Navigating the Colour Chaos: How I Handle Difficult Clients

By Amber Bullock

Let’s talk about the elephant in the salon—the difficult colour client. You know the one. Has had black box dye for five years but wants to be “Scandi blonde by 3 PM.” Or insists the last hairdresser got it “just right” but still ended up in your chair with half a Pinterest board and a whole lot of trust issues.

Sound familiar? Don’t worry—you’re not alone, and you’re definitely not losing your mind. After 21 years behind the chair (and a few menty B’s), I’ve developed a little toolkit for dealing with tricky colour clients. I promise, with the right approach, even the most challenging situations can turn into long-term loyalty—or at the very least, a drama-free service.

The “I Want to Be Blonde, Like White Paper Blonde” Client

This is the classic blonde transformation on a budget, with zero understanding of hair science. I approach this one with a mix of honesty, education, and a visual of what’s actually achievable.

First, I get the iPad, and we look at tones of blonde. Sometimes all that’s needed is a good old tone or more education on home care.

I show a few real-world transformations, preferably ones that took 2–3 sessions and still looked gorgeous at every stage. I explain the process on what I need to do to achieve the look I then explain that their hair’s integrity is more important to me than being platinum today— because I know they don’t want jelly hair! That usually gets the message across.

The “My Last Hairdresser Got It Wrong” Client These clients arrive with baggage. They often come in guarded, arms crossed, already bracing for disappointment. The key here? Patience and empathy.

I start with, “I’m so sorry you had that experience. Let’s make today different.” Then I listen—really listen. Sometimes they just need to vent. I let them. Then, once they’ve exhaled, we can start fresh with clear communication and realistic expectations. I don’t throw other hairdressers under the bus (we’ve all had off days), but I do reassure them that I am here for the journey with them.

The “I’m So Happy but My Family Doesn’t Like It” Client

This is the client who loved their hair in the chair, raved about it at the front desk, and then two days later calls. This one upset me. The client has come in with a vision, we nail it, they are so happy—then at the BBQ on the weekend, the family members or friends who don’t like change or have no idea about what is fashionable share their opinions that no one asked for. Now the client is second-guessing their beautiful new look.

I approach this one differently. I am their official hype girl now! The family or friends were not there at our consultation, they did not see the excitement when the client showed me their photos. Nor were they there when the client said, “This is amazing.” It makes me sad when this happens.

I will literally build that confidence back up, so the client struts out of Bond Hair Religion like a boss.

The Serial Colour Chameleon

You know the type: platinum one visit, copper the next, then bam! Wants to go brunette “just for winter” but might go back to blonde for summer.

With these clients, it’s all about laying out the colour history and long-term consequences. I’ll say something like, “We can do this—but just so you know, going back blonde might not be as simple next time.” I also have them sign off on our colour consultation agreement form, just to keep things crystal clear.

Sometimes, I have to say no. Kindly, but firmly. “I want you to love your hair, not hate it.” These clients—I’ve usually been doing their colour for years. They know me, I know them, and we’ve been over this a million times. So, when they ask, they always do it with a squinty face, knowing I might say no—haha.

“This particular change isn’t safe for your hair health right now—but here’s a plan to get you there gradually.” I’ll always offer options if what they want just isn’t achievable.

When It Gets Too Hard...

Not every client is your client. That took me a long time to learn. If someone is constantly pushing boundaries, disrespecting time, or undermining my expertise, I’ve learned how to set loving but firm boundaries.

It’s not worth the anxiety every time you see their name.

Final Thoughts

Difficult clients aren’t the end of the world— they’re opportunities to grow, educate, and occasionally practise your deep-breathing exercises. Every one of them has taught me something, and some have even turned into my most loyal supporters (once we got through the initial chaos).

At the end of the day, your chair, your time, and your expertise are valuable. Trust your gut, lead with kindness, and never be afraid to stand your ground—with a smile.