Unhappy clients? This is how you deal with it

About Stephanie

Meet Stephanie, our Head of Education at Supercilium and an absolute brow powerhouse based in the United Kingdom. As a Brow Specialist, she’s mastered everything from Henna Brows and Brow Lamination to SPMU (Semi-Permanent Makeup). Her expertise doesn’t stop at creating stunning brows, as she’s also trained in PMU and laser tattoo removal, helping clients fix brows that have gone wrong or even erase regrettable tattoos (bye-bye, ex’s name).

Stephanie is the go-to for brow artists navigating tough situations. Whether it’s a tricky client or a technical hiccup, her relatable approach makes her an incredible mentor. Plus, she’s always active in our Supercilium Facebook groups, ready to share tips, answer questions, and help you grow in your craft. Are you not in the groups yet? You can join via this link!

Why could your clients be unhappy?

As a Brow Artist, you’ve invested time, energy, and passion into mastering your craft. You’ve taken the best trainings, stocked up on high-quality products, and built a thriving clientele. Yet, despite all of this, there’s always the possibility of encountering an unhappy client, but let us tell you, it’s part of the job. While it may feel like a blow to your confidence, these moments are opportunities to grow and refine your skills.

Stephanie, our Head of Education, has been through it all. Here’s her expert advice on why clients might feel unhappy and how to navigate those situations with professionalism and care.

1. Mismanaged expectations

Clients often come in with big dreams for their brows, but those dreams may not align with their natural features. For example, thin, over-plucked brows won’t transform into thick, fluffy arches overnight. Here’s a tip from Stephanie:

“Be honest - if your client has over-plucked 90s-style brows but her brow inspiration is Cara Delevingne, then it’s just not going to work. Managing expectations will really help to prevent the majority of potential unhappy clients.”

By setting clear expectations during the consultation, you create a shared understanding that can prevent future misunderstandings.

2. Miscommunication

Even with the best consultations, it’s possible for details to be misunderstood. Maybe the client envisioned a softer look but feels the brows came out too bold, or perhaps they didn’t fully understand the aftercare process.

“Revisit your consultation points when your client comes in for the actual appointment to check you’ve both fully understood what is going to happen and what the outcome will be.”

Don’t be afraid to ask questions, it’s always better to make sure you are on the same page with your client. 

3. Results that need time

Some treatments, like Brow Henna or Liquid Dye, often look intense right after the session but soften beautifully within a few days. If clients don’t know this, they may panic about the initial, bold look. We call this reaction 'The Brow Shock'. Want to know more about what to do in these situations? Read our Brow Shock blog. 

“Reassure them that things will improve with time - color will fade - but in the meantime, you want to keep in touch with the client regularly to show you do care about them.”

If your clients are unhappy with the results, you can remove the dye using the Color Corrector. For Brow Lamination, advise your clients to apply water onto their brows to break down the formula, ensuring it won’t last too long.

4. Emotional or external factors

Sometimes, dissatisfaction isn’t about the treatment itself. Personal insecurities, stress, or even an unrelated bad day can magnify a client’s reaction.

“An unhappy client is not always a bad thing. Yes, it will temporarily knock your confidence, but flip the narrative. See an unhappy client as a chance to improve and as a positive.”

It’s a reminder that their reaction might not be about your work at all. There are often factors beyond your control, and recognizing this can help you approach the situation with empathy and professionalism.

How to handle unhappy clients

Let’s look at the most common reasons why clients may feel unhappy and actionable steps to handle it effectively.

1. A thorough consultation

Think back to your last consultation - did you and your client have a crystal-clear understanding of what was achievable? Many issues arise when clients envision a result that simply isn’t possible, like transforming sparse, over-plucked brows into full, fluffy arches in one session.

“All new clients must, of course, be patch-tested, so take this opportunity to block 15 minutes out in your diary to consult with them ahead of time. Explain in detail the treatments you offer, listen to their needs, and also assess the likely outcome of the treatment.”

