Imagine this: a client is seated in your chair, scrolling through your price list, and quietly says, “This is quite expensive…” or hesitantly adds, “I’m not sure if this treatment is right for my skin.”
Raise your hand if you’ve heard something like this! In reality, almost every day in the salon, we face moments where clients have doubts, ask questions, or simply say, “I need to think about it.” While this may seem like an obstacle, what if I told you these moments are actually opportunities?

Objections are not “no.” They are doors waiting to be opened – if you just know how to unlock them.

Making friends with objections: why you shouldn’t fear the word “no”

The most common objection, as you might expect, is price. Put yourself in your client’s shoes for a moment: beauty services are an investment in oneself, but many want to be sure that it’s the right investment.

What really lies behind “it’s too expensive”?
Often, it’s uncertainty: is it worth it for me, how long will the results last, what exactly is included? This is where listening comes in – genuinely listening. Hear your client out fully before responding.

Try saying something like:
“I completely understand that price is important. Would you like me to explain in detail what the service includes and why our clients prefer it?”

Focusing on a conversation rather than just persuading creates a more relaxed atmosphere. The client feels that you’re not pressuring them, but actually understanding them. This can often turn the discussion in a more positive direction. Ready to give it a try?

By the way, communicating the value of your services and building trust with clients is closely tied to your salon’s overall branding and interior design – if you’re interested, check out the article Make Your Beauty Salon Even More Attractive with Effective Branding Strategies.

The most common objections in salons (and how to handle them)

1. “It’s too expensive...”

  • Explain the value of the service: “We only use high-quality products and regularly attend training to ensure the best and longest-lasting results.”
  • Highlight indirect benefits: less need for at-home beauty products, more free time, improved well-being.
  • If possible, offer an alternative: “We have both a shorter treatment and a spa service – which would you prefer to try?”

2. “Is this right for me?”

  • Avoid overwhelming them. Calmly explain who the service is best suited for and who might need to be more cautious – honesty builds trust.
  • Offer educational information: for example, microdermabrasion might be too harsh for very sensitive skin, but there are always alternatives.
  • Provide a mini test or trial treatment – how else can a client try without risk?

3. “I already go somewhere else...”

  • Curiosity is key here: ask what they liked or didn’t like about their previous experience.
  • Share your personal experience: “Many of our regular clients were in the same situation – after visiting us, they discovered that…”
  • Invite them for a free consultation to find the best solution together.

If you want to learn more about building loyalty programs and retaining clients for your salon, we recommend reading the article How to Successfully Build a Loyalty Program for Your Beauty Salon.

Turning “no” into the next “yes”: trust is the game

Some objections can be resolved immediately, others may take time. Show your client that you see them as a person, not just a “percentage in the statistics.” If they say, “I want to think about it,” you can respond:
“Take all the time you need! If you have any questions or want to clarify anything, I’m always here.”

If possible, send additional information or a personalized offer the next day.
Tip: many use CRM or client management systems to keep track of where the conversation left off and craft offers that truly resonate.
For example, SalonLife’s client management software lets you add notes to client histories – isn’t it easier to remember clients’ previous doubts before your next meeting?

Also – don’t forget to share feedback or stories from other clients. Real success stories convince more than any sales pitch.

Automation: the secret weapon clients never even notice

A CRM solution like SalonLife helps you be proactive, not just reactive. For example:

  • If you noticed a client hesitated over price last time, they receive an automatic notification about a special offer suited just for them during the next campaign.
  • If a client leaves saying, “I’m still thinking,” you can send a warm, personalized reminder a few days later, perhaps including a promise of a free mini-massage with their next booking.
  • Analyze data: which objections come up most often? This helps your entire team prepare and address client concerns before they’re even voiced.

If you want to discover the most effective solutions for client management, automated notifications, and sending offers, read more in the SalonLife feature overview or check out how to set up automated reminders.

The secret many don’t realize

Handling objections isn’t just a “sales technique” – it’s about service quality. When you see every “Is this right for me?” or “The price is a bit high…” as a person, you become a better service provider – and your salon’s trust grows to a whole new level.

In upcoming articles, we’ll discuss how to attract clients through social media and create an irresistible impression. For example, if you’re looking for ideas on what and how to post on your beauty specialist’s social media account, be sure to read 5 Powerful Social Media Post Ideas for Beauty Professionals.

Meanwhile, consider this: how many of those “no’s” could turn into your salon’s new loyal clients?
Soon, we’ll talk about how to turn first-time visitors into lifelong friends. Stay tuned!