Often credited to retailers like Harry Selfridge or Marshall Field, the customer service philosophy of “The Customer is Always Right” set a new standard in the early 1900s, but it’s not always true. Sometimes clients are NOT right. Instead, they’re unreasonable, irrational, a little off their rockers, and downright hostile.
Every salon, spa, and barbershop has a tale to tell, and while the stories are fun to share, the lessons learned come from examining and celebrating how team members remained calm, de-escalated situations, and worked toward a resolution. Sometimes, when that fails, owners and managers have to stand their ground, protect their team and other guests, and calmly invite guests to leave and never return.
SALON TODAY recently invited our audience to share their wildest client tales, and they eagerly pulled up a chair and bent our ears. (The names of clients were changed to protect the guilty, and we had a little fun using AI to recreate some of the scenes.)
The Housewives of Encinitas
“I was working at the front desk one afternoon, when I heard raised voices from the Lather Lounge and caught a look of alarm on the face of one of our nicest employees, so I wandered back to see how I could help. Her guest had been talking loudly on her cell phone at the shampoo bowl while another client scolded her, saying she was being rude because it’s supposed to be a quiet, calm environment where clients can relax during their shampoo service. The arguing got louder, and the client who’d been on the phone tried to stand up for herself and started name-calling.
“While I tried to calm both of them down and suggest they not talk to one another, they weren’t listening. I suggested the client who’d been on the phone come on out of the Lather Lounge to put some distance between the two of them. As she started to pass through, the other client was still talking about how rude she was, so the cell phone-talking guest spat on the other as she walked through the lounge.
“At that point, I put my body in between the two of them, unsnapped the cape off of the client who’d done the spitting, and asked her to leave the building altogether. It was all surreal, like we were in our own reality TV show.
“The next day her husband called and said she’d been so humiliated she wouldn’t be returning to our salon, which was fine with us, because we’d already decided she wouldn’t be welcomed back.” –Zack Fulbright, Stylist and Team Lead, Headlines The Salon, Encinitas, California
When a client mistakenly claimed someone had stolen her coat at Andreas Hogue, Co-Owner Ashley Hogue implement a new coat check policy.
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The Case of the Missing Coat
"We had a woman who claimed 'someone' stole her coat from our coat closet during her service. When we asked her for the color and brand of her coat, she couldn't remember. We invited her into the coat closet to look through all the coats, and she kept insisting that it had been stolen.
"She left in a rage and called the police. When the police arrived, the woman suddenly remembered the color of her coat and found it in the closet, hanging where it had been the entire time. She caused a significant scene on a busy day in our salon and raised her voice at our front desk team and manager.
"As a result, we designed a new system for hanging coats. We created little tags, and each stylist has three hangers with his or her name and photo. Now, when a coat is left, we can usually identify who left it by process of elimination."--Ashley Hogue, Andreas Hogue Salon, Vernon Hills, Illinois
Behavior Changes
“Mr. Smith has been bringing his wife into our salon for more than 10 years, so they’ve been long-time clients of ours. Over the past few years, though, things have become more challenging. Mrs. Smith now uses a wheelchair and has difficulty getting around, and during that time her behavior has also changed—she’s become increasingly rude and demanding with both our staff and other guests.
“She’s very particular about wanting a specific shampoo bowl, and if it’s occupied, she becomes upset. We’ve tried to accommodate her as best we can, but it’s been an ongoing issue.
“Recently, the situation escalated during one of her appointments. She was scheduled for 3:00, and at 3:03 her service provider was just finishing up with another guest and walking him to check out. At that point, Mr. Smith approached the guest and began yelling at him, accusing him of disrespecting his wife’s appointment time and demanding an apology. The guest, who happened to be a state trooper, handled the situation very calmly and respectfully, and even apologized, even though he had done nothing wrong.
“After this happened, one of our front desk team came to the office to let me know what was going on. I immediately went out to address the situation and had a conversation with Mr. Smith. I explained that while we truly value their loyalty and appreciate that they’ve been coming to us for so many years, it’s essential that they treat our staff and other guests with respect. I made it clear that if that couldn’t happen, we would not be able to continue servicing them in the future.
“I also reassured them that if we are ever running slightly behind, we will always make sure Mrs. Smith still receives her full service and is taken care of properly.”—Merissa Barnhardt, owner of Bella Lago Salon and Medspa, Mooresville, North Carolina
We’ve Got a Tosser!
“We had a guest who was unhappy with the result of her hair. When I stepped in to see how I could help, the situation escalated almost immediately. The guest became aggressive and began throwing items in the salon.
“At one point, she grabbed the stylist’s blow dryer. I stepped in quickly, removed it from her hand, and calmly informed her that she could not touch a stylist’s tools. It was an uncomfortable moment, especially navigating the situation as a male respectfully addressing a female guest who was clearly upset.
