Just a Few Ideas on How to Deal with a Client Moving On by Joe Cignetti

When a client decides to move on and start seeing another stylist, it can stir up a mixture of emotions. It’s completely normal to feel hurt, confused, or even frustrated, especially if you’ve invested time in building a relationship with them. But the way you respond in that moment — both internally and outwardly — will define your professionalism, your reputation, and ultimately your long-term success.

The first step is to shift your mindset. It’s easy to take it personally, but it’s rarely that simple. Clients change for many reasons. It might be a scheduling conflict, a pricing preference, a different vibe they’re seeking, or even just curiosity about another stylist’s work. Most of the time, it’s not an attack on your ability or your personality. Understanding this helps you separate emotion from reality. Instead of asking, “Why don’t they like me anymore?” you can start asking more productive questions, like “What can I learn from this?” or “Is there something I’d do differently next time?”

How you behave when a client changes to another stylist — whether it’s someone else in your own salon or somewhere completely different — matters deeply. Staying calm, professional, and gracious is essential. Never speak negatively about the client or the stylist they’ve chosen. Even if you feel disappointed, venting or gossiping creates a toxic atmosphere and damages your professional image. If the client has stayed within your salon and now sees a colleague, continue to greet them with a smile. Be warm and welcoming. Let them know, non-verbally, that there are no hard feelings. Clients notice this kind of style— and so do your teammates.

This is also a powerful moment for reflection. If the client left due to something that could be improved, maybe your timing has been a little off lately, or maybe they felt rushed, take it as honest feedback. None of us are perfect, and in a busy salon environment, it’s easy to get caught up in the day-to-day and miss small signals. Use this as a chance to reset. Could you strengthen your consultation process? Follow up more consistently? Rebook more effectively at the end of the appointment. Even small changes can make a big difference in retaining the clients who are still with you.

Rather than focusing on the loss, pour your energy into the clients who continue to trust you. Make their next visit even better. Reach out with a thank-you message. Share your work more regularly on social media. Stay visible. Stay consistent. The truth is, losing a client now and then is part of the job, but if you keep showing up as your best self, you’ll continue to attract the right clients who appreciate what you do.

And remember — clients do come back. You’d be surprised how many people try something different only to realise they miss your touch, your vibe, or your service. That’s why it’s important to leave the door open. Let them know you completely understand and wish them well and gently remind them that you’re always here if they need anything in the future. That kind of maturity and confidence is rare and magnetic.

Finally, don’t let a single client’s decision shake your self-worth. If you’re feeling a little low, take a moment to read your past reviews. Look at photos of your favourite work. Talk to a client who loves what you do. Ground yourself in the reality of your talent. One person’s change of direction doesn’t cancel out the impact you’ve made and the skills you’ve built.

Losing a client doesn’t mean you’ve failed. It means you’re in business. And how you carry yourself through moments like these is what separates the good from the great. Stay kind. Stay calm. Keep learning. And trust that the right clients will always find their way to you.