Salon hygiene and handling of complaints

The customer cannot see if your scissors are clean or if you have disinfected the comb — but trust is built on you doing it right every time. And when something doesn't turn out as the customer hoped, your reputation depends on how you receive the complaint. Both are skills you can learn and practice.

It is important to distinguish between cleaning and disinfection. Cleaning removes visible dirt and hair; disinfection reduces microorganisms on an already cleaned surface. You cannot disinfect something that is dirty – cleaning always comes first, exactly as in a clinic.

• 01Scissors, combs, brushes and clips: cleaned and disinfected between customers.
• 02Work surfaces and chair: wiped and disinfected between customers.
• 03Towels and drapes: changed to clean for each client.
• 04Disposable items (gauze, applicators): used once and discarded.

A small cut by the ear or at the neck can happen. If it does interrupt use gloves stop the bleeding responsibly and disinfect the tools that have been in contact with blood especially thoroughly. Bloodborne infection is taken seriously — also in a salon.

Wash hands between customers and after use of chemicals, and use hand sanitizer where relevant. Good hand hygiene protects both the customer and yourself against infection and is the simplest hygiene measure that exists.

A complaint is not a defeat but an opportunity to keep the customer. The dissatisfied person who is listened to and helped often becomes more loyal than one who never complained. Follow a fixed approach so emotions do not control the conversation.

Be honest with yourself: was the error in the craft, or was the wish never realistic on that hair? Both are handled with respect, but the solution is different. If you get stuck on a conflict, involve your master. The calmness and fairness in the conversation is often more important to the customer's experience than the actual outcome.