“As this was happening, our manager had been monitoring the situation through the security camera and had already contacted the police. The guest insisted she wouldn’t leave with wet hair and demanded a resolution. I offered to finish drying her hair, but beyond that, there was nothing more we could do as the situation moved beyond a service concern.
“Shortly after, her husband arrived, and when the police got there, she was escorted out of the salon.
“Situations like this are rare, but they reinforce the importance of staying calm, acting quickly to protect your team and space and knowing when to involved outside support.
“And, yes, I did end up being late to a rock concert.”—Zachary Doucette, Master Stylist and Educator, Wild Olive Salon, Swansboro, North Carolina
The Masterful Matchmaker
“After 15 years behind the chair, I thought I had seen just about everything—until one of my longtime clients took matchmaking to a whole new level.
“This client secretly tried to take a photo of our new assistant while she was working. My assistant caught her in the act, and without missing a beat, she politely asked, ‘Would you like me to pose for a picture?’ That’s when the guest admitted she thought she was ‘just so cute’ and she wanted to set my assistant up with her son.
“Enter the plot twist: her son already had a girlfriend. And, in a rare and refreshing turn of events, he was the one who respectfully declined to be set up out of loyalty to his current relationship.
“Most people would take that as the end of the story, but not this client. Instead, she pivoted. She asked if she could take our assistant to lunch to celebrate her graduation from cosmetology school. We checked in to make sure our assistant was comfortable with the plan, and she happily agreed. Sweet, right?
“Then, things escalated. After learning that the assistant was moving into her first apartment, the client offered to buy her a queen-sized bed, ‘just in case she ever had any company over.’ The implication was very clear. From there, the client helped decorate the assistant’s apartment, continuing to build a relationship and essentially laying the groundwork for a potential future daughter-in-law—should her son ever become available.
“It was equal parts hilarious, generous, and strategic in a way only a seasoned client could pull off. While definitely one of the more unusual situations we’ve encountered, it became a great opportunity to reinforce the importance of clear communication and boundaries. We made sure our assistant always felt comfortable, had full autonomy in every decision, and that everything remained appropriate and professional.
“No love story (yet), but if patience wins, this client might just have the longest game in salon history.”—Sarah Adams, owner of The Blonde Salon in Smyrna, Georgia
Where’s My Hair?
“One of the most memorable client moments that stands out to me involved a long-time guest that I’ll refer to a ‘E.’ She was a client I had worked with for years, and like many long-term relationships, I had learned that she could present with different energies depending on the day.
“At one point, I had completed a sew-in for her. Because the hair she originally purchased was not of sufficient quality or fullness, I supplemented it with hair from my own inventory to achieve the look she wanted. After removing the install, I carefully stored all of her hair—along with the additional pieces I had gifted her—in a labeled satin bag, which we routinely do for our extension guests.
“One day, without notice, E walked into the salon asking to pick up her hair. My team member, Danny, assisted her, retrieving the labeled bag from our storage. Immediately, she became confrontational, insisting, ‘This isn’t all my hair—I had more than this!’
“At that moment, I was with another client, but I calmly acknowledged her concern and explained that everything she had—including the additional hair I had provided—was in the bag. Rather than escalating the situation, Danny and I have her space and invited her to go through it herself. We reassured her that she was welcome to check thoroughly, and we were transparent with what was there. She continued speaking loudly for a moment, clearly looking for engagement, but we remained grounded, respectful, and non-reactive.
“After taking a few minutes to go through the bag, she paused and said, ‘I see it now—you’re right. I’m sorry.’
“What I was most proud of in that moment wasn’t just resolving the issue—it was how my team handled it. There was no defensiveness, no escalation, and no attempt to ‘win’ the interaction. Instead, we stayed calm, upheld our standards, and gave the client space to naturally reach her own conclusions.
“In our industry, situations like this can easily disrupt the environment for other guests. But at Belliard’s we train our team to protect the experience at all costs—through professionalism, composure, and quiet confidence. That moment reaffirmed that sometimes the best way to de-escalate a situation is to not react, but remain steady, clear, and respectful until the situation resolves itself.”—Mia Harris, Owner of Belliard’s Salon & Spa in Cherry Hill, New Jersey
Overwhelmed and Unappreciated
“Years ago, I was working alone. No computer, booked back-to-back. A client called, and she wanted to be fitted in, and I simply could not do it. Had I had a second pair of hands to do shampoo, answer the phone, or even take a payment, it would have been nice, but I didn’t. She told me, ‘If you can’t see me when I need you, I don’t need you at all.’
