send clients links that go straight into a service provider’s schedule, ensuring that every interaction has the potential to turn into revenue.

This seamless integration between chat and scheduling simplifies the booking process for clients and helps businesses secure revenue quickly. The combination of fast response times, personalized service, and easy scheduling ultimately enhances the customer experience and boosts the likelihood of repeat business.

Acquire Client Information Quickly & Easily

In today’s fast-paced environment, speed and accuracy matter. With Vagaro Connect, businesses can quickly obtain important client details through direct communication, without the need for time-consuming phone calls or emails. By enabling text messaging, businesses can immediately gather essential information, update appointment details, or request feedback, all while ensuring a personalized and efficient interaction.

The platform also includes an internal notes feature, allowing businesses to leave relevant client details within the chat history. This keeps all team members informed about a client’s preferences, upcoming appointments, and any other important information, ensuring a seamless experience for the client at every touchpoint.

Clear Communication Across Multiple Platforms

Another standout feature of Vagaro Connect is its ability to maintain consistent communication across various platforms. Clients can reach out via the Vagaro Marketplace, your Branded App, or your MySite. Once a client initiates a conversation, the message icon will appear across all platforms, so businesses can respond quickly, regardless of where they are.

Even if the conversation doesn’t proceed in one uninterrupted stream, Vagaro Connect allows businesses to pick up right where they left off, ensuring continuity and preventing any information from falling through the cracks. With access to message history and internal notes, your team can stay aligned on client interactions, no matter where they take place.

Improved Team Communication

Effective team communication is a cornerstone of any successful business. Vagaro Connect enhances internal communication by allowing team members to engage in one-on-one chats or group chats, helping managers communicate with employees about important matters, including:

• Scheduling and shift changes
• Payroll and staffing updates
• Training opportunities
• New inventory or promotions
• Daily deals or special events

In addition, Vagaro Connect syncs with employee calendars to provide a real-time view of each team member’s availability, ensuring that scheduling issues are addressed quickly. Whether it’s ensuring that a team member is free to take a client or sharing important business updates, Vagaro Connect improves operational efficiency and promotes a more informed, connected workforce.

Better Work-Life Balance

While it’s important to be available for clients and employees, it’s equally important to maintain personal boundaries. Vagaro Connect helps business owners preserve their work-life balance by keeping professional communication separate from personal messages. By using the app, business owners can respond to clients and employees when needed, without worrying about personal conversations mixing with work communications.

This not only maintains professionalism but also prevents the mix-up of private and business messages, offering a much-needed distinction between the two. By allowing business owners to manage all their communications in one place—without using personal phone numbers or email addresses—Vagaro Connect helps maintain the right balance.

Conclusion

As businesses seek more effective ways to manage client and team communications, Vagaro Connect emerges as a crucial tool. The app enhances the overall client experience, streamlines internal communication, and supports a healthy work-life balance for business owners. With its seamless integration with Vagaro’s other tools and features, Connect enables businesses to manage real-time communication more effectively and efficiently.

Businesses looking to improve communication, streamline client interactions, and enhance team collaboration can start a FREE 30-day trial of Vagaro Connect today and experience its impact firsthand.

The holiday season is a busy time for the beauty industry. Together with Zowie, the unmatched customer service platform, Booksy powers beauty and barbering businesses across the globe with platform features that allow beauty professionals to master scheduling, market to clients, minimize no-shows and reduce last minute cancellations during peak holiday seasons when providers see a surge in bookings. 

Booksy is being featured in a Zowie digital billboard campaign showcasing how the two brands power beauty across borders and both platforms help business owners run and streamline day-to-day business operations with ease.

The campaign will be supported digitally on @Booksybiz’s Instagram in partnership with Booksy’s top US and Global ambassadors and via the website. Stay tuned to social and digital platforms for exclusive content.

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Manage Your Time, Money and Clients with Booksy

Online booking has transformed the beauty and barbering industry, Booksy has been ahead of the game since the beginning. We’re the global leader in business management for nail techs, hairstylists, barbers, etc. helping you speed up scheduling, increase revenue, and grow your business.

No more back and forths on DMs trying to book a client, only for them to cancel on you at the last minute. It’s simple – Booksy makes it easy for you to get organized and run your business so you can focus on what you do best and get paid your worth.
Get to know the fastest-growing scheduling app for beauty and barber salons. Take appointments, market your business, protect your bottom line, and build your brand.

Stay booked, without the back and forth

Keep your calendar full and build a loyal clientele with 24/7 easy online booking, automated marketing tools, and more visibility for your business.

• Full Calendar Control: Set your schedule and control how clients book.
• Fewer DMs & Calls: Let clients book, reschedule or cancel their own appts 24/7.

Break free from busywork, focus on your clients

Keep total control of what’s important, but don’t sweat the small stuff. Streamline the admin and focus on creating an unforgettable experience for your clients.

• Your Time, Protected: Require deposits to reduce last minute cancellations and no-shows.

Build a business you’re proud of

Bring in more money and save time as you level up your business. Our platform meets you where you are – and adapts to where you’re going.

The latest issue of BarberEVO is OUT NOW! 

