Barbering Decision Practice Worksheet: Charting Your Client's Course

This worksheet will help you practice using your Barbering Brainpower. Work through each scenario, applying the steps we discussed in a barbershop context.

Scenario 1: The Pinterest Picture Problem

A new client comes into your chair with a picture from Pinterest of a drastic haircut and color. They have very fine, thinning hair, and the desired style requires thick, voluminous hair. The client is insistent and says, "I want exactly this!"

Step 1: Understand Client's Request & Need

What is the core decision you need to make, considering the client's request versus their hair reality?

Step 2: Assess Hair, Scalp, and Lifestyle

What additional information would you need to gather through observation and questions? (e.g., hair history, current health, styling routine?)

Step 3: Identify Styling & Service Options

List at least three distinct options you have for handling this situation. (e.g., attempt the cut as requested, refuse, suggest a modified style).

Step 4: Evaluate Options (Pros, Cons, Client Values, Consequences)

Consider each option. What are the pros and cons for the client (hair health, satisfaction, maintenance) and for you (professional reputation, ethics)? How does each option align with client expectations and professional responsibility? What are the short-term and long-term consequences?

Step 5: Recommend & Execute

Which option would you choose, and why? How would you communicate this to the client?

Scenario 2: The Rush Job Request

It's 15 minutes before closing, and you have a waiting client. Another client, a regular who always takes extra time, rushes in and demands a full cut, beard trim, and hot towel shave, saying they have an urgent event and need it done immediately, implying they'll go elsewhere if you can't fit them in. You know doing a quality job will take at least 45 minutes.

Step 1: Understand Client's Request & Need

What is the core decision you need to make, balancing client loyalty, quality of service, and your schedule?

Step 2: Assess Hair, Scalp, and Lifestyle

What additional information would you need to gather? (e.g., confirm urgency, check appointment book for next availability, gauge impact on waiting client?)

Step 3: Identify Styling & Service Options

List at least three distinct options you have (e.g., try to fit them in, politely decline and rebook, offer partial service).

Step 4: Evaluate Options (Pros, Cons, Client Values, Consequences)

Consider each option. What are the pros and cons? How does each option align with professional standards, client satisfaction, and your personal work-life balance? What are the short-term and long-term consequences?

Step 5: Recommend & Execute

Which option would you choose, and why? How would you communicate this to both clients (the rushing one and the waiting one)?

Scenario 3: The Unsatisfied Client

You've just finished a haircut for a client, and they look in the mirror with a clear expression of disappointment. They politely say, "It's... fine," but you can tell they're not happy. You re-checked their initial request multiple times, and you believe you followed it, but clearly, something isn't right for them.

Step 1: Understand Client's Request & Need

What is the core decision you need to make? (Hint: It's not just about fixing the hair, but addressing the client's dissatisfaction).

Step 2: Assess Hair, Scalp, and Lifestyle

What additional information would you need to gather? (e.g., gently ask specific questions, re-evaluate the cut against the original request, consider the client's non-verbal cues?)

Step 3: Identify Styling & Service Options

List at least three distinct options you have (e.g., offer to fix it, apologize and let them leave, offer a refund/discount).

Step 4: Evaluate Options (Pros, Cons, Client Values, Consequences)

Consider each option. What are the pros and cons for the client (satisfaction, trust) and for you (reputation, learning opportunity)? How does each option align with excellent customer service and professional integrity? What are the short-term and long-term consequences?

Step 5: Recommend & Execute

Which option would you choose, and why? How would you communicate this to the client to resolve the situation professionally and effectively?

Barbering Ethical Dilemmas Discussion Guide: Navigating Tricky Terrain

Sometimes decisions in the barbershop aren't just about technique, but about what's professionally and ethically right. These are ethical dilemmas. Use your Barbering Brainpower to discuss these scenarios with your group, focusing on the ethical implications of each step.

Discussion Guidelines:

• Listen actively to each other's perspectives.
• Respect differing opinions.
• Focus on applying the Barbering Brainpower steps to the ethical challenges.
• There isn't always one "right" answer, but a well-reasoned, ethical approach is always the goal.

Dilemma 1: The Confidential Client

During a routine haircut, a client confides in you about a sensitive personal issue (e.g., they share details about a difficult legal situation or a serious health concern that makes you uncomfortable or puts you in a difficult position if you were to keep it entirely secret). They implicitly trust you to keep this confidential.

Discussion Points:

• How does this impact your role as a barber?
• What are your ethical obligations regarding client confidentiality?
• What are the potential consequences of sharing this information? What are the consequences of keeping it entirely to yourself?
• How would you apply the Barbering Brainpower steps to decide your actions?
• What boundaries might you set as a professional in the future?

Dilemma 2: The Unsanitary Request

A long-time, high-paying client insists that you reuse a tool (e.g., a specific comb or razor blade) that you know has not been properly sterilized, claiming it's "just for them" or that they "don't care." You know that using unsanitized tools poses a health risk to both you and the client, and violates barbershop regulations.

Discussion Points:

• What are your immediate ethical and professional concerns?
• How do you balance client satisfaction with health and safety regulations?
• What are the potential consequences (legal, health, reputational) of complying with or refusing this request?
• How would you apply the Barbering Brainpower steps to decide your actions?
• What strategies could you use to politely but firmly explain your refusal and maintain the client relationship?

Dilemma 3: The Competence Boundary

A client asks you for a highly specialized hair treatment or intricate coloring technique that you have very limited experience with and are not fully confident in performing. You could potentially attempt it, but there's a significant risk of damaging the client's hair or not achieving the desired result. The client mentions they heard you were "the best" and trusts your judgment completely.

Discussion Points:

• What is your ethical obligation when a client requests a service beyond your current skill level?
• How do you manage client expectations while upholding professional honesty?
• What are the potential consequences of attempting the service versus referring the client elsewhere?
• How would you apply the Barbering Brainpower steps to decide your actions?
• How can you turn this situation into a positive outcome for both you and the client, and a learning opportunity for yourself? How do you say no gracefully?