“How did I handle it? I didn’t. But the lesson here is that while this person verbally expressed her exact feelings, others feel the same way, they just don’t say it. It has resonated with me for 53 years now. I will never forget it, and I share it often with my team as an example of the expectations of their customers.”—Pat Helmandollar, Savvy the Salon in Cornelius, North Carolina.
Shifty Shades
“One of our most challenging moments came when a guest insisted our team had stolen her designer sunglasses—despite camera footage confirming she never brought them into the salon. She began threatening negative public reviews and accusations against her stylist.
“Our team, including Manager Ebony and Sales Desk Manager Jen, moved into action, calmly reviewing footage, communicating transparently, and supporting the stylist involved. While we were confident in the facts, we also understood the potential impact of a public accusation in a close-knit community.
“As a leadership team, we made a strategic decision. Rather than escalating the situation, we leveraged a local partnership to replace the sunglasses. This allowed us to protect the guest relationship, uphold our reputation, and—most importantly—stand behind our team with integrity.
“Moments like this reinforce our culture: We lead with professionalism, act quickly under pressure, and make decisions that protect both our peo9ple and our brand long-term.”—Meagan Vellinga, General Manager and COO, Hott Salons, Armonk, New York
Let Me Help You Cut My Hair
"A guest I'll call 'Monica' was a few minutes late for her first appointment and promptly told me she would expect an extended amount of time for her service. She showed me many photos from magazines and kept talking about this 'shelf she wanted cut into her hair.' I was only allowed to use certain products, no brushes, and minimal styling with the diffuser. She expected to be dry cut after her style, and she'd pick up a random section of hair and tell me to cut it. When I walked her up to the front desk, she prebooked her next appointment, to my dismay. About three hours later when walked back in to show me how it dried and told me what I needed to do for her next appointment.
"She was 30 minutes late for her second appointment, and by the time she walked in, I was working on my next guest, and the front desk team tried to reschedule her. She was so adamant that she must speak to me, she sat waiting almost two hours. She insisted she needed to be booked for two haircut appointments (90 minutes each) for her cut, then another appointment two weeks later to adjust said haircut, and she was willing to pay for the time. She would never try anything but Rosemary Mint shampoos because she was worried that the shampoo and conditioner would enter her eyes' mucous membranes and destroy her brain.
"We continued that way for more than a year. I would always be handed small or large sections of hair and told to point-cut them — I prayed she never told people where she got her hair cut. At some point, we started doing demi-root touch-ups, which meant I started seeing her every two weeks. She then wanted highlights/balayage, but again, we ended up having challenges around lightening her hair. It spiraled from there, and I patiently tried to fire her as a client. Finally, I had to escort her out and send her certified mail and emails to let her know she was no longer welcome. I know where she went for her next salon, and they only allowed her there for a year before letting her go. I had stuck it out for six years, but enough was enough."--Sarah McGee, Owner, Thirty Hair in Columbia, Maryland
An Appointment Snafu
“A long-standing, loyal guest had a full day of services reserved, including color, cut, facial waxing, and a massage. This guest has built trusted relationships with her high-demand service providers over the years and prefers to see only them, making flexibility limited.
“On the day of her appointment, her massage therapist unexpectedly called off. While our reservation center contacted her to reschedule only the massage, a booking error resulted in her entire day of services being canceled. In the short window between that call and the guest’s arrival, those appointments were filled up. When the guest arrived, she discovered her full reservation had been removed.
“The team, including Colorist Stacy, Hair Designer Jenny, and Esthetician Asia, responded immediately with professionalism, collaboration, and a shared commitment to preserving the guest experience.
“Within 15 minutes. The guest’s day was thoughtfully rebuilt. Stacey adjusted her color schedule by coordinating with a teammate to maintain timing while accommodating the guest’s color service. Jenny restructured her book by personally reaching out to another guest to shift her appointment and used her lunch time to ensure the haircut could be completed. While the guest’s color processed, Asia seamlessly incorporated the facial waxing service, allowing the guest’s experience to flow without disruption.
“While we were unable to accommodate the massage that same day due to fully booked schedules, we offered alternative availability with the guest’s preferred therapist. While the timing did not align with the guest’s next scheduled visit, she still felt supported and prioritized throughout the process. We compensated the guest for her next massage reservation to carry forward the above care.
“I connected with the guest personally to acknowledge the situation, express appreciation for her loyalty, and thank her for her understanding. To make the situation right, we chose to cover the cost of her services for the day, while ensuring all team members were fully compensated.