As the last issue of 2024, and the first issue of 2025 – this edition is looking to the future, with a sense of optimism and, of course, innovation. Pulling together a collection of exclusive content from our esteemed columnists and industry titans – and the best barbers in the biz’ – we’re helping you to kick off your year right! With Brosh in the spotlight on our front cover… this issue is set to be the one that gives edge. Featuring everything from Winter and New Year Styling, Business, and Tech, to Interiors, Advanced Techniques and Hygiene – we’re bringing the heat this season! With all of this… and even more, this issue is one to remember!

COVER

In this issue, we have the iconic Brosh Educator and Ambassador, and Mr Brothers Cut Club Founder Tomoya Nishimori taking the cover with Brosh. The Japanese brand is renowned for their uniquely Japanese take on Americana-style barbering. Combining classic iconography, with contemporary quality – Brosh are blowing up the barbering scene. In the cover piece we delve into our Barber of the Edition, Tomoya Nishimori’s story. Discussing his journey to become a celebrated figure in the global barbering community. In this piece, we also look into his pivotal role as Ambassador and Educator for Asia’s No.1 grooming brand – Brosh.

WINTER

Welcoming us into winter, we have San Diego barber, Ro Silva, talking trends that have evolved into staples. We also have the ultimate festive gift guide from 18.21 Man Made – thanks to the brilliant barbershop Scissors & Scotch. Our esteemed columnists, Tyler Kelbert and Byrd Mena also join us, talking winter wellness and goal setting. We also take a look back over American Crew’s 2024, with our columnist Phoenix Thomson.

RISING STAR

Chico Boom, as always, is bringing the BOOM! And in this edition, he’s also us bringing our Rising Star’s. Talking mentorship, building a career with longevity – and always paving a path for those yet to come, Chico’s column this month is one radiating positivity. He also takes the time to introduce us to our rising stars, Cherry the Barber and DJ Cut It.

BUSINESS

Kicking off business, we have Rob Hopper joining us from his bustling barbershop, The Commodore. With four locations, Rob Hopper is a great example of a great example for BarberEVO readers to boost their business. Also featured are Floyd’s 99, who take a look back at their year; V’s Barbershop, who are celebrating 25 years; and Rolda Ambassador, Jorge Massas. We also sat down with the inspirational Fred Helou, CEO and Founder of Vagaro, to learn more about his story to world-renowned businessman. Don’t forget – we also have all the latest in the world of tech!

INTERIORS

Our Barbershop of the Edition is the stunning Low Ear Barbershop in NYC, led by Mari De Monte. The beautiful shop is inspired by the Japanese Hi-Fi aesthetic and is the culmination of Mari’s purposeful career. We also stop by the barbershops, Mane Studio and Symmetry to chat with Shah the Barber and Kenna Taylor about their subsequent styles… and how Keller helped them along the way. We also learned about RR Head Labs, who don’t only have a pretty face (thanks to Collins) – but also a powerful story, where founder James Repenning ensures that his barbers are creating art with a purpose.

ADVANCED TECHNIQUES

Next up, we have L3VEL3 bringing color craziness to our Advanced Technique feature. The brand talked all things color, design, and the all-important products that you need to bring your vision to life. We also sat down with Igor Sadurskii, who revealed all his secrets when it comes to using his coveted Heiniger clippers. Also in this section, we touch upon SMP and perming.

HYGIENE AND SANITATION

Closing out this edition, we have Andis’ Angie Perino talking clipper hygiene in the barbershop. We also have Wellness Pro delivering their top tips for how you can keep your entire barbershop sparkling clean – and WHY you need to. UK-based celebrity barber, Mark Maciver, [JP1] also offered his advice, taking from his own personal experience in the barbershop.

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How do you figure out which style of moustache to go for?

Choosing a moustache style depends on a few factors: your face shape, hair growth pattern, and personal style. For example, those with a rounder face might go for a longer, more structured style like the handlebar, giving the illusion of length to balance out the roundness of the face. While someone with a more angular face could suit a chevron or pencil moustache, as shorter and more defined styles can complement any sharp features. It’s all about experimenting and finding a style that complements your look.

How long will it take to grow? What do you do if it’s patchy?

Typically, it takes around 4-6 weeks to grow a solid moustache, however this will vary person to person and if you’re anything like me, as little as 2 weeks can be enough to have a pretty thick moustache. This can be both a blessing and a curse if you think about the required upkeep and maintenance of fast and thick growing facial hair.

If it’s a bit patchy, patience is key. Let it grow out and see how it fills in, as the hairs may cover sparse areas over time. If not, a touch of beard oil and a bit of light trimming can help create a fuller appearance.

What tools do you need?

A good quality narrow comb and small scissors are essential for trimming and shaping. An electric trimmer with adjustable guards is also handy, as it lets you maintain the desired length and avoid over-trimming, if short symmetry is what you’re looking for.

What products do you need?

A quality beard oil, such as OSMO Beard Complex, keeps the hair soft and nourished. Moustache wax is also useful for adding a bit of hold. Although my pro tip is that any hair wax, such as OSMO Matte Clay Extreme, can be equally, if not more effective than a moustache wax, especially if you’re styling a more structured look.

How do you keep it clean?

Keeping a moustache clean is easy with regular washing, ideally with a gentle beard shampoo. This helps remove any food particles or oils without drying out the hair or skin. Rinse thoroughly and follow up with beard oil to keep it hydrated.

To order OSMO for your salon contact your local OSMO wholesaler at www.osmo.uk.com