For some people, a trip to the salon is more than just an opportunity to get their hair cut, a manicure, a massage and other beauty and spa treatments — it’s also one of their only opportunities to connect with other people.
There’s a loneliness epidemic in the United States. According to a poll from the American Psychiatric Association (APA), 30 percent of adults indicated in early 2024 that “they have experienced feelings of loneliness at least once a week over the past year.” Additionally, 10 percent stated feeling lonely “every day.” Mental health challenges are also common in the United States. The National Institute of Mental Health noted that “it is estimated that more than one in five U.S. adults live with a mental illness (57.8 million in 2021).” Unfortunately, many people aren’t able to get the help they need. For instance, a 2023 report by the actuary firm Milliman, commissioned by the mental health advocacy organization Inseparable, Inc., found that 33 percent “of individuals diagnosed with a behavioral health condition received treatment from a behavioral health specialist within the year in 2021.” Some people may not have access to a counselor — but they do need a haircut. That’s where salon professionals can step in.
If you’re a salon professional, you can make an important difference in your clients’ lives by helping them feel more connected and heard.
A Salon Is an Environment That Can Naturally Facilitate Healing and Emotional Support
Salon professionals are the only category of workers aside from medical professionals who regularly touch clients to provide services. Touch releases oxytocin, which is often called the “love hormone.” For instance, according to clinical psychologist Sara Williams, who was quoted in a SheKnows article, there are “‘sensory neurons located at the base [of] the hair follicles.’” Additionally, studies have shown how touch and emotions are linked. Touch is also rooted in “mutual trust,” as one scientific paper explained.
Of course, there’s a lot of talking in salons as well. If you’re a salon professional, you’ve probably heard it all from your clients, such as their fears about life changes, relationship struggles, financial worries and so forth. Talking is one of the ways we build and maintain relationships with others. Additionally, salons are a place where people come for a confidence boost, whether it’s through cutting their hair, receiving eyelash extensions, getting their nails done, etc. The combination of touch and talk in the backdrop of people building their confidence makes salons, in my view, a natural environment for healing and emotional support. That emotional support often has ripple effects on clients’ families, friends and communities. For instance, my team and I have heard from several clients about how salon visits impacted their mental health for the better, which spurred positive changes in their children’s lives.
How to Give Clients Emotional Support
If you’re a salon professional, I believe the best way to give your clients emotional support is to listen and redirect questions to them in a coaching manner, steering conversations in a more positive direction. Don’t give them advice on what to do, as that crosses professional boundaries — at the end of the day, you’re not a licensed mental health professional. Instead, help them arrive at their own answers and see the good about themselves and the good that’s in their lives.
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When your client expresses a concern, you can show support by asking, “Could you tell me a little more about that?” This simple question can make your client feel heard and understood. Follow up with questions like “What if it could be different?” and “What is possible?” to guide your client toward thinking more positively. When appropriate, you might also bring up an anecdote from another client, someone in your life or your own life that gives your client hope. For example, if your client tells you, “I’m struggling to find a job in my industry,” you could say, “One of my other clients is in your industry, and they had a hard time finding a job, too, but after being persistent for four months, they finally did — and they’re really happy now!”
As for what not to do? Avoid primarily talking about yourself. When a client tells you something about their life, try to only weave yourself into the conversation if it makes sense to do so, such as by commiserating about a shared experience. Don’t turn the conversation back to yourself, as that can make the client feel unheard.
The Importance of Recognizing Professional Boundaries
To better emotionally support your clients, listen closely to what they’re telling you and take action as needed. For instance, if someone seems like they’re really struggling, it could be a good idea to give them something to look forward to, such as offering them a free shampoo the next week.
Additionally, it can be beneficial to learn communication and life coaching skills through courses, books and podcasts, to name a few avenues. You should also educate yourself on resources in your community, such as mental health centers and crisis hotlines, that you can refer clients to. However, it’s crucial to recognize that, ultimately, you’re not a licensed mental health professional. As I mentioned earlier, avoid giving clients advice. Be ready to refer them to a professional for help.
Ultimately, Focus on Helping Clients Feel Positive and Hopeful
As a salon professional, when you focus on helping your clients feel more positive and hopeful by giving them a space to feel seen and heard, you can create ripple effects in your community. Your clients can walk out feeling better about themselves — and help the people in their lives feel better about themselves as well.