“Most importantly, the outcome strengthened the relationship. The guest and I now share a deeper connection, as she experienced firsthand how much she is valued. She was reminded that, even as a company established nearly 60 years ago, we continue to uphold the same foundational values set by our founder, placing service above all else. In a moment where trust could have been lost, it was instead reinforced.”—Lexi Denovich, Salon Director, Douglas J Salon and Med Spa, Okemos, Michigan
Color Complexities
“We had a scenario where the guest didn’t lift to the desired tone. As stylists, you rinse and pray to the Hair Gods, but in this situation, there wasn't much we could do at the moment. Our owner, Alli, guided me through the right moves. I dried the guest’s hair and addressed the situation by letting her know there would be no charge for that day’s services, and we’d like her to come back the following day to readdress the color.
“The guest came back in and this time, the lifted to the desired color. She was glossed to perfection, and I sent her off with complimentary color care shampoo and conditioner for her trouble.
“Years later, she is still my guest.”—Sarah Dockery, Stylist at Green Alley Salon in Austin, Texas
Tackling Disappointment
“We recently had a client who was upset about her experience because her hair wasn’t what she wanted, and she wanted a refund. Olivia, our manager, and Tracie, our guest relations specialoist, listened to the client and asked her questions about her experience, how she felt and what she wanted. They asked questions, such as ‘What can we do to make you feel better about this experience?’ And, they kept using de-escatlation plrases, such as ‘We want you to love your hair.’ They offered to have her come back and gave her free product and she was happy.”—Kenna Ehman, owner of Kenna Kunijo in Charlotte, North Carolina
Credit Card Hide-and-Seek
“One memorable situation involved a client who handed me her credit card at checkout. After processing the payment, I returned the card to her as usual, and she left the salon. A short time later, she returned visibly upset and insisted that I had not given her card back and had taken it.
“I calmly reassured her that I had returned the card and suggested it may have been placed in her purse or pocket after checkout. She then involved her stylists and again stated that I had kept her card. The stylist explained that I was the manager and would help resolve the situation. At this point, the client was making a scene and requested that we review the security cameras together.
We immediately reviewed the footage with her, which confirmed that I had returned the card. She still left angry, but later contacted her styloist to share that she had found the card between the seats of her care, and realized she must have placed it in her pocket after leaving the salon. She never apologized for her actions.
While situations like this can be uncomfortable, I remained calm, professional and solution-focused throughout the interaction to help reassure the client and support my team. Experiences like this remind us that leadership mean staying composed, calm, standing confidently in the truth, and supporting both clients and team members with professionalism—especially when it matters most.”—Danielle Lotito, Salon Manager at A Moment’s Peace Salon & Day Spa
Legal Threats
“One of our more memorable situations involved a guest who clearly was not in a stable state when she arrived at our Palm Harbor Location. At the time, our leadership team was out of town attending a conference.
“The guest was requesting a service that simply wasn’t possible, and she became increasingly agitated, raising her voice, and yelling at multiple stylists, as well as our lead concierge. She became so upset that she refused to pay for her service, loudly insisting she would not be paying.
“In that moment, one of our team members, Jamie Tirado, stepped in with calm authority. She addressed the behavior directly—politely but firmly—letting the guest know that the way she was speaking to the team was not acceptable, while also outlining expectations for payment and next steps.
“Despite continued resistance, Jamie maintained professionalism and de-escalated the situation enough to ensure the guest felt comfortable leaving the salon without further disruption to other clients. The guest ultimately paid for her service, and we decided not to welcome her back to protect our team and environment.
“Following the visit, the guest sent multiple handwritten letters threatening legal action, even listing attorneys by name. When we contacted the mentioned attorneys directly, they confirmed they would not represent her.
“While the situation was challenging, Jamie handled it with composure, clarity, and strength—protecting both our team and the guest experience. It was a great example of balancing professionalism with firm boundaries.
“It also reinforces that when you have a clearly defined culture, strong salon expectations, and guiding principles in place, your team is equipped to handle even the most difficult situations with confidence and consistency—even in leadership’s absence.”—Victoria Marino, Owner Salon Blond in Palm Harbor, Florida
The Cursing Client
“A guest came in for a service where we followed our normal process with a thorough consultation and clear expectations. But the guest was unhappy with the result, and the situation escalated at the front desk. The guest began raising her voice and eventually directed profanity toward Salon Coordinator Macie, while other guests were arriving and checking in.
“Macie was previously in the military, and she didn’t flinch. She remained calm, composed, and completely professional the entire time.
“Our Manager Laura, stepped in to support and keep the conversation solution focused. We calmly brought the interaction to a close and the guest left.
“Situations like this are never easy, especially when they happen front and center, but they reinforce the importance of protecting your team while maintaining professionalism. It also led us to clearly define expectations, and we now have a visible policy stating that we are committed to a respectful, harassment-free environment.”—Lisa Sanger, Owner of Wild Olive Salon in Swansboro, North Carolina