For example:

• Scenario: Your client shows you an inspo photo of bold, laminated brows but has naturally thin, light hair.
• Solution: Explain how Brow Lamination can help enhance their natural brows but won’t magically create thickness. Offer realistic alternatives, like combining Brow Lamination with Liquid Dye to achieve a similar look.

2. Did you revisit the consultation?

Even the most thorough consultations can be forgotten. Before starting a treatment, take a moment to recap what was discussed. It’s a small step that can prevent big misunderstandings.

Ask yourself: Did I double-check we’re still on the same page?

For example: A client may have mentioned wanting a natural look during the consultation but changed their mind to something bolder. Revisiting the plan before starting ensures everyone is aligned.

3. Handle issues face-to-face

Imagine receiving a long, emotional text from a client saying they’re unhappy. Your instinct might be to reply immediately, but texting often leads to misinterpretation. Instead, invite them back for a face-to-face conversation. Communication in person is always much better - imagine it’s like an argument with your second half. You also don’t want to do it over the phone!

“Immediately, I would get them back in to discuss in person. Make time at the beginning or end of the day or during your break to see them and discuss rather than via text or email.”

For example:

• Client Concern: “The tint faded after just a few days!”
• Your Response: Discuss possible reasons for the fade, such as their skin type, daily skincare routine (like using oil-based products), or exposure to the sun. Then, offer solutions like retouching the tint or suggesting aftercare products that can extend its life, such as a nourishing balm or a protective serum.

4. Offer an on-the-spot solution?

When a client comes back with a complaint, think about whether you can fix it right then and there.

For example:

• Issue: Henna Brows came out darker than expected.
• Solution: Use a Color Corrector to lighten it or reassure the client that it will naturally fade within a few days.

Sometimes, the fix might not be immediate (e.g., Lamination that feels too strong). In those cases, explain what steps they can take at home, like applying water to help break down the formula, and schedule a follow-up to check in on their progress.

5. Show that you care

A small gesture can make a big impact on an unhappy client. Offering a discount on their next appointment not only shows you value them but also gives you a chance to rebuild trust.

“I would offer to do their next appointment at a discounted rate as a chance to rebuild their trust but also improve your skills through problem-solving.”

For example:

If a client didn’t love their Brow Lamination results, offer them free Henna Brows or shape next time to show you’re committed to getting it right and find a brow treatment that fits their needs.

6. Know when to let go

Have you ever had a client who, no matter what you do, keeps being dissatisfied? It’s hard, but sometimes the best thing for both of you is to part ways professionally. Again, like a break-up!

“Sometimes, though, you can follow all the above steps and it still won’t make a difference to how your client feels. The best thing to do for your own peace is accept that you are perhaps not the right fit for each other and let go.”

It’s not about giving up; it’s about focusing your energy on clients who truly value your work.

Real Talk: What would you do?

Imagine these scenarios:

• A client loves their new Henna brows but texts you later saying their partner thinks they’re too bold.
• A client insists they don’t see any difference after their Brow Lamination treatment.
• A client says their brows faded too quickly, even though they followed your aftercare instructions.

How would you respond? These are the moments that test your skills - not just as an Brow Artist, but as a communicator and problem-solver.

Remember, these challenges are part of the journey, and every experience makes you stronger. By focusing on prevention, communication, and care, you can turn even the toughest situations into opportunities to grow.

Join our Support Group on Facebook

Join the Supercilium Facebook Group, a supportive space where artists like you can share their experiences, get advice, and learn from experts like Stephanie. She’s always there to answer your questions, provide tips, and help you grow - whether it’s navigating unhappy clients, perfecting your techniques, or simply connecting with a community that understands the journey of a Brow Artist.

Unhappy clients are just a part of the job, but you don’t have to face them alone. Join the conversation today, and let’s tackle challenges together as a community. We can’t wait to see you there!