A message three days after a colour
A client sends a message on Tuesday: the colour she had on Saturday looks brassy now, and she is not happy. The receptionist replies that someone will get back to her. The colourist is busy. The owner sees the message that evening and offers a free toner. The client comes in on Friday and is booked into a short slot, but the stylist needs longer. Nobody recorded what was wrong or what was done.
A month later, another client has a similar complaint with the same colourist and the same service. Nobody connects the two.
Why redos are handled inconsistently
Redo requests are uncomfortable, so they are dealt with quickly and quietly. The aim is to make the client happy, which is right, but the details are rarely written down.
They arrive in many ways: phone, DM, email, a word at the desk. There is no single place they go, and no consistent response. Whether the fix is free, charged or partly charged depends on who answers.
And without a record, patterns are invisible. A particular toner, a service that is often underbooked for time, or a stylist who needs support: all remain unseen.
What that costs
| Problem | Effect |
|---|---|
| Requests handled by whoever answers | Inconsistent responses to clients |
| Fixes booked into the wrong slot | Stylist overruns |
| Free or charged decided ad hoc | Unfairness and lost income |
| No record of what went wrong | The same issue repeats |
| No view of patterns | Training needs missed |
What you offer an unhappy client, and whether you charge, is your policy and your judgement in each case. We give no advice on consumer rights. We help you respond consistently and learn from each case.
How we handle colour redo requests
- Redo requests, from any channel, are logged in one place, with a short form the client or the desk fills in: what the concern is, with photos where the client is willing.
- The request is linked automatically to the original appointment, showing the colourist, formula, service and any notes.
- The original colourist, or a senior colourist if you prefer, sees the request and decides the next step, with guidance on your policy shown alongside.
- The follow-up is booked with the right duration and a charge rule from your policy, not squeezed into a short slot.
- What was done, and the outcome, is recorded against the request and the formula is updated.
- A monthly view shows redo requests by service, product, colourist and reason, so you can spot patterns early.
This is not about blame. The record helps you support colourists and improve services, and helps clients feel heard.
The next redo request
A client messages about brassiness. The receptionist logs it with her photo, and it is linked to Saturday's appointment. The colourist sees the formula and photo, suggests a toner refresh and allows forty-five minutes. The client comes in on Thursday. Afterwards the outcome is recorded. At the end of the month, the owner notices that several redo requests relate to one toner, and raises it with the team and the brand rep.
- One place for every redo request
- Consistent responses under your policy
- Fixes booked with the time they need
- Patterns visible before they grow
Over time, the record also shows the other side: how few requests some services generate, which is useful when training new colourists.
Signs your redo handling needs structure
- Unhappy colour clients get different answers from different staff.
- Redo appointments overrun because they are booked too short.
- Nobody knows how many redo requests the salon gets.
- The same problem comes up with the same service or product.
- Whether fixes are free or charged is decided each